Request: cancel the 2nd phone line, leave the primary number intact.
I have made 5 phone calls on the same account maintenance issue, since Aug 7th. One about every 3-4 days. Each time my agent was courteous, and gave assuring information, but each time they were simply not effective.
Result: 8/7 - request taken, but no action
2nd request - wrong line terminated
3rd request - "Eric" said he would fix in 4 hours
4th request - "Raul" said he found the correct form
5th request (8/20) - "Tanya" said it was half-done, and she requested the second part.
Both Raul and Tanya were not convinced wrong number was terminated, and nearly (politely) argued everything was fine....until I asked them to test-dial. They both were suprised, saying "uh...we have a problem"
At the conclusion of each call, the agent said it would take 24-72 hours to fix. Given how this has gone, I don't understand why they can't escalate.
I will monitor for any helpful response.