how can you do an outage when you cannot be there to answer questions or help?

OK so you disconnect my internet at 9.30 pm and have no customer support to explain the unreasonably overpriced bill you are asking me to pay..and then, instead of me asking you questions, your super sweet customer care reps hang up the call oz 'she cannot hear anything' when asked to explain the bill next morning?? and then you expect ME to pay an outage fee for it? seriously? the most horrible customer care experience for your anyways overpriced service and chompy internet all the time.