I never did either until now. They recently changed billing vendors and I think we were just unlucky.
I understand mistakes happen, but they keep piling up. Last night we had to call four times because every time we were to be transferred and were on hold, someone picked it up and banged on us. We couldn't have paid them even if we wanted to simply because we could not get through.
I finally did and the lady was very helpful and saw all the notes on our account and how many times we've had to call to get things fixed. At that point I just had a defeated inflection in my voice while she had "oh my god wow this is ridiculous" inflection in hers. She was very nice. We haven't been angry over the phone, just stern. We've worked in customer service and it sucks but sometimes they deserve to hear it.
I guess we finally got lucky with someone who actually wanted to help or gave half a damn because we're still good today after 3 straight days of having service suspended. I didn't trust her word, but she came through. Still jumping ship at our earliest convenience.

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