No confirmation of cancellation

[#1]

I am named on my grandparents broadband and phone account and unfortunately recently my Gran passed away and my Grandad moved into a nursing home. We are in the process of selling the house and looks like recently the new owners have initiated a Sky order which automatically cancelled Plusnet! I received an email out of the blue with the details and a termination fee due to being within contract.
Anyway I called Plusnet two days ago to sort this out and whilst not a problem with the cancellation I asked if there was anything they could do about the fee under the circumstances. The advisor I spoke checked and said he would cancel the service immediately and waiver the termination fee. I asked for this to be confirmed in email, and he said it would. I have received nothing and when I log into the account there is no change and still shows an upcoming bill for November due. I am scared they will take a large amount of money from my Grandads bank account when he cannot afford it now.
Why is communication with Plusnet so hard!? We have had several issues over the last couple right from joining up which was a huge hassle with the Phoneline, almost losing their 30/40 year old phone number and then not getting their welcome voucher! It's a joke.
Does anyone have any advice on how I get confirmation of my phonecall agreement? 🙏

[#2]

Hi there, I'm really sorry about your loss and the difficulties getting the billing stopped and the cancellation fees waived, it does sound like that hasn't gone to plan. 

I can sort this all out for you so please send me a private message with the username. 

[#3]

Thank you for the reply adamwalker I am unable to private message you as it says I don't have privileges to do so.

[#4]

@Gill501   if you reply a few more times on here you should be able to PM after 5 posts.

[#5]

Ah, I see, thanks for your help.

[#6]

Thank you for the offer of help @adamwalker I will DM you when I get access. Thanks

[#7]

One more 

[#8]

lol Thank you