2x40 minutes chat, now over 30 minutes call..

Why is it that I've waited 40 minutes, 2 times in chat for a rep to get on the chat to cancel service and now I'm on the phone waiting for over 30 minutes to try to get someone. But when I use any other option except cancel service, I get with someone in less than 4 minutes. Then they say "I'll connect you to our dedicated cancellation team".. and I'm on hold and no one picks up...  I think this is intentional. I don't think there are this many cancellations that it takes this long before a dedicated team can answer the phone.  Maybe this needs investigated from an outside entity.