When I called Sirius to cancel, the lady was polite and told me that she would cancel that part of our service, and assured me that she would credit that amount back to our card. She didn't let me go before adding that there was a special going on right now to get a free radio with another paid subscription. I turned that offer down and asked her for a confirmation number for today's transaction.
"I'm going to have to send you to someone else for that," she told me, and she transferred me to another person.
After providing my information (again) to this new person, he asked: "What can I do for you?" I explained that I needed a confirmation number. This person was apparently confused, telling me that the prior agent had not cancelled anything. He agreed with me that this was not right, and he admitted that, "cancellation of accounts affect our paycheck."
OK, I see what happened here. The first person was motivated to keep me as a customer and even to try to sell me something new. She saw my request for a confirmation number as an opportunity to not lose the sale, and passed me along to someone else so that she wouldn't be charged for the loss.
This type of motivation may, in the long run, make money for the company, but in this case it only served to aggravate me. Before giving me the confirmation number, the second agent told me that he could save me money on the Honda account (again, desperately trying to not lose the sale), but I told him no.
"You don't want to hear what I have to tell you?" he asked.
"No," I answered. "Give me the confirmation number."
Later on, when I told Maria what had happened, she said to watch, that they probably won't credit the account. Oh, yeah, I'll be watching. Siriusly watching.