HelloFresh review: Customer service

Tried to cancel service on my phone due to my spouse losing his job. You cannot do so on your phone, you have to access a computer (which I wasn't around at the time) so I "skipped" as many meals as it would allow. They did not send reminders that service was resuming, then deducted $153 dollars from my account and couldn't change my meals. I contacted customer service who kept telling me there was nothing could do due to "strict policy enforcement" of their company (not allowing them to help customers). My rep, "Heine" was ridiculous and kept ignoring the things they did not want to hear. I asked for a method to make a formal complaint and they said, "no worries, I'll do that for you myself — click." I've been a loyal customer for years. (I don't think they realized that becuase I had used another email address previously, and this one I had only used for 8 months). They did not care about my situation, and I know for a fact from the line of work I'm in, it could be cancelled and refunded if they truly wanted to help a previously loyal customer.