Cancellation on Holiday Contract

I've explained to VRS (Clarissa Ferrari - review dept.) in December 2014 that my Husband lost his business and that we are unable to afford the Holiday Club. They've requested documentation that I've sent through. They've cancelled one portfolio, and not the other as they've needed more documentation. , I've also explained not to email as we do not have an email adres and rather fax to me. On several occasions I've sent all documentation needed by VRS and I've received no feedback and when I do phone to request on the progress they said the file has been closed because not all documentation was received. I explained that I did send all documentation and why didn't any one contact me. They would not allow me to speak to the Supervisor as Clarissa Ferrari is on leave. It is almost 8 months that I've been struggling.