I have the same issue. Sent a support email, no response. If I do not hear from them by the end of the week, I will have my CC company refuse the charge. There’s absolutely NO reason why this needs to be so difficult. Emailing support is the most irritating, confusing and ridiculous process I have ever seen. No other service I use has this level of stupidity contacting support about an issue.
BTW, if your subscription has a date for renewal, it is poor form to do the renewal 2 weeks in advance and despite the subscribers saying they do not want auto renewal. To me that is theft, pure and simple.