08/06/2025
I am not proud of myself (emphasizing NOT). Full disclosure.
I’ve been teaching anger management for over 30 years. I’ve literally helped tens of thousands of individuals based on my own life experiences with anger: what I’ve learned and techniques I’ve developed that prevent anger from becoming problematic. I’m pleased that I have done very well in this area. Or so I thought. Had she witnessed my behavior yesterday, not even my mother would have liked me.
Last week my cable bill arrived with a significant increase in cost. I called Cablevision to inquire if they had any discount packages available. “Not at this time”, the sales rep informed me, “but if you switch to fiber optics we can offer you a better deal.” I emphasized multiple times that I didn’t want anything to change in my services. She assured me everything I currently have would remain intact, even the TV channels I receive. So I accepted based on her assurances.
A technician arrived to install the new service. Four hours later he left without completing the job. Seventy-five percent of our TV channels were missing. He said he’d return the following day at 7 AM to finish but never showed up. Cablevision scheduled another technician who arrived the following day at 9 AM. He didn’t have the right tools, left, and never returned. I called again. They assured me a supervisor would contact me within the hour informing me when another tech would arrive later that same day. 4 hours passed. Crickets. I called again. (Keep in mind: every call involves long periods of navigating the automated system followed by a detailed explanation of my issue to the rep.)
I finally got a live person who informed me the supervisor never received the work order. He would reschedule a new tech, took my call-back number (in case we got disconnected) and put me on hold. Periodically, he’d remind me he was still trying to resolve my issue, returning me to hold. 52 minutes later, our call was disconnected. I waited 45 minutes for a call back which wasn’t forthcoming. Here’s where I go horribly wrong.
When I finally reach an actual person AGAIN and explained my issue in detail AGAIN, she transferred me to billing. I explained my situation to that rep. They couldn’t help me so they transferred me to tech support, (no help) then sales who informed me that for $32 more per month I could have my original channels reinstated. Now I’m really frustrated and it shows. This feels like a bait-and-switch and I’m not withholding my outrage. My voice gets loud, I drop a few f-bombs (which I have never ever done!) along with some other “choice” words (not directed at the rep but at the situation). He transfers me to the retention department. I explain my situation yet again. “This department is only for phone service,” she advises. “I’ll transfer you to TV and internet.” By now, I realize this is a scheme designed to frustrate customers into submission. But my anger is through the roof at this point. If they are doing this to me they’re doing it to others. And that’s going to stop. Kristina in retention picks up.
“I can’t restore your previous channels at your new contract price. But I can provide a different package with those channels for an additional charge.” Oh Hell NO! We go back and forth. I become more irate (is that even possible at this point?) as she argues that the initial sales rep was mistaken offering that deal. Not my problem, I reminded her. “This is a bait-and-switch,” I shouted “and I will report you to the FCC and BBB!” After nearly 2 ½ hours of heated conversations with multiple departments, Kristina finally acquiesced and honored my original contract. (I knew she had the authority!) Within minutes, all of my TV channels were reinstated. No price increase.
I took my dogs outside to p*e. I looked up to the Heavens and apologized to God. “I know that what I do to others I do to You for You are within each of us. I am truly sorry.” And I was – for disrespecting God. “But honestly I don’t feel remorse for the anger I expressed during this ordeal.” At least I didn’t berate or directly curse any of the individuals I spoke with, right? It was all directed at the company and their scam. A poor excuse for my rudeness and soften my guilt. I can’t deceive God nor myself. I know I was wrong. Not for being angry or even for being loud but for my offensive choice of words. “Father, I promise I’ll eventually apologize to you for the way I spoke to others but for now I just need to be angry.”
It's tomorrow. I’ve worked through my emotions as I always do but I left a lot of debris in its wake. I wish I could contact every individual who was subjected to my wrath. They were nothing but professional. Today I am truly regretful for my anger. They deserved the respect I have always given others, nothing less.
I began this process with a preconceived belief that I would encounter many difficulties. And for certain I did. That was the beginning of my downfall. I set the tone for the ensuing conversations by the attitude I initiated. Had I remembered God’s message in James 1:19 "Know this, my beloved brothers: let every person be quick to hear, slow to speak, and slow to anger" I could have been an example of God’s love and kindness to those I spoke with. I missed an important opportunity for which I am deeply remorseful. I let God down and I let myself down. This was such a stark reminder to me of just how much I need to stay focused on God every moment of every single day in order to remain free from sin. No matter how old, I still can’t do life without Him. Since I cannot contact all whom I mistreated, today I will pray for each of them asking for their forgiveness and petitioning God to watch over them and protect them from people who can cause them harm. People like me. No one deserves what I did.
Anger (although justifiable) makes us feel powerful in the moment. But the damage it can cause is inexcusable. Psalm 4:4: "Be angry and do not sin…” That is the key. Assertive not aggressive. Confident not offensive. Forgive me, Lord. Forgive me, Cable reps.
