MCI is charging you for services you are NOT using. Services that you have changed or canceled. They have the final say in what happens on the accounts, and they know that... So basically they say "Oh well, its our way or the highway".
I wanted to make this a quick and to the point, but it will be hard as there are many "in betweens" that are important to this complaint. However, if I did put it all in here nobody would read the long post.
I will be as quick as I can and get to the point.
First complaint is the long wait times when you call. I tried for 6 days (that is about the total days I tried to contact MCI over a 10 day period). Here is a record of one call placed this week on a Tuesday. Placed call to MCI at 9:21am, went through all the automated voice mumbo jumbo (which I really hate doing). The customer service rep picked up at 9:57am (36 mins on hold). I was told I had to speak to someone in another department. On hold again at 9:57am. A rep answers at 10:47am (50 min on hold). I had to give my phone #, name, address, and last four digits of my SS# so that the rep could access my account. I went on to explain that I was being charged for services I do not have anymore and the charges were $29.99 $3.05, and the charges in question were for Nov, Dec, Jan, and to make sure it wouldn't be on my Feb bill. She located me on her system. We spoke for a bit about my previous calls to them about changing my services/blocks and such. She went on to say that the so called service changes and blocks I called about were not in place as I'm still being charged for three way calling & Directory Assist. I explained to her that I called to let them know I wouldn't be using their long distance services as I was going to be unemployed and I only needed a local dial tone, and I wanted blocks so my teen daughter could NOT use the 3 way calling/Directory Assist. She said yes she see thats on the account.
Here is the heavy blow... She said "Are you even a MCI customer?" I about dropped the phone thinking to myself that this person isn't the sharpest tool in the shed. As the call went on I explained to her that I am requesting a credit of $99.12, then lets tally up my bill for the services I had originally changed to. She said she will NOT do that. I asked to speak to supervisor and she said I would have to be put on hold. I said NO! I have already given MCI well over the limit, and I want action now. She said well I'll have to go over your account and call you back. She made me feel like I was a liar and she had to check me out. I told her she can call back at anytime as I will be waiting. She said she will call me back in a few hours (few = 3 correct?). Well, 48 hours later, no call from any MCI rep. However, later that evening I did receive an "automated" call from MCI asking me if I was happy with the service I received. I would NOT answer that because I couldn't answer that... Nothing was done yet!
Basically to sum this all up. I called as the owner of the account to protect myself at a time when I knew I would be in a major financil change. I requested blocks on features, and I requested a "Dial Tone". Here I am thinking all is well. What alerted me to that nothing was done was when MCI called and said I had a past due amount of 143.00. I about hit the floor. I made a 125.00 payment in November, and a 50$ payment in January. I should have CREDIT there. Well, I find out with my new bill I now owe 194.00. OMG I was so upset. I told them I will have to debate the bill and requested 6 months of bills to be sent to my home.
I checked over the bills and noticed that I am still being charged for the MCI Neighborhood 200 plan. (200 minutes of long distance each month for 29.99)... I've now learned thats HORRIBLE. Don't forget earlier then this I noticed that I had over 30$ worth of charged for three way calling & Directory Assistance so I called MCI to find out why, and they said their sorry that the order wasn't completed, and gave me a credit for those charges. So, when I got the 6 months of bills I was so mad to see there is NO block on those services, and I was still on some long distance plan.
They are insisting that they put a block on my long distance and that is why I dont have long distance. They are basically calling me a BIG FAT LIAR. No, the truth is the rep screwed up and didn't do what they were trained to do, and it is now reflecting on me. I did what I was supposed to to protect ME, and it still didn't work. Would you believe that after I had originally called and told them that I need to have only dial tone (no long distance plans) due to finances... She had the nerve to try an offer me a plan that I can access my phone messages on my computer for like 4$ a month. I was in shock!
Being I never received the call back from MCI... I had to call them, and I was in tears for having that long wait again... Only to get tossed around from deptartment to department. To finally hear them say "We will only credit you 30.00" and change your plan to 14.95 a month". I was NOT Happy... That is NOT fair I said. I asked them to remove 99.12 and then recalculate my bill according to the service "DIAL TONE" charge I was suppposed to have all along. She said she can't and won't give me the credit. She will give me a 30$ credit and thats final.
What can I do as a consumer/customer of MCI? I mean they have the final say on the account, because they are the ones that have the shiney red button to push... I DON'T! I did tell them I was not happy, and basically I STILL do not understand what they are doing. I told them to stop using the word "PLAN" when I know the difference between "PLAN & DIAL TONE".
I want to warn other MCI customers that when you call to cancel your plan and get a lower priced "plan"... Your not doing exactly what you had in mind. If you only want a dial tone you need to say "DIAL TONE". I believe the MCI reps are trained to use your very own words against you and they are told to NOT correct you because they lose money if they do.
MCI is charging for things you do not want, and then when you catch onto it... They say "SO WHAT". I hope more of you go over your bills and Truly Understand what your being charged for. I also believe they like having the long wait time when you call because it forces many working people to HANG UP, and they never call back and they just say... Heck with it. I'll just pay the bill. Who wins there? MCI does... Not you!
I think MCI is in deep trouble because if they can't afford to hire more customer service reps to handle the calls in a timely manner, it truly shows someting is deadly wrong with their position. IF I am wrong, the they should hire more... There ar to many people out there in the USA that have no heat, food, and whatever, and MCI could help by hiring those people.
I hope this helped some people... And if anyone has had problems with MCI such as this... Please feel free to post as I would like to hear what you have to say.
Michele
Waretown, New Jersey
U.S.A.
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