Why is it so hard to cancel internet services nowadays?
I feel like it’s becoming so hard to cancel an internet package nowadays. There are just so many frictions.
I got a very cheap internet service from Bell, but it was bundled with TV service and a Crave subscription. The sales rep told me that if I kept the TV service and Crave for the first three months, I would get a $200 prepaid MasterCard, and then I could simply cancel the TV service and Crave afterward.
However, when I made the first phone call to Bell, the loyalty team told me that if I canceled those services, my internet price would increase significantly because the cheap internet price depended on bundle credits from the TV and subscription services. That was not what the sales rep told me.
I double-checked with sales and then called the loyalty team again. This second phone call took about ONE HOUR before I finally managed to cancel the TV and subscription services successfully.
I honestly don’t understand why this process needs to take so long. It should be as easy as 1-2-3.
First, they need to verify my identity. Then they spend a long time talking about other offers and promotions, like mobile plans. After that, they repeat the same thing again about how my internet price could increase. Then they go through all the cancellation details and billing cycles again.
The whole thing is just unnecessarily complicated.
Even calling customer service is difficult nowadays. There are so many menu options and so many levels to go through. You have to listen to endless automated prompts and promotional messages before finally reaching the option to speak to a real human agent.
And it’s not just Bell. I feel like it’s getting harder and harder to speak to a real human agent with other providers too, like Fido. A few years ago, if I opened the web chat or called customer service, I could connect to a real person almost immediately. Now they just give me available time slots for a callback instead.
This is honestly ridiculous.