I am writing to formally report a very disappointing and unprofessional experience I had with your online chat representative, Yolanda.

I initiated the chat to ask questions about available internet plans so I could make an informed decision. During the conversation, I mentioned that I might also visit a local store to review options in person before committing. Instead of continuing to assist me professionally, Yolanda responded with visible frustration and questioned why I had started a chat session if I was planning to go to a store.

This response was inappropriate and unprofessional. As a customer considering a long-term service commitment, I have every right to gather information through multiple channels — online chat, phone, and in-store — before making a decision. Questioning my intentions or implying that I was wasting the representative’s time is unacceptable customer service behavior.

Customer support representatives should provide helpful, respectful guidance regardless of how a customer chooses to proceed. The tone and attitude displayed in this interaction made me feel uncomfortable and undervalued as a potential customer.

I hope this matter is reviewed seriously and that appropriate coaching is provided. No customer should feel pressured or criticized simply for trying to make an informed decision.