Refusing to end subscription in writing, can they?

[TheViewFromTheCheapSeats]

I struggle with talking on the phone due to hearing impairment, and lines being open in working hours, I normally get someone to help relay the conversation a bit if I can’t hear. I avoid phonecalls as much as possible as it always ends up embarrassing to with asking to repeat/ missing info and mix ups.

I have a subscription with The Times newspaper they refuse to end it unless I call. They say they must actually talk to the account holder, why I don’t know as they don’t know my voice personally and I can add any required info in writing. Can they do this? It began in writing. It just pissed me off on principle tbh that I can’t use a reasonable tool of communication, either post, email or through the online account. Lots of notice for them before the contract at its end, in writing I can do it independently. I hate having to drag others into calls when it’s not necessary and get approval etc (don’t start me on people refusing to talk if they think they are on loud speaker for ‘security reasons’ even if you assure them you are alone on your house phone).

Short read; can a company ignore you through all lines of communication except the phone, when this wasn’t clear at the outset?

To add btw, like many people with hearing impairment I also don’t have the clearest voice myself on the phone. That’s an extra layer of embarrassment, face to face you have the support of seeing my face so it’s easier.

They should, and legally must, make allowances for your disability.

I know you hate getting others to make calls on your behalf, but I'd just get a friend to pretend to be you and get it cancelled

Is there anyway you can stop the payments from your bank? I'd email regardless of what they say. They just want you to stay and are being awkward

Can you complain on the grounds of disability descrimination? Pretty sure they can't make a dDeaf/HOH person use the phone if they aren't able to. I mean, I know Sky are notoriously difficult to cancel with, but even they understand that some people can't use the phone and offer an online chat option!

Can you find the email/social media of the 'head honcho'? They won't like it if they're disability descrimination is made public, and you might get a resolution so they can avoid the negative publicity.

At the very least, you need to complain in writing (email/letter) about the discrimination you're experiencing (can you quote the exact wording in the law? I'm not sure of what that is off-hand unfortunately) and ask for a reply, in writing.

Really annoyed on your behalf as I have someone with hearing issues in my family, and they've had similar issues (but not with The Times) but they've been sorted in the end once you make it clear they're discriminating against someone with a disability (and yours is, even if it's not full deafness).

I HATE the Times system. I was daft enough to take up a special offer of a short trial subscription, but when you phone (and yes it's the only option) the people they employ to make you change your mind are infuriating. Twice I've tried to cancel and each time I've been furious with myself afterwards as they've managed to persuade me to stay (to be fair, with very good offers) but they just won't take no for an answer. I'm determined next time to not let them get a word in and just keep repeating 'no I want to cancel' to every question.

If I were you, I'd phone and answer every response of theirs with an honest "sorry, I'm deaf. I can't hear what you're saying and I'm just telling you I'm cancelling as of today"

Outrageous.

All phone and intwrnet companies are the same

How do you pay? If direct debit or standing order just cancel with the bank
If by card cancel the card and get a replacement

@TheSloaneRanger I gave them the date in my last email of when I will cancel the direct debits (end of contract term). I got a one line reply, ‘sorry you are thinking of leaving us…’ totally disregarding.

I could get a friend, I’m just annoyed at the fuss. I could hear if they have a clear person, but luck says they’ll be softly spoken and immune to requests to speak up from experience 🙄

It’s just the principle!

Before the fuss I only wanted to briefly vary it, not cancel! Now I wil

Twitter is your friend here. Name and shame.

Urgh I had a Times subscription and it was a complete nightmare to cancel. I thought I'd get away with just cancelling the direct debit but they hounded me for weeks with letters and phone calls and it turns out I had to complete and pay for the duration of the set prescription (it was a student one).

I finally managed to cancel it and then they phoned me once a week and sent me a letter a fortnight trying to convince me to sign back up...

I think your best bet is to get someone to call and pretend to be you, I don't know what kind of business model/training approach they're running but they aren't half persistent!

I agree with PP's - send them an email asking to clarify their policy on account cancellation for those with a disability that prevents them from using the telephone. Companies are usually quite happy to fob you off but will rarely actually admit to discrimination in writing!

Take it to Anna Tims, I be she'd love to deal with this one!

www.theguardian.com/profile/annatims

I had this same
Problem with another newspaper subscription. Companies have to make adjustments under the equality act. Write a strongly worded email that unless you are allowed to cancel
Your subscription in writing (offer a letter) as you cannot use the phone due to deafness, they will be in breach of the equality act and you will be taking appropriate action. Insist you are dealt with by a manager if you have to. Point out that the insistence on calling is discriminatory, and therefore against the law. And you expect them to accept your letter as intention to cancel. I also find tweeting publicly organisations that try to pull this bollocks is very effective where all else fails. It doesn’t matter if this wasn’t clear from the outset. Even if it was its discriminatory and against the equality act. (I’m deaf. Don’t faff around with them read them the riot act. Publicly via Twitter if you have to. )

Also; if they refuse ask them to clarify once again that they are refusing to make a perfectly
Reasonable adjustment for deaf people and cancel subscriptions via written notice.
I bet they won’t confirm that and back down .

To be fair to them, I called up to cancel my dad's subscription. They asked to speak to him and I said no, he's in hospital and they cancelled it straightaway.

Just reply back stating that you are deaf and cannot use the phone, they will probably be reasonable.

Urgh, I hate things like this. My daughter has autism and cannot talk on the phone due to her disability. People have demanded to talk to her specifically and refuse to accept that she can't do this (don't get me started on the GP's receptionist, who should have a note on her bloody file!). My daughter could send an email, with support, but despite the technological age in which we now live, that's not acceptable 🙄. It's easier for me to just pretend I'm her, as irritating as it is.

www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/accessibility/text-relay-guide

Use text relay

If you call The Times to cancel, make sure you get it in writing and check they actually do cancel.

They continued to take payments after the date of cancellation with me. They refunded the incorrect subscription and then continued to take payment.

The only reason they insist on you calling is they want do a hard sell to stop you leaving. The NYTimes is the same process except you get US operators with broad accents and a dodgy line.

I wouldn't get anyone to call them! If you once use the phone with help, they'll claim you can use the phone...

Instead:
"Dear Times

"Thank you for your emails of A, B and C date, acknowledging my emails to you informing you I am cancelling my Times subscription.

"I understand that you prefer to have a telephone conversation before accepting my cancellation. However, I have a hearing impairment and the telephone is not a suitable medium for me. I am therefore cancelling this subscription in writing, as a reasonable adjustment under the Equality Act 2010.

"If you would prefer to receive a signed letter in the post, I will be happy to send one: please let me know the address you would like it sent to. Otherwise, please accept this email as my cancellation of the subscription.

"Yours etc"

Sigh, I just got my sister to call. Glad I did, worse line ever that phased in out.
How can I help?
I’d like to cancel please
Oh you have a print pack, that’s a lot of paper…
Yes, id like to cancel it please.
Are you less interested in the news
Sorry, that’s off topic- can I cancel please
We have other packages…
No, id just like to cancel please
I’ll need a reason to enter I’m afraid
Can you write ‘I would like to cancel in that box please?’
Is there a reason behind that?
A strong desire to cancel my subscription
Is there something I can write?
Ok, customer service- I never want to attempt contact again having sent numerous emails and been on hold for some time.
Oh yes I can see those emails, I’m afraid we can only make changes by phone…
The ones saying- ‘id like to cancel’?
Yes
Well, I’d like to cancel please, as they say
How shall I write this so I can pass it up the chain of command?
However it fits best, i don’t mind how it is cancelled …

And so on

Jesus wept

Bloody hell, that's ridiculous.

If you are deaf, mute or autistic and live alone I guess you have the subscription until the end of time

Well thanks for the lesson OP, I won't be getting a Time subscription, that sounds ridiculous! Off topic, but it might be of interest to some others, I can access digital copies of The Times via my library. I imagine lots of other libraries allow access if mine do, as my council isn't particularly generous.

That's fucking outrageous!! What an absolute shit show on their part!!