"I kept getting put on hold a lot. I think I listened to more hold music than I actually talked to a real person."

“The agent gave me a heads-up about next month’s bill.”

"The agent explained the next steps clearly before ending the call."

“The rep said, ‘Let’s work through this together.’”

"They used my name and explained things."

“They made me feel like I was being blamed for the issue.”

"I asked a question. The agent didn't know the answer but told me it was on the website."

"I was told yesterday to call back today for help."

"The agent confirmed everything for me before hanging up."

“They spoke too fast and used a lot of jargon I didn’t understand.”

“They only answered the question I asked—but I was still confused and they didn't offer to explain more. I still don't know how to read my bill."

"I was transferred to different departments to solve my issue."

"The agent offered me an alternative when my original request couldn't be met."