I cancelled last month and it did not actually cancel

This is the second time I've downgraded to free (only use JotForm for my orgs occasional events) that it's said your account is scheduled to manually cancel and then when the renew date comes up it doesn't cancel and charges my paypal.

We are very sorry about this inconvenience. I've totally canceled the subscription, set the account back to free and refunded the latest 2 charges.