Struggle to cancel

I have send e-mails to request cancelation. Before the montly fee started to get deducted , I even send a courier with a cancelation letter. It seems somehow I am still unable to cancel.

This is surprizing as one of the main two reasons I got this was the understanding of ease of cancelation that the sales people have sold this to me. To date I have not made use of their services and the full membership stil get deducted montly.

How do I stop this?