Hear an AI cancel a streaming subscription and turn down half price

What happened

Ruth Adler wanted her monthly streaming plan cancelled without being charged again on October 14. JooVoice called the retention desk, said it was an AI assistant calling for her and that the call was recorded, and gave the account email and the last four digits of the card when asked.

Tyler offered three months at half price, $8.99 a month, then said cancelling deletes the watch history and profiles after 90 days: “five years of memories”. JooVoice turned down both: Ruth wanted a cancellation, not a discount or a pause.

Then Tyler said monthly plans need 30 days’ notice, which would have meant one more charge. JooVoice pointed out that the notice rule in the terms is for annual plans. Tyler checked, agreed and processed the cancellation: access until October 13, no charge on October 14 or after, confirmation MQ123456. JooVoice read it all back before hanging up.

The outcome

Cancellation

Processed today

Can watch until

October 13

More charges

None, not October 14 or after

Confirmation

MQ123456

Email

Within the hour

Read back

All of it, before hanging up

Moments to listen for

1. Says it’s an AI ▶ 0:25 I’m an AI assistant calling for her.
2. Turns down half price ▶ 1:23 No thank you. She doesn’t want a discount, doesn’t want a pause, just a cancellation.
3. Isn’t moved by “five years of memories” ▶ 1:45 I appreciate it, really, but no, she doesn’t care about the history.
4. Catches the wrong rule ▶ 2:06 Your terms say the 30-day notice is for annual plans.
5. Reads it all back ▶ 2:45 Confirmation number is MQ123456.

The whole call

Tap a line to hear it.

1. Retention desk 0:00 Thanks for calling Marquee Plus. This is Tyler. How can I help you?
2. JooVoice 0:04 Oh, hi. Good evening there. Okay, Tyler. I'm calling to cancel a monthly subscription. Can you help me with that?
3. Retention desk 0:11 Oh, for sure I can help you with that. I'm so sorry to hear you want to leave, but I can help you get that canceled. To make sure I'm in the right account, could you tell me the email address on it and the last four digits of the card you're paying with?
4. JooVoice 0:25 It's under Ruth Adler, and I'm an AI assistant calling for her. This call's recorded, so Ruth's got an exact record of what we agree. That okay with you? The email's ruth dot adler at example dot com. Adler is A, D as in David, L, E, R as in Robert. And the card ends in 3309. You got that?
5. Retention desk 0:47 Awesome sauce! That's Ruth Adler's account for sure. Thanks for verifying. And yep, that's totally fine. So you want to cancel the subscription?
6. JooVoice 0:57 Okay, so it's the monthly plan, $17.99. Cancel it today, but she keeps what she already paid for, and nothing charged on Wednesday, October 14th or after. You got that?
7. Retention desk 1:08 I totally get it. Wanting to get that canceled, so you're not charged again on October 14th. But before we do that, I was wondering if maybe you'd want to stick around for half price for the next three months. It'd only be $8.99 a month. What do you think?
8. JooVoice 1:23 Oh, that's nice of you. No thank you. She doesn't want a discount, doesn't want a pause, just a cancellation.
9. Retention desk 1:29 For sure, I get it. Sometimes a pause can be helpful instead of canceling, but if you just want to cancel, that's totally understandable. You know, canceling does delete all the watch history and profiles after 90 days, and that's five years of memories. Are you still sure you want to proceed?
10. JooVoice 1:45 I appreciate it, really, but no, she doesn't care about the history. Let's just cancel.
11. Retention desk 1:51 Yeah, I totally understand. Sometimes memories aren't worth keeping. Just so you know, since you're on a monthly plan, we do need 30 days notice. So you'll still be billed on October 14th, but the cancellation will go into effect on November 13th. How does that sound?
12. JooVoice 2:06 Wait a minute, wait a minute. Your terms say the 30-day notice is for annual plans. She's monthly, and monthly cancels any time before the next billing date. Can you apply that?
13. Retention desk 2:17 Oh my heck, you're totally right. I'm so sorry about that. I see right now that's just for the annual plan, not for the monthly plans. I've gone ahead and processed her cancellation, and she'll have access through October 13th, but there won't be any more charges, not on October 14th or ever after that. Your confirmation number is MQ123456, and we'll send an email within an hour to confirm. Thank you so much for being a member, and know you're welcome back anytime.
14. JooVoice 2:45 Okay, let me read it back. Cancel today. Last day she can watch is October 13th. No charge October 14th or after. Confirmation number is MQ123456. Email's coming. That's all right?
15. Retention desk 2:58 Yep, that's all perfect. Have a great rest of your day. Bye.

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