Dark marketing tactics, won’t let you cancel

They have a great service but the issue comes when it’s payment. They seem to use dark marketing tactics to retain their customers. I tried to cancel my account on their website and I found that the button to “cancel” doesn’t work. So I had to call in. When I called the customer service line, I explained my issue to the agent and they said they were going to put the cancellation through. Instead, what he did was keep me on the phone for 2 hours (I have the call log) without saying anything before finally hanging up at 17:40. I also have not received any confirmation via email of the cancellation so that was all for nothing and I have to call in again. If the issue still persists I’m just going to have to call my bank to block the payment.