WHO CAME UP WITH THIS STUPID IDEA

i went to the store to try and cancel my subscription and i was told that it could only be done online. i tried doing it online however when it was time to add accounts , the account that i was looking for was not found. I then decided to call the call centre , and they went back and forth telling me things i have already done over and over again. WHY CANT WE HAVE BOTH OPTIONS TO CANCEL SUBSCRIPTIONS BOTH ONLINE AND OFFLINE. it was very frustrating because back then cancelling contracts did not affect anyone. and since the lockdown the wifi ha not being working. HOW ARE WE SUPPOSED TO BE DOING WORK ONLINE WITHOUT INTERNET CONNECTION. we are paying for excellent services and yet we are not receiving what we paid for