Just an update for future searches on the subject:
The chat option no longer works, nor does communicating via WhatsApp.
Call 800 510 0510 from a Mexican line.
They are high pressure to not lose the account. Even to the point of trying to persuade you to transfer the account to a friend/family member.
If you need English, the process may take you through 3-4 people before you get to a person in the cancellation department. I've been put on hold for long periods. Budget some patience. Alternatively, it may make sense to just have a Mexican friend make the call with you. There are few bilingual people in the cancellation department.
The cancellation process will set up a day to collect your equipment in which someone will come and retrieve it. For me it was a minimum of 5 days out.
I've liked using TotalPlay in general, however the cancellation process was less than efficient.