Failure to cancel

I called trying to cancel my instance and I am told they will log a query and I will ne called in 3days surely this is not allowed, I called when I am free at work and now I must wait 3days to cancel for something I am responsible for paying. The first agent Koketso said I should wait 3 days, the other one who is her manager said she would load cancellation but the billing would still run until I speak to their retentions department who don't have a direct number, unbelievable and unprofessional