My complaint:
Saturday, March 25, 2023, I called customer service and was on hold for over 45 minutes. I spoke to a agent about changing my package to one that cost less. Due to the cost of the package seems to keep going up. The agent said, because of the cybersecurity attack she had limited tools available to work with. I ask to be transferred to the retention department. The agent ask why? I told her because she said, she had limited tools. She finally transferred me. I spoke to a agent in the rentention department. She was very nice and helpful. She changed my package and scheduled a technician to come to my home to disconnect the cable equipment I was no longer going to need. The agent in the retention department was able to restore my servive and made a payment arrangement for me. Sunday, March 26, 2023 my cable service was disconnected. I called and explained to the customer service agent I had spoken to the retention department the day before and she had worked it out. I ask to be transferred to the retention department and the agent refused to connect me to that department. I called again. The agent put me on hold and came back to the phone and acted like she worked in the retention department. You could tell it was the same agent.
Suggested solution:
I would like to recieve a call from a agent that really works in the retention department.
