Ok, where to start... I signed up for SBC Yahoo DSL Internet service in January. This was all based on a television commercial they were promoting for $16.99 a month for 6 months of internet service. After going through the motions with Comcast (mainly just the sky high rates they had), I thought SBC would be a great alternative. My first bill proved me wrong, and this is not including the modem and line installation fees. I was well aware that those were going to be charged and had no problem with it.
When I recieved my first bill, it outlined the fees incurred as well as the services charged. One thing that caught my eye was the monthly service charge for internet. It said $34.95. I also noticed a credit of $8.00 was on there as well, but this still added up to $26.95 and not the $16.99 deal I had signed onto.
I called their service line which then was prompted like 10 times to finally talk to a real person. I briefly went over my concern and the representative noted to me that the promotion was only for online orders. I stated to her that I placed my order online. She stated i had not according to her records. I continued despite her answer, noting that if I wanted to pay that price for internet, I would have stayed with Comcast. She said she was sorry and that there was nothing she could do about it. I asked her then to connect me with someone who could. She transfered me to another department.
The next rep I talked to told me the same thing. I told her I ordered online, and she responded by saying the promotion was only for those who ordered long distance phone service as well. WHAT?! I was extremely angered by her answer and the amount of time I had already had the phone to my ear! How come I was getting different answers from two different reps?
I quickly went through ALL of the paperwork I had received from SBC for any terms or conditions of that nature. Nothing. They had not listed anything in writing TO ME about having to purchase long distance service in order to get the promotion. On top of that, I had caught them in a lie telling me the promotion wasn't even available at the time I ordered... She said it started the March 1. We were talking March 2. HUH?!
I tried to make my complaint twice to them online afterwards. Never got any responses and I believe they are totally blowing me off becuase I am getting emails reminding me to pay the total amount. After reading alot of the complaints on this website regarding SBC, I have no doubts they are blowing me off.
After filing this complaint on here, I am going to my public Service Commission and filing one there, also with the Better Business Bureau. I cannot tolerate businesses who display poor customer service. I've been in the customer service business for more than 10 years and I believe alot of companies think its a waste of time. Well, they wouldn't be where they are if it weren't for us customers and I think its due time they realized that.
I will give SBC the chance to straighten this inconvenience out and make me a happy customer. The ball is now in SBC's court.
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