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The real problem I had with came - not surprisingly - when I cancelled their services. I simply got a better deal - a WAY better deal - from FIOS. I now get the same services - PLUS an international soccer package - for $70 less each month.
When I called to cancel and told them it was because of price, they offered to return my price to my original price of approximately $153 per month. That would have been great if they would have offered it BEFORE I had FIOS installed. And if they can afford to offer those services at that price, maybe they should do so instead of ripping off customers by hiking their prices constantly.
The worst was the equipment return process. There is no office near me. And - again not surprisingly - they don't have their offices stay open very late in the evenings. So returning the equipment in person was going to be inconvenient. Luckily, when I cancelled, the customer service rep. offered to send me a prepaid postage box for me to return the equipment. Something told me not to do it - but I did...The rep. told me to return the equipment within 30 days.
The box came quickly. I packed up my stuff. I sent it all back to . I even got out my own bubble wrap and packaged everything up really safely to ensure no damage (since the box they sent did not have adequate padding - and was already somewhat crushed at the time it arrived to my house).
Within a few days, I got a bill from that included charges for over $500 of equipment - despite being told that I had 30 days to return the equipment. I called to complain - and after going through a multitude of levels of automated menus - was finally able to talk to a real, live person. She said that automatically charged my credit card for the full fees of the last month of service and would issue me the refund after the equipment is logged in.
I immediately (within a couple of days of cancelling services) started getting phone calls from a collection agency that works for to collect unreturned equipment - again even though the rep said I would have 30 days for return. They call virtually every day. They even started sending text messages. I called to complain AGAIN. The rep. said that the UPS package just arrived the day before and once the equipment was unpacked and logged in, the calls would stop.
A week later, as the calls continued, I called AGAIN - and was told that the modem was missing from my package (WAS ANYONE FROM PLANNING TO CONTACT ME TO LET ME KNOW?). I did not think that it was possible for the modem to be missing, but agreed that I would go home and double check. But, inside, I remembered handling it and putting it in the box. I double checked (and saw that the space on top of my laundry cabinet - where the phone modem used to live was indeed empty).
The next day, I called AGAIN to report that I did, in fact, return the phone modem (why would I keep such a thing?). The rep. tells me that he will write a ticket for the serial number of the equipment to be tracked. He assured me someone will contact me regarding this matter within 3 days. I told him that it's important to me to close out my account with - even if it means I have to pay for the modem - because I want to end my contact with them permanently and have the collector's calls cease.
Eight days later - I received a call from the collectors - AGAIN - asking about the equipment. I asked what they know about my equipment tracing request - at which point they told me they don't work for - they just attempt to collect unreturned equipment.
So, I call YET AGAIN - and basically tell them "Listen - I'm never sending you a modem - because I already sent it. So if you are going to charge me for the modem - do it - and send me my money that you owe me."
And that is pretty much how we left it. They are charging me $60 for the telephone modem they claim I did not return. I figure - heck - that's less than they were ripping me off each month when you compare the price with Verizon FIOS. Thank goodness I am out of the game. And by the way, my FIOS works just as good - and the phone doesn't ring off the hook from collectors.”
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