Lol, damn PCCW...they gave me the same hassle when I emailed wanting to terminate my service. They responded right up until I said "PLEASE SEND ME THE TERMINATION FORM". I did, however, keep a copy of this email chain for myself.
They never sent the form, of course, but I stopped paying my bill. After 3 months they called me, asking what was going on. I said that they had never sent me the term form and offered to email the thread I had kept as proof. Being aggressive on the phone helped; I was charged nothing for those three months.
My contract WAS finished, when I initially tried to cancel, though.