Horrible Amanda in cancellation department,

This is absolutely horrible! After trying to speak to a consultant for a week waiting on the phone for 2 hours per call! No answer! Finally someone answers with the name Amanda in the cancellation department. She was absolutely rude as I requested help after paying a massive cancellation fee. She told me I paid less though I have the slip in my hand. Then she put me on hold and just left me hanging for 20 min until it said , not available! This is horrible service! I can’t believe this! What is going on!?