Big surprise: doing a scummy business practice straight out of the Comcast playbook helps you to hold on to users.
Any service which lets me sign up online but not cancel online is incredibly distasteful.
Any service which lets me sign up online but not cancel online is incredibly distasteful.
Personally, I am usually happy to give feedback to fellow business folks, and I wouldn't be offended if someone politely asked for it from a service I was cancelling. However, if a single reasonable action to cancel and no further contact resulted in my card being charged because I didn't play along, that service should not expect a happy outcome.
We respond with: "Bummer to hear, but happy to take care of that for you. Anything we could have done better?"
Then that usually sparks a longer conversation, but if we don't hear back within 24-48 hours, we just go ahead with the cancellation.
We're also very generous with refunds and certainly wouldn't keep someone's money just because we delayed the cancellation a day or two. That's just silly.