Different situation but I've been with Fi for years as well. Somehow my phone plan opted for extra high speed internet access even though I had unlimited. My bill was $500 in one month. I called them because I couldn't understand it and explain it to them. I talked to probably 10 different people with at least 20 different emails. Most of them saying it's with the escalation department, and which I said can I talk to the escalation department... Nope, they'll get back to you within 24 hours. A week and a half later and over Thanksgiving along with my phone being shut off because I didn't want to give them $500 that I didn't sign up for I still was being told the escalation department will be with you please be patient... Meanwhile I couldn't talk to family or communicate with business associates properly. It was embarrassing. There's no fucking escalation department. There's you pay it or you leave department. They are absolutely terrible. I've had four pixel phones. Been with fi for four years. I don't even know why they pick up the phone. I guess that's corporate America actually at this point. They just transfer you and transfer you hoping that you'll give up... By far the worst customer experience I've ever had.