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I received an email confirming my subscription was cancelled but appears to still say my plan is scheduled to renew at the end of the year. Is this normal? Just want to confirm and appreciate your help

Hi Romero, my email address for the account is [email protected].

I've tried to cancel my subscription and only seem to get error messages when confirming to cancel. I've tried emailing but have not received a response in almost a week. Please advise how I can cancel my subscription