Rude and non empathetic Consultant

My car has been written off and has been sitting in one place since the 5th of October 2025, I called to cancel membership because I no longer have a car, consultant I spoke to was so rude and dismissing and told me I am still liable to pay a cancellation fee and I am in breach of the contract, asked to speak to her manager and she told me flat out that nothing will change even if I speak to the manager and cut the call…is this the type of service you give to loyal clients?