Hello Sallya,
Welcome to our community and thank you for reaching out to us here with your concerns. We've already located your account and have begun investigating. We will do some diagnostics from our side, listen to your calls to us and read through the notation history. It sounds like there is miscommunication, at least through the account notations, that has resulted in you having trouble getting the account cancelled. I will provide you with an update as soon as this is completed.
Thank you,
Amanda