So, I just got new internet service, saw my bill was stupid high and called them to get it corrected, here is what happened. It's not overly interesting, but all said and done, things were corrected. Anyway, I like to post this stuff for future reference. =)
Calledthe number listed on the website for Customer Service, 800-921-8101
Talkedto someone from India that was very helpful if I was an idiot and unable toread or do basic math. All that person'sjob is, is to explain each item on the bill. Not correct it, just to tell me how they are right, and I am wrong Completely worthless to me.
Thisperson says they need to transfer me to someone else, who can apparently pressbuttons.
Theygave me this number in case of future needs: 877-600-1511
Theytransferred me to "Jasmine" who is in tech support, not CS, couldn'thelp me. Transferring me back to someoneelse, said she would tell them what's up before connecting me in.
19:45into this call at this point
22:00into the call, someone new answers, name is Nick
Myconnection to him is terrible, sounds like he's under water… it's not on myside, the other people were fine. Sad,this is a communications company, it's in their name… Also, some of the most terrible quality holdmusic ever, not the music (Sure, it is bad, it always is), but the quality…
Anyway,Nick says right off that it looks like I'm missing the promos on theaccount. He's looking into that, willcome back on the line when he's done.
5minutes into the call
Hecame back, said that the promos for movie packages, and pretty much everything,were not included.
Hadhim call me back though, the connection was so bad I could hardly understandhim at all.
Hecalled right back, connection was clear.
Oddlyenough, the number he called back from… was the first number I called where thewoman could only explain my bill and read from her scripts…
Imentioned all of the issues I had:
Chargedfor Movie Channels
Chargedan install fee (I was told I wouldn't be)
Charged9.99 for Shipping (nothing was ever shipped to me)
100.00gift card wasn’t listed on the account
Afterall is done, he said it should be 115.00 a month after taxes were applied. I was initially told the 107.97, which hesays they wouldn't of quoted me the taxes in the price. Not what I thought I was getting, but, I'm okwith things overall.
9:30into the call, he's still making changes to the account
11:20into call he's back, has a few more things to fix for all of the proratedcharges, since my billing cycle starts on the first, and I had 3 days ofservice prior to that billing cycle.
24:00in, he's done
Inoticed the credit for 9.99 wasn't there, he added that. Said that it's usually considered an"installation fee" as well, even though nothing is actually shippedmost of the time. Talk about ripping offcustomers!
100.00Visa card is being sent, two weeks. Iget a letter, code and URL, go there, fill that out, then 2 more weeks I getthe card.
Endedcall, 34 minutes later.
Totalcall time = 61 minutes
So,all in all, Nick was helpful, knew what he was doing and didn't argue with me,etc. He just fixed the problem. I could not of asked for someone to deal withthis issue any better.
Calledthe number listed on the website for Customer Service, 800-921-8101
Talkedto someone from India that was very helpful if I was an idiot and unable toread or do basic math. All that person'sjob is, is to explain each item on the bill. Not correct it, just to tell me how they are right, and I am wrong Completely worthless to me.
Thisperson says they need to transfer me to someone else, who can apparently pressbuttons.
Theygave me this number in case of future needs: 877-600-1511
Theytransferred me to "Jasmine" who is in tech support, not CS, couldn'thelp me. Transferring me back to someoneelse, said she would tell them what's up before connecting me in.
19:45into this call at this point
22:00into the call, someone new answers, name is Nick
Myconnection to him is terrible, sounds like he's under water… it's not on myside, the other people were fine. Sad,this is a communications company, it's in their name… Also, some of the most terrible quality holdmusic ever, not the music (Sure, it is bad, it always is), but the quality…
Anyway,Nick says right off that it looks like I'm missing the promos on theaccount. He's looking into that, willcome back on the line when he's done.
5minutes into the call
Hecame back, said that the promos for movie packages, and pretty much everything,were not included.
Hadhim call me back though, the connection was so bad I could hardly understandhim at all.
Hecalled right back, connection was clear.
Oddlyenough, the number he called back from… was the first number I called where thewoman could only explain my bill and read from her scripts…
Imentioned all of the issues I had:
Chargedfor Movie Channels
Chargedan install fee (I was told I wouldn't be)
Charged9.99 for Shipping (nothing was ever shipped to me)
100.00gift card wasn’t listed on the account
Afterall is done, he said it should be 115.00 a month after taxes were applied. I was initially told the 107.97, which hesays they wouldn't of quoted me the taxes in the price. Not what I thought I was getting, but, I'm okwith things overall.
9:30into the call, he's still making changes to the account
11:20into call he's back, has a few more things to fix for all of the proratedcharges, since my billing cycle starts on the first, and I had 3 days ofservice prior to that billing cycle.
24:00in, he's done
Inoticed the credit for 9.99 wasn't there, he added that. Said that it's usually considered an"installation fee" as well, even though nothing is actually shippedmost of the time. Talk about ripping offcustomers!
100.00Visa card is being sent, two weeks. Iget a letter, code and URL, go there, fill that out, then 2 more weeks I getthe card.
Endedcall, 34 minutes later.
Totalcall time = 61 minutes
So,all in all, Nick was helpful, knew what he was doing and didn't argue with me,etc. He just fixed the problem. I could not of asked for someone to deal withthis issue any better.
