Customer Service Professional, Where is the Professionalism?

I called my telephone company to get my constantly intermittent internet signal resolved. I hadn't even a thought in my head that a customer service professional could be so clueless and only about the Benjamin's.

I'm not new to the internet or phone service and since my one and only phone company, really expensive phone repair bill, I've always added and paid the monthly charge for ATT's wire repair. After all if there is something wrong in the line and you want it repaired, its best to be covered. So your not stuck with the burden of the cost if you hadn't purchased it. SO I've used it over the years, when there has been problem, and I've been so glad I had it. I've been wired to the internet since 1995 and its so much cheaper to have it, until 2011 that is. Now its seems like it doesn't matter if you've got it. You'll still be charged somehow anyway.

So I'm in my lovely new apartment with a view now and as luck would have it. The lines are just horrible and need a technician to come out where I've been and of course I'm not able to receive a signal and of course a repair needs to come out. However the problem is partially taken care of. So the phone line is fixed but the technician is not qualified to take care of internet problems. So I wait for the technician who wont be coming for a week. Now the customer service representative informs me that I will be charged if there is something wrong with the line and they have to send a technician out. Because the sent a ping and its just fine so of course they must charge me. Sure,

I have inside wire repair but she says but that doesn't cover if someone has to come out. Really, now that's quite brand new of them. Every time I call ATT they seem to constantly find more ways of plying money from my purse and suck me dry. Now how is it that this wire repair protection evolved over the years, to pay for it and pay for it if you use it? From pay for it and if you ever have any problems then your simply covered. Is the what "pay to play" means now?

In the end I did not pay for the wire repair but is complaining and switching representatives going to cut it in the future? Probably not? So what do we do? This is not the first time I've encounter new fees or "things" no longer covered and the newly not covered things just happen to be what consumers need the most. I'm not sure why so many companies are creating and new fees on top of fees. It's as if companies have said to us, take it of leave.