Requesting the cancellation of a service should not be a battlefield. However, when I tried to exercise my right as a Yazztel/Orange customer, I encountered operators who responded with disrespect and evasiveness. Instead of facilitating the process, the treatment I received was hostile, with confusing arguments and raised voices. I share my experience so that others know what to expect and how to act.
The retention technology: a wall of scripts and bureaucracy 📞
Behind the refusal to process a cancellation is a system designed to retain customers at all costs. Operators follow predefined scripts that prioritize offers of loyalty discounts or temporary discounts, ignoring the initial request. Technically, the process is prolonged with transfers to retention departments, which use CRM tools to label the customer as dissatisfied and apply pressure. This is not a failure, it is a calculated strategy to wear down the user.
My patience went down (literally) 😤
After half an hour of discussion, the operator offered me a 10% discount if I stayed, as if my complaint was a flea market haggle. I replied that my patience no longer had a discount, I just wanted the cancellation. His response was a silence followed by a are you sure? that sounded like a plea. In the end, I achieved the goal, but it left me with the feeling of having left an interrogation room, not a service call.