I genuinely don’t know where to begin without going into a full rant, but here it goes. A few years ago, I was truly impressed with the company's customer service. Contacting the hotline was straightforward, and if I needed quicker assistance, I could message them on social media and actually connect with a live agent. Issues were resolved swiftly, sometimes in minutes, sometimes within two hours. It was accommodating and made me feel valued as a customer. This year has been a complete nightmare. The live agents seem to have vanished. Reporting a problem now feels like being stuck in an endless loop of bots. I work online, and my job relies on the internet. The company somehow thinks it's acceptable to prevent customers from speaking to a human when the service we pay for fails. Yesterday around 3 PM, it rained and the internet went down. I waited, restarted the Wi-Fi, but nothing worked. I reached out via social media, hoping to speak to a real agent since they usually resolve issues quickly, but I couldn’t find that option. Both the messaging platform and the hotline kept me trapped in the same ineffective bot flow. When a queue option finally appeared, it stated a wait of 45 minutes. I got disconnected. Then 11 minutes. Then 33 minutes at other times. Every time I confirmed, the bot either froze or told me the session had expired within seconds. Bots don’t grasp urgency. Bots don’t understand that my work depends on this. Bots can’t fix anything effectively. Out of desperation, I called the upgrade hotline. I was connected to a real agent instantly, with no queue and no bot. Huge thanks to the agent for assisting me. But seriously, who decided that regular customers reporting an outage don’t deserve equal access to human agents? Now for the update. It’s been around 30 hours since the outage began. It feels like my issue isn’t important because it’s still within their 36-hour timeframe. So I guess I should just wait until they reach that limit before anyone cares. This is unacceptable for a service that people depend on for work and daily life. The company is paid to provide reliable service and actual support. Not generic automated responses. Not endless bot loops. We deserve the option to talk to a real person who can genuinely help. Anything less is disrespectful to customers. This isn’t just a minor inconvenience. It’s a complete downgrade from good service to utter frustration. Whoever approved this bot-first system needs to reconsider immediately. Customers deserve better.
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