Agents billing

You have untrained agents they all tell you different things regarding the same issue. No 2 agents ever say a thing the same. It leaves your customers in a very hard position when they are told one thing and you guys do another. Worst customer service I ever experienced with anyone else!! If your agents make an arrangement you should have to follow through on it. If the agent is at fault your customers should not have to suffer their mistake. If I had other options for internet I would go somewhere else for service. 😡😡