Once a year I try to pay Rogers for pre-paid phone service, and it's always an adventure. I'm supposed to be able to pay for one year of service using a credit card online.
When I went to "Billing" in my online account to top-up my service, the website clearly showed my credit card was not "valid", even though I updated it months ago. There was no link anywhere to update my credit card expiry date.
So over to spend another 10 minutes in Web chat, where "Jim" finally tells me that he has no access to pre-paid accounts. He tells me to phone Rogers. Since I've had various dead ends in their phone menus in the past, I asked him for the exact route to talk to the human who can fix this. That saved me at least another 10 minutes.
I finally talked to someone on the phone, who not only was able to update my card's expiry date, but agreed to make the payment from my pre-paid credit instead of the credit card. Of course, only a human on a phone can do that too. So half an hour trying to pay them ended up saving me about $100. Since I was now on a roll, I asked her why my pre-paid account no longer provides billing details online. So she agreed to send me (at no charge) a list of my calls and charges by - believe it or not - Canada Post!