My complaint:
I placed a call on 4-3-2020 to find out if there was a credit on my account, also to get billing explanation. CSR took my call; poorly explained my bill, then when I asked about equal payment billing which i thought I was enrolled in; she told me I pay the usage amount plus my equal payment amount which is why my bill was so high..As I proceeded to ask additional billing questions because it wasn’t making sense, I could sense the frustration in her voice, then she replies Do you pay your bill? Mind you I have a ZERO balance and regardless of WHO pays the bill it doesn’t explain what I asked!!! Then she proceeds to reply with sarcastic remarks implying that I need to make my payments on time. Regardless of when it’s paid, it’s NEVER been disconnected..again still NO EXPLANATION of my billing so I can get an understanding.. Did mention I’m a NEW CUSTOMER I’ve only been with this company since December 2019 and she’s by far the RUDEST CSR I’ve spoken with!!! Finally after losing my composure, and had enough of her sarcasm I requested management, she leaves me on HOLD!!!! IF I HAD TO BASE MY EXPERIENCE OF THIS COMPANY FROM JUST THIS INTERACTION I’D HAVE NOTHING NICE AT ALL TO SAY. I’M BEYOND DISAPPOINTED.
Suggested solution:
Employee definitely needs more training and knowledge of the billing system, and not just telling customers what she think; and professionalism as her initial answering of the call was invitingwarming at all.
