I was being charged monthly for 2 years and the subscription didn't actually appear in their UI but somehow I was still being charged. Some sort of update/bug fix must have happened and I could finally cancel. The process was obviously horrendous in that I think I had to talk to someone on Text Chat but at least both of us could see the subscription to be able to cancel it.

I don't think companies should be allowed to charge for subscriptions that people aren't using personally.