For the record, I want to post my story here, as we, too, are unhappy with Norvergence.
We implemented the Norvergence 'solution' last July, but have yet to receive our rebates (@ $ 900.00) for broken cell contracts and our costs and expenses for their 'National Conversion Assistance.' I sent them a package of bills/receipts probably 6-7 times... Once by FedEx, the rest via fax. Every time I call to find out why my check hasn't but cut, I get another story, a promise of a callback and then nothing. The latest request was an additional page of a bill that is almost one year old. Unfortunately, I couldn't find that portion of the original bill, so I had to physically write the old cell company to get it. Norvergence could have requested this back in July, when it would have been simple to obtain.in addition, the SOHO matrix box installed does absolutely nothing. (I removed it yesterday.)
My latest 'unlimited and surcharge free' cell bill came in 5 times the amount originally contracted. Upon inspection of all my past Norvergence bills, I see they have been charging me surcharges, but the 'contract' specifies 'surcharge free' cellular. After contacting their customer service (4 separate calls) I was told not to remit any of these charges, and was assured that our cellphone service will not be shut off. (I'm skeptical.)
They are also supposed to reimburse us for cable internet, but I didn't get this month's remittance. (Does that mean another call to them next week? Ugh!)
Ultimately, Norvergence is robbing me of my time, as I have to spend hours every week calling them and holding on for 20 minutes before reaching a customer service rep. I'm then promised a call back for follow up... But it never comes. (I have a life and a business to run, and it's not calling Norvergence!!!) I'm disgusted.
I have already contacted the NJ Department of Consumer Affairs and would encourage any other unsatisfied people to do the same.
0 comments