I was a customer...

My mobile account term just ended.

Last week I talked to an agent and came up with a new plan a week ahead of the ending. He was to email me the new agreement, he didn't.

To my surprise I was informed I had late charges even though I paid the total amount on the website.

Then I was told I had agreed to a bigger account, money per month. I refused this adamantly in the discussion with the first agent.

The new agent is just like talking to the AI, not much of a difference and unable to confirm the previous agents agreement with me.

The late charge evidently was generated when my account was billed and extra $28 and not added to the amount I needed to pay online.

The conversation, which was recorded is unavailable because I won't agree to a new higher paid agreement, I am told I have to agree with the new terms before they will consider the previous agreement. Blackmail?

I used to have customer loyalty perks for better than 25 years, since they started. I also have "bundle" agreements.

The other issue is the automatic withdrawals, how can anyone have confidence if withdrawals will happen that are unknown?

I paid the additional amount now that I know about it but am looking at changing to a different provider.

The agent I spoke to now sound like they worked in a sweat shop, I could clearly hear at least 15 other agents talking in the back ground and this agent only read what was posted on the web page anyway, just reading a script. When I ask to talk to customer loyalty or retention they said that was who they were.

AND I only had to wait just over an hour hearing the same song over and over. Online I am still awaiting an agent, 6 hours now.

Yes they would have placed an over due amount on my account without me knowing if I had automatic payments, they certainly never informed me of the new amounts on a contract I didn't want or agree to.

 i know I am small potato but I have lost confidence in their customer relations.