Concierge is a managed service: a specialist handles a cancellation, retention negotiation, or billing dispute on your behalf.
Making a request
1. Open Concierge and choose the subscription.
2. Pick an outcome: cancel, negotiate a lower rate, dispute a charge, or downgrade.
3. Add context — account reference, contract dates, prior correspondence, and your acceptable outcome.
4. Submit. The request enters the queue and you receive updates as its state changes.
Request lifecycle
- Submitted — received and queued.
- In progress — a specialist is working the case with the merchant.
- Awaiting you — we need information or an authorisation only you can give.
- Resolved — an outcome has been reached and recorded.
- Closed — no further action; the reason is always stated.
Requests in "awaiting you" pause until you respond, so answering promptly is the biggest lever on turnaround.
What to expect
- Realistic timelines: merchants with phone-only retention lines take longer than those with written channels.
- Honest outcomes: not every negotiation succeeds. Where it does, the saving is booked to your savings ledger.
- Full record: every message and decision is logged against the request.
Authorisation
Some merchants require your explicit authority for a third party to act. When that is the case we ask for it before proceeding — we never impersonate you without consent.
Availability
Concierge volume is set by your plan. The remaining allowance for the current period is shown on the Concierge page.