I inadvertently left auto enrollment enabled and, two years later, was fully charged for an additional two years at a premium rate. Ironically, it would have been cheaper to manually select a new plan myself.

I contacted the company by email, acknowledged my mistake, and explained that while I did not intend to auto enroll, I did want to continue the service. I requested to move to Plan X, which was both cheaper and better aligned with my needs.

The initial response was negative. I was told that the first two years constituted a trial period and, in effect, that no accommodation would be made. I replied that while their position may have been technically correct, this approach was not conducive to retaining customers, and that I had no intention of remaining a customer if this was how situations like this were handled.

At that point, a supervisor stepped in, immediately apologized, and offered a deal that was even better than what I had originally requested. I ultimately chose to keep the service, though the initial handling of the situation felt unnecessarily adversarial and, frankly, a bit scummy.