Welcome to the Community!
Thanks for reaching out to us.
To check what transpired in the case, I pulled up your account using your community details. From your call ticket history, I can see that you've contacted us several times regarding dropouts on the connection (pointing mostly on WIFI). A router replacement was done to try and address the issue. After which, you requested on the 5th of February to have your account cancelled.
The email you received on February 18 was a system-generated message pertaining to your account and not a response to your cancellation request yet.
I can see that our Escalations team has sent you an email yesterday discussing your cancellation request. For any questions or further concerns, you may raise it up to an Escalation Officer by replying to the said email.