I called customer service to cancel an and request refund of a feature after noticing that I continued charges after cancellation requests (two attempts) in the previous months. The representative received my case and informed me that there was no record of me trying to remove this feature. I requested that the case be escalated for further investigation and that I had requested this cancellation as early as 7 months prior.
This request was met with hostility by the representative. The representative spoke over me in conversation, did not offer due diligence in researching the effort (never spent any time to review account notes further) or offer other options available to me.
I was dumbfounded by the insulting behavior and mistreatment of a 20+ loyal customer. It’s obvious that this individual requires additional training and mentorship on how to provide meaningful customer service experiences, especially if they are incapable of assessing further.
Due to this experience, once confirmed that this feature is removed - I will find another service provider.
