Misleading information

[Rutasru]

I recently moved and was told by a csr that a move was free. They set it up at my new place but I was charged for the move. Why did the csr gave me misleading information then? I would never go for it I had known. I could have got a new connection from some other company. Why withholding information and misguiding customers? I want a refund.

***Added Labels***

[RogersJo]

Greetings @Rutasru!

A warm welcome to the Community and Congratulations on your move! We're sorry to hear what occurred as moving can already be rather stress inducing and the last thing we want to do is add to that. This is most certainy not the type of experience we want you to be having and we're happy to still have you on board with us! 😊

With that said, have you had the chance to connect with our Moves Concierge Department to have this looked into since you last posted?

Do you have the contact information for your desginated Moves Concierge Agent?

Looking forward to hearing from you,

RogersJo