Tracker cancellation request on their own with no

Tracker has sent me an email to say that i have requested that my services be cancelled when i never request this in any way. How did they get this info and from who. I have been on the phone for over 2 hours to get a hold of the Retention's department for something i have not even requested for. I feel like changing my service provided. ( i have been with you for over 5 years and have never used this service ) but will change now if i have to