Inaccessible contract cancellation process

My 80-year-old father, who is hard of hearing, has had an absolutely shocking experience trying to cancel his cellphone contract. He went into three different branches, only to be told every time that they “cannot assist” and that he must call the cancellations hotline.

When he asked me to help by calling on his behalf, the consultant refused to speak to me unless I provided a lawyer’s letter and various documents—despite me explaining clearly that he cannot hear well enough to manage the call alone. I then asked if he could email instead, but was told that cancellations can only be done verbally over the phone.

When my father finally got on the call, I requested that the consultant speak slowly and clearly so he could understand. She went on to try renewing his contract and upselling additional services, even though he repeatedly stated that he wanted to cancel.

The entire process is unnecessarily difficult, completely inaccessible for elderly or hearing-impaired customers, and comes across as taking advantage of vulnerable people. No customer—least of all an 80-year-old—should be put through this.

Deeply disappointing service and a clear lack of respect, empathy, and accessibility.