30 min on hold with MWEB

As of this moment, I've been on hold with MWEB for 22 min ... Why am I calling them? Because I'm trying to cancel my ADSL line and apparently cannot finalize this online as I have to speak to a consultant so they can try to talk me into staying. Well, if this is their policy, no wonder they aren't answering the phone. They probably have thousands of people calling in / calls to make. I'm cancelling because I'm moving to fibre but I haven't been using my MWEB ADSL line anyway (I had to get it for work during lockdown) and have continued to use my personal Arihost ADSL line. The reason for this is that, although it is 'uncapped', after using 5 GB per day for 4 days, I received an email to let me know I was not complying with their AUP. 5 GB a day for 30 days is 150 GB a month. I'm sorry but, on an uncapped line, that is not a lot. At 28 min on hold, the music / phone messages stopped, but the call time continues to count. Am I supposed to call them back and stay on hold from scratch again??? Music started up again and I got through to a consultant after 30 min on hold who told me, no, I don't have to speak to anyone. The cancellation email just says that. And my account, which I don't use, will be billed again, so I will have to pay for another month I'm not going to use. That wasn't a waste of my time at all. Here's the email wording below: 'We have received your cancellation request. We're so sorry to hear that you want to cancel the below products with us. One of our agents will be in touch with you shortly to finalise the cancellation of product(s) where the cancellation status is Still processing. We are serious about giving you the best customer service that we can provide, and so we appreciate your feedback. Anything we are able to fix for you, we will as soon as we can.'