Recently I got an email saying my bundled discount for mobile/home would be decreasing. Hesitantly I reached out to customer service to explore my options. As my plan was exactly what we needed and why as a loyal customer would they take things away. They said as my plan was old I could be put on a new one the same service, network and details for less! I said sure why not. Explained I didn’t like change and asked serval times what the catch was and make sure I wasn’t losing anything. I was assured this was the way to go and nothing changed. Disconnected the call and thanked the representative.
They made a comment saying after change was made we might get disconnected but it will be fine everything was all set. Got disconnected and received a voicemail changes were all set Disney was on account.
the service was terrible as soon as the change was made so I called back in just to be told the plan didn’t have Disney and the phone needed to be restarted for better service.
Fast forward many calls in between plan changes, fraud of adding things to the account, being told things not to happen, wait til the next bill cycle things would be made right.
Aren’t these calls recorded for training purposes? It has been disappointing and frustrating just to be told here’s $20 for your inconvenience. I tried speaking with a supervisor and social media. I don’t feel heard.
I know how important my discounts are when I have services, Ashely79. I know I also don't like to make changes either when things are already working as I like them. The picture you've painted here is definitely not an experience we would want anyone to have. It sounds like you've already spoken with a number of folks regarding this, and I would be happy to take a fresh look to see if there are any other options to help turn this around. Please be on the lookout for a private message from us, so I can help.
-Joseph
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