The old 3040 series sim cards are known to have issues. Unless you have the 4000 series, you are prone to issues related to sims.
There is so much to do in the job of a relations or service representative, it usually takes about a month to get the hang of things, I became a relations representitive a couple months into my job, and I've seen relations reps be 10 x worse then some of the customer service reps.
You can't call the cancellation department expecting better service because you know they've been there longer. Give customer service a chance. Eventually the reorganization of the company will stop this abuse of the cancellation department.
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