I am extremely disappointed with the service I received today. I have been a loyal customer for over four years with two active lines, and this experience has seriously damaged my trust.
I contacted the Loyalty and Promotions department seeking help with a better price on my current plan. Instead of support, the agent (Erica) acted unprofessionally, spoke in a dismissive manner, and laughed during the call. When confronted, she initially denied laughing, then later admitted it. This behavior is unacceptable, especially from a department meant to retain loyal customers.
The call was escalated to Jack, who was unable to provide any assistance and simply stated nothing more could be done.
Overall, no resolution was offered, and no one genuinely tried to help. I expect a reasonable review of my account and a fair adjustment to my current plan price. Loyal customers deserve better treatment.
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