How to close a chat?

Yes, I realized that when I leave the website and then come back after 10 min, it's reset. Though it doesn't resolve the issue completely. When I start another chat, the following answer is, ooh, it's too complicated, we need to call you, here's our virtual assistant to schedule a callback, and it offers those dates again.
Or if I start another chat and I specifically say "I don't need a call back", or "Don't call me back", probably their AI only picks up the word "call" and not the negation, and starts with "Oh, I see you want a callback, here's out virtual assistant to help you pick up the dates.

Or if I try to mask the word "callback" by putting dashes between the letters, it just says "I was happy to help you. Have a good day. Bye"

Looks like they don't have live people in those chats any more?

I received an email from Purolator that I'm supposed to return a Telus equipment and I don't have anything to return. Whom do I talk to before they charge my credit card?