Have we gone ahead and processed the cancellation, but the cancellation order has become stuck along the way?
This is the most common scenario I come across when fielding similar complaints. If it's not too much trouble, I'd suggest reaching out to our Social Media Service team. Unfortunately, we're unable to go in and action the cancellation from the forum.
You can find them on Facebook & Twitter. The guys are pretty good when it comes to this sort of thing.