Just want to manage my own service

Spent half an hour trying to remove a line just to find out I really can't. Have to get the ai to direct me to probably the slowest customer service of all time. I had to send in codes twice and then all of the sudden he had several questions he wanted me to answer (really fast, but actually the complete opposite.)  

I said why? I am paying for that line, and it's not longer in use anyway. I want to remove that.

It shouldn't be this hard and difficult and irritating to do something as simple as removing a line I am not using. 

20+ minutes for something that would have taken me as long as 2 minutes to do in the past.