Went to the local kiosk with my disabled mom to update her plan as she was paying a ridiculously high amount and to possibly upgrade her phone as the speaker phone was broken. Speaker phone is essential for her mobility impairment. When I looked at the current plans, they offered more for less. being disabled, every penny counts for her. Just getting to the kiosk was a big task for her. Employee wasn't willing to work to lower her plan even though we had paid off her tab. When he went to look at her account, he was very rude. Unfortunately my mom's licence had exprired this year (she hasn't driven in 3+ years since she's I'll). I asked if we could use other sources like a bill with her address, a birth certificate, etc. Was told no. Was so upset for my mom and this employees unwillingness to help even before the ID issue. Long story short, you lost a 7 year customer to East link who had no problem working with us. I really think your customer service was lacking both professionally and on a personal basis. Recommend some policy and training reviews, especially when it comes to beingore accessible. Also your new virtual feature shouldn't Stonewall you from talking to an employee.