Not refunding

We got a scratch card competition that we apparently one something. We had to go to the office. Long story short, we were told by the agent that the funds invested will be repaid to us if we decide to cancel the portfolio.

After more than two years, we decided to cancel the portfolio. I sent a cancellation letter to them and they rep**** by saying that they tried to contact me to update my information and I did not respond. Then 2 minutes later I get another email that said that I should ignore the email sent and that my information is up to date and that a email will follow shortly. Then the follow-up email is received saying "The cancellation of your membership is approved and finalized with full forfeiture as we are not in receipt of your request for cancellation in the five day cool of period." In the terms and conditions it specifies "7.2 A notice terminating a member's membership must be sent via post to PO Box 11776, Marine Parade, 4056 or Fax to *** or by email to ***. Any monies paid by the member to Easy Escapes will be refunded to the member, without interest.".

I tried to get an explanation from them, but they keep ignoring my emails. Please be careful. I will not recommend Easy Escapes due to my experience with them.