Webuser Forums: MS web site: Unfair lack of usability

Hi there,

I spent more than 2 hours this afternoon trying to close my MSN/Passport account and I didn't succeed!!! My account is still open and until I find the magic trick, I will be paying the subscription... Oh and, I have been working in IT for the last 15 years, so I don't think it can be a beginner issue

1) The links were sending me from page to page to go back to the original one.
Example, help topic "Close your MSN Hotmail account" suggest you search for "Close
your MSN Hotmail account". Yeah right, I call this a loop.

2) I found some pages I thought would be useful but they didn't display correcly and I was using IE.

3) I learnt somehow that because I had subscribed to one extra service (Office Online Beta) I need to cancel this Service before closing my MSN/Passport account... Great another (huge) step...

4) To get to a Support contact form took me way too long (no obvious navigation).

5) The Support sent back an automated answer saying they've closed my account but they didn't.

6) The email the Support couldn't be answered. So I am left with no way to engage with somebody and get this Account close once and for all.

The problem is that my Debit Card details are hijacked and I am paying for a service that I don't need.
I have no way to communicate with the vendor whereas the subscription process on the other hand was very easy.

So, usability is good when it's to get some new customers, and funny enough, it suddently become poor when it is to let them go. I think this is not honest.

If anybody tried and succeed to close a MSN/Passport Account (with associated services) could you please let me know how did you manage it?

Many thanks.

Fab UK