Having worked in customer service for an IT company, I've come across these kinds of customers. They're the ones who never RTFM or refer to online FAQs. They need to speak to an actual person about everything, an email ticket won't do.

They ring up about every little thing and ask obscure questions, like whether the pro-rata charge is based on the day starting at midnight, or 6AM like with the usage meter. Of course you don't know, so you have to waste time tracking down a manager to find out. And they make up an answer on the spot because no-one except for the database admin has ever needed to know that.

Honestly, the amount of employee-hours it takes to deal with these customers isn't worth their monthly service fee. My company would encourage these customers to churn elsewhere too (and waive the contract termination fee). I bet a lot of other companies do this too.