Switching our cell phone carrier before our contract is up will result in paying a cancellation fee, which is often hundreds of dollars. What we can do is negotiate with our existing company to get them to lower our fees. Here are a few things to keep in mind:
- Be nice!
- It is tempting to get emotional with our phone company, especially if they aren’t providing us with good customer service. Remember the voice on the other end is a real person, and they are going to be much more willing to help you out if you are nice to them.
- Know what other companies charge for their plans
- Research what your existing company is offering new customers
- Look at your recent bills
- Make sure you are actually using all of the features that your plan covers. You may be able to drop certain add-ons or get a smaller plan.
- Don’t be afraid to ask to speak to someone else
- If the person you are speaking with can’t do anything, ask to speak to their manager or the customer cancellation department. They will have more power to reduce your fees.
- Take notes
- Record the name of the representative you are speaking with and take notes on your conversation – especially if they agree to make any changes to your plan.
Here is a script you can use courtesy of Learnvest (note the website is American so the companies they have used in the example don’t provide service in Canada).
Customer Service Rep: “Hi, this is Shirley Jones. How can I help you?”
You: “Hi. I’ve been a loyal Verizon customer for five years, but my bill is getting expensive and I was wondering what can you do to help me lower it.”
Customer Service Rep: “Well, I see here that you’re locked in to a two-year contract and still have 13 months to go. There’s nothing we can do until then.”
You: “Well, I was just looking at AT&T…and see I can get a plan with unlimited talk and texts for $70 a month.”
Customer Service Rep: “Can you hold for a moment while I talk to my supervisor?”
Three minutes later…
Customer Service Rep: “Thanks for holding. I’m afraid my supervisor said there’s nothing we can do until the end of your contract.”
You: “Well, I hate to do this, but I think I’ll save more in the long run with AT&T. Can you transfer me to your cancellation department?”
Customer Service Rep: “Of course. Hold on for just one moment.”
Customer Retention Department: “How can I help you?”
You: “Hi. I was just talking to Shirley Jones about lowering my bill and I’d like to cancel my contract…unless there’s anything else you can do for me.”
Customer Retention Department: “Well…I see you’ve been with us for five years. We’d hate to lose you! Let me see what I can do…”
Have you ever successfully negotiated a lower cell phone bill? Let us know your tricks by commenting below!