Clearer communication on cancellation procedure
I just spent almost 30 minutes trying to get my deceased spouse's account cancelled. Albert gave me the cancellation confirmation number for both his account plan and system mechanic, then told me that I would be receiving a letter in the post in the next couple of weeks with instructions. When I asked to confirm the mailing address, Albert was unable to "because of privacy concerns," so I asked that he confirm the street number (e.g., 1234) that I would give him. He was under "privacy concerns," so he was unable to do that. When I asked how I could find the mailing address on the account, he referred me to email@example.com, to find a video that could give me information on how to do that. Meanwhile, the account is cancelled, so how am I supposed to look anywhere deeply buried on the account?
I felt that I was talking to a script, rather than a representative described as a specialist. Finally, after hearing the same lines several times, I became frustrated enough to feel like crying, so I thanked him and hung up. This session began smoothly enough - it looked like I would have one of the few easy/quick opportunities to cancel, but no. Your service COULD have been an example of making it easier for a widow to clear up the estate, but you aren't. Shame on you. No matter what "services" you might offer, it's not worth it. I will not be giving you any positive reviews.