My apartment community in Tennessee has a contract with Primecast for Direct TV and all residents are forced to use Primecast for cable and internet service. This is problem number #1. Why should we be forced to use this provider? Isn't this a free country?
I would not mind using Primecast at all but they provide the worst customer service I have experienced in my lifetime. They double-billed my account this month and refuse to fix the issue. I paid my March payment on the phone on 3/22. The payment went through my account. The next day they put another payment through my account (that's two in one month.) They are telling me it is because of the time of month my billing cycle closes, but this has never been the case in the past 19 months I have had this account. They hung up on me when I questioned them (politely) and I had to call back several times.
The customer service people act like they are confused and are rude. I have held for more than an hour at a time to get this resolved. My service has been out 10 times in the past 12 months; once for an entire week (they could not get a technician out before 7 days). Primecast has the most frustrating and poor customer service I have ever encountered, and I have to contact them frequently because my service is often out, not working, or the billing is incorrect (and I believe padded.)
I want help with this situation. A company should not be allowed to pad bills for double-bill customers.
Thank you.
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