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New Member

Staff up

You clearly need more staff if your phone center has a 30 minute wait and you can't answer chat questions. It is unrealistic to expect someone to wait for 30 minutes to cancel your service - you're an online marketer and I can't do business with you online? I want to cancel my account, but I don't have time to waste

CTCT Employee

Re: Staff up

I sincerely apologize for the delay! I had a look into your account and see that you were worked with our billing to team to cancel. I’m glad that you were able to get the assistance you needed. I will certainly take the provided feedback and pass it to the appropriate channel. Thank you for taking time to write in the Community!

Liz M.
Customer Engagement Specialist

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Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!

Occasional Visitor

On hold for over an hour

All I want to do is close my account. The only way to do that is to call and talk to someone. I fist tried and waited over 30 min. I'm now on hold trying again and I've been waiting 54 min. This is ridiculous and nothing pisses my off more than having my time wasted.
Moderator

Re: On hold for over an hour

Hi @JasonB476

 

I apologize for the wait you have experienced with Billing. However, in order to cancel your account and for your account security, cancellations do have to be handled directly by Billing. You can always try calling at the beginning or end of the work day when the wait time is generally not as long. In fact, here are the hours that our billing department is open. 


Frankie P.
Community & Social Media Support

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New Member

Trying to stop Constant Contact

Thank you. You have served me well. Please cancel my subscription.
CTCT Employee

Re: Trying to stop Constant Contact

Hello @EugeneW68,

 

Thank you for posting in the Community! We are sorry to see you go but wish you well! I had a look into your account and see you have already spoken to our billing team. I'm glad you have been assisted. Please let us know if you have any other questions.

Liz M.
Customer Engagement Specialist

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!

Regular Visitor

Terrible customer service regarding billing dept

Requested suspended status and apparently have to call every month to keep from being upgraded. Waited for 20 min and hung up. Even though we like the service we are cancelling because of the nuisance.
CTCT Employee

Re: Terrible customer service regarding billing dept

Hi @BenL487,

 

I am so sorry! We would be sad to see you go. We certainly did have a longer than usual hold with billing yesterday. To officially close the account, we must ask that you please give billing a call. They will able to assist you quickly to cancel. Find their availability here.

 

Just to help elaborate for anyone coming across your post, if you would like to suspend the account it does require a phone call to place the account on hold. This hold allows you to create and work in account while pausing on access to send. Though, once you are ready to send, you can reactivate within the account itself. We only ask that you call when you would like to place an account on hold again.

 

Again, I sincerely apologize for any inconveniences. Thank you for taking time to post in the Community. I will pass along your feedback.

Liz M.
Customer Engagement Specialist

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Increase your profitability by integrating your email marketing and social media. Download this guide and learn how you can achieve great results with email marketing and social media combined!

New Member

Make it easier to cancel and account

Our business decided to cancel the account because we don't use it that often. You don't make it easy to cancel an account and I am on hold for over 30 minutes - no call back option - no way to just deactivate it online. Which means I won't come back to use your service in the future if we decide to do another email campaign.

Moderator

Re: Make it easier to cancel and account

Hello @AdaC8,

 

I sincerely apologize for the long wait you experienced while trying to speak with our Billing department. I appreciate your feedback and ideas on additional cancellation methods and I will submit them to the appropriate department for review.

 

I do see that you were able to get in touch with our Billing team to cancel. I apologize for any inconvenience the process may have caused and I hope you will consider us in the future if you are in need of an email marketing platform again.


Nick S.
Social Media & Content Manager

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.