Oh no! I can answer general questions, but we would need to look at your account specifically. Please call our customer support team at 800-548-4647 or 801-627-2000 Monday-Friday 9am-5pm MST. They will be able to fix the issue for you. Here are a few reasons this may have happened, but give us a call and we will straighten this out: 1. I didn't get to finish the cancellation steps from my online account portal 2. I signed up for the service in an app (Roku, iPhone, FireTV, etc.) 3. My renewal payment didn't go through originally, but the card company automatically tried to rerun the payment and it cleared 4. I upgraded my account and committed to receive the service for a certain period of time, so the cancellation wasn't processed