Hand & Stone Massage and Facial Spa

I attempted to cancel my membership when I last visited in August 2019. Due to an injury not related to this spa, I could no longer use this service. I spoke to associates at the spa to cancel my membership, but paperwork was never sent to me or given to me.
I noticed recently that my card was being charged monthly for services I no longer needed and TRIED to cancel in August 2019.
I called and spoke to an associate that said they can get the manager, Keirre, to call me to speak about cancellation and refund of unused "credits".
I spoke to the manager, Keirre, the next day and explained, again, that due to an injury I needed to cancel and refund the credits I cannot use. She said she would email me cancellation papers.
However, when she finally sent the email she said that I can keep the credits they charged me for since September 2019. She said I can use or gift the credits to people, and there was NO reference at anytime speaking to her on the phone or email of a refund, even though I asked about it and was told that it will be discussed with me.
I responded to the email asking for a refund and clarifying that I would never use credits, and cannot gift them to anyone. Its been 3 weeks and multiple emails to Keirre asking for more help before I sign any papers, with no response or call.
The manager seems to be completely ignoring my request for assistance at this point and seems to be holding out until I sign cancellation papers. I do not feel comfortable continually reaching out about a refund on services I clearly never intended to use, and because of their negligence, I am being charged monthly.