Contract Cancellation not done after Cancelling Contract

My wife has been getting billed for 2 contracts that was suppose to get cancelled a year ago. Everytime they say they going to investigate and get back to us, they never do. The consultant who tried to sell her the contract was so pushy and she kept saying no. What does he do? He goea and activates it anyway. What happens now to all that money that she was getting billed for something that was suppose to get cancelled and never used. It eventually got cancelled now recently, but for almost a year she was getting billed without her consent for extension. Isn't that *******? We know if you don't cancelled the contract will remain open. That is why we phoned in to cancel. Is it that hard to listen to the recordings that clearly get stated at the beginning of the call that all calls are recorded. She was promised that they would investigate and if it was cancelled when she said she did, they would credit or refund her. What ever happened to that?