Hotwire

To Whom It May Concern,

I am quite disappointed regarding the customer service (or lack there of) given by one of your "Chat Specialists/Support Agents", Acilia; and the next few days I will dedicate some time to finding an alternative internet & cable source, in order to completely end my relationship with Hotwire Communications.

I have literally been paying hotwire for over a year, for cable/internet; but being a loyal customer apparently doesn't mean much; as I began a chat session on july 6, 2020, to discuss my most recent bill (as well as a few past bills), and unfortunately for me... Had to encounter your employee, acilia. Not only did she not have any patience in addressing my concerns - but when I asked her a question about a specific billing entry, she responded to me with:

"parentheses is clearly a credit. Aka prorated. Also meaning that you weren't charged a full amount".

Goodness, forgive me for even inquiring and trying to understand my bill?!

Customer service is not a job meant for the impatient, nor those inclined to get frustrated, and impolite …. So quickly, and so easily. And the entire conversation was filled with this tone from acilia.

So, I say all of that to say this... You may not miss my small payments; however, if you continue to permit your staff to handle customer related matters, in this manner - well, I am sure more customers will make an exit.

I have included the above mentioned exchange (via screenshots) below.

Sincerely,

Denise M. Stocker