I spoke with a CSR named Shateria in online chat who was very helpful and walked me through my options for renewing my internet contract and getting a cheaper rate, because my bill had just jumped up. She placed an offer in my cart, which I later used to check out. I received a confirmation email with a technician date of 01/21/19 at 8am, and a regular monthly bill of $49.99. I was thrilled!
Shateria had said that she would wave a $99 'upgrade' fee that would be listed, so I jumped back into chat to get that taken care of, and was greeted by a woman named Julie. Julie ensured me this was no problem, but somehow managed to raise my monthly price to $59.99/mo., changed my service date to 01/28/19 (when I won't be home), and didn't even waive the $99 fee! Franky, she didn't seem to follow anything I was saying, and kept acting like she'd resolved the situation as I watched it get worse and worse.
I have the orignal confirmation email and a transcript of my original discussion with Shateria, so you better believe I want to escalate this. It was either a clearly illegal bait and swith tactic, or the worst customer service I've ever received.
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