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Nightmarish call between Comcast rep and customer trying to cancel cable goes viral

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Comcast issued an apology after one of its customer service representatives berated a customer trying to cancel his service. (Photo courtesy of Comcast)

WASHINGTON (WJLA) - A recording of a grueling, 18-minute call in which a Comcast customer service representative berates a man trying to cancel his cable service has gone viral, prompting the company to issue the customer an apology.

As ABC 7's news partner WTOP reports, journalist Ryan Block and his wife called Comcast last week to cancel their service, and the customer service representative who took his call repeatedly demanded to know why in the world he would want to cancel "the number one provider of Internet and TV service in the entire country."

Block can be heard on the call repeatedly trying to answer the question, and finally saying, "I am declining to state why we are leaving Comcast, because I don't owe you an explanation."

Block said he started recording the call after the first 10 minutes of conversation failed to convince the representative to stop berating him and simply cancel his service, and then continues for several more minutes.

Jenni Moyer, senior director of Comcast's corporate communications network and operations, told WTOP the company is embarrassed by the employee's treatment of Block and his wife.

"We are very embarrassed by the way our employee spoke with Mr. Block and are contacting him to personally apologize," she said, saying the representative's actions were not indicative of how the company trains its customer service agents.

Listen to Block's recording on SoundCloud above.

It’s not just Comcast customers are complaining about. If you hate your cable company, you’re not alone. According to the American Consumer Satisfaction Index, cable is the worst industry—ranking below health care, utilities and banks in customer satisfaction.

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