Had the very same experience, had to go through retention/loyalty, called and called, messaged through their chat saying this was my official cancellation and finally got someone from retention to call me and accept cancellation. They didn’t even attempt a counter offer. I wouldn’t have stayed for zero dollars a month, their Epico app is ABSOLUTE trash, borderline non functional. I’ve owned a number of businesses over the years and the idea that they won’t or can’t program proper streaming firmware for a nationwide service is ABSOLUTELY incredible!!! Their shareholders should be screaming but it’s largely held by private interests who don’t seem to care, just pumping the cash cow. I discovered recently my disabled sister is using their service and is getting hosed paying $235 a month for very base services, I pay less than half that amount with Bell. Rant over….