Yeah I don't agree with that customer telling your friend that she was fat or anything but I think that if people are out of contract and plan on sticking around they should call customer care and be friendly but get their free phone or discount. Why not save money if you can especially if you don't plan on leaving anyways. Just be friendly when you call
They are called the cancellation department because that's what the company has titled them. In reality its their job to be the discounts and free phone department... The company doesn't want people canceling.