Cannot cancel subscription

For some reason, I am unable to cancel my subscription. I use the 'manage my account' section, and am able to go through the cancellation process, but the email confirming cancellation never arrives and the 'next billing date' still shows in the 'EA Play' section of my account.

I have also tried changing the type of subscription to the most basic monthly package to ensure that I am not charged for a full year of Pro when that date comes around, but I am also unable to change this successfully.

I have contacted Help before via chat, and I was told that if I were to be charged again then they would be able to return the money, but I don't want to be charged at all - being charged and returning the money does not solve the problem. Preferably, I would just like my current subscription to be cancelled early so I don't have to worry about it.

I had intended speaking to someone over the Chat feature again, but that no longer appears to be an option for me.

Please help!