In June of 07, we requested to change our service, taking off a couple of premium channels to lower our bill. Nothing was done. We didn't realize this though, because our bill DID go down a little bit, AND because we stopped getting bills. Even before this we had to try and keep on top of them to get bills. This is both via e-bills and paper bills! Called every month because we got notices that bills were over due (we were bad about the dates), but we never got a bill. So on 9/27 I spoke to a gal in billing who told me that we had still been being billed for HBO and Cinemax. She said she was going to refund us a month, and request a retroactive credit. We made a payment based on this, that our next months bill would be around $70-$80.
The request was reviewed the next day and denied. Think anyone let us know that? No, 10 days later we get a disconnect notice because we now have $17.00 over due, because the credit request got denied.
I called and spoke to a couple of billing people. They have a new (I think it's new) system of not letting you hold for too long. They'll put in a call back request to have a supervisor call you back within 24 hours. Well, I don't think that's good enough, so I called back. The second time I got a manager. This is of course after spending another 20 minutes telling someone else what's going on.
That manager, Christopher, asked me again to repeat everything. Then said there was no basis for a refund. HELLO! They have consistantly had out of date/incorrection formation on our account. Then notes that they base this decision on are also consistantly lacking in information and more often then not only tell half the story. I asked for a manager above Christopher. Then the same old story, I was put on hold and then told they would have to have a supervisor call me within 24 hours.
I'm researching to find out who I complain to higher up in the company, or within local government agencies about them. They are liars that treat people like crap because they have a monopoly on the service.
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