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I'm glad to hear that you've already spoken with someone from support about this issue, and I want to make sure you have all the details you need to take care of cancelling your QuickBooks Online account. I'll outline the options for you.
When you have a QuickBooks Online account, there are three ways you can be subscribed: directly through Intuit, via a mobile app store, or via your accountant. When you're subscribed directly to Intuit, the steps are as my colleague described above with going into the Billing and subscription settings to cancel. If you're not seeing that option, it could be that you're paying your subscription one of the other two ways.
If you signed up to QuickBooks Online through the mobile app, it means that you're subscribed via the mobile app store. That could be Google Play or the Apple Store depending on what device you had when you signed up. To cancel your subscription in those instances, navigate to the app store and then cancel.
In the event your connected with your accountant and it's to them you're paying your subscription fees, please get in touch with them to discuss changing or cancelling your subscription.
When you're having trouble with those steps or getting error messages when trying to cancel, it's important to speak with the appropriate team. For app store subscriptions, you'll want to connect with the app store's support team to take care of this and complete the cancellation. For an Intuit direct subscription, you should reach out to QuickBooks Online support. It sounds like you've already done that, but I encourage you to do so again as our agents have the tools and resources to get to the bottom of this and help you with cancelling your subscription.
Here are the options for getting in contact with QuickBooks Online support.
Schedule a Callback or start a Chat: click (?)Help in the upper right > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.
Both QuickBooks Online and QuickBooks Desktop are great choices when it comes to doing the books for your business, but I can see how some accountants might prefer the different functionality and interface of QuickBooks Desktop. It's all personal preference. I'm happy to guide you in the right direction when it comes to switching from QuickBooks Online to Desktop.
The Gear icon which also looks like a cog, a wheel, or even a flower to some, is located in the upper right corner of QuickBooks Online when you're accessing it from the internet browser on your computer. This is how you'll access your settings, which in turn will allow you to cancel your subscription. If you're using the mobile app, accessing the settings might look a little different, based on whether you have an Android or iOS device. Since you're looking to switch from QBO to QBDT you'll likely want to cancel your QBO subscription. Both @AddieC and @LauraAB have outlined the ways that you can do this in their replies above so I encourage you to check those out for step-by-step instructions.
Before you cancel however, you may want to consider whether there's any data that's stored in QBO that you'd like to export and save in order to make your journey using QBDT a little smoother. While you won't be able to directly migrate from QBO to QBDT, you do have the ability to export your data from QuickBooks Online via Excel and then import it into QuickBooks Desktop when you're ready. You'll need to manually enter the things that can't be exported.
Lastly, if you haven't purchased your version of QuickBooks Desktop, you can find all the information you'll need to download and install it in this comprehensive article: Getting started with QuickBooks Desktop.
If you have any other questions or need any more help with the process of switching from QBO to QBDT, don't hesitate to reach out here in the Community. All the best!