I had this happen as well. They didn't charge a cancellation fee to my credit card (March '16). They sent me an email but I couldn't reply to it and provided me an 800 that left me on hold for 1.5 hours waiting for an agent. The agent was surprised the wait was that long, she said she thought they had fixed that problem. I suggested when they are going to lock our account they should give us an email we can respond to or provide a dedicated number we can call to sort it out. We didn't make the mistake, they did.