Formal Complaint

I can't get through to a supervisor, so I will be posting this here.

This is a formal complaint regarding the conduct of your customer service representative, Aman, during a recent support chat concerning my account and payment plan. The interaction was deeply frustrating and unprofessional, resulting in a complete waste of time and no resolution to the issue I initially contacted support for.

From the outset, I made it clear that I needed assistance setting up a payment plan for my outstanding balance, which is a reasonable and standard request. Instead of addressing the issue directly or escalating it appropriately, Aman repeatedly diverted the conversation to unrelated topics, including unsolicited sales pitches for mobile services I had already declined. This behavior not only derailed the conversation but also gave the impression that resolving my concern was not a priority.

After a lengthy exchange, he admitted that he could not process the plan (to which he could not explain exactly WHY) and instead offered a simple payment extension, which I had explicitly and repeatedly stated was not what I needed. This wasted over an hour of my time with no actual progress or explanation as to why the payment plan could not be processed.

When I asked to speak with a supervisor, which is my right as a customer, Aman stalled, repeating the same scripted line that “the supervisor has the same access and will provide the same information.” I had to insist multiple times before he pretended to “check” for one, only to continue dragging out the conversation until my chat session timed out. It was clear he was intentionally running out the clock to avoid escalation. This behavior is manipulative, dismissive, and completely unacceptable for a customer service representative.