Or perhaps they are/were being selective. If people on certain plans almost never hang around because of the extra steps and never move to a different product i

Or perhaps they are/were being selective. If people on certain plans almost never hang around because of the extra steps and never move to a different product instead of leaving after taking to a rep, they might just let those customers go to save effort. This is particularly likely for services that were originally loss-leaders to get people in and the company makes nothing from them directly (or makes a small loss).