Conversation with speaker labels
Automated message: Thank you for calling Cedarline Broadband. This call may be monitored or recorded for quality and training. Please hold for the next available member of our customer loyalty team.
Agent: Thanks for calling Cedarline, this is Marcus on the loyalty team. Who am I speaking with today?
Customer: Hi Marcus, it's Dana Whitaker.
Agent: Hi Dana. Before I pull anything up, can you confirm the service address and the four-digit account PIN for me?
Customer: Sure. It's 418 Alder Court, unit 2, and the PIN is 7702.
Agent: Thank you, you're verified. I have your account up here, internet only, on the 500 meg plan. What can I help you with today?
Customer: I want to cancel my internet service. My promotional rate ended last month and the bill went from fifty-four ninety-nine to eighty-nine ninety-nine. That's more than we can justify for what we use, so I'd like to close the account.
Agent: I'm sorry about that jump, I know it's a shock when a promo rolls off. I can see you've been with us almost three years, and I'd really like to keep you. I also see a ticket from last week about slow speeds in the evenings. Is that part of it?
Customer: Not really. The speed thing is annoying, but that's not why I'm leaving. It's the price. If the bill had stayed where it was I wouldn't be calling.
Agent: Got it, thanks for telling me. And just so I have it right, you are the primary account holder? I see a second name on the account as an authorized user.
Customer: Yes, it's in my name. That's my partner, but I handle the bills.
Agent: Perfect. Let me take a look at what I can do on my side. Bear with me one second while the offers load.
Customer: Okay.
Agent: So here's what I can do. I can move you to our loyalty rate on the same 500 meg plan, fifty-nine ninety-nine a month for the next twelve months with autopay. That's thirty dollars a month less than you're paying now, same speeds, nothing changes on your end.
Customer: I appreciate that, but no thanks. I'd rather just cancel. I don't want to be back here in a year having the same conversation.
Agent: Totally fair. What if we went down to the 100 meg plan? That's thirty-nine ninety-nine, and honestly for a two-person household that's plenty. I can also put the first two months at no charge, so you wouldn't pay anything until March.
Customer: No, thank you. I really just want to cancel.
Agent: Understood. Can I ask where you're headed? Because if it's one of the fixed wireless companies, I see a lot of people come back within a month, the speeds just aren't there on your street. I'd hate for you to leave after three years and then have to start over.
Customer: Marcus, I've said no twice now. Honestly, this is frustrating. I called to cancel, not to sit through a sales pitch.
Agent: I'm sorry you feel that way. Okay. Let's get it taken care of.
Customer: Thank you.
Agent: Before I process it, I see you also have a technician visit booked for Thursday between eight and noon, for the slow speeds you reported last week. Do you want me to cancel that appointment as well?
Customer: Yes, please cancel the appointment. There's no point in someone coming out now.
Agent: Done, the Thursday visit is cancelled. Now for the service itself. I can end it today, or at the end of your billing cycle on the fourteenth, so you keep internet until then. Which would you prefer?
Customer: Let's do the fourteenth. I need it for work until we sort out something else.
Agent: No problem. So your service will end at 11:59 pm on the fourteenth. You're month to month, so there's no early termination fee. You'll get one final bill for the first through the fourteenth, prorated, which comes to about forty-two dollars. That's charged to the card on autopay about a week after the service ends.
Customer: Can the final bill go on a different card? The one on autopay expires next month.
Agent: Sure. When the final bill posts you'll get a text with a link to pay it, and you can use any card there. If you don't use the link, it goes to the autopay card, so if that one has expired by then, the link is the way to go.
Customer: Okay, I'll use the link. What about the router?
Agent: You have one gateway from us. You can drop it at any Cedarline store, or we can email you a prepaid return label, whichever's easier. It needs to be back within thirty days of the end date. If it isn't returned, there's a one hundred twenty dollar unreturned equipment fee.
Customer: A label is easier. Please email it. Do I need to send the power cord too?
Agent: Just the gateway and its power cord, yes. Don't worry about the ethernet cable, you can keep that. Once the box is scanned at the carrier, you'll get an email saying it's been received, so keep that email in case there's ever a question about it.
Customer: Okay, good.
Agent: I'll send it to the email on file, the one starting d dot whitaker. Is that still good?
Customer: That's right.
Agent: Great. One more thing: your Cedarline email address stays active for ninety days after the end date and is then deleted, so move anything you want to keep before then.
Customer: We don't use it, that's fine.
Agent: Okay. So to confirm. Internet service at 418 Alder Court ends at 11:59 pm on the fourteenth. No early termination fee. A final prorated bill of about forty-two dollars on your card on file. The return label for the gateway goes to your email today, and the gateway needs to be back within thirty days. Your cancellation confirmation number is C X 4 4 8 1 2 0, and you will get the same details by email within the hour.
Customer: Got it. C X 4 4 8 1 2 0.
Agent: That's right. And if you change your mind before the fourteenth, just call us and we can keep the service on without a new install.
Customer: I won't, but thanks.
Agent: Is there anything else I can help you with today?
Customer: No, that's everything.
Agent: Alright, Dana. Thanks for being a Cedarline customer, and have a good rest of your day.
Customer: You too. Bye.