This has nothing to do with confidence. It is a psychological manipulation tactic to make it more difficult to cancel, in the hopes that the subscriber will gi

This has nothing to do with confidence. It is a psychological manipulation tactic to make it more difficult to cancel, in the hopes that the subscriber will give up partway through the process because they don't want to pick up the phone. It's all about profit. The shareholders don't really give a damn about the company's confidence in its product. They care about subscriber numbers and the dollars that come from them. The quality of the product is way secondary to that.