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Trying to cancel account

I tried to cancel my account approx 2 years ago. I see they have not cancelled and when I have tried to call their call lines are problematic, I have spoken to a consultant and when asked her name had the phone put down in my ear.
I did not keep the email sent 2 years ago unfortunately but have sent and kept emails I have sent now and I have had other problems.
All I want is for the account to be cancelled once and for all and for them to stop taking the little money I do earn from my account.