CANCELLATION PROCESS

I have been trying to cancel a subscription, which I have never received the parcel of, for months. I have sent numerous emails as written cancellation but is told they only process cancellations telephonically. I have changed telephone numbers and provided it to a consultant but have not received a call since. A sales consultant phoned me to tell me what a great client I am, after explaining my query, I was transferred to the cancellations department. The person said they will investigate the matter and get back to me. I have not received a call back. It is absolutely ridiculous that a company won't accept written cancellation and simply keep deducting money of my account for something I have not received.

I expect my cancellation to be processed and debit orders cancelled immediately.