Business ProfileforMassage Envy

On September 17, 2022 I was upset about an alleged Massage Envy policy that if you had to cancel an appointment due to sickness, they would still charge you half the rate. So I decided to cancel my month to month agreement. An employee emailed me the cancelation form. The form said and the employee also said I could respond via email and send my cancellation form to them that way. I replied to the email address with my completed form on Sept. 20, 2022. I detailed the reason why I was upset at the company and I CC:d a general email that I found online that should have gone to corporate. I asked in the email for massage envy to respond and send me a copy of the completed document (they needed to help me fill in my membership number and sign their portion of the form). I highlighted in yellow on the form where it says 10 days after submitting the cancellation form my card may not get charged. I still had massage credits on my account, so I went in for a massage today. I also asked what the status was of my cancellation request since no one had called me or emailed me whatsoever. An employee told me that they received an email from me with a blank cancellation form so they had not acted on it. I checked my "sent" folder and sure enough I had a copy of the email I sent them on Sept. 20th with the cancellation form completed, just as I said. I am suspecting that the employee just didn't know how to click on the correct email and was probably clicking on the attachment from the original email that was sent to me on the 17th. The employee told me today that they will not cancel my month to month agreement until Nov. 1 and that I will still be charged on Oct. 25. This is not ok with me. I did everything I was asked to do to cancel and I should not be charged on the 25th. My attachments are my filled out form and the email conversation. I can also provide a screen recording of showing what my attachment looks like when you click on it (a filled out form, not blank).