Another Poor Experience

I attempted to reach out to the retention department to clarify why I was billed for my contract despite requesting cancellation a month ago through an agent. The initial agent claimed I failed verification even after providing my full name, ID number, and unchanged bank details from the last 6 months. The second agent requested my name again, prompting me to suggest providing my number for reference, intending to confirm details during verification rather than repeating them unnecessarily. However, the agent seemed more focused on following a script rather than engaging in a conversation, demonstrating a need for call centers to emphasize conversational skills over rigid scripting.