How is it even possible to give such bad service?

There are no words to describe how badly they treat paying loyal customers. (Now an EX customer after 8 years)

You quite literally have to BEG for someone to help you. Call centre wait times of 30 to 40 minutes only to be cut off after 2 minutes. Online chats that are never answered, and you even wait 45 minutes to speak to a "customer retention agent" so you can cancel your service.

Who have they ever actually retained as a customer after making them wait 45 minutes to speak to an agent?