Cancelling free trial

Hey,

In august I started a free trial to convert some job applications from word to PDF, after I had finished editing and so on, i cancelled the plan, atleast that is what i thought. I was redirected to a page where it said my plan had been cancelled and that i would be refunded the latest charge (cancelled on the last day of the 7 days)

I thought all was well, but as the refund still hasn't appeared in my bank statement, i reached out to support. They told me my plan was still active and couldn't help me without a cancellation confirmation email. After I was redirected to the page where I was notifed a refund would be made, I just assumed all was in order and never thought to check for the email aswell.

I only started the trial to convert some job applications, so money is obviously an issue to me and now im stuck on a plan, that to me was cancelled long ago. 

Has anyone been in a similar situation and what was the outcome? Could i try my luck and speak to a different support representative and hope for a different outcome?

Thanks for your time!