I've tried to cancel my account twice but this morning was the final straw. The Verizon agent claimed my PIN number wasn't working (the same one I used on 7/20 when I made my first attempt to cancel the account) and that she would have to mail a form to me. I called again and was put on hold for 20 minutes before I was forced to give up since I'm at work. I found out after the fact that I could reset the PIN online, which of course the agent failed to tell me. If Verizon does not cancel the account I will file a complaint with the attorney general.
Your states Public Utilities Commission or Public Service Commission would be faster since they gave a toll free number for Verizon issues of poor service or other service issues.
attorney generals is good if they regulate the utilities.