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Billing is another issue. My first partial payment was due on Provider name locked. 22. So many items were added and subtracted, I could not tell what was what. Today I received notification of my next bill which is $250.88. The bill is due only one month after the first one on August 21. However, this bill includes what Provider name locked. calls a "Carryover from Prior Bill" of 107.94. I just called Provider name locked. to question this, and yet another representative put me on hold until I heard a click and then a busy signal. The phone company had hung up on me--this has happened before. If Provider name locked. had any customer service sense, that representative who was dealing with my account should have called me back.
Anyway . . . other issues . . .
My initial agreement (made verbally over the phone) was that the bundle would cost 99.99/mo. first year. My bill says $114.99.
The premium channels that were supposed to be free are billed at 37.00 with a credit of 24.99 so they actually cost $12.01.
HBO is listed as a promotion for 3 months not the full year as initially promised.
Comcast is more expensive, but I understand why people subscribe with them because Provider name locked. in a mess.
Update--still no resolution after four phone calls, one of which had me on hold for at least two hours. The representatives have no authority to remove erroneous charges from your bill. They claim they will submit reports to a supervisor and that the supervisor will return your call in a day or two, but no one calls back. This is very frustrating. Please stay away from Provider name locked. .
One final update--after three calls, I happened to be connected to someone named Provider name locked. . Provider name locked. worked in human relations, but because of the Provider name locked. strike she was working 12 hour days and ended up taking my call. As with the other representatives, Provider name locked. had to take my case to someone who could make a decision. They gave her the run-around as well, telling her to tell me that the charges were from prior services. But Provider name locked. stayed on my case like it was her own. She called back several times to update me after her shift was over. Finally she called with the good news that she was able to prevail upon someone to delete the unexplained, fraudulent charges from my bill. I wouldn't say my confidence in Provider name locked. is restored, but I am heartened to know that at least one good person works for them. They should promote her--let her restructure the company and design training activities for customer service employees.
- Seth L.
The Service Date given is the date that Provider name locked. FiOS Service
was installed in my home. Provider name locked. did not charge me anything to install
the service, and the technicians that installed the service were very
knowledgeable, and professional. Unfortunately, that was my LAST experience
with anyone from Provider name locked. who is knowledgeable, professional or
customer-oriented. Over the past four years, I have watched my costs for the
bundle of services skyrocket from $99.00 per month to $172.00 per month, with
no increase in quality. The quality of my internet service completely has
deteriorated. Internet speed went from
about 54 Mpbs DOWN to 17 Mpbs, yet I am still being billed for the higher
speed. The router is a piece of junk
that is out of order most of the time, constantly has to be reset (at least three times each day), and this is my SECOND router. Internet outages and disconnects are common,
and no one at Provider name locked. can tell me what is wrong. The television service is horrible. I have the mid-range tier of channels, and
there are at least 100 of the 260 channels that I get that are worthless to me
because they contain programming that I am not interested in (sports,
radio-over-the-TV music) or offer programming in non-English language
format. I have also learned that
channels can and will be dropped and added without warning from Provider name locked. , and the channels that are added are usually something with programming that most people will not enjoy (Jewelry Television, anyone?). Fortunately, my copper-based landline
telephone still works just fine, and this is where the trouble comes in. My contract recently expired and I went
online to see if I could modify my bundle of services to something more
economical and appropriate. I found television and internet service that I
could live with, but I was informed that all new contracts offer only VOIP
telephone service, called FiOS Digital Voice Telephone. The problem with this service is that it does
not access 911 emergency dispatch and it is incompatible with most home alarm
systems. This phone service is also prone
to regular outages and will go dead in any type of emergency situation (such as
a snowstorm). Provider name locked. admits all of this and actually includes this information in their “terms and conditions,”
but if you fail to read it there and sign the agreement, you are also agreeing
to hold Provider name locked. absolutely harmless for any “ problems” that result from not
having immediate access to 911 or alarm system failure. One
does not need much of an imagination to know what sort of “problems” could result. When I asked if I could be unbundled to get away
from this inadequate telephone service, I was given a firm NO, and told in no
uncertain terms that there were no alternatives. TWO Customer Service specialists told me
this. Since the only reason why I have a landline is to have 911 access at my
home, I telephoned the “service disconnect” number I was given and told the
person there to disconnect Provider name locked. FiOS at my home. After explaining my
situation and repeating the lack of options I was given, THEN Provider name locked. was
willing to negotiate with me. This whole
process of attempting to modify my Provider name locked. service bundle only took about six
hours of my day. In the end, and only after a great deal of hassle and struggle did I get to keep my old
telephone service. Provider name locked. customer service is as bad as the customer service offered under the old Bell System.
My advice is to avoid
bundling if at all possible; and if you must bundle take the shortest possible contract, Provider name locked. ’t go for
the Visa Prepaid Card they offer, and INSIST on the
copper-based landline telephone service only, especially if you have a home
alarm system. The FiOS Digital Voice
Telephone system does not work with home alarm systems.
- Esther W.