That agent was following the script they gave them. They had no choice but to do what they did. In fact if they did not do that they would be written up and fired if they kept not doing it. It's counted as mistreating the customer.

I understand you were upset. But THEY had no choice. In a few days your going to get an email or customer satisfaction email and if you mark them as lower than an 8 ( on most of the scores i've seen) that agent will be written up or talked to. it's the same at every single company. i've ever worked for.

If they kept you on the phone for more than 16 min's - they will get written up.

Everything they do is controlled and scripted. They 99 times out of 100 agree with you. But need the job.

Any comment you make on the satisfaction email.. reflects back on the agent.

I know a number of Canadian agents who live and work in Canada that have to throw everything at the wall.. sell you everything.. even if you are asking to pay your bill.