Allow accounts/lines to be cancelled through Self Serve

  • 3
  • Idea
  • Updated 4 years ago
  • Not Planned
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There's been a bunch of topics asking if people can cancel their account online because they have left Canada or don't have access to a phone, etc. My idea is to allow this in Self Serve with some precautionary security measures in place to make sure someone doesn't get screwed over. Barring some type of technical/system limitation I'm not aware of, this should be good.

1. Have a link or button entitled "cancel a line" with a warning label or little blurb in bold letters stating that it's a serious action. There'll then be a drop down menu of the phone #s. If there's only one, then obviously this will cancel the entire account.

2. Customer has to put in the reason for cancelling. Some can be generic answers and then allow an "other" reason. Then they click submit.

3. Another warning label/flag stating that this action will cancel (NOT suspend) the line by the end of the billing cycle, the plan will be gone, any negative Tab balance will be charged out, and any positive will be lost. The the customer has to confirm again that they wish to do this and then it'll be submitted.

I'm not too familiar with this, but as far as I know, the customer should be able to undo this action within 15 days.
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Jonathan I, Mobile Master

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Posted 4 years ago

  • 3
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Rocky Balboa

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I'm not trying to sound like a troll here But I don't think this will be implemented. Reason being for cancellation requests every cell phone carrier wants to know the reasoning for churn rates. (people coming/going) In doing this, this keeps the cell phone carrier competitive with the cell phone market whether it's pricing issues, phone pricing, rate plans,specials etc.
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KaneSlavik

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There needs to be customer/agent interaction so the agent can attempt to "save" the customer. Provide a better rate plan, offer a transfer of ownership, etc. While it's a nice idea, I can't see this being implemented.
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Moonmack

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One thing I like about Koodo is you don't have to try to leave to get their best rate. So I'm not sure what the customer representative could offer to maintain a customer. This is unless the person is cancelling due to a problem or error. For example, if texts are not received maybe the rep would send the customer to technical support rather than cancel, assuming that's agreeable to the customer.
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m

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fine, but they should say on the website "we need to hear from you in order to cancel your account" and they can make up some lie about customer protection or whatever.
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KaneSlavik

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It's also for customer protection as well. The account owner has to call in and request cancellation, otherwise anyone could just sign in and cancel an account.
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m

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i just cancelled and had to wait on the line with muzak playing for about 10 minutes. not awesome, but not horrible either. I guess we have low expectations of customer service these days.
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KaneSlavik

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Sometimes you have to wait because others have called before you.

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