Horrible Customer service

My data sim card contract has ended and I have been trying to call the contract department to have it canceled. 2 hours on the line with no luck. I mean if one get the contract in store why does one need to call to have it canceled? Where is the logic there? Why isn't there an email to use for cancellation since they can't provide the service in store or via email. They make it impossible to cancel so that they can continue to debit you.