agent told me i was charged for agent assistance

I completely understand your frustration, and I'm very sorry to learn about the experience you've had trying to get this resolved. Also, please don't worry, there is no charge for participating in or posting on our forums. We certainly don't want to lose your business, and I'd still like the opportunity to review the concern with you before you make a final decision. If you're willing, please send us a direct message so we can take a closer look at the charge and see what options may be available. We'd be happy to help however we can.

We certainly don't view your inquiry as an inconvenience, and we're sorry this experience has left you feeling unheard. If you're willing to give us one more opportunity, we'd like to review the charge with you directly and provide a clear explanation of what it is and why it was applied. Please send us a direct message with your name and service address, and we'll take a closer look.

If you've already decided to move forward with canceling, we respect that decision and appreciate the time you've been a customer. Regardless, thank you for sharing your feedback, as experiences like yours help us identify areas where we need to do better.