I agree that the CSR was probably trained to handle the call this way although I'm sure they also teach that if the customer still insists they want to cancel (x amount of times) during the call they must cancel the service without further delay.
I had a similar incident with DirecTV in 2011.
I was out of contract and decided that their [censored] SD picture quality and crummy channel selection for the money was not of any value to me anymore. So I called in to cancel. I simply tell the retention CSR that I was transfered to to cancel my service.
The obnoxious and annoying CSR I am guessing came from Jamaica originally, asked why I wanted to cancel. I explained that the value for the money is no longer there and I simply want to cancel. The clown then goes on to ask me what it will take to stay with DirecTV. I tell him I don't want to stay I want to cancel. I tell him that I only want to pay 25$/mo for my current package with no new contract, that is it. If that arrangement can't be met I want to cancel now! If he can do that I will agree to stay. I have already been on the phone with this jerk for alomst 20 minutes now..He puts me on hold for what seems like at least 10 minutes, he comes back on and tells me it isn't possible that the market value is higher than that. I say fine I told you you couldn't meet my needs so cancel my service..NOW. He gets belligerent and starts to bark at me...Well you have lots of PPV orders on your account that you haven't payed for!" Practically yelling at me now, I say excuse me, I have EXACTLY ONE PPV which was ordered accidentially a year ago and I called in within minutes of the issue and alerted the CSR, who promptly elminated the charge. I tell this retention punk CSR to either cancel my service immediately or I am going to contact the state AG where DirecTV is located and file a complaint against the company. He finally cancels the service and does NOT even appologize for his asinine behavior.
After that outrageous exchange I send a return, receipt, requested snail mail to the then CEO of DirecTV Mike White to alert him to the problem I had, and asked him to investigate the issue and have his office get back to me with some answers.
Well 10 days later I received the RRR receipt signed by the DirecTV HQ. I waited and NEVER heard ONE PEEP out of them after that. I will never again use DirecTV. Obviously their executives don't give a [censored] about the treatment of the customer.