I had contacted Corecomm to request my phone service to be moved to my new address in the beginning of February. Corecomm provided me with a new phone number and this number would be turned on at my new address on March 14. On March 15th my phone service was not on so I called Corecomm to find out why phone service had not been turned on yet.
The woman I spoke with apologized and said that SBC had for some reason blocked the order and Corecomm would not be able to provide me with phone service because there was some type of bill passed banning companies from using SBC's phone lines and that Corecomm was no longer able to provide services to new customers but could maintain their existing customers. She said the department I needed to speak with was not yet open as it was early morning but I should call back later to speak with someone to get my phone service finalized and she would note on the account that I should receive a full credit on my bill in the amount of $41.21 for that month.
I called back later and spoke with Sam (last name unknown) who asked how he could keep me with Corecomm and I explained the situation to him. Sam apologized and took care of having the service at my old address terminated and he indicated that he had placed a credit on my account in the amount of $41.21 and I had a zero balance with Corecomm. He did not give me a date that the phone service would be disconnected at the old address; I just trusted that it would be taken care of.
On March 19 I tried to call the old phone number to see what the message said and to my surprise the service was still on. I checked voice mail messages and thought I would check later in the week to see if the service had been turned off at the old address and if it was not I would then contact Corecomm.
This morning I went to Corecomm's website to obtain their phone number and while I was there I checked my account balance to make sure the credit had been properly placed on my account as Sam had said it would be. Not only was there not a credit but I also noticed that Corecomm had sent a new bill to my new address in the amount of $41.49. I called and spoke with a representative who's name I did not get and she explained that there had been no note on my account of a credit by Sam but she would attempt to get hold of him to see what he had said and I was placed on hold. She came back on the phone and said that the new bill would be credited but the bill in the amount of $41.21 would be pro-rated instead of credited. She indicated that Sam was on another line and she was not able to reach him but she had spoke with her supervisor who told her to pro-rate the previous months bill. I told her that I had spoke with Sam last week and he had told me that because of the mix up I would have no balance and by bill for $41.21 would be fully credited.
I refused to hang up and advised her I would hold until Sam was available so this could be taken care of. Minutes later Sam came on the line and was not very friendly, he said he did not ever tell me that he would credit my account, I told him that was not true, he did indeed tell me that I would have no balance for the inconvenience. He again stated that was never said. If I had known the bill was going to be pro-rated I would have paid it on March 15th, which was the due date so the payment would not be late. My understanding was that there was no balance, that is what I was told by two individuals at Corecomm and there was no bill to be paid.
My issue is that I do not feel that I should have to pay for that bill since I was told there would be a FULL CREDIT and because they messed up my order at my new residence and could not provide me with service due to new laws about sharing SBC's lines.
Valerie
Blacklick, Ohio
U.S.A.
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