Why is it so difficult to cancel a service ?

I wanted to cancel  a home internet service but keep my phone. So I log onto MyTelus and look at "manage my internet". There are only options to add things, not subtract them. It's not "manage my internet", it's "buy more stuff".

I click on "contact us", but there's no phone number. Searching for "cancel plan" gets nowhere. I try the chat dialog and get an offer to have someone call back the next business day.

So finally today I try again on the chat. I get a fairly quick callback, give various details to authenticate, and explain. Then the agent says I'll be transferred to a "loyalty representative" or something and I'm on hold for an hour. Finally I get to talk to another agent and authenticate again. Cross fingers, I think my service will be cancelled at the next billing cycle.

With everything else being automated and done online or through apps, why is this so hard ?