Horrible service

I am being abused by NETSTAR. They created a system that does not work. Not all of us have time to sit and wait on a call centre queue. So I used their “WhatsApp” to request cancellation of their service which is an option available on WhatsApp. I requested cancellation since the 16th of February and kept on being sent a reference number but nothing was done. In March I did the same thing as they kept on debiting my account. Then all of a sudden I received a collections email regarding outstanding fees. And when I send them proof as to when I started requesting cancellation, I was told that they only received the request in April. But funny the WhatsApp screenshots are dated 16th of February. Why create a system that does not work for the clients but works for the company to rob the clients???