Cost of Living 8:13 Why customer service ain't what it used to be

Marcel Strigberger went through customer service hell after he noticed a strange charge on his credit card.

He was billed $1,000 for visiting a hotel in Moose Jaw, Sask., despite having never been there. He spent the next three hours on the phone trying to get the charge removed.

"It's the worst," Strigberger, a retired lawyer in Thornhill, Ont., just north of Toronto, told

"You're there, you're all upset. Nobody picks up the line, you listen to that agonizing music. 'Your call is important to us. We understand how you feel. They're getting more calls than usual.' It's frustrating."

In the end, he was finally able to get the charge reversed — but not before a long, annoying experience on the phone, listening to on-h

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