Cancellation Membership with Premier Private

Cancelling the membership is a nightmare. We were advised by one of the supervisors that in order to cancel our membership forever, we need to make the years full payment for the year 2023 by the end of July and we should send an email requesting termination. It was done. Month and months after July, we called to atleast get a can cancellation letter from them. Instead of the cancellation let, in February 2024 we are slapped with another bill. We are now advised that it could have been declined. How do we cancel this?