Strugglin to cancel contract

I'm struggling to cancel my contracts (mine and my husband) from Sept 2014. My ref nr with their call centre PS96658 then they cancelled only one contract in December and still debit my account for the other contract. I'm waiting for a refund that should take only 14 days from December already. Here is their reply to me:<br> The membership has been cancelled as requested in September and was never done by myself and i do apologize for the extreme inconvenience and very poor service given to you by me but i can confirm your membership has been cancelled and a refund will be processed upon reciept of the bank statements from you, also please note refund can take up to 14 working days to process.<br> <br> Their service is pathetic and no one assist in the problem!!!