2:51
Block noted that the recording starts 10 minutes into the conversation. Here's a transcript early on of the 8-minute recording:
Block: Ok, we'd like to disconnect. We'd like to disconnect please.
Comcast: Ok, so why don't you want the faster speed? Help me understand why you don't want faster Internet.
Block: Help me understand why you can't just disconnect us.
Comcast: Because my job is to have a conversation with you about keeping your service, about finding out why it is you're looking to cancel the service.
Block: I don't understand. Is this for...?
Comcast: If you don't want to talk to me, you can definitely go into the Comcast store and disconnect your service there. You can kill two birds with one stone. You've got to return that cable card to the store anyway.
Block: We're actually going to just mail the cable card in, but if you can just please cancel our service, that would be great. That is all we want.
Comcast: We are actually not able to return a cable card by mail.
Block: Then I will send someone, like a TaskRabbit, to go return the cable card for us. I don't personally intend to go return the cable card. That's why we're probably not going to be canceling in-store. So that's why I need you to cancel by phone. So can you cancel us by phone? The answer is yes, correct?
Comcast: It sounds like you don't want to go over this information with me. I mean, if you don't want to go over that information, ok, then that's the easiest way to get your account disconnected.
Block: I am declining to state why we are leaving Comcast, because I don't owe you an explanation. So if you can just please proceed to the next question...if you have to fill out your form, that's fine. Please proceed to the next question, and we will attempt to answer that if possible.
Comcast: So, I mean, being that we are the number one provider of Internet and TV service in the entire country, ok, why is it that you're not wanting to have the number one Internet rated service, number one-rated TV service available?
Block: I'm declining to state. We're switching providers. Can you please go to the next question?
Comcast: Ok, so what is about Astound that's making you want to change to them?
Block: I'm declining to state. Can you please go to the next question so we can cancel our service?
Comcast: Ok, so, I mean, I'm just trying to figure here what it is about Comcast service that you're not liking, that you're not wanting to keep. I mean, why is it that you don't want to keep that service?
Block: This phone call is a really actually amazing representative example of why I don't want to stay with Comcast. So can you please cancel our service?
Comcast: Ok, but I'm trying to help you. Ok, you are not letting me help you by declining answers by doing all this. I'm trying to hear you.
","canonicalUrl":"https://abcnews.com/Business/comcast-apologizes-unacceptable-customer-service-call-end/story?id=24567047","legacySlug":"/news/story/comcast-apologizes-unacceptable-customer-service-call-end-24567047","noIndexNoFollow":false},"publishTime":"18:25","publishDate":"07-15-2014","updatedTime":"18:04","updatedDate":"07-16-2014","socialImage":{"alt":"Comcast Cable installation trucks are seen parked at the Comcast facility in Sellersville, Pa., Dec. 20, 2001.","credit":"ASSOCIATED PRESS","ratio":"16x9","url":"https://s.abcnews.com/images/Business/AP_comcast_jef_140715_16x9_1600.jpg","width":992,"height":558},"datePublished":"7/15/2014 18:25:00 GMT","video":{"live":false,"id":24567047,"headline":"AC","mediaAssetTitle":"KIM_Comcast call_140715","description":"Comcast apologizes for employee who refused to take no for an answer.","duration":"2:51","posterImg":{"url":"https://s.abcnews.com/images/GMA/default-img-undefined.png","width":608,"height":342},"video":{"feed":"https://service-pkgabcnews.akamaized.net/opp/hls/abcnews/i/abcnews/140716_gma_smith_742_,800,1200,1800,2500,3200,4500,.mp4.csmil/playlist.m3u8"},"playlist":["24583508","24568694","24571497"]},"relatedItems":[{"contentType":"story","date":"July 16, 2014","headline":"What Cab Drivers Learn in 'Charm School' to Compete With Uber","section":"news","slug":"/news/story/seattle-cab-drivers-learning-charm-school-24583508","id":24583508,"image":{"alt":"What Cab Drivers Learn in 'Charm School' to Compete With Uber","url":"https://s.abcnews.com/images/Business/KOMO_taxi_driver_charm_school_jc_140716_4x3t_240.jpg","credit":"KOMO","ratio":"1x1"}},{"contentType":"story","date":"July 15, 2014","headline":"Atlantic City Used to Be the Place to Visit in the Summer","section":"news","slug":"/news/story/remember-atlantic-city-place-24568694","id":24568694,"image":{"alt":"Atlantic City Used to Be the Place to Visit in the Summer","url":"https://s.abcnews.com/images/Business/GTY_atlantic_city_1_sk_140715_4x3t_240.jpg","credit":"Michael Ochs Archives/Getty Images","ratio":"1x1"}},{"contentType":"story","date":"July 15, 2014","headline":"Kim Karashian App Game On Track To Make $200 Million","section":"news","slug":"/news/story/kim-karashians-app-game-track-make-200-million-24571497","id":24571497,"image":{"alt":"Kim Karashian App Game On Track To Make $200 Million","url":"https://s.abcnews.com/images/Business/GTY_kim_kardashian_jt_140715_4x3t_240.jpg","credit":"Dominique Charriau/Getty Images","ratio":"1x1"}}],"relatedContentSection":"news","schemaContent":{"name":"AC","description":"Comcast apologizes for employee who refused to take no for an answer.","duration":"2:51","uploadDate":"07-15-2014","publication":"07-15-2014","images":"https://s.abcnews.com/images/GMA/default-img-undefined.png","url":"https://service-pkgabcnews.akamaized.net/opp/hls/abcnews/i/abcnews/140716_gma_smith_742_,800,1200,1800,2500,3200,4500,.mp4.csmil/playlist.m3u8","contentUrl":"https://service-pkgabcnews.akamaized.net/opp/hls/abcnews/i/abcnews/140716_gma_smith_742_,800,1200,1800,2500,3200,4500,.mp4.csmil/playlist.m3u8","link":"https://www.goodmorningamerica.com/news/story/comcast-apologizes-unacceptable-customer-service-call-end-24567047"}},"playlist":[{"id":"132628890","contentType":"story","section":"news"},{"id":"132569874","contentType":"story","section":"news"},{"id":"132567885","contentType":"story","section":"news"},{"id":"132510121","contentType":"story","section":"news"},{"id":"132473181","contentType":"story","section":"news"},{"id":"132497933","contentType":"story","section":"news"},{"id":"132281378","contentType":"story","section":"news"},{"id":"132283010","contentType":"story","section":"news"},{"id":"132273278","contentType":"story","section":"news"},{"id":"132231169","contentType":"story","section":"news"},{"id":"132206748","contentType":"story","section":"news"},{"id":"132200241","contentType":"story","section":"news"},{"id":"132054443","contentType":"story","section":"news"},{"id":"132054798","contentType":"story","section":"news"},{"id":"132033010","contentType":"story","section":"news"},{"id":"131912713","contentType":"story","section":"news"},{"id":"131830583","contentType":"story","section":"news"},{"id":"131834976","contentType":"story","section":"news"},{"id":"131554765","contentType":"story","section":"news"},{"id":"131554815","contentType":"story","section":"news"}],"kvps":{"pgtyp":"article","lang":"en","sp":"goodmorningamerica","programmatic":"true","bundleId":"com.abcnews"}},"analytics":{"accountID":"wdgnewwdgnewgmaweb","ns":"gma","pageName":"gma:news:video","pageType":"video","globalSpecVersion":"v1.08","siteDifferentiator":"gma:site","tagID":"g_page01","userABCookie":"0","section":"news","title":"AC","pubTime":"14:25","pubDate":"07-15-2014","modTime":"14:04","modDate":"07-16-2014","taxonomyTags":"none","id":24567047,"editorialOtherSubjects":"","wordCount":"none","columns":"none","authors":"","authorsUnit":"none","authorsBureau":"none","subBrand":"Good Morning America","provider":"Good Morning America","videoName":"AC","mediaAssetTitle":"KIM_Comcast call_140715","videoId":24567047,"mediaOnPage":"video","legacySlug":"/news/story/comcast-apologizes-unacceptable-customer-service-call-end-24567047"},"taboola":{}},"request":{"headers":{},"httpVersion":"1.1","method":"GET","url":"/video/24567047","vary":{"host":"www.goodmorningamerica.com","cached":true,"path":"/video/24567047","forwarded-proto":"https","device":"desktop","userab":"0"}},"viewport":{"width":1260,"height":0},"user":{}};