I think it’s bass-ackward that I have to call and cancel to avoid having a new item and charge added to our bill from a large company. Before I dial the number listed for customer service, I gather all of the information I can think of that might be needed–our account number, my husband’s social security number because our account is in his name, our street address and our former landline phone number that’s usually still in their file. I write them all down including my cell phone number to be sure I recite them correctly if asked. Then, just like I’m going on a trip, I go to the bathroom and get a drink. I have no idea how long this session may take. I carefully input their number and a machine promptly answers. The menu follows: select 1 for this, select 2 for that, etc. My problem doesn’t seem to fit any of their categories such as my balance or when I made my last payment–I know those answers. I listen to the menu a second time and select what seems to be the closest. I’m assured my call is important to them and it will be answered by the next available person. The wait begins and some music.
When a person answers, I politely say I don’t want the new feature. Then, I have to listen to a spiel about how great the addition would be. I reiterate my no, thank you. I try to be courteous because I know the person I’m dealing with is only following orders and has no control over the situation.
I wonder if the ‘powers that be’ make these calls as annoying as possible to discourage people from using what I think should be labelled their customer frustration number.
Do you have any tips for making these calls easier?