Not Cancelling contract

I tried to cancel a contract that expired more than a year ago on 12 October 2015 by going to the Northgate customer center. I got copies of the request to cancel and a reference number ***0. It would have been cancelled on 11 November. On 11 November money was deducted from my account and when I enquired telephonically I was asked to contact [Email Removed] with my ref number. I got an email response with a new reference ***3 asking my details which I supp**** and got an automated response that it should be resolved within 2 business days on 19 November. Today is 25 Nov and still nothing and trying to call the call center I get stuck in an auto answer loop. Please cancel this contract and refund me the money that was deducted on 11 Nov.