There are reasons for this.. the biggest one I can think of if someone wants to cancel for some reason that can be fixed. Maybe they can't figure out how to us

There are reasons for this.. the biggest one I can think of if someone wants to cancel for some reason that can be fixed. Maybe they can't figure out how to use a feature, or they've run into a bug with a fairly easy fix. If you've got automated cancellations, they are gone. However if they have to talk to someone, and they mention it's because of this, then you just kept a customer. This happens very frequently where I work. That being said, the fact that you have to call them is really unacceptable to me, since email is nicer for pretty much everyone involved.