Challenges when cancelling

Good day.

I have been a member of Isabells, but due to financial constraints, I can no longer continue my subscription. I initially requested cancellation via email last year but was unsuccessful. To comply with their terms and conditions, I settled all outstanding amounts, ensuring payment for the full subscription period.

According to the statement I received, my annual agreement runs until March 27th. However, I recently received an SMS stating that a parcel was on its way. After receiving the parcel, I sent another email reminding the company of my cancellation request. The response I received stated that cancellations could not be processed via email and that someone would contact me.

I later spoke to Nokuthula, who informed me that I could not cancel because this had already been explained to me twice. She further stated that the amount had already been generated and that I would need to pay the outstanding amount before proceeding with cancellation. My concern is that I have already paid upfront until March 2025—why am I being asked to make another payment when I have made it clear that I can no longer afford the subscription?

I am willing to return the box, but after our call, I was left uncertain about whether my cancellation had been processed. I have not received any confirmation or communication regarding the status of my request. Instead of cancellation, I was offered a premium reduction, which only added to my confusion.

I kindly request urgent assistance in processing my cancellation. I am not interested in receiving any further products, as I can no longer afford them. Please confirm that my cancellation has been completed.

Looking forward to your prompt response.