paying membership that doesn't exist

I've been paying for this platinum membership for more than 12months. I called them about 6 weeks ago to do a valuation of my property. They couldn't find my details on their system and I'm suppose to be platinum member but yet they know how to deduct their premium for my bank account. Basically I have been donating my money to them for free. I canceled my membership with immediate effect and asked for a refund. I'm still waiting for their reply. Today they deducted again another premium saying I asked for my cancellation to late. Strange my request was on the 3 November