Twenty minutes? Did you maybe intend to say twenty second? Because twenty minutes sounds rather terrible.

Secondly, realize that this guy's entire job is to do exactly what he did: This is what Comcast trains him to do; It's what they pay him to do; His rewards are based upon him doing exactly what he did. His role is not to fulfill your cancellation request, but to do everything possible to stop you from cancelling.

Bad apple? He is probably the star of Comcast's retention department. Comcast will probably play this tape as training material.