very unprofessional Customer Service

am writing to express my deep disappointment regarding my recent experience with your service.

Two months ago, I visited one of your customer service stations in Germany to cancel my contract. The staff informed me that, in case of an emergency, I could cancel the contract. I followed the proper procedure and received an email confirming my cancellation request, which mentioned that it would be reviewed.

Since then, I assumed the contract was successfully cancelled. However, to my surprise, money was again deducted from my account this month.

When I called customer service today for clarification, the representative I spoke with was extremely rude and unprofessional. He stated that only death or moving to another country would qualify as an emergency, and then abruptly ended the call without providing any assistance.

I have been paying €38 per month for the past year and expected much better treatment and professionalism from your company.