Why CANT/ WONT they cancel ???

I have been trying to cancel my account since December 2015. Without success yet. Ive been given reference numbers confirming cancellations and promises of emails confirming cancellations ( never received) but still come the 1st of the month their debit order goes off. Im wondering now if they do it on purpose. I've requested a credit but as of yet no correspondence back from them on ANYTHING. I've spent hours of my time and phone bill trying to cancel. Has anyone else had simi**** experiences with Netstar