Dear OSN team, Let me share with you the worst experience I faced since longtime ago. On the 19th of November, 2017 I received an SMS from your side that OSN packages have been modified and prices were changed, therefore I contacted the call center same day to inquire about the new packages with its contents and asking what if I want to migrate the family package. Accordingly, your representative told me within the call that if I want to migrate he must proceed with the migration action to be effective from the next month. I told him what is the need to migrate now while I can migrate before the deduction date or before the end of bill cycle, however he insisted to take action within the call otherwise the action won't be implemented and the updated price of the premier package will be deducted from the credit card. I told him no problem it is ok to take the action by proceeding with the migration action and deduct an amount of 308 l.e. From the CC. Next day, suddenly I received an sms from your side that another amount of 252 l.e was deducted which is not acceptable by any means from my side. I thought that the system did not understand the manual action that took place by the agent and deducted this amount to complete the upgraded amount of the premier package. Accordingly, I called the call center more than 6 times complaining from this issue and every time i receive different reply and invalid justifications that the agent took wrong action and he was not supposed to perform such an action !!! So I have some concerns that need to be shared with you. 1- I consider what happened in credit card is a clear manipulation and fraud action. 2- Not contacting me since I submitted my complaint is a clear negligence and unprofessional handling for your customers' complaints. 3- ABC handling is to call your customers and stick to your service level in case you have. 4- affording Interest on my credit card since 21/11/2017 till date due a mistake from your side is not accepted from my side. 5- I requested to cancel the service more than once and no one contacted me as well till now. 6- When I called they told me that the complaint team contacted me which is a clear fabrication and falsification from your agents in your database as no one contacted me never. I can accept such unprofessional handling from a small company starting its business in the market yet not from OSN !!! Accordingly, I need someone to contact me from the head office or a responsible manager who knows well how to handle a dissatisfied customer and who was impacted negatively due to your mishandling, otherwise I will make sure to share this complaint on social media on certain pages and take all the needed actions to save my rights. Waiting for your call for further clarification and details about this case and to prove if you still have any form of credibility and save your reputation in the market. Thanks Ahmed Abdel Hafiz [protected]