Overcharging Without Notice, Outrageous Price Hikes and Terrible Customer Service

I am extremely disappointed with the way your company handles customer service and pricing. Before I became a customer, I was able to reach a live representative immediately. Now, as a paying customer, my calls are blocked, and I am forced into a chat system that makes it incredibly difficult to speak with a real person.

Additionally, I received no email or text notification informing me that my yearly discounted rate was expiring and that my bill was about to increase significantly. Instead, you simply charged my account without any prior notice or authorization. The fact that you require customers to link their checking accounts for a $10 discount—only to take advantage of that by withdrawing funds without approval—is unacceptable.

When I finally reached customer support, I spoke with two different representatives who gave me completely different pricing. The first rep lowered my bill to $55, while the second eventually brought it down to $45. However, this is still an unreasonably high rate for the same exact service I’ve been receiving, and I am far from satisfied. The inconsistency in pricing only confirms that even your own company does not believe your service is worth $95. It seems like customers are simply given whatever rate they happen to negotiate, which is a terrible business model.

It’s clear that your company prioritizes attracting new customers and pushing upgrades rather than retaining and valuing existing ones. If I am paying for the same WiFi service, why should I have to pay significantly more for the same experience? This lack of transparency and disregard for customer satisfaction is unacceptable, and I will be actively seeking an alternative provider going forward.