8x8, Inc inadequately addressed a problem created by one of their customer service representatives. Poor customer service resulting in an upcharge of $4000!!! San Jose california

My colleague and I enrolled in services from 8x8 back in 2017. We only used the services for maybe four months at the most, as we dismantled the business in pursuit of other ventures. I have called in on several occasions to see what was needed in order to cancel the contract, i.e what the cancellation costs were, if a notice was required, etc.

We were unable to pay the full balance at the current time so I called back in a while later to finish the cancellation process. During which time I was told by a representative named Paige that the cancellation cost was going to be around $3000-$3500 give or take. I was told by her that the 30 day notice was completed for our cancellation and that all I needed to do was call back in when I was ready to pay the balance. Today I called back in and I am being told by a representative that the balance is not $3500~ but closer to $7500 instead. That is an INSANE difference in cost. How is that mistake even made?

I asked to be transferred to a supervisor to resolve the issue and see if there was a way to negotiate and lower the cost as it was THEIR representatives mistake and I shouldn't have to suffer the consequences from the incompetence and lack of proper training on their behalf. Upon speaking with the "supervisor," they were completely unwilling, unhelpful, and instead of taking responsibility for their mistake and working to resolve the issue, they blatantly stated "sorry, not sorry" and refused to honor the original amount that I was quoted.

Not only did they refuse to honor the amount I was originally quoted by Paige, but they refused to budge entirely. I have worked in several customer service positions before. I know that the rules can be bent in order to assist a customer, especially if the mistake was due to a poorly trained representative. I understand that they have to abide by their policies, but a difference of $4,000+???? Absolutely unacceptable. There is no reason why the math should be that inaccurate.