# 02 · Cancel by phone (when they force you to call)

**Use when:** the company only cancels by phone (gyms, cable, some newspapers, insurance add-ons).
**Time:** 10–25 minutes. **Before you call:** have the account number, the last 4 digits of the card, and a pen.

## The 4 rules
1. **Say the word "cancel" in your first sentence.** Not "I'm thinking about", not "how much is". Cancel.
2. **Ask for their name and write it down** with the time of the call.
3. **Don't explain or argue.** Every reason you give is something they can "fix". Repeat the line.
4. **Don't hang up without a confirmation number** and the date of the last charge.

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## Script

**You:** Hi, I'd like to cancel my [SERVICE] account today. The account is under [NAME], account number [NUMBER].

**Them:** Can I ask why you're leaving?

**You:** I've decided to cancel. Please process the cancellation.

**Them:** [Offer: discount, free months, downgrade, pause]

**You:** Thanks, but no. Please cancel the account today.
*(If the offer is genuinely good and you'd keep it, see template 03 first.)*

**Them:** [Second offer / "Are you sure?" / transfer to "retention"]

**You:** I'm sure. This is the second time I'm asking. Please cancel the account now and give me a confirmation number.

**Them:** OK, it's done.

**You:** Thank you. Can I get:
- the confirmation or reference number,
- the date of the final charge,
- whether any equipment must be returned, and how,
- an email confirmation sent to [EMAIL]?
And your name, please?

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## If they say "I can't do that"
- "Who can? Please transfer me to someone who can cancel the account today."
- "Please note on the account that I asked to cancel on [DATE] at [TIME]. I'll be disputing any charge after today."

## After the call (2 minutes)
Send yourself this note and keep it with the account:

> Called [COMPANY] on [DATE] at [TIME], number dialled [PHONE]. Spoke to [AGENT NAME]. Cancelled account [NUMBER]. Confirmation #[REF]. Final charge: [DATE/AMOUNT]. Equipment: [RETURN DETAILS].

If you are charged again, use template 06 and attach this note.