Yes, also it says that the account management team had been in contact within the week, just that they didn't have a 'legal/corporate' response within the week, which is also not an unreasonable length of time as those things can take a bit of time.
Companies can move mountains yes, but a routine request to cancel a service probably isn't seen as requiring that. Especially since the service contract undoubtedly defines the terms upon which either side can cancel.