posted on October 26, 2004 04:59:14 AM
Just have to vent this morning. I woke up early and went to check my email. What do I get? Nada. So, I call SBC Yahoo DSL to find out what's going on. Account suspended for non-payment. Huh? Let's see, SBC Yahoo, my bill is not due until Nov. 1. Of course, I'm speaking to someone with a heavy Indian accent and the only thing I can blast off to him is: "I don't know where in the world you live, but in my part of the world this is only Oct. 26! Are you anticipating that I won't pay my bill on time?" "Sorry, I can't help you with this."
So, I call SBC which is where I make my payments online. Yes, you are current on your bill they tell me. She then proceeds to three-way to the DSL end and tells them I'm current. She was a very helpful person, by the way!
So, both the SBC rep and I get told, "I'm sorry Miss *****, but I can't help you. You have to wait until 8:00 am to call the EPC department." This after making me check settings that I knew were correct. 45 minutes down the drain.
In the meantime, it looks like I have an invalid email address. What a crock.
It's now almost 8 and believe you me, they are getting a phone call - an angry phone call!!!!!!
Thanks for letting me vent. You've all saved Ken from it! is all I can do at this point.
Funny, I have still have DSL service isn't it?
Cheryl
Protect the environment. Plant a tree and remove a Bush.
posted on October 26, 2004 07:32:06 AM
LOL Cheryl - just wait until you try to terminate your service...
When I was getting ready to move I decided not to keep their DSL service and instead go with high speed cable in the new place. I called to explain the situation and was told that there would be a $200 early termination fee because I was moving on the 15th and my one year contract did not end untl the first. The only way to avoid that was to pay $$45.00 to move the service for two weeks. I begrudgingly agreed and then the girld realized that because of advanced billing, I had actually already paid thru the 1st so all was well and good...until I got my bill the following month.
I was billed the $200 early termination fee PLUS $45 to move the service and the regular monthly charge. Took me two months and a couple dozen phone calls to get everything back in line.
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If it's really "common" sense, why do so few people actually have it?
posted on October 26, 2004 07:54:09 AM
I just found out they suspended it over $5, which was credited to my account this morning. So, I owe them nothing. I even went ahead and paid the bill due Nov. 1. I then get told I'll have email in 24 to 48 hours. Talk about seeing red. Their attitude was horrendous in both the billing dept. and the DSL customer service, which is located in, you guessed it, INDIA. Here's the email I sent off to them:
"I spent TWO HOURS on the phone this morning being bounced around only to be told my DSL was suspended for non-payment. FIVE DOLLARS. I don't care how you twist and turn it, this is UNACCEPTABLE in every way, shape and form. My bill was not due until Nov 1. I went ahead and paid it over the phone anyway. Now I hear that my email will not be available for 24 to 48 hours. This, too is UNACCEPTABLE. You have $133 of my money and I expect a service in exchange for that money.
It's bad enough that your DSL customer service is in India (yes, I'm smart enough to figure that one out). Had we known this from the beginning, we never would have taken this package. You can't tell me a man with an Indian accent going by the name of Eric isn't in India. Or, that the three other people I talked to there with heavy Indian accents aren't from India either. When I told him we are considering closing this account, I was told, "Ok, let me give you the number to do that." Surely, this isn't the way SBC or Yahoo does business. At least I hope it isn't.
We were considering adding SBC Yahoo DSL here at work, but that idea is now a dead one. There is a reason we canceled our SBC phone service in the first place and went with someone else. This kills the DSL idea.
Part of my small business at home relies on email. I can guarantee you that I've lost more than $5 in business this morning alone. $5 is what my account was now suspended over. We are extremely disappointed in this whole package, which we were led to believe would be better than the Adelphia package we had before. Let me tell you, it is not better. It is a much bigger hassel.
My family and I will be discussing this issue tonight once everyone has returned home from work. It will be decided then whether or not we continue this service. My vote will be to discontinue and I suspect it will be unanimous. With the number of DSL services available out there, I should think you'd be a little more in tune with your customers.
I will enter my email address, however since my account is still suspended over, let me reiterate, $5 you will not be able to contact me for "24 to 48 hours".
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Well, they can KMA over this one.
Needless to say, I'm not in the greatest of moods today. Wait until the boyfriend returns home from work. He's the one who talked me into this mess. LOL!
Cheryl
Protect the environment. Plant a tree and remove a Bush.
[ edited by CBlev65252 on Oct 26, 2004 07:58 AM ]
posted on October 26, 2004 08:52:54 AM
Isn't outsourcing wonderful!
And just think, our lovely government gives HUGE tax breaks to companies so someone in India can steal an Americans job and screw you in lousy service.
posted on October 26, 2004 12:17:21 PM
Dump them. Even if you have to pay a fine--just think, if their customer service ais this bad, you'll have constant problems.
I've had Earthlink for 12 years, and switched to their DSL about 5 years ago. I've never had any problems with them, and when I've called up with a question ( used their chat), their customer service has always been the best--I've even had them stay on the phone 45 minute to give me a hand with something I didn't understand.
____________________
"Bad temper is its own scourge. Few things are more bitter than to feel bitter. A man's venom poisons himself more than his victim." --Charles Buxton
posted on October 26, 2004 02:24:51 PM
Well, I will have my email back in 48 hours. Nothing I can do. My boyfriend was yelling at them, too. Still did no good. Has to go through the cycle. I paid $120 last month instead of $125 (it's a package deal with Dish, phone, etc.). Somehow that -$5 turned into -$50. We're tired of arguing with them because they make no sense at all. He [Ken] had a few choice words for those nice folks in India with names like Jessica, Jennifer and Erin, though. That was worth the listen.
Cheryl
Protect the environment. Plant a tree and remove a Bush.
is all I can do at this point.
Nothing I can do. My boyfriend was yelling at them, too. Still did no good. Has to go through the cycle. I paid $120 last month instead of $125 (it's a package deal with Dish, phone, etc.). Somehow that -$5 turned into -$50. We're tired of arguing with them because they make no sense at all. He [Ken] had a few choice words for those nice folks in India with names like Jessica, Jennifer and Erin, though. That was worth the listen.