Cancellation of adsl

Level 1a
I am writing this on behalf of my mother. She has submitted a cancellation form for her adsl account on Friday 27/03/2020 which has not been working since last week Tuesday and after numerous chat requests and being told it’s the incorrect department and supposedly being through to the correct department and after waiting for up to an hour on three occasions the other department never restarts the chat. She has tried the chat on at least 8 occasions that I’m aware of, unfortunately it is not working. She has not heard anything from the cancellation department yet other than confirmation that they received the request. She would like it to be finalised so that she is not charged a second time for a service that is not working.