This is the worst customer experience I ever had, the lady is from the billing department, and I really want to find out what her name is. She claimed she was hearing impaired and she asked me to spell my name and I did, guess what? She asked me if I knew what hearing impaired meant, and educated me on why I should spell my name. I asked one single question about why my rate increased from 39.99 to 43.99, and she said she didn't understand my question multiple times, really? she repeated every single word I said and told me she didn't understand. and finally, she said her level was not high enough to figure out why, and she tried to look into the rate increase reason and I stopped her and never gave her a chance to proceed. The whole conversation was so aggressive and hostile that she kept repeating my questions and asking me "Do you understand?". When I pointed out that she was so unfriendly and I didn't want her service anymore, she got emotional and said she was doing her job and I was taking it the wrong way.
As a big firm, why the rep is so rude and trying to educate the client like a kid with such an irritating tone. Yes, I'm educated, I know what it means to be hearing impaired, I don't need you to read the dictionary for me and tell me why spelling is appropriate. if you don't know why the rate increases, you just told me you don't know, stop telling me because I didn't enroll in the price guarantee program. is it because you upgraded the internet speed or has the service fee increased because the global inflation? whatever reason is fine. I'm not here for the education from you.
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