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My local leisure centre administrator. I cancelled my direct debit by phone just after Christmas AND sent a letter of confirmation. Got my quarterly bank statement and they are still deducting it. Rang up and was told by a very high handed woman that cancellation of direct debits is entirely my responsibility and they have no note of either a phone call or a letter. To add insult to injury they will take the 1st May payment because they need a month's notice! It's not only the facts, which are bad enough, it's the way she told me. Good job I was on the phone and not actually face to face or I might be at the police station by now!