Background: Been a spectrum mobile number for six months. Three BYOD lines: two unlimited plus, one unlimited.

I called in asking for the new pricing. The mobile agent said only new customers. I politely said, “if that’s the case, I would like to cancel my service.” I was then transferred to “retention”.

In retention, they stated it was completely possible and said they would walk me through it. I was then transferred back to mobile customer service, where they said it wasn’t possible.

This round trip happened three more times. On my third trip to retention, the retention agent escalated to a manager. Come to find out, the system will only adjust the pricing if I were to add another unlimited line. The system will “re-rate” all the lines when a new one is added.

I closed the loop there and ended the call. I am writing the VP of Spectrum Mobile in Denver and asking for resolution.

Verizon just lowered their pricing to $45 a line. If I am stuck at $55 a line, might as well switch.