Appalling Call Center Experience

I called the call center to request cancellation of my policy. I spoke to a lady and explained why I’m cancelling. She connected me to Retention were I got the biggest shock of my life. I was met with a very rude consultant who said his name is Darryl/Derryl. This guy asked my reason for cancellation and I told him as I had told the lady before that. That’s when his bullying started. He started shouting at me and repeatedly asking me why I took the policy in the first place then if I’m going to cancel. I kept having to explain myself because he was like dog with a bone and wouldn’t let up. Honestly this was very disgusting behaviour and I’m shocked that clients face such when they’re calling to cancel their policies. As a registered FSP, you would think that their staff implement TCF principles. I’m wondering if thats how you train your retentions department consultants to be or if they don’t receive adequate training at all?? Now, I’m younger and I’ve been in client servicing for years so he couldn’t break me but I can just imagine how our parents get ill-treated and bul**** over the phone so much as if to drive them to the point of giving up. A simple call to cancel my policy was 13 minutes long. Based on that interaction alone, I would 100% never recommend anyone to get their policy by them and I’m also going to move my mom’s policy to another insurer because at this point I do not trust them to deliver in times of a claim if they have such people as part of their frontline staff. It truly says a lot about you guys because I’m sure I’m not the first person to experience such and if he can do such without fear of consequences, is there QA? Do you guys care about giving exceptional service to your clients? Highly doubt it.