Service interruption

My 87 yo father’s internet was disconnected for $110.00.  He did not receive a bill the prior month and when he received his June bill, due June 4, 2026, he mailed a check in for payment.  Today, on June 4th his service has been disconnected, I stand corrected, interrupted.  

1) It’s difficult for a senior citizen to deal with the AI agent and therefore I must call on 3-way to help him navigate all the prompts, and then it tries to pull up my info because it recognizes my number and acct. 

2) To verify his account they send a pin to his cell phone, which my dad doesn’t text and doesn’t know how to retrieve text messages.  When I told the rude customer service agent (she said her name was Sam, not sure if that’s true) she had the audacity to say “it’s easy” and then proceeded to try to tell him how to check a message.  Which she is not in the position to tell someone what’s easy when we already know what he’s capable of doing. Is she a cell phone trainer too??   

2). I told Sam his service was disconnected.  She proceeded to tell me that it was not disconnected that it was interrupted and I needed to use the proper terminology…how insulting and rude.

3). I then asked her if service can be turned back since his check has been mailed and she gave some off the wall, round and round answer and then transferred to a customer account executive that now has a 28-60 minute wait.

4) He never received a disconnection notice and it should not be disconnected on the same day it’s due. 

Sam is RUDE and needs training on how to communicate with people, including seniors, and de-escalate matters.  She’s the worst non-customer service agent Ive ever dealt with!