I'm sorry to learn that you no want to discontinue your services with us. To assist you with your request, we can have our Escalations Team contact you about it. Can you PM us the following:
Thanks for providing your details via email. As discussed, we can see that you actually spoke to our Escalations Team yesterday. Please refer to the email that was sent to you today (around 11AM AEST) about the confirmation of your cancellation request.
We're sorry to let you go, but we hope that you can reconsider us in the future.