Why can't I cancel my abonemen?

AVG Protection
3

Hi Knud,

We acknowledge your refund request.
Upon checking your account, we're unable to locate the charge. It might be under your alternate/old email address.
As it isn't recommended to share the order details over this post, we've sent you an email requesting few info.
Please revert to us via email to proceed further.

1

There is again raised DK kr. 219 on my Visa account.
My computer does not exist anymore. Why can't I cancel my abonemen??? 
Why does AVG continue to raise money-

2

Hi Knud,

We acknowledge your refund request.
Upon checking your account, we're unable to locate the charge. It might be under your alternate/old email address.
As it isn't recommended to share the order details over this post, we've sent you an email requesting few info.
Please revert to us via email to proceed further.