Has anyone else had an issue with Suspension of devices vs Canceling of devices?

Back in July I contacted customer service about canceling our service on our mobile hot spot (jetpack). The customer service representative told me to "go online and suspend the service, it will eventually cancel out". So that is what I did. Today I received a bill with $71.05 in charges for the "canceled" jetpack. I called into customer service, was transferred to Lisa, the customer service supervisor for the midwest call center and was told basically sorry, but we can't credit your account. We provided the service even though you did not use the service. I stated that I received no notification that service would resume and thought that the line would "cancel out" as I was told by the customer service representative back in July. So I asked to speak to Lisa's supervisor, she doesn't have one...really??? she answers to no one??? I inquire about cancelling my account all together effective immediately, and she could not tell me what the total charges would be...and she's the supervisor who answers to no one??? No wonder this company is going downhill....All I want is the $71.05 credited to my account since I was given misinformation. Am I asking too much????

How would pulling a taped conversation of the customer consenting to suspend vs disconnect help them get their way at all? At some point a person has to accept personal responsibility for their choices. If he wanted it disconnected, he should have declined going online to suspend and had it disconnected.

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