This is poorly ran Customer Service. I understand making customers call in to cancel so you can verify it is the correct person, etc, however that can be done using a virtual live chat agent too. I have been calling for over an hour to cancel and the automated answer agent says it is directing my call to the billing department then I get a recording saying all agents are busy right now and it disconnects. I thought I would try the customer service number to speak to an agent there instead of billing and same thing happens, "all agents are busy" then it hangs up. I've been trying to do this for weeks...I'm frustrated with your lack of customer support. You are a large company, you should be doing better.
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