Letter of balance

Cancelation of a membership is a hussle. In November I called your cancelation department and was assisted by a lady and she confirmed that my contract has expired so there is no contract to cancel. My problem then started when there was a debit month end on November which I reversed with my bank. Today I called the call center and spoke to a lady again by the name of Lucinda and all she cared about was how much I need to pay. Nothing about the information I gave her about my cancelation that I called for in November. I ended up asking for a letter of balance and the banking details for payment purposes. Few hours by without me receiving the letter and banking details then I called back and that's when she mentioned that she will escalate the matter and when I asked her she didn't do that the first time she said that she did. In simple terms she was telling that I'm lying. I haven't received the letter of my balance that I need to pay and banking details. I want to pay this and get it over and done with