PHMG review: Service, customer support, unacceptable recovery team

We have had PHMG as our office servicer for almost 6 years. Our contract is for 3 years and, due to lack of service, we decided to terminate our contract. We provided a voicemail script and extensions list in August, it is December and only one of those tasks has been completed. I requested termination information from Gavin but have not received a response.

I called their customer service line to request information on how to cancel my contract at the end of our term (8 months in advance). I was transferred to the recovery department where I spoke with Michael. Michael was aggressive, unprofessional and rude. He raised his voice and refused to give me an email address or mailing address. He said he spoke to my boss yesterday and gave us a discount for the issues in service and that was in good faith to keep us as a customer through another contract term (3 years).

I informed him that my conversation with our leadership team this morning is what brought me to call him and that I needed to get this information and that I was not terminating immediately. I was hoping that the service would improve and at the end of the 8 months, I wouldn't WANT to cancel. But it is my right as a customer to have the information needed to cancel when ready and in observance of their 42-day required notice.

He would not give me his email address and kept stating, "your boss has my email." I asked him if he was purposely withholding the information and he would say "you just aren't understanding the situation." He spoke over me multiple times and eventually when I asked him to be respectful of my turn to speak, he disconnected the line. He called back and left a voicemail on my line asking why I had hung up and to call him back.

I called back and he apologized for his "role in our last conversation." He said he would send me his email and the address, it has been over an hour and I still have not received the information.

I brought the incident to my bosses and we have decided to terminate our contract with PHMG effective immediately.