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I'd imagine if I were to listen back to the original call it must have been said by the person then that they were putting it on hold rather than cancelling in order to keep my credit, and I must have said yes I guess though hadn't understood what was meant. At least the person I spoke to today said that is what their colleague had done. Cancelled it now and received confirmation so sorted in the end.
ric_a5
rhb
Inconvenient but you could report your payment card as compromised to your bank, they'll issue you new card with different number & payments against the old one will be declined.
I'd report them to trading standards too for not acting on your cancellation instruction.