Poor Customer Service and Misleading Contract Information

I am extremely frustrated with the poor service I’ve received.

I had two phone contracts. When I settled the first one, it was such a struggle that I even had to leave a negative review just to get assistance. Now I’m dealing with my second contract, which I opened in February 2023.

I did a premature upgrade and was clearly advised that because I still had 4 months remaining on my old contract, those amounts would continue to be deducted during that period. After those 4 months, I would then only pay for the upgraded contract.

However, we are now past February 2026, and I am being told that my contract only ends in July. This means I am effectively paying for this phone for more than 36 months, which makes no sense.

I have contacted customer service multiple times and keep getting transferred between departments, with no one able to provide a clear explanation. One consultant claimed it was due to the premature upgrade, but I have statements and invoices that clearly show the old and new contracts were only combined for 4 months. After that, the upgraded contract should have continued on its own.

Now I’m being told I must go back to the consultant who assisted me in 2023 to explain this, which is completely unreasonable.

This is unacceptable service. There is a clear lack of transparency and very poor customer support. Based on my experience, I would strongly advise others to stay away.