Except that it's not required at all, as confirmed by multiple people already in this thread. OP chose the chat route, was complaining to the virtual chat bot

Except that it's not required at all, as confirmed by multiple people already in this thread. OP chose the chat route, was complaining to the virtual chat bot for a whole page in the screenshot, then presented technical issues as a reason for cancelation - which the human support rep correctly tried to help the customer with, and customer engaged in that discussion, and once OP said they want the subscription canceled regardless (just a few messages later) it got canceled. If you were to run a business, and a customer tells you the only reason they no longer wish to remain your customer is because of technical issues that you know how to solve, would you just try to help them, or would you ignore it? Let's say someone disabled javascript in their browser, and your website doesn't work because of it, would you just cancel their subscription or would you offer to help and if they still insist on canceling it then cancel it like the rep in the screenshot did?