. . . customer services as your first course of action, rather than an email. Then you could have held for an hour or two and get connected to someone in outer mongolia with enough of a smattering of English to place you on a cancellation list.
Their customer service and customer care is hopeless - I'm currently in contact with them trying to get a phone number revived (as they don't have number transferability) and it's been ongoing for 6 weeks so far. I've spoken to about 5 different people who all have promised to sort me out but all have failed to get back in touch.
I'm about ready to let them win (if you know what I mean).