Cancellation of services

why is it so difficult to cancel services? After having visited the store, chatting 3 times online as well as talking to real person I am still not sure the status of my account.

on top of that I have new equipment shipped to my house which I have sold? This is really and disappointing. On top of that the chat bot is useless and of no use as it keeps on repeating options when it fails to understand issues. Can any employee help?