Impossible to cancel subscription

My mom had the worse experience with one of the consultants in the cancellation department today. She cancelled her subscription after paying off her account. My dad passed away last year, she since retired and moving in with us once her house is sold. There is no money to keep on paying for these expensive products. This was explained to the consultant in detail so many times, but she just refused to listen, she kept on pushing my mom to take a payment holiday or reduce the hamper she receives, my mom kept on saying that she wants to cancel in completely. I eventually took the phone from my mom and said to her that we will have to unfortunately have to put the phone down if she doesn't take no for an answer. Her reply was that her subscription will not be cancelled then, because it hasn't been confirmed. She already sent an email confirmation and phoned to confirm her cancellation, I am sure the consumer act will say something different. The call we received from the 'cancellation department' was everything but this, it was a 'trying to bully you in to NOT cancelling'. This should be reported as it goes against the law to not let someone cancel a subscription they can no longer afford. Firstly your rules should change, if you send an email to cancel you should accept it without asking questions, secondly, please train your staff in the 'cancellation department' better.