Deceitful behavior from service agent

I just purchased a new connection (on Apr 23) and was trying to get help from a live human in activating my router. At 8:39 pm PT I finally got connected with a live agent by the name of Manisha. After some pleasantries at 8:50 pm PT they told me that they need my digital approval to activate the modem and had sent me an approval via email. I noticed it was not the same plan as i had signed up for and was instead an upsell they were trying to slip in. 

When I challenged them repeatedly, suddenly a new agent named Vaibhav replaced Manisha - and this time they didn’t need any approval to fix my issue.

I asked Vaibhav to log a complaint but they avoided the topic. After repeatedly asking them for the reference number they gave me the following - 4150181447755517721. You can find the transcript in the chat log.

I found the whole experience very deceitful. I wasn’t sure I was dealing with professionals or conmen who were trying to sneak in an upsell.

I wanted to share this feedback before sharing it publicly. I wonder how many unsuspecting people might have been upsold like this.

~S