About 90% of the complaints there seem to be from users who have obviously not read the instructions in the linked page. About 10% seem to be from users who are being charged after cancellation which is a bit worrying.
Also I find it helpful when dealing with users to mentally replace users with people or humans, users sounds like someone with a drug addiction, they are people each of which is different and has their own priorities - genuine empathy goes a long way with people, treating them as interchangeable blobs not so much.