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Wow, I am having a bad week in dealing with companies. My cable provider is terrible. We have been having a variety of issues since August and no one can fix them.
The primary issue is a tech issue that no one can fix. We have had 4 techs out to the home and numerous long phone calls between mid august and now. They offer small credits each time that the problem is not fixed.
I called to cancel over the tech issue and a rep convinced me to stay and give them more time to work on the tech issue on their end. He discounted my bill for 12 months. I agreed to give it a little more time but advised him that the discount doesn't fix the issue.
I took advantage of a free movie channel promo. I called to remove the free one when it was over. The representative would not remove it until repeatedly trying to sell me another movie package that I already have. When I pointed out that I already pay for that service she just kept trying to sell it to me. I had to call again and have someone else remove it.
They goofed up one of the credits and put a very large credit on the account. This resulted in me getting a bill for 0. No one could figure out how to fix the credit and calculate a correct amount. I paid my normal amount to avoid a double bill the next month and the next bill was a little lower.
This month they show a second payment that was reversed as well as a request statement fee. I do paperless billing. They reversed the duplicate statement fee but are insisting that I made both payments and one bounced. I have bank statements and confirmation from my bank that only one payment was processed and that I had enough to cover two payments at that time anyway. They refuse to remove the fee.
The tech issue is still happening. I call 1-2 times per month for these and other issues.
I understand that they have to be careful with returned check fees as customer's will lie to have them removed. I understand that they have to sell. I understand that tech issues can be hard to diagnose.
However, they have this idea that taking money off the bill will solve any issue that is not billing related. When I have an actual billing issue they won't fix it. The only credit that I requested out of all of this is to fix the returned check charge and the promo movie channels. The movie promo was open to all customers so was not a special request.
**This is as short of an overview as I could manage. I apologize if I was not clear on some of it. I also didn't include every time we have had to call.
The primary issue is a tech issue that no one can fix. We have had 4 techs out to the home and numerous long phone calls between mid august and now. They offer small credits each time that the problem is not fixed.
I called to cancel over the tech issue and a rep convinced me to stay and give them more time to work on the tech issue on their end. He discounted my bill for 12 months. I agreed to give it a little more time but advised him that the discount doesn't fix the issue.
I took advantage of a free movie channel promo. I called to remove the free one when it was over. The representative would not remove it until repeatedly trying to sell me another movie package that I already have. When I pointed out that I already pay for that service she just kept trying to sell it to me. I had to call again and have someone else remove it.
They goofed up one of the credits and put a very large credit on the account. This resulted in me getting a bill for 0. No one could figure out how to fix the credit and calculate a correct amount. I paid my normal amount to avoid a double bill the next month and the next bill was a little lower.
This month they show a second payment that was reversed as well as a request statement fee. I do paperless billing. They reversed the duplicate statement fee but are insisting that I made both payments and one bounced. I have bank statements and confirmation from my bank that only one payment was processed and that I had enough to cover two payments at that time anyway. They refuse to remove the fee.
The tech issue is still happening. I call 1-2 times per month for these and other issues.
I understand that they have to be careful with returned check fees as customer's will lie to have them removed. I understand that they have to sell. I understand that tech issues can be hard to diagnose.
However, they have this idea that taking money off the bill will solve any issue that is not billing related. When I have an actual billing issue they won't fix it. The only credit that I requested out of all of this is to fix the returned check charge and the promo movie channels. The movie promo was open to all customers so was not a special request.
**This is as short of an overview as I could manage. I apologize if I was not clear on some of it. I also didn't include every time we have had to call.
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