"while it is company policy (AOL is well known for not letting (giving people a hard time) people cancel their account) if that is an accurate transcript he took it way to far. Company policy or not, there's gotta be some point where you're just like, 'ok, sorry you're not happy with our service. we regret that we can't make it better for you, thank you. we will cancel your account' or something along those lines. and the reps need to use their head more in those situations."

Uh, yeah. This went on for well over 20 minutes, and I've heard portions that weren't on the regular news channel (not quite the whole thing, though), but from what I heard, this sales rep had serious issues. He was not interested in keeping the dude's business. He was taking it personally, and just trying to keep the customer going. It was a power play, pure and simple.