Sparing you the gory details and to make a long story short, here is my problem:
Tried to get HD service upgrade; a CSR on their end messed the order up, cancelled my service date, and caused such a series of problems that I was never able to get HD service hooked up and ended up switching to E*.
I get a recovery kit in the mail, & call to ask what they want returned. They want an HD DVR unit returned.... well, I never had one; They are also planning to charge me 240+ for the cancellation fee for the HD service that I never had. Their records are very messed up at this point. After a lengthy phone conversation in which the rep talks to supervisors, etc, he tells me he's cancelled the equipment recovery fee and also the early cancellation fee.
A week later I get a phone call stating that they are still waiting for me to return the HD DVR.
I call again; no record of the above conversation, another lengthy phone call from square one, and they again say they are canceling all the fees and will be sending me a check for the balance they owe me & they give me a confirmation #
A week later I get a phone call asking for my HD DVR...
I call again; no record of the above; the conf # is just an employee # & doesn't confirm anything; I'm on the phone w/ the retention dept. for ~30 minutes before the phone disconnects & I can't get back to anyone who knows who I'm talking to...
Needless to say I'm frustrated & sick of repeating the same story each week; They claim to be doing things, nothing at all is happening. What I'm looking for is advice -- I can't seem to get a # for a dept where someone can actually do anything. Has anyone been though something like this that can point me in the right direction?
This is basically theft to the tune of around $500; I'd like to report it to the BBB but right now I'm more worried that this will end up on my credit report and this nightmare will continue. To this date I still have not seen any written confirmation of the charges or equipment they claim I owe them.
This turned out to be more long winded than I planned, but I really appreciate any advice.
Thanks,
Jason

Tried to get HD service upgrade; a CSR on their end messed the order up, cancelled my service date, and caused such a series of problems that I was never able to get HD service hooked up and ended up switching to E*.
I get a recovery kit in the mail, & call to ask what they want returned. They want an HD DVR unit returned.... well, I never had one; They are also planning to charge me 240+ for the cancellation fee for the HD service that I never had. Their records are very messed up at this point. After a lengthy phone conversation in which the rep talks to supervisors, etc, he tells me he's cancelled the equipment recovery fee and also the early cancellation fee.
A week later I get a phone call stating that they are still waiting for me to return the HD DVR.
I call again; no record of the above conversation, another lengthy phone call from square one, and they again say they are canceling all the fees and will be sending me a check for the balance they owe me & they give me a confirmation #
A week later I get a phone call asking for my HD DVR...
I call again; no record of the above; the conf # is just an employee # & doesn't confirm anything; I'm on the phone w/ the retention dept. for ~30 minutes before the phone disconnects & I can't get back to anyone who knows who I'm talking to...
Needless to say I'm frustrated & sick of repeating the same story each week; They claim to be doing things, nothing at all is happening. What I'm looking for is advice -- I can't seem to get a # for a dept where someone can actually do anything. Has anyone been though something like this that can point me in the right direction?
This is basically theft to the tune of around $500; I'd like to report it to the BBB but right now I'm more worried that this will end up on my credit report and this nightmare will continue. To this date I still have not seen any written confirmation of the charges or equipment they claim I owe them.
This turned out to be more long winded than I planned, but I really appreciate any advice.
Thanks,
Jason
