Useless staff and customer service

So, last year my husband canceled a contract with you, BUT your useless staff have not done their job and the contract was never canceled. When we query it now, call center says we must email, my husband emails, receives an email back calling him the wrong name, then he responds, three weeks of silence from your company. Today he sent a follow up email, and he is still waiting to hear if the contract has been cancelled and when you will be refunding is for nearly a years worth of fees. Pathetic customer service