She put me back on hold as I needed to be transferred to a cancellation team. I was on hold for a few minutes before she came back on the line to be told there was no-one available to do cancellations, but someone would call me back within 4-6 business days. I said that's not acceptable, I'll stay on hold. She said no-one can help you at the moment, but I can escalate this and you'll be called back within 24 hours. I gave her my preferred time range, so fingers crossed I hear back... but I won't hold my breath.
I expect there's a notice period for cancellation, which is why I want to speak to someone now, not in 4-6 days. I bet if I wanted to sign up there'd be someone to talk to me right now.
I consider this to be sub standard service so far, but not actually poor since it was just after 5pm. So long as they do call me back I'd call it acceptable. I'll update this post to let everyone know how they do. I won't be holding my breath, but I'm hopeful.