The (deliberate) process of cancelling your train subscription with @NS_online: first there's no way to do on website so you need to either call (during COVID? expect a huge phone bill) or via social media (expect multiple day back and forth because Twitter isn't a helpdesk app)

Then apparently support has orders to try and cross-sell you to a different subscription (NS Flex) instead of just doing what you asked and cancelling the subscription like you asked in the first place. Then expect a tedious back-and-forth about accepting their terms for this.

Finally don't forget to read the email, where it says you need to visit an OV card machine in order to "pick up" your cancelled subscription... along with the new one they cross-sold you. And if you forget (like me) because the message was three pages back in Twitter DM's...

Then they'll keep billing you.

This could all be solved by providing a UI to cancel on the website. But no company wants to do that, do they? Got to keep the churn % low, even if the result is thousands of angry or out of pocket customers, right?

On one hand I really do feel for NS during what is of course a horrible time. But on the other hand if they provided a way to DIY cancel in the first place, it would be a lot less messy, error prone and cost a lot less support labour too.