Rogers Cable is also a nightmare. I concluded that the best way to get someone on the phone is to stop paying and wait for them to call me. That was the only way I managed to cancel my cable; I stopped paying and when they called I told them to shut off the service, then warned them that a negative credit report would result in a libel suit.
A couple of years ago, we ordered Verizon Fiberoptic and therefore gathered up all the Time Warner Cable gear and took it to the local office; I got a dated and signed receipt for everything...and this was about a week before the due-date for the next month's advance billing.
Less than a month later, we got a demand letter from a phocking COLLECTION agency demanding something like 40 bucks because we'd cancelled after the due date....I copied everything and sent it to them, TW local and corporate and threatened each and every one that I'd own their collective asses if any such bullsh*t got reported to the three bureaus.....I guess it got resolved, because the one and only reply I got was a check for about 15 bucks for the week's refund that was in fact due me.
Wifey still gets pissed at me when I go off on any TW rep who sets up at the local home shows - probably because I've got my spiel well rehearsed, and get it done very loudly in about 45 seconds....perhaps it's the profanity.