Changing plan/Correct process on how to contact customer service via Direct Messaging

I wanted to remove a plan. Once I did, my new bill total went up around $100! Huh? I spent about 5 hours via the web page trying to figure out what happen by adding , changing plans and got all sorts of prices . I went ot the forum which stated how to create a DM. I did that and got a repsonce about 12 hours later and asked for address. Then waited. Then asked for name. Hmmm... couldn't that asked all of that info at once???

I was told that I should have posted here FIRST and then go to DM.

Like everyone else, trying to a live person to help out is impossible and so frustrating. I guess they slashed the customer service head count.