TELUS Refuses to cancel my internet service

I recently moved and asked for internet and home secruity.

It's taken over a month for them to set up fiber optics and it still hasnt been installed.
Therefore I tried to cancel for almost a week and I keep getting bounced from one loyalty department to another loyalty department with 2hour + hold in between. 

They say they cannot cancel when I know they can. If I do not get cancelled, I will file a complaint to CCTS and CRTS.