Why is it so hard to cancel my account?

I sent an email to cancel a business tracker account on Tue 27 Oct 2015 with effect 30 Oct 2015. I received an automated response from business cancellations to say that my request would be attended to as soon as possible.<br> <br> It is now 3 days later and I have had no response. I tried calling the call centre and was put on hold. Currently on hold for 40 mins (I have a screenshot to prove it) and I have a meeting now so can't wait any longer.