When customers have had numerous other providers and experienced the same issue but it’s everyone else’s fault/problem
Nobody has told them it’s their fault.
So I work for a gas/elec company and customers can switch a lot with not a lot of change(normally) to their services. They don’t get cut off between suppliers and its usually just a change in who is billing you.
That’s a very simple way of looking at it but it’s quite true.
So if you’re with X for a year and they get something wrong so you switch to Y hoping they’ll do it properly but they don’t. So you now with Z and guess what? “You’re all as useless as each other, I might as well have stayed with X!”.
With the fundamentally similar way we all bill you has it ever occurred to you that in some way this might just be your fault!