Why this answer
What actually matters
- Capture the online journey and failed cancellation attempts.
- Give unambiguous written notice through a durable channel.
- Ask the trader to identify the contractual basis.
- Record waiting times and accessibility barriers.
Important nuance
When the statement may have a point
- Some regulated or safety-sensitive services may need identity checks.
- A reasonable phone option is not automatically unlawful merely because alternatives exist.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Sign-up journey, order confirmation and terms supplied
- Trial, renewal and price-change notices
- Screenshots or recordings of the cancellation route
- Payment history and cancellation confirmation
If they still refuse
Move the dispute forward.
- Give clear cancellation notice through a provable channel and identify any disputed renewal or service failure.
- Separate cancelling the payment method from ending the underlying contract.
- Use the trader complaint process, platform dispute route, payment protection or court action as appropriate.
Read the full rules
Go deeper before escalating.
Official sources