Impossible to cancel membership

My father is 82 and cannot use his membership anymore. Because of his advanced age he is not comfortable doing this over the phone as he can't always hear the person on the other side. So he wrote a letter and we sent it to the following email addresses: *** and *** Both these email addresses are listed on their website to use for member and account services. I got the standard reply....thanks for your query we will get back to you shortly. This was on the 8th of March. Needless to say, I am still waiting for a response. I then called the call centre, and they informed me that the letter should go to ***. Which totally does not make sense as I am not trying to make or cancel a reservation. But still I sent it there. Standard reply...we'll get back to you shortly. And then no response.