I’m extremely disappointed with the cancellation process at Foxtel. Customers are forced to call and navigate a deliberately difficult process just to cancel a subscription, something that should be simple and accessible online. It’s clear this setup exists to pressure people into staying, offering discounts or alternate plans in a last-ditch attempt to retain customers.When I asked how long the cancellation would take, the representative told me she had “no idea, could be five minutes, ten minutes, who knows.” I explained that I simply needed to cancel in the most efficient way possible, as I had a newborn in my arms and a toddler needing my attention. In response, she abruptly put me on hold for five minutes without explanation or warning.This behaviour was unprofessional, inconsiderate, and unacceptable. Paying customers should not be subjected to such a dismissive and frankly bitchy experience. The fact that Foxtel enables this conduct reflects very poorly on the company as a whole.I will never recommend or use Foxtel again purely based on this experience. The cancellation process should be customer-friendly, transparent, and available online without requiring a phone call. Forcing people into uncomfortable conversations as a sales tactic is manipulative and outdated.
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