At least they were able to cancel it online. I used to work for a top 3 cable company as an online chat agent (which was way better than being on the phone and having to hear people yell at me because of takedowns and other bullshit) but I could not setup cancellations and had to tell people to call in.

It wasn't just policy, I was actually restricted from those services on a customer's account. So at least a dozen times a day I had to deal with people getting mad I was telling them to call in and I wanted so bad to say "look I don't care if you want to cancel, I would do it for you if I could".

Other than that though, people who I felt got screwed over for other issues but were still nice in the chat would get free premium channels for a couple months if the system let me apply it to their account.