(Quick note before I begin - I'm in Yulee, Florida)
On 01/06 I received my bill, as a new client, for internet service. I'd noticed there was an additional "trip charge" of $85 added that was never mentioned beforehand. I was assured that installation, and since I'm using MY OWN equipment, was going to completely free and I'd only be billed the $19.99/mo (taxes). I called to see what this "trip charge" was and it was explained to me that I owed them because the installer was at my residence earlier that day and I didn't answer the door. I was home the whole time. Apparently he "knocked" on my door, however, I didn't hear him. He left a paper hanger on my door, I called them back, they resent him, and an hour later,
I now have their internet.
Fast forward two months when I finally get a bill; I have listed all of the calls from ONE PHONE'S USE to resolve this issue. Every time I call, I get the same thing; "A supervisor will call you back within 24-48 hours.". They NEVER CALL! I've even given them 3 different phone numbers with which to reach us; not one call from them even though they CLAIM that they have called a number of times, up to, and including, reading off numbers that I've VERIFIED WITH THE REPS before hanging up, only to have them say the called some misunderstood number I'd supposedly given them.
Now, they've cut off our service and they are telling us that we are now responsible for 2 months of internet, this "trip charge", and late fees for non-payment, when I'VE BEEN TRYING TO RESOLVE THIS ISSUE AND GLADLY PAY THEM! They are telling me now that I'd have to pay all charges due PLUS A $25 RECONNECT FEE, and, if the "supervisor" decide to remove the fees, I MAY get them back.
These fees are (as of today):
Internet - $19.99 (x2)
"Trip Charge" - $85
Late Fees - $25 (x2)
My total bill NOW - $144.19 ($25 $25)
Call Log:
01/06 - 1:54PM
01/09 - 3:12PM
01/18 - 1:36PM
01/19 - 1:29PM
01/20 - 2:44PM (was promised callback that day)
01/21 - 5:41PM (very rude billing rep, had to recall)
01/21 - 6:11PM (Sorry, I had to change reps)
Desired resolution:
Please credit our "trip charges", late fees, waive the reconnect fee, bill me for ACTUAL, FAIR USE, let me pay THAT, and reconnect my service as there is NO OTHER PROVIDER in my housing development.
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