I've gone through something similar a few times, but sometimes, it's not so bad that they don't do their job well; it's that they do it TOO well.

I'm sure you've all seen that video of the dude trying to cancel his AOL account, and the trouble he had to go through to do it. I went through the same exact thing, only I had make the phone call three times and speak to three different people, simply because they refused to just do what I told them to do and just CANCEL THE FRIGGIN ACCOUNT. They would tell me they cancelled it, and then I'd get a "Confirmation for Account Activation" letter in the mail a few days later.

OH I WAS FURIOUS!