To file complaint

My name is Mary [Edited: "Personal Information"], phone number is [Edited: "Personal Information"]. I am a very, very upset customer and have been a customer for 36 years.

 I called on Monday 6/8/26 regarding my high cable bills. After, speaking with rep that could not help for over 1 hour the phone cut off and I had to call back staying on the phone additional hour plus. 
At this time I spoke with the Long Time Department and told the lady what I wanted which was change Home Security from $65 a month to $20 for cameras and recording-Disconnect the fax line [Edited: "Personal Information"]. She told me to think about it before making a change that would lower my bill around $55.00.

On Tuesday 6/9 I called back and again on the phone for 2 1/2 hours with Long Time Dept and he just messed my account completely up. He lied to me and dropped my internet from High Speed at $95.00 and I had a promotion giving me $15.00 off until 2031 to 300gilbits. He didn’t change the Home Security to Smart Home and most of all disconnected my home phone [Edited: "Personal Information"] that I have had over 50 years.

Third day 6/10 on phone over 6 hours with different reps, phone hanging up and talking back and forth. Finally, the last rep told me she had to rebundle my plan at a higher rate, and she would submit a ticket to see if they can go back and put my promotions back and change what I requested to lower my monthly bill but it will probably take a week or more if they can do it. 
Well, your man mess my account up and now I am being penalized for his mistake which is not right to the customer.

At this point I only wanted to lower my bill with only these changes Home Security to Smart Home- Cancel fax line and that’s all I asked. So how did this simple request manage to cause all of these problems and I was so upset until I started crying. I am 74 years old and all I want to do is turn my tv on and enjoy.

I want an upper management or CEO call me at [Edited: "Personal Information"] or email [Edited: "Personal Information"]. To be a longtime customer for 36 years I believe I deserve better than this.

Looking forward to hearing back.