I signed up for new service on 12/10. I went to a local "agent" to sign up and pay for my basic service plus caller ID, Extended Area Calling and Caller ID. I paid the fees that the agent requested and waited the 3-5 days for them to have my phone number provisioned.
I called back after three days, waited on hold for over 30 minutes to be told that they had to verify my address. We verified my address then I was told to wait another 3-5 days for my phone number and installation date. The obscenities flowed.
I called back three days later - I had a phone number - Hooray. My install date was 12/28 - boo! I impatiently wait for December 28th.
I called on the 28th because my phone service was not on by mid-morning. I called in to Comm South and was told it could be as late as 8:00 P.M.
December 28th my phone service did not get turned on till after 4:00 P.M.in the afternoon. I started testing my premium services that I requested. Caller ID worked - Yay!
I tried extended area calling - it didn't work. I tested my caller ID service, it didn't work. I phoned into Comm South and waited on hold. I spoke to a representative who was extremely clueless about custom services - finally I told her I needed to speak to a supervisor because she did not understand their products and services.
The supervisor indicated that their system did not show that I had ordered those services. To prove that I did order the services, I would have to fax or mail my original paperwork into provisioning. She also told me that I should call in to verify that they received it. I called in to be told that I would have to call in tomorrow and see if provisioning had updated their records - basically hurry up and wait.
I asked if they could call me. The application for new service has a place for a contact phone number. I was told that they do not have the ability to place outbound calls - but they are a phone company, right?
The burden of proof is on the consumer - prove this is a real address, prove that you ordered this... Be ready to call and wait on hold forever and they never have an answer for you. You have to call in, place a request, receive a case ID number and call back in after three days.
I feel that part of this problem was the fault of the Agent, ACE Cash Express in that CommSouth indicated that they show I did not order these services.
I also feel that CommSouth has their hands tied by the local wireline carrier that they resell (Verizon Southwest).
I am filing a complaint with the PUC here in Texas as well, but I feel people should be aware that CommSouth is a pain to deal with, but if you have no choices - be prepared for agony in doing business.
I wonder if there is better service from 1-800-4APhone?
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