When did you send them the email? if it's been more than 4 days send you user name, ticket number you have and the last 4 digit of your credit card to fergless, he should be able to help you out. I had the same problem than you last week with my vdsl connect and after 8 days, i finally receive confirmation that the auto renew was turn off thanks to fergless.
Billing only respond to email, they don't have phone support. they are probably submerge with email since i didn't receive my invoice for the cable connection i still have with them which is due today.