When I cancelled our AOL service, it was a long and painful ordeal. The operator kept on asking me irrelevant questions, often the same ones over and over again. I had to state multiple times that I wanted to quit AOL, but only after 15 minutes of a steadfast unwillingness to reconsider staying with AOL did the representative finally get the cancellation process moving.
AOL is training their people to hassle people from dropping their services. Although I didn't have nearly as hard of a time as this guy, the conversation bears an eerie resemblance my own personal experience.