upsetting

I had a Cox land-line feature i added to my service. I have a Panoramic WIFI modem, so the land line jacks are on the back of the modem. I called to activate my land line. 2 months later, i decided to call customer service and disconnect / remove my land line feature. I opted to CHAT..and was connected to a 'specialist'. Now...i hope COX reads this, because i have just sent a letter to the CEO in Atlanta over this. The 'specialist' ( init. and last name noted)- kept me on the chat for 45 minutes. He/she/it...would NOT disconnect my phone. I was peppered with a zillion Q&A and finally, i texted in CAPS to this 'specialist' : " ENOUGH! YOU ARE ANNOYING AND ARE INCOOPERATIVE...JUST DISCONNECT MY LAND LINE FEATURE ...NOW!"..the response was "let me connect you to tech support" to get your landline back up and running properly. ..then when i thought things could get no worse...the Specialist also told me that " i have a special modem to connect my landline, and i need to return the property. I told "specialist" that i have internet with a Panoramic WIFI and that 'I WAS NEVER ISSUED A MODEM:! "SPECIALIST" told me: quote, word for word verbatim: "Oh yes you do! it shows on your account and you will be fined if you do not return it!"....OMG....I was so upset, i closed the chat and called a live agent..human flesh. He gladly did it in lest than 4 minutes! Now..i have contemplated to probable causes...can some of you tech-saavy members in the community enlighten me as to if both are probable? first #1: i think this 'specialist' whose name i have, was doing all of this on purpose just to get a good laugh to see how far he /she/ it (AI) could take this to see how badly they could outrage me. Second #2: This was an A.I. i interacted with, and everything went south as in FUBAR. Sorry for the acronym,, just think of the F..letter representing "Fouled-Up"...and indeed it was. Conclusion: to vindicate myself ..i am truly a mellow, easy going, low tempered guy....i never get worked up unless it is a really big professional who knows what personal buttons to push.  And He/She/ A.I. cleverly discovered them all,,,with precision. So...just after hanging up the phone with a very kind Cox technician, with a sigh of relief...i awoke the following morning to see an email informing me of a service appointment for Sept. 4, between 8 and 10 AM. Guess what? ..i did not make, create nor consent to ANY APPOINTMENT!  So...did He/She/ A.I. jab me with one more vexation of incredibly clever indignation? Probably...now i have to call COX in the morning to cancel this appointment for service in my home...and ask them WHY it was made by...He/She/ A.I.? ( only explaination i have)....Cox...i hope you read this, because i am asking you....WHAT THE HECK IS GOING ON????? and WHY did this CHAT turn into memoire of high blood pressure for me? Yes...this really happened.  Was it A.I....or an employee on their last day of work?