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So, I have significant hearing loss. Phone calls remove most of the lower sound frequencies that I’m able to hear well. Trying to talk to an Indian woman speaking quickly on the phone is nearly impossible. I am so happy for this change. Requiring phone calls for service is an accessibility issue.
The design there is basically the telephony equivalent to dark patterns. Like endless IVR loops. Throw as many roadblocks in the way of someone trying to cancel while not technically making it impossible: outsource your cancellation department and make sure they use a lossy codec so everything sounds like mud. Then the agent will try to beg you off for another month and, if successful, the thought of having that horrible experience again will discourage you from taking action.
I don't know if you already know, but if you're in the US, the FCC has a program to provide captioned telephone service at low or no cost: https://www.fcc.gov/cts
I also have some hearing issues and struggle with accents over the phone. It's never an issue in-person but I dread getting someone with a thick Indian accent when I call a company. Less because it's frustrating and moreso because I feel bad about it. It's MY fault I'm having trouble understanding and their boss for hiring them to that position.
Ironically, an Indian accent does for me what English accents do for a lot of people. I love the way it sounds