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What customers love

• One staff member (Jafer) provided helpful technical support
• Some agents are polite and attempt to help despite system failures

Common concerns

• Customer service is unreachable, uses looped IVR systems that disconnect calls, and cannot be accessed by phone, app, or in-store
• Customers cannot cancel accounts despite multiple attempts over months; service continues charging after cancellation requests
• Misleading sales practices with false promises about discounts, phone offers, and package terms that differ from actual bills
• Internet and mobile service consistently non-functional with repeated outages, poor connectivity, and unresolved technical issues despite multiple router replacements
• Systematic billing fraud with overcharges, phantom charges for non-used services, incorrect refunds, and charges continuing months after cancellation
• Account management failures including unexplained suspensions, number disconnections without cause, forced contract renewals, and data corruption (Mr/Ms tagging)
• Incompetent and unresponsive support staff with poor English communication, rudeness, staff playing games on phones, zero accountability or responsibility
• Process design appears deliberately obstructive requiring 3-7 store visits for simple tasks with inconsistent instructions and contradictory requirements
• No coordination between departments; customers transferred endlessly without resolution; complaints logged then disappear from system
• IVR and app systems non-functional with expired sessions, glitches, and inability to complete basic account updates