Companies rarely make canceling a subscription easy. Typically, customers must navigate two or three attempts from service agents, begging them to reconsider.
It's a conversation we've all endured for a painful four or five minutes.
However, AT&T took this conversation to an entirely new level, keeping a desperate customer on live chat for 75 minutes.
In that time, the customer had to ask the service agent a whopping 18 times to cancel their line before they finally obliged.
Venting their frustration on Reddit, the customer shared screenshots of the remarkable live chat conversation in two parts – due to its excruciating length.
Part 1
So this was a conversation I had with ATT… byu/BudgetPea9967 inATT
Part 2
Rest of So I had this convo with att byu/BudgetPea9967 inATT
Sharing more information, the customer noted that they had been a loyal AT&T customer for ten years, “happily using their services.”
"I used to use ATT live chat for everything," they continued. "It was easy to get lines in and out, but I don't know what changed."
After finally closing the line, the customer has since canceled all their other AT&T services, switched to T-Mobile, and filed a complaint.
AT&T has not yet responded to that complaint.
Most commenters shared their sympathy with the customer. One user stated: "I would cancel all of my other services as well for behavior like that."
Meanwhile, others praised the customer for keeping their composure and seeing the conversation through to the end.
Finally, some started to share similar experiences with AT&T and other brands, which made for equally bleak reading…
Cancelling a Subscription Is "Like Pulling Teeth"
“Cancelling a line with them is like pulling teeth any way you go about it,” said one user when reflecting on their final days with AT&T.