Terrible Customer Service

I am so frustrated with Real. I paid for my most recent susbription renewal on 1/20/2008. I paid $129, which is the annual payment for the Rhapsody Unlimited. I logged on this week and noticed that my account has been reverted to Rhapsody 25, their most basic service. I called the cusotmer service line and ended up talking wiht someone with a very heavy Indian accent who called himself "Steve." I explained the problem but all he can repeat back to me is that he sees that I have a Rhapsody 25 account. After a few unsuccessful attempts to repeat myself and be understood, I asked Steve if I can speak with his supervisor. I was dropped without any feedback.

I then used the chat in the hopes of getting this problem solved. "Stewart" answered the chat. It was much a shorter wait for the chat, but the problems are not any easier to solve. I spent the following 30 minutes chatting with Stewart, having to repeatedly explain my problem even more, but Steve was not much help. He did tell me that he can see that my account is cancelled. I told him I didn't cancel it, and I paid $129 for a year starting 1/20. Stewart says I can reactivate my account and pay more money. I don't see why I have to pay for something that I already paid for, but Real's policy seems to be that customer service cannot fix these kinds of mistakes. Stewart doesn't seem to be able to make any corrections and informs me that he needs to transfer me via email to Tier 2 agents, who are not available via phone or chat, only email. I asked a few times if I can have a reference number -- Stewart said that he cannot do it until he signs off and he will have to email it to me. I would have thought that a company like Real has at least a CRM that will create a ticket or referencable record, so I am very disappointed. I tell Stewart that I am very disappointed.. and just after that, my chat window informs me that " Communication with the RightNow Live service has been lost." Luckily I was at least able to save the text of the chat.

After spending nearly an hour total on the phone and over chat, I have a headache and my problem remains unsolved. They have really lost a customer, and a good one at that for years. I feel a little heartbroken, frankly, as I really did like the service for a long time, until this customer disservice incident.