July 15, 2014

I've never tried to drop services from my Comcast account without a customer retention rep offering me all kinds of free goodies (basically, the way they work is, if you say you want to drop premium channels, they're going to charge you more than if you keep them). But I've never tried to close the account completely, so I'm flabbergasted to find what it sounds like for this couple:

Writer Veronica Belmont and her husband Ryan Block, a product manager at AOL (parent company of The Huffington Post), called Comcast last week to disconnect their service. The couple planned to switch to another cable and Internet provider, but the customer service representative who handled their call had no intention of letting them do so.

According to Belmont:

He began asking me why we switched and that he would get us a better deal. I said, again “No, thank you, we’ve already switched, I just need to turn off the service in the old place.” It went back and forth like that for another five minutes. At one point I actually pleaded with him, “Please, I don’t want to get into a back-and-forth, our minds are made up and we just need to cancel.” He wouldn’t relent.

So Belmont handed the phone to Block."Overhearing the conversation, I knew this would not be very fun," Block wrote on SoundCloud. "What I did not know is how oppressive this conversation would be. Within just a few minutes the representative had gotten so condescending and unhelpful I felt compelled to record the speakerphone conversation on my other phone."

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