I always buy the 45 dollar plan that just last month was given a data boost up to 25 GB. I didn't realize that my niece had gotten my phone one day and apparently watched 10 GB worth of videos and I subsequently I hit the 25 GB wall on the 29th day of service and my data usage was throttled.
I didn't complain about the slow data speed because my account had hit the maximum data usage and the 2g speeds that resulted were excruciating.Two hours later I went to Walmart at 2:00 a.m. on 03/10/19 and bought another 45 dollar card and used straight talk's automated text system to add the PIN and this is where I began to get angry...first the bot told me that I had an inactive account which obviously wasn't true since I was texting from the supposedly inactive number. After having to start all over with entering the PIN it grudgingly admitted that I had an active account by telling me that the card I had purchased was not added yet to my account but was in reserve and could be activated for use after a 15 minute waiting period. I waited the 15 minutes and told the bot to activate the plan renewal from the reserve so I would have renewed high speed data, which is crucial for my job.
The bot said that the plan was active and I turned my phone on and off just to make sure that everything was reset as I'm usually asked to do when adding or changing services. I was more than a little shocked and irritated when after rebooting the phone I pulled up my browser to make sure that my account had updated and my internet speeds were back to normal only to find that there was no change in my internet connection speeds at all. I verified the service dates on my straight talk account and then attempted to run an internet speed test via my phone's Samsung+ app and the internet speed was not even fast enough to complete the test, never passing the ping phase of the test. I attempted to run the test 6 times with no success.
I really grew annoyed when I attempted to use the customer support number, dutifully listened to the options given by the chat bot and surprise! When the bot decided to refer me to a customer representative there were none available... customer support is only available during the day...for almost all support issues that the chat bot lists as something it can handle, all it did is either refer me back to the text bot or tell me that it was transferring me to the non-existent customer service representative. I tried for over an hour while sitting in the Walmart parking lot to find out why my data speeds are throttled still despite just adding a 45 dollar card and I'm still no closer to an answer.
The chat bot and the text bot form of support is just asinine as they could not be programmed to be anything other than an irritating distraction when you need to talk with a real live human tech support representative. As of writing this review, a full 3 hours after I first added the 45 dollar card my data speeds continue to be throttled and I can barely open a web page, much less open and use the apps by which I make the money to take care of my family and pay for this piss-poor customer service from straight talk. I have been with this company now for 3 months after switching from MetroPCS because I felt like their customer service was bad...if something isn't done to fix this issue today I will be going back to MetroPCS because next to the bot brigade customer service that I have received so far from straight talk, the customer service at MetroPCS was amazing.
I was with MetroPCS for 2 years before deciding to give straight talk a shot and not one single time in those two years was my service ever throttled and if for some reason I had to be a day or even 6 days late to make a payment MetroPCS would give an extension so I wouldn't lose my number or my job! I rely on my data connection and its speed to make appointments and schedule work assignments which is why I bought and added a new service card within two hours of my data being throttled..if straight talk doesn't get this fixed this morning I am leaving their service along with the 15 of my family members who are also straight talk customers and know that if this is happening with my account it is just a matter of time before it happens to theirs as well.