Customer service

Is it just the customer service office I’m calling that is terrible or the entire via sat?
I know as a technician myself I take pride in my work and enjoy fixing connectivity issues, even while a retention agent enjoyed helping customers… I just do not understand how this company is making and residual income with such terrible service for their own customers.

For public knowledge, closing this topic as it is a duplicate of Billing/customer service and will be answered on that one.