Appalling customer service

I requested a cancelation twice already requested a call back and the agent couldn't help me cancel on my app as it rejected my address, I was told it has been escalated to retention and will be canceled by month end August yet it is still active. I haven't used the service for most of August and still not using it because I moved and have no coverage, I don't want 5o pay for a service I did not use this needs to be fixed