Cancellation Fees – Bad Customer Service

Chuck Salter isn't happy paying a fee to cancel his Ameritrade account.

You would think someone in customer service would see the moment a little differently. They could have recovered, or at the very least, closed my account with grace. They didn't say, "We enjoyed doing business with you and we're sorry to lose you, but we hope you keep us in mind in the future," or "What could we have done differently?" They said, "It's company policy" — now pay up.

My guess is that he isn't recommending Ameritrade to anyone anytime soon. I wonder, in this and other similar cases, does the CEO not know what the customer service department is doing, or just not care?

I'm trying to remember a successful company that got that way by nickel and diming customers, but I seem to be at a loss. Let me know if you can think of one.

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