I signed up for SBC Phone Service and DSL Internet service in April of this year. After receiving my first bill I realized I was not being charged for my DSL service.
I called SBC and advised them of the problem and was assured it was taken care of.in June I still had not recieved a bill and called SBC once again and was assured it was taken care of.
A few days later I tried to log on to my DSL account and was notified that I had called to cancel my account, which I had not. Called SBC once again and was advised it was a technical issue and was transferred. Tech support advised me it was a billing matter and transferred me to COLLECTIONS! How can you collect on something that has never been billed? Was transferred again to customer service where I was AGAIN assured the matter was taken care of and my internet would be back on by 6:00 P.M. The next day, of course it was not. Called again (by this time I have been on the phone with SBC about 3 hours total and talked to many, many people). Finally get a very nice man who immediately turned it back on. I requested to speak to a manager to explain my situation and make sure it is corrected.
I was told all of the managers were busy and I would receive a call back that day or the next. Well, two weeks later (yesterday) a manager finally calls me back and I explain the problem to her. She transfers me (of course) to someone who decides the best way to fix the problem is to delete my old account and start a new one. Well, that left me without phone service. I get my phone turned back on today, so just a small inconvenience, but now my DSL is down again and they are telling me it will be Monday (three days from now) before they can get it back on due to the phone being turned off.
Up to today I have found this situation rather amusing, as it is not really a major issue in the whole scheme of things, and everyone I have talked to has been more than pleasant (with the exception of Shai), lost my temper with her, but now I am getting really frustrated.
However, after almost four months you would think a company could correct a simple billing matter. I am fed up with SBC and the run-around I have been given repeatedly. I don't know what to ask at this point, as I have been assured I will be credited for my past bills that I have never received and I greatly appreciate that, although for some reason I doubt that will be correct if and when I ever receive a bill.
I just wish that it was easier to have a problem as simple as this resolved, without having to spend several (5) hours on the phone trying to correct it.
SBC, please give your customer service agents the ability to correct problems in a more timely manner... Thanks
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