I mean, it wasn't THAT bad. But that's still annoying and you should be able to cancel via their website.
They likely have metrics on how effective their attempts to prevent cancellation are. If it's worth it (save more $ by preventing cancellation than it costs to pay these chat workers), they'll continue to do it. Though, I also have been very irritated with some companies' cancellation hurdles. I could see some law where cancellation can't take longer than 5 min or something on average (that was just an arbitrary criterion). It's anti-competitive to obscure cancellation for sure.
They likely have metrics on how effective their attempts to prevent cancellation are. If it's worth it (save more $ by preventing cancellation than it costs to pay these chat workers), they'll continue to do it. Though, I also have been very irritated with some companies' cancellation hurdles. I could see some law where cancellation can't take longer than 5 min or something on average (that was just an arbitrary criterion). It's anti-competitive to obscure cancellation for sure.