Cancellation and refund enquiry

I think this is the only way that my query will be resolved. I upgraded to Netstar Plus and had also taken the Netstar Companion. Additionally, I was still being charged for the old account. An email was sent to Customer Service which was then escalated to consumer queries on 02/07/2025. On 03/07/2025, the enquiry was escalated to your cancellations department. I sent a follow up on 07/07/2025 and received an auto response that I would receive feedback within 2 working days… to this day I have still not received any response. Please can this be resolved urgently as I am not willing to pay for the account that was supposed to be cancelled. The reference number is CAS-***-X7M8