In July 2014 Ryan Block, an AOL vice president, posted a recording of his call to Comcast to cancel his internet service. In the eight-minute recording, the representative keeps refusing to process the cancellation. “But how is that helping you though?” “Explain to me how that is helping you.” “I’m just trying to figure out here what it is about Comcast service that you’re not liking.”
Comcast said: “We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize.” The conduct, it added, was “not consistent with how we train our customer service representatives.”