Beginning April 4th my account, that was previously a total choice plus package, was changed to the premier package. Neither I nor my husband made this change. During my most recent conversation with customer service (9/6/08), which I recorded for my records, the representative could not find any evidence that my husband or myself initiated these changes. I did not notice the charges until August. We had our account set up for Auto pay and were not receiving paper statements, not to mention that I recently had a baby and have been a little busy.
The first time I called regarding this matter, the representative did not speak clear English and was laughing with a co-worker during the phone call. She hung up on me before I could finish explaining the issue. I called back and the next person I spoke with said he couldn't do anything and that he would give my phone number to a special department which I could not contact myself, but that they would call me. No one called me back and the matter was not resolved.
I called again and was told that it was my fault that I did not notice the problem sooner and that she was unable to completely refund the charges. I am less than satisfied with this answer. It is unacceptable for a company to dismiss responsibility for unauthorized charges simply because it took the customer longer than two months to notice the charges.
I DO NOT want a credit to my account. I am asking for a refund check for the total overcharged of $250.
Considering the experience I have had dealing with this issue it is unlikely that I will renew my contract.
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