Cannot cancel subscription

Hello, I would like to ask for assistance with my Creative Cloud annual plan. Yesterday, the day before renewal, I wanted to cancel my subscription, as described in the renewal email (“If you cancel before the renewal date, no fee will be charged”). However, the system showed me an early termination fee, so I was unable to cancel on time. Today, the payment for the renewal did not go through on my bank account, but the system still treats the plan as renewed and continues to show a fee for cancellation. I kindly request help with cancelling this renewed term without a penalty, as I was not able to cancel before the renewal date despite trying to do so.