tele comm companies et al

You have to call them out on their stuff.
I just got billed a $9 late charge on a $4 balance.
I called BS. (hushh..... but I do need them lest I be completely isolated to the train room).
So I go to the web site like they all want you to do (so as to [God forbid] not have actually talk to someone).
I find this little "instant chat" thing floating bottom right and hit it.
Instantly I have an instant message going on.
I'm thinking "thinking this can't be real". No one's customer service hits that fast.
It's an https connection so they should already know who I am based on my login and all that.
Nope, she wants more and it sounded like canned response and I immediately thought there was a computer behind the scenes shoveling out responses. I played along - being it was on https. Then I started getting authentication questions. Well, hell, I was already logged into my account and I was online. She should have had my "jacket" right up. Ok. Acct#, etc. I'm still game until I hear those canned responses "and maybe I help you... with your problem?".
It started from that and I was certain I was "chatting" with a computer (IBM Watson or Cray type). No way anyone can type that fast.. and I type super fast.
But I'm still playing along..... and finally demand a "real human" to chat. Another canned response came back. But this person kept on with me. She waived my $9 late charge which I saw happen while were "chatting".
Here comes the pitch - they always want to sell you something more.
Turns out I may have mis-judged all along. At least on this call/chat.
In one of her attempted pitches to up-sell me on stuff I've long since cancelled, she asked my basic internet usages. Not like that is anyone's business but mine I answered. - honestly [ negative on the smut].
She keyed on "streaming TV and videos". That's when it hit me I was dealing with a real human all along. She said "I love streaming TV". Probably not something her superiors would to hear thinking she should try to re-sell the same service I cancelled 2 years ago.
At that point I realized I was really dealing with a real person.
She proceeded to ask about my internet speeds given my current charges.
Does a quick speed on me (from their office I reckon) and says she can double my speed for what I'm paying now.
[ huh? what? what have I been paying for already?]
This is where it gets even better.....
She gives me an offer to double my speed at the price - plus taxes and fees.
To whit - I already have that price with NO taxes or fess. "Oh, let me check on the State you at."
Mistake on them!!! Oopsy daisy!
Same $47 gets me double speed and no changes to my bill.
She asked about my hardware - gateway/router, et al.
Hmmm....... perhaps I've been throttled?
No hardware changes needed according to her. That tells me throttling at the office.

Anyway in the end we ended chatting like old friends.
I never expected customer service like that over some instant messenger stuff.