contract expired back in September 2024

Hello,

My mobile contract expired back in September 2024, and I've been on a rolling contract ever since. I’ve had enough of paying for the same plan and wanted to upgrade, but the whole process has been a nightmare!

For the past few months, my phone signal has been dropping constantly, and calls are barely coming through. The internet speed is so slow, it’s almost unusable, especially when trying to browse or use apps. I’ve contacted customer support multiple times, and they keep saying it’s a local network issue that’s being worked on. However, the problem persists with no real update or solution.

So, I finally decided to upgrade my plan online yesterday, but when I tried to switch to a new plan, the website kept crashing. I spent over an hour trying to get it sorted but ended up being logged out multiple times without any progress.

When I called customer service, they asked for my account details, but after verifying everything, I was told they couldn’t help me make the change over the phone and that I would need to visit the store in person. But when I went to the store, the staff couldn’t process my request either because their system was "down."

On top of all that, I received an email today confirming my renewal for the same plan I no longer want, and there’s no way to cancel it through the website. They haven't responded to my emails about this either, and every time I try to call, I’m either put on hold for hours or disconnected.

 Why is it so hard to upgrade my plan online, and why isn’t there proper support when I need it?

I’ve wasted so much time and effort trying to sort this out. Is anyone else having these issues with XYZ Mobile, or is there a better way to deal with them?

Has anyone managed to resolve similar issues or gotten any proper support?

Best Regard,

Dona