removing Disney+ is a nightmare

[Chapter1]

I was auto signed up for a year of Disney+ when Rogers bought Shaw. I kept my home internet with Shaw. A year passes and Disney+ promo expired and i get charged on the bill. I call Customer service to have that cancelled from next billing cycle, and then the crisis begins. due to some technical glitch on my account they keep putting me on hold and referring to someone in the back office to fix. they ask for my modem serial no. they assure me i wont get charged for Disney+ on next bill. and this was after several attempts to speak to an agent on the phone. and lo and behold, next bill those charges are still there. i cant get hold of any agent by phone due to long hold times. finally a chat agent confirms that these charges will be credit one time but the services have to removed by back office. again asks me for modem serial no. all agents appear to be lacking in communication in English. i just dont understand why cant i remove this disney+ from my account.

[mdk]

@Chapter1 -- how much did you pay for that first year of Disney+ ?

Have you asked an Agent to switch you from that promotion to the FREE Disney+ with advertisements that is available to every customer?

You say that you still have "Shaw Internet".  What hardware do you have?

Fibre+ Gateway 3.0 (XB8)                               Ignite WiFi Gateway (Gen 3) modem
Fibre+ Gateway 2.0 (XB7)                               Ignite WiFi Gateway (Gen 2) modem
Fibre+ Gateway (XB6)                                      Ignite WiFi Gateway modem
4K Wireless TV Players (Xi6, XiOne)              Ignite Entertainment Box
BlueCurve TV Players (XG1v3, XG1v4, XiD)  TV Player

Shaw's name is on the left.

Rogers name is on the right.

[Chapter1]

all customers got a year free of disney+ during the transition

[rstra]

@Chapter1 I wonder if you can make the changes through my.shaw.ca ? Login and select the “My Services” drop down and then “Subscriptions,” do you see Disney+? If so, select “Change your Disney+ plan.” Can you change to the free standard with ads plan?

[Chapter1]

Looking to choose a new plan or cancel? We're currently unable to make changes to your plan. Please return tomorrow and try again or contact an agent if it's urgent.

doesnt allow me to 

[rstra]

@Chapter1 That would suggest that there definitely is a glitch in your account, hopefully that get it fixed soon.