This is the annual price renegotiation dance, which requires a call to the helpline, at least three menu options to get to the 'thinking of leaving us' option. This goes to a first-line call centre operative, who speaks with a 'manager' whilst the caller is on hold and then returns with a not particularly great 'agent discount'. The next step is to politely refuse the initial offer and ask to be 'put through to cancellations'. After a half-hour wait, I will then make it to the second line call centre who can give the actual discount. I have been cut off once during the hold queue music for stage two, and this is my second attempt.

The Web-based cancellation form didn't work on my browser, although this may be due to cookie or script blockers.

I'm all in favour of a streamlined workflow for cancellation processes, and if users do that by mistake, fine - that's life. Just give clear and unambiguous notices describing the consequences of the user's decision and keep the dark patterns well away from the entire process.