FWIW, kmersh's advice didn't help--the veep ignored my email. What finally worked is opening up a service ticket for a performance/account issue. Then they gave me a special number to call with a real English-speaking person who actually seemed to close my account. The number is 866-578-7474 but I think you need a case number to get results. You get that by opening up a ticket online--or at least that's how I did it.