I can't cancel my subscription

Hello Marina,
We will check and help you with the refund request.
Unfortunately, we couldn't locate any recent transaction under this email address.
Have you got charged for AVG? Do you see "AVG" in your bank transaction?
We have sent you an email requesting more info, please check and revert us to assist you further.

I was billed £99 for an AVG  subscription through my PayPal account. My account doesn't have a subscription on it and I have been trying to cancel this and get a refund but I never received an email with the product key or any other information I need on it.
I'm now £99 down on my bank account and in  financial struggle because of a subscription I don't even have?
I need my money back and to cancel any further withdrawals but I can't do that because I didn't get any email notifications.

Hello Marina,
We will check and help you with the refund request.
Unfortunately, we couldn't locate any recent transaction under this email address.
Have you got charged for AVG? Do you see "AVG" in your bank transaction?
We have sent you an email requesting more info, please check and revert us to assist you further.