My husband and I have had horrible problems with this company. We ordered phone and dsl service through SBC. My husband had the phone account in HIS name, and I had the phone account in MY name.
At first this service was fine, but then we began to have billing problems, which we understood.
After a while, my husband and I seperated, and I moved out. I called SBC to transfer the phone service into my name, and transfer the dsl service to my new apartment. They told me that they could not transfer the phone because it was in my husband's name. I told them fine, I'd like to start phone service then, and have the dsl transfered. They said no problem.
Meanwhile, my husband had the phone in his name turned off.
This is when all the problems started.
The phone and internet in MY name was started. I was told they would be taking out the bill monthly, from my account, on the 13. Since I thought it was being taken care of, I never checked the account. 2 months later, I recieve a letter from the collections deperartment demanding over 120.00 or they were going to turn off the account.
I asked them what the heck was happening, and they told me that I had never paid them! I told them the amount was being debited from my banking account, and I had never recieved a bill at my address, only the normal information they send a new customer. She told me that *I* was wrong, that there had never been anything set up to debit my account, and I olwed them over 120.00. I was upset, because I am disabled and couldn't afford it, but I went ahead and paid it, since It was service they had provided. I did tell them I was quite angry that they told me they were debited me and never did.
Very shortly after, I recieve a bill in my husband's name for over 400.00. I called them, told them I had just fixed all my problems, and they told me, no, this was the other account, and I owed them 400.00.
I asked them why, and she told me 200 was olod phone charges, and 200 was a dsl disconnection fee. I told them there was no way in heck it was a dsl connection fee, as I had that dsl transfered to my new apartment! She then tried to tell me *I* was wrong (again) and that they NEVER transfer dsl. Well, I proved to her that they had, still having all the paperwork and order numbers and things. So, in the end, I paid them the 200.00, and the credited the other 200.00.
Then my husband and I got back together, and I called to re-open the phone in my husband's name. They said that they basically couldn't do that, so my husband would be considered a new customer, and the dsl and phone would be in his name. They tried to tell me the account was in collections, and I explained everything. They finally fixed all that up, and our dsl would be coming soon.
One day an automated call from SBC told us our phone was complete, and it was. It had this strange buzzing noise on the line, but I ignored it. The next day, I called into customer service myself, and confirmed our dsl modem would be delivered, and turned on on Wednesday. Then the next day, we got ANOTHER automated call that our dsl service was complete.
Well, we had not gotten the modem yet, but I waited. The next day, the modem was delivered. It was the wrong darn modem!!! It was supposed to work with two computers, but this only worked with one. I said the heck with it, and hooked it up. It would not work. So I called customer service. THE IDIOTS TOLD ME THE TURN ON DATE FOR THE MODEM WAS APRIL FREAKING 20TH, and if I wanted a new modem, I would have to pay.
By this time, I was angry. I had been nice up to this point, but now... So I let my husband speak to the agent. He asked to speak to a manager. After a wait of over 10 minutes, a supposed "floor manager" named "Mark" got on the line. First he tried to say our account was turned off. Then he tried to tell my husband that it was in collections. Then he tried to tell my husband that the dsl modem for the old account under MY name had to be returned!
My husband said heck no - you send our new modem, now. And do not charge us. I got on the phone, and "Mark" said he was going to "transfer" us to someone in the dsl department. The phone then started dialing, someone answered, said hello, then hung up!!!
We waited about 20 minutes, and then my husband called back. He agaian asked to speak to a manager. She told him that our account was in collections. He told her what happened, and about Mark. (Oh, Mark refused to give us his last name.) She told us no manager at SBC was named Mark, but she told us she would handle everything. So now we're waiting for the second modem to ship.
This is the ONLY phone company and DSL we can use, or we would cancel our services immediately.
Amanda
Gahanna, Ohio
U.S.A.
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