We’re very sorry to hear about your experience, Andrew. We would like to take a closer look at this if you would be willing to share account or ticket information that we could use to investigate it further? Naturally, we would like to ensure that your concerns are addressed, but would also like to stress that there are some points included here that are not in line with how our Billing department operates (for instance, you should never have to pay anything more than the past-due to have an account reactivated, nor should you have been denied the ability to discuss this further with a manager). It would be very helpful to gather information that would allow us to clear up any miscommunication while ensuring that no one else goes through a similar experience. If you can help us with that by following up, we would very much appreciate it.
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