I had some of the same problem, the key is to deal with one person their if at all possible. Don't be afraid to ask for them by name. And as a general rule (with anything retail) never wait for a call back. They told me the same thing regarding my number port. I didn't hear back from them "first thing" and as it turns out the guy working with me had to make calls on his day off to make sure I was being taken care of.

I also figured out that they are pretty swamped. If your going to call, call right when they open (PST) or you will end up waiting 20 minutes.

Obviously you have already canceled so this info does not help but I hope it is useful to someone else down the road.

-d