Ignore you when you want to cancel

I canceled my account with you guys on the 6th January and today I get debited again. On the 6th Jabuary I received an email that stated:

Hi,

Thanks for reaching out for help. This interaction has been logged and a customer care expert will get back to you soon to get you sorted.

In the meantime, if you'd like to share any extra info, just reply to this email. Reference Number: ***

Chat soon,

Why when I requested a cancelation do you send this email, no one contacts me and you continue to debit my account?