I am filing a complaint regarding a very frustrating customer service experience. This is my late father’s account, which I have taken over. I attempted to pay the bill online, but the system would not allow me to do so, even though online access had worked before.

I called customer service for help. The representative was unhelpful and refused to provide even the amount due on the account. I was actively trying to make a payment, and instead of assisting me, she refused to help in any meaningful way.

I find this unacceptable. I was not asking for anything improper. I was simply trying to pay a bill and resolve an access problem on an account I am now responsible for handling. Refusing to provide the balance or offer any real assistance made it impossible for me to take care of the account.

I am requesting that this interaction be reviewed, that I be provided the current balance due, and that I receive clear instructions on what is needed for me to manage and pay this account going forward. I also request help restoring online access or another way to make payment immediately.

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