I think it's sad that these days that wireless phone companies/providers are pretty much synonymous with bad customer service. Everyone has those stories of getting the run-around when they call, of not getting any useful assistance, etc. So of course I was hesitant to call our wireless service provider, but I had to in order to clear up our bill.
The backstory: In December, I called the company to drop one of the phone lines on the plan. I distinctly remember the rep telling me that the line will be discontinued as of the 27th, and on top of that she switched me to a lower cost plan, based on my usage pattern (how nice of her).
Cut to now: My husband pays the phone bill online, so (now) I believe that he hasn't actually been looking at the statements. Which would have been fine, except that last week when I happened to look at the bill, I noticed that the phone line that was SUPPOSED to be discontinued was not only NOT discontinued, but the primary phone line on the bill. Hm, that wasn't supposed to happen!
So I made the call. After I explained the situation to the rep, she put me on hold while she looked through the history of the account. Amazingly enough, she did not find any notes related to my call in December asking me to remove that specific phone line. Great. Now it was my word versus the rep-in-December's word, and I didn't have her name or a confirmation number or anything. But here's where the "good experience part" comes in: not only did she believe me and discontinue the line, but she credited my account for 2 months the portion of the bill attributed to that line. AND she lowered my plan again (apparently, I don't use my cell phone all that much).
I was really surprised that the outcome was in my favor. I thanked her profusely, and I told her that this was the best customer service experience with a wireless company. It really was!
And that company is: Verizon Wireless.