Yeah... well, saying "cancel" at the prompt is bluffing... regardless of whether or not you talk to a person or the computer, IMO.
Yeah you could look at it that way I suppose. But in reality, they set up their phone system and used 'cancel' as a synonym for 'retention'!
I've not used it that way, when I want to cancel I'm not ever bluffing. I'm calling to cancel.
But the reality of it is that you shouldn't even have to do that. The CSR's should be able to more than they can now. But that is D*'s decision to do it the way they do. I sure didn't have any input into how they want to handle things when the customer is irritated. Did you?