At one point he says it's all about improving Comcast's service. "I'm trying to help my company be better," the rep tells Block. "That's my job.
"I can guarantee you right now, you're doing an incredibly good job at helping your company be worse," Block replies.
Block did the young man a favor by keeping his name confidential. Perhaps this is out of empathy. As John Herrmann of The Awl puts it, "If you understand this call as a desperate interaction between two people, rather than a business transaction between a customer and a company, the pain is mutual. The customer service rep is trapped in an impossible position, in which any cancellation, even one he can't control, will reflect poorly on his performance."
Comcast told Sam Gustin of Motherboard that it's "investigating this situation" and maintains that this isn't how its customer reps are supposed to behave.
Block told Gustin that his objection to Comcast stems from the company's government lobbying and its monopolistic behavior; since he has the "extraordinarily rare luxury" of being able to switch to an alternative provider without moving his home, he chose to take advantage of it.