Republic Services

I never had to call the garbage company cuz we just accept their shortcomings and once open, they are on schedule even if they miss pickups once a month.. However since COVID, I notice it got worse.. I understand if related to COVID but I don't believe it is. They are essential service. On Feb 4th, I called to upgrade my services to extra recycle bin and bigger blue bin. You know, pay them more money...! It was due for change out on Feb 12, and it did not happen. Today Feb 16, I called Republic to ask what happen and status. I wasn't mad.. it wasn't like they did not pick up the trash.. I get a woman rep on the phone.. I tell her the above exactly. She says okay, I hear you. Then she adds, what do you want again? Note, I am walking my dog, and I have her speaker so I have to talk a bit louder but nothing out of the ordinary. I said again, the same thing above and it never happened. And added, I like to know why and I don't expect to be charged until arrival. She said, look I am trying to help you.. I said OK.. help away. (no pun intended).. she added, as long as you are not being mean. I said what? I am not being mean. You said you were gonna help and I acknowledged it. It was friendly I thought but I told her it was uncalled to accuse of me something when I was not. And yet to use it as a condition to control. I said, I am walking on speaker and at times it is not clear and I am not being mean. I said, I like to know what is going on with my order. She rambled on.. I said look if you don't want to help, transfer me to someone who will. She said fine! hang up and call back! said no, transfer me and I said, what is your name? She did not respond, I said again, what is your name, who am I talking to? She stayed on the phone for 30 seconds and hung up. She never logged the call! But, luckily, it went into their survey and I left a neg.0 response. I still felt harassed so I called back to check and told a another woman rep who answered. TBH, she sound like the same girl but I doubt that can happen. I told her the incident and asked if call was logged and no. Now I am here writing this complaint. My bin upgrade never occurred. I don't know why.. no one there can tell me why. It is insane that no one there has any accountability. So now I have to wait on two separate days for a blue bin and a brown bin and hope I was NOT charged on the 12 when it was never delivered. I hope they find that callous person who harassed me cuz she felt threatened I guess. Thing is, I wasn't trying to be mean. I was outside walking my dog and I have no time for attitudes. I am in the IT service realm and I do not treat anyone like this. Shame on republic for not doing better job, not following up upgrades; shame on republic for missing services pick ups at least once a month. Customers pay good money for servics and they just get worse! How do they hire reps like this?