Shame on you Mona

I called customer service this morning to cancel my internet and Wi-Fi service. Right at the beginning of the call, I explicitly told the agent, Mona, that I had already switched to another carrier and spent my money. I asked her nicely not to read her screen scripts or waste both of our time with a sales pitch, and to go straight to the cancellation screen.

Instead of listening, she apologized, noted my 11 years of loyalty, and then immediately launched right into reading her screen script to sell me a promotion. I stopped her immediately and politely repeated that I did not want to hear a sales pitch and to just process the cancellation. Unbelievably, she ignored me and tried a third time. I had to raise my voice, tell her how incredibly frustrating this was, and demand to speak to her manager before she finally stopped and processed it.

To make matters worse, she never sent me a formal cancellation email—she only gave me a verbal confirmation number over the phone. Immediately after the call ended, my phone started going off like crazy. She had spammed both my email and my cell phone text messages with unsolicited marketing and "as requested" promotions like iHeartRadio. I had to text STOP just to get it to end. After 11 years of loyalty, being ignored three times and then aggressively spammed is completely unacceptable customer service.