We were transferred to cancellations (aka "customer retention").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.This recording picks up roughly 10 minutes into the call, whereby she and I have already given a myriad of reasons and explanations as to why we are canceling (which is why I simply stopped answering the reps repeated question -- it was clear the only sufficient answer was "Okay, please don't disconnect our service after all.").Please forgive the echoing and ratcheting sound, I was screwing together some speaker wires in an empty living room!It’s the end of an era, sort of: Fraunhofer IIS, the developers of the MP3 audio compression format, announced that they are ceasing their licensing program.Overhearing the conversation, I knew this would not be very fun.We are very embarrassed by the way our employee spoke with Mr. Belmont and are contacting them to personally apologize.
Block began recording the conversation 10 minutes into the call. Last week my wife called to disconnect our service with Comcast after we switched to another provider (Astound).
We were transferred to cancellations (aka “customer retention”).
The representative (name redacted) continued aggressively repeating his questions, despite the answers given, to the point where my wife became so visibly upset she handed me the phone.
The way in which our representative communicated with them is unacceptable and not consistent with how we train our customer service representatives.
We are investigating this situation and will take quick action.