The customer doesn't have to be cordial and polite; the customer has no obligation to the company aside from paying for the service recieved. Sure, he could have just lied; but he shouldn't, and doesn't, have to. Also, you all keep disregarding the fact his wife Veronica Belmont (which everyone who knows her from all her work and social accounts, knows she's super nice and polite) was the one who spent the first 10 minutes on the phone trying to cancel, putting up with the retention agent's ****. When she couldn't get anywhere/couldn't deal with it anymore, she gave the phone to Ryan. That's where they say the recording starts.
And while I feel the retention agent was obviously a bit too pushy, I don't blame him either. It's Comcast pressuring the retention agents to prevent any and all cancellations they can, by fear of losing a bonus or their very jobs, that caused the retention agent to be so adamant about not letting the customer cancel.
The customer shares no percent of the blame here, the actual agent maybe 5%, and Comcast's company policies take 95% of the blame IMO.
Ryan even said on twitter to Comcast, who reached out to him, "I don't want you to fire that agent over this, I want you to change your company policies".
So everyone who thinks the customer is to blame here, I can't help but hope Comcast buys you dinner and hands you some lube before you thank them for 'serving' you