After a bad experience, I spoke to two consultants

After a bad experience, I spoke to two consultants. The first one hung up on me, and the second said he would escalate the issue—which he did—but I was never updated. I only found out the status when I later spoke to Joy. Joy took the time to guide me step by step through the process and responded to my request efficiently. Although I'm still not satisfied with the billing issue itself, I'm happy this time because I finally got through to someone who truly put themselves in my shoes and made the effort to help. Kind regards,Ivy