Optimum review: Legacy plan

My wife had miss placed her cellphone. So we went to the Optimum store to see if they could find it. We were told they could not and they recommended that the phone be "disconnected", and if we found it would be reconnected, we were told that we would still have our Lagacy plan and that they guaranteed our payments would remain at $20.00 per month per line, a total of a $40.00 per for LIFE. Within an hour we were at home and found the phone and returned to the store to have it turned back on, they then told us that we have to have a new number! We didn't want to change the number but were told it had to be changed and our Legacy plan would remain in effect.

So they changed the number, we received the following bill and my wife's phone plan was changed to some plan for $45.00 per month that we had never agreed to, we never talked to anyone about plans nor did we agree to any plan they billed us for. I immediately called customer service and was bounced around to several departments all telling me that the number had changed and that a new number could not be Grandfathered in even though THEY screwed it up. One technical person said they should NOT have DISCONNECTED the phone and that they should have SUSPENDED the service to that phone. And now every time I call them they put me on hold to "talk to the people in the back office" only to come back and tell me sorry we can't help you, the new number cannot be added to that plan.

They act like the billing department cannot bill us for what THEY promised us! Then they want to know "can help anything else?" We have returned to the store twice. The first time we were again assured that the 2 Supervisors and the store Manager would straighten it out. We went back today (2/13/2024) and was told "sorry we can't do anything about it". It's totally unacceptable, we had NO control over their incompetence, they try to make it sound like the equipment changed when I know its nothing more than a billing issue that needs to be corrected. We will be protesting in front of the brand-new store in Lake Havasu City Arizona, that is not a threat, that's a promise... I keep my promises. Optimum DOESN'T.