Back in 2011, when I moved back down to Georgia, I got the Black Friday 2011 Triple Play special for $79.97/mo with a free HDDVR for 1 year, with a second year having the price go up by $10/mo.
Lo and behold, come last December my bill just well beyond that to almost double. It appeared the cable & phone went to full price, while the internet went up $10/mo. Not to mention I never got the $100 gift certificate promise in the original order.
So of course I complained. Customer service person couldn't/wouldn't help me saying they couldn't see the original agreement. So I asked for and was transferred to retention. Retention said I only signed up for a 1 yr. deal, and only my phone was a 2-yr agreement. After much arguing, he agreed to contact the promotion group and get back to me.
No call back for a few weeks, so I again called and asked for retention. The lady found the records of my call and apologized for them not getting back to me, and said the other agent would get remedial training. But unfortunately she couldn't/wouldn't solve my problem either. Talked her manager, who gave me her email and asked me to forward the email confirmations of my original order. And they would again contact promotions.
Yet another 3 weeks passes with no call back. So I email her asking WTF?
I get the following response.
"Mr. XXX, I want to start first by apologizing for not getting back with you sooner. I was mistakenly under the impression that the following information had already been presented to you. That is my fault for not following up to ensure that it had been communicated. We were able to research and find the completed third party verification for the phone services (transaction ID: be5fa33c-6184-4484-8cbf-84ca0cbd7a67) which we show was completed on 11/30/2011. However, we unfortunately do not show completion of third party verification on the 24 month agreement or contract. What I would be able to do for you is apply a current offer that we are presenting to new customers today. We no longer offer 24 month agreements anymore. What this would mean for your services is that your digital home would transition to our TV select ( same services new name) at 44.99, your internet speed would go from the current 15 MEG to our standard 30 MEG also at 44.99, you telephone would transition to new rates at 19.99 ( tax free and with 3 additional features), The cost of your DVR service would be 19.99 and the physical box is 5.00, your cable card would still be 2.00, wire maintenance is still included and we also would be including our cloud drive as well for a total cost of 136.96+TV and HSD taxes. Based on your current billing I would estimate that to be approximately at or below 6.00. That rate is good for 12 months and after the 12 months your account would roll to standard rates and that would be an increase of 20.00. How does that sound to you? Please let me know if you would want to take advantage of this. Since I did not follow up and ensure we had communicated with you I would be more than happy to have the 12 months start in January and backdate the billing a month to cover December at the new rate as well.
Thank you very much for contacting me again and letting me work with you!"
So of course I look at the current new customer offers, and they are well below $136.96.
I respond that I feel there is a bait & switch going on and that I'll be in touch with the Ga. Attorney General's office.
They later tried to call back to the house (even though I sent my cell number in the first email). I wasn't home so they left a message that they'd all back later.
I'd just cancel if I had line of site for satellite and/or DSL was available in my area.
Lo and behold, come last December my bill just well beyond that to almost double. It appeared the cable & phone went to full price, while the internet went up $10/mo. Not to mention I never got the $100 gift certificate promise in the original order.
So of course I complained. Customer service person couldn't/wouldn't help me saying they couldn't see the original agreement. So I asked for and was transferred to retention. Retention said I only signed up for a 1 yr. deal, and only my phone was a 2-yr agreement. After much arguing, he agreed to contact the promotion group and get back to me.
No call back for a few weeks, so I again called and asked for retention. The lady found the records of my call and apologized for them not getting back to me, and said the other agent would get remedial training. But unfortunately she couldn't/wouldn't solve my problem either. Talked her manager, who gave me her email and asked me to forward the email confirmations of my original order. And they would again contact promotions.
Yet another 3 weeks passes with no call back. So I email her asking WTF?
I get the following response.
"Mr. XXX, I want to start first by apologizing for not getting back with you sooner. I was mistakenly under the impression that the following information had already been presented to you. That is my fault for not following up to ensure that it had been communicated. We were able to research and find the completed third party verification for the phone services (transaction ID: be5fa33c-6184-4484-8cbf-84ca0cbd7a67) which we show was completed on 11/30/2011. However, we unfortunately do not show completion of third party verification on the 24 month agreement or contract. What I would be able to do for you is apply a current offer that we are presenting to new customers today. We no longer offer 24 month agreements anymore. What this would mean for your services is that your digital home would transition to our TV select ( same services new name) at 44.99, your internet speed would go from the current 15 MEG to our standard 30 MEG also at 44.99, you telephone would transition to new rates at 19.99 ( tax free and with 3 additional features), The cost of your DVR service would be 19.99 and the physical box is 5.00, your cable card would still be 2.00, wire maintenance is still included and we also would be including our cloud drive as well for a total cost of 136.96+TV and HSD taxes. Based on your current billing I would estimate that to be approximately at or below 6.00. That rate is good for 12 months and after the 12 months your account would roll to standard rates and that would be an increase of 20.00. How does that sound to you? Please let me know if you would want to take advantage of this. Since I did not follow up and ensure we had communicated with you I would be more than happy to have the 12 months start in January and backdate the billing a month to cover December at the new rate as well.
Thank you very much for contacting me again and letting me work with you!"
So of course I look at the current new customer offers, and they are well below $136.96.
I respond that I feel there is a bait & switch going on and that I'll be in touch with the Ga. Attorney General's office.
They later tried to call back to the house (even though I sent my cell number in the first email). I wasn't home so they left a message that they'd all back later.
I'd just cancel if I had line of site for satellite and/or DSL was available in my area.
