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I tried to cancel a subscription through a chat bot for 20 minutes
Signed up for a streaming service trial last month to watch one show. When I went to cancel, the chat bot kept asking if I wanted to pause instead. After 5 tries of typing 'cancel my account' it finally sent me to a real person. That person tried to offer me a discount three times before they actually processed it. Took 20 minutes for something that should have been a single button click. How hard is it to put a cancel button on the account page without hiding it behind menus?
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oscarm2423d ago
Wow, I actually have to jump in here and defend the companies for once. You KNOW they make it hard on purpose because it WORKS for them. If you have to jump through hoops and talk to a person, a LOT of people just give up and keep paying. That's exactly how they design these systems. The pause option is genius on their part too because it lets them keep you on the hook while pretending to be helpful. Honestly if it only took you 20 minutes you got off EASY compared to some people I know who had to call and wait on hold for an hour just to cancel a gym membership.
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