# 05 ยท Negotiate a bill by chat (for people who hate phone calls) **Use when:** your provider has live chat (most internet, mobile, energy and software companies do). Chat is slower but you get a written transcript, which is gold if they "forget" the deal later. **Tip:** open the chat from the "cancel service" or "leave us" page if there is one. You're more likely to reach someone with retention offers. --- ## Message 1 (paste as-is after filling the brackets) > Hi, I'm [NAME], account [ACCOUNT NUMBER], account holder. I'm reviewing my bills and I'm planning to cancel [SERVICE] this week. I'm paying [CURRENT PRICE]/month for [PLAN]. New customers get the same plan for [NEW-CUSTOMER PRICE], and [COMPETITOR] offers [PLAN] for [PRICE] at my address. Before I switch: what's the best price you can offer to keep me? I'd like to stay month-to-month without a new contract. ## If they offer something small > Thanks for that. With taxes and fees it's still [TOTAL]. My target is around [TARGET]. Are there any other promotions or loyalty discounts available for my account? If not, I'll go ahead with [COMPETITOR]. ## If they say "please call us" > I'd prefer to handle it here so I have a written record. If chat can't change the price, can you tell me what offers are available on my account, and I'll decide? ## If they make an offer you accept > Great, I accept. Please confirm in this chat: (1) the new monthly price including taxes and fees, (2) the start date and how long it lasts, (3) the price after it ends, (4) that there's no new contract or early termination fee. Thank you. Then **download or email yourself the transcript** before you close the window (most chats have a "download transcript" or "email transcript" button; otherwise screenshot it). --- ## Same script, other bills - **Energy / utilities:** ask "Am I on the cheapest tariff/plan for my usage? My usage last 12 months was [kWh]." In deregulated markets (UK, Italy, many US states) compare suppliers first. - **Software (annual plans):** "I'm about to downgrade to the free plan. Is there a discount if I stay on [PLAN]?" - **Insurance:** use the re-quote checklist (template 11) first, then this chat with the competitor's quote.