Zero customer service

Whenever I want to disconnect a service, there is a problem! There is never a problem when I want to connect a service or make a payment. I could never disconnect a service from the website or app. It always states there is a problem - contact an agent. Then you go on live chat, and 30 minutes later, the agent tries to tell you he can't do it - I must do it on the website. Doesn't matter that I just told him I couldn't do it - it never permits me to do it. Always a long story before they disconnect the service. Today, they keep on telling me they can't do it - I must do it. WHAT DON'T YOU UNDERSTAND -it doesn't allow me to disconnect the service. Not once before did the system permit me to discontinue a service!! Absolutely useless.