Horrible, expensive and inflexible freezing or cancellation process. So in case you end up traveling, etc., you can't do a thing over the phone. This is not the great deal you think it will be (hidden "annual fees that pop up too). Beware. SO MAD. Should have listened to folks in my neghborhood. Oh, and forgot to say that I tried to call 3 times over the course of 10 days and the call was cut off every time.