Because I've been "on the other side" of things too. Genuinely, sometimes calls simply get transferred to the "wrong people", the CSR rep is brand new, the sys

Because I've been "on the other side" of things too. Genuinely, sometimes calls simply get transferred to the "wrong people", the CSR rep is brand new, the system itself gets backed-up (Poisson distributions can be a bitch), the company is going through a transition to a completely new CSR interface, or the general counsel just shoved an entirely new set of operating agreements up everyone's ass. Companies are made of people. I consider 1 hour my botd (benefit of the doubt) tax for cancellation of consumer services. Also note, that's not one continuous hour of time*attention.