What's going on with Xilo

I had been a long time customer of Xilo - Both Internet & Web Hosting however recently I have requested my hosting package to be ceased

Created a ticket requesting cancellation
Calling them, I was simply requested to make a ticket as there was nothing he could do
Several days pass - still no answer from ticket

Bemused how a simple request can take so long to perform. Hate to think how long it will take get get a refund from them!