Customer service

Customer for over 6 years here and I’ve never been more disgusted. After years of spotty internet (the highest I was told but it’s selective about who in the house is allowed online) I needed a little help so I attempt to create the installment plan I was offered. This takes over four hours because according to all reps I have to do it myself, as they are not allowed. It wouldn’t have mattered since customer service is absolutely no help but the system also gives me a hard time and I was hoping a rep could at least process my request. Simple in theory but a nightmare in reality. The call center is based in India so there is always an understanding barrier, or forced miscommunication. Customer service lacks concern with the issues. I’ve been told outright lies when they don’t understand something just so they can get the call out of their queue. The supposed loyalty department is no better, and often they all pass the call around claiming it’s an issue for someone else. I finally get the installment plan in place and confirm with a rep who “takes full responsibility for my issue”. They confirm installment will take 24-48 hours to process but “rest assured services will not be suspended. I can sit back and relax”. The next day I get an email urging me to make a payment. I’m no longer confident that everything was done so I reach out again. Trying to reach someone on the phone is a no go. The system no longer recognizes my phone number or any other verifying information so I can’t get through over the phone. I return to chat where I am again assured the installment plan is processing and services won’t be suspended. This rep doubles down by claiming their “senior” also confirmed. Then they guaranteed no service interruption while the plan is processing on the account. Well wouldn’t you know I woke up this morning to suspended services. The customer service isn’t open until 8, which is too late for those of us who work from home so I have to make a payment I couldn’t afford quite yet on something that’s processing as an installment plan. In a nutshell, paying for questionable internet with terrible customer service is diabolical and I will be looking into other options