I just called Bank of America about a credit card I have with them regarding a question on my account. It was, of course, an adventure in a nest of voice menus... but here's what was kind of interesting.
I went through all of them, being one of the good sheeple they anticipate. I was many menus in before I was actually offered the option of talking to a person. No surprise.
But by the time I got there, I'd been offered the option of closing my account three times. And the recording while I was waiting for a person (before I just gave up) informed me that I could press 4 to cancel my account several more times.
Why would you design a customer service system to encourage people to stop being a customer that way? Why would you make it easier to leave than to get help?
By the time I gave up and hung up because the wait was so long, I was thinking that maybe Bank of America had a good idea with that...