When I called Speakeasy Technical Support about my increasingly erratic DSL & VOIP connection, the agent told me that he would have to dispatch a technician to my residence to fix the problem. The technician found that the problem was caused by a loose wire in the basement circuit board connecting my phone line to the phone company line coming into the building. This connection was installed by the Speakeasy technician who set up my DSL/VOIP line when I subscribed to Speakeasy, and nobody had touched it since. So the second technician corrected a faulty job by the first technician.
On my last Speakeasy invoice, however, I was shocked to see a $150 charge for "Technician Dispatch" - never mentioned by the Speakeasy agent who told me that was the only way to fix the problem. They are charging me for correcting their own faulty installation work, which is obviously not my responsibility. And I pay them over $100 a month to provide me with a good DSL and VOIP connection.
When I called their Billing department to object, I received an email from "Katie D." saying that my request for "a credit for the Technician Dispatch for $150... Has been denied and the fee is valid for $150. According to our notes on your account you were advised and aware of the Technician Dispatch and that it was Potentially Billable."
Aside from the fact that I was NOT advised I would be billed for this, the charge is not justified, for the reasons I described. I received no reply to my email response to "Katie D." When I called Speakeasy again to complain, the agent I spoke to told me that she could not resolve the problem, nor connect me with anyone who had the authority to do so. She gave me a phone number that would supposedly reach someone at a higher level, but that was for a completely different branch of the company.
I filed a complaint with the Better Business Bureau, but Speakeasy did not respond to them.
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