re: "Please listen carefully as our menu options have recently changed".....

Our issue was them not taking our money. There was some kind of overlap when we disconnected and paid our last bill so we had a tiny balance. Couldn't pay online because when you disconnect your online account is disabled. Called to pay- choose option whatever if you are paying a final bill. That option asks for account number. Enter account number- no record of that account. It was insane.