>A bit more back and forth… then the call was disconnected.
who disconnected it? were you yelling at support? this seems relevant and you just put "yadda yadda... the call was disconnected" (not to defend Wise, just curious what happened there)
>This isn’t just poor service — it’s unacceptable.
meaningless LLM-addendums don't improve your blogpost
It's relatively common IME if you have a hard question or unusual request. Presumably it's going to affect the support person's metrics so they 'accidentally' drop you. Or, if there are targets then it might even be policy.
I've been on calls where it was 30 minute waiting to get answered, you ask for what you need, they put you on hold (or 'transfer' you), then the call drops. They don't ring back.
Telecoms companies in UK seem to have the worst communications, terrible line quality on support calls. I just assume people then don't complain because it's so hard to. The ombudsman is next to useless - you have to be without service for something like 6 weeks before they'll get out of bed.
You've never had the experience of having a somewhat challenging / unusual request result in an agent abruptly dropping the call?
They can figure out pretty quickly that A) it's going to be hard to help you, and B) you're going to suck a lot of their time, and C) their poor luck of getting your call is going to make them look worse to their management.
I had a sequence of this happening three times with a utility. Unfortunately, it's the fourth agent who actually helped me that got yelled at, at no fault of her own. But I was pretty pissed at that point.