A few days ago, I was a nasty customer - of which I am not proud - but unfortunately, I had to be, to get the service I wanted. Looking back, I know I had no other options but I really hate it when a company's stupid policies drive you to the darker side.
This was the problem: I had a cellphone that I wasn't using. The phone company kept raising the rates to the point where I was paying about $50 a month for nothing - that's $600 a year! Time to get rid of the phone. First, I deleted some services on line, such as call display, but they kept charging me. So, I went into see them at their shop at the mall and was told I would have to call them at home. No way - I had tried that before and ended up waiting online for a half hour and still didn't get done what I needed done. Finally, they allowed me to use the phone in-store and after a wait of 15 minutes, I got someone. He took all my information and then said he could do nothing but he would send me to the cancellation department. Why did he take my information then - I told him straight off that I wanted to cancel the phone. After another 16 to 20 minutes, someone else came on the line, took my information again and then said they were transferring me again and I said no. He was the cancellation service and I had already waited a half hour - he said he could take it no further and got me someone else - who then had the nerve to try to upsell me. I had enough by then and told her all the services she was trying to give me for free had been free for me all along until three months ago when they started charging me for them and that I tried to delete them since I never used them anyway. She, although friendly, kept trying to convince me to keep the phone but at this point, I wanted to cancel my home phone and internet too because of their stubborness. Finally, I got through to her to cancel my cell - now I have to wait to see if it actually happens. I did have a business phone through this company before and I had to cancel twice - they ignored me the first time.
Why hadn't I cancelled before? Mainly to avoid this whole situation - when I want to cancel a service, I want to do just that. I don't want to be upsold, put on hold in hopes that I go away or be told that I need it. All this company has done is irritate me into never using their service again and looking at other options for other services that I am using.
And that's bad business, in my books.