On January 22, 2025, I contacted customer service and spoke with Genesis regarding the cancellation of my AC protection plan. I explained that I had just received a bill and requested to cancel the service. Genesis informed me that the cancellation could not be processed until the bill was paid, despite the fact that I have a pre-authorized payment plan in place. She napped said she has could not help me. I did not understand why I had to call again the end of the month. I told her to record the conversation on file and she kept saying “MA’AM! MA’AM!
When I asked for her name, Genesis stated that she needed to place me on hold to find out about the cancellation, which she subsequently did. Upon returning to the call, she informed me that the sales department would be able to assist with the cancellation. I pointed out that her earlier statement about waiting for payment to be processed was incorrect. She continued to interrupt me, repeatedly saying, “MA’AM! MA’AM! I TOLD YOU.”
I reminded her that the conversation was being recorded, to which she responded dismissively, saying, “SO?” I then requested to speak with a supervisor. She questioned why I wanted to talk to a supervisor. I informed her that I wished to report her for poor customer service. She questioned me further, asking why gain. I reiterated my concerns. She then told me could think whatever I wanted to think. Genesis then stated that I could only speak with a supervisor in the sales department, as she was in collections. There is no supervisor for me to talk to.
I asked her to end the call so that I could submit my feedback through the automated system. Instead of responding, Genesis remained silent on the line for approximately four to six minutes. She eventually hung up.