Worst Service Possible!!!

I done an inquiry with Finance Market and was charged for my inquiry, then emailed to cancel within my 7 day cooling off period (I was not even aware I would be charged for the inquiry!!) I get an email from a Don Dalgety asking for outstanding documents, and I advise Don that I have requested cancellation, but have not as yet received any response. I do not receive a response and email Don again, as this is the only email address I have. I then have to advise Don that I have to lodge a complaint with the NCR and receive this response \Good day<br> Thank you for your mail<br> Please do as you wish and in the meantime you are more than welcome to send me the requested documents so that we can assist you<br> I will be awaiting your documents<br> Please note we have not been informed that you do not wish to proceed so please do not mention us if you lodge a complaint<br> Your understanding and co operation will be greatly appreciated<br> Thank you"<br> <br> I'm not sure if this is for real or an April Fool's joke. What type of company representive sends their clients a response like this???"""