Cancel request and account not found

Hi

I asked for the team to cancel my free trial and since set up, I have never been able to use the service, still article limits, no other premium features available. When I asked to cancel my free trial to avoid getting charged,e I was told there is no premium account set up on my email which I provided. I was asked to locate a welcome email which I did. I set up the account on 11th April but have not been able to use any features despite providing my bank details. I want the SA team to locate my account and cancel to avoid getting charged for something I never got to try and do not want to pay in the future either. Disappointed with the service and the repsonse. 

Thanks