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Charged for Equipment over a year

New Poster

Charged for Equipment over a year

I returned five small boxes ($5.99 per month) and one anyroom DVR ($10 per month) in April of 2016.  I have been charged for them every month.  I talked with customer service on August 10, to make some changes to my account.  That is when I noticed the charges of $29.95 and $10.00 charges on my account.  I informed them this equipment was returned to my local office in April of 2016.  They said they would research it and have the local office check inventory and someone would get back with me by August 24, 10:55 am.  I heard nothing from them.  So on August 31, I contacted customer service again asking them about removing these charges from my bill and crediting my account for all the months I had been charged for something that had already been returned.  They said they would escalate this matter and get back with me in 7-10 days and that I would be provided a credit adjustments.  I heard nothing so on September 13, I contacted customer service again.  They saw the ticket that had been submitted and the rep assigned to my account, Ernie, would call me on Friday 2-5 pm.  NOTHING.  I contacted customer service again on September 22.  I told them that I wanted credit on my account for ALL of these charges.  They had finally taken the $10 any room DVR off my account but the $29.95 still remained.  She assured me this would be resolved on Friday, October 6 at 10:02 am.  HIGHEST PRIORITY!  NOTHING!! I contacted customer service again yesterday, October 9.  They finally removed all the extra charges and credited my account $89! 

Does anyone out there have any suggestions as to how I can get this resolved and get my money back for 18 months of $39.95 charge (minus of course the $89 credit I received yesterday)? HELP!!! I am at my wits end!!

New Poster

Re: Over-billing for returned equipment

Same thing happened to me!!  I am so frustrated!

 

I returned five small boxes ($5.99 per month) and one anyroom DVR ($10 per month) in April of 2016.  I have been charged for them every month.  I talked with customer service on August 10, to make some changes to my account.  That is when I noticed the charges of $29.95 and $10.00 charges on my account.  I informed them this equipment was returned to my local office in April of 2016.  They said they would research it and have the local office check inventory and someone would get back with me by August 24, 10:55 am.  I heard nothing from them.  So on August 31, I contacted customer service again asking them about removing these charges from my bill and crediting my account for all the months I had been charged for something that had already been returned.  They said they would escalate this matter and get back with me in 7-10 days and that I would be provided a credit adjustments.  I heard nothing so on September 13, I contacted customer service again.  They saw the ticket that had been submitted and the rep assigned to my account, Ernie, would call me on Friday 2-5 pm.  NOTHING.  I contacted customer service again on September 22.  I told them that I wanted credit on my account for ALL of these charges.  They had finally taken the $10 any room DVR off my account but the $29.95 still remained.  She assured me this would be resolved on Friday, October 6 at 10:02 am.  HIGHEST PRIORITY!  NOTHING!! I contacted customer service again yesterday, October 9.  They finally removed all the extra charges and credited my account $89! 

Does anyone out there have any suggestions as to how I can get this resolved and get my money back for 18 months of $39.95 charge (minus of course the $89 credit I received yesterday)? HELP!!! I am at my wits end!!

Service Expert

Re: Charged for Equipment over a year


jola65 wrote:

I returned five small boxes ($5.99 per month) and one anyroom DVR ($10 per month) in April of 2016.  I have been charged for them every month.  I talked with customer service on August 10, to make some changes to my account.  That is when I noticed the charges of $29.95 and $10.00 charges on my account.  I informed them this equipment was returned to my local office in April of 2016.  They said they would research it and have the local office check inventory and someone would get back with me by August 24, 10:55 am.  I heard nothing from them.  So on August 31, I contacted customer service again asking them about removing these charges from my bill and crediting my account for all the months I had been charged for something that had already been returned.  They said they would escalate this matter and get back with me in 7-10 days and that I would be provided a credit adjustments.  I heard nothing so on September 13, I contacted customer service again.  They saw the ticket that had been submitted and the rep assigned to my account, Ernie, would call me on Friday 2-5 pm.  NOTHING.  I contacted customer service again on September 22.  I told them that I wanted credit on my account for ALL of these charges.  They had finally taken the $10 any room DVR off my account but the $29.95 still remained.  She assured me this would be resolved on Friday, October 6 at 10:02 am.  HIGHEST PRIORITY!  NOTHING!! I contacted customer service again yesterday, October 9.  They finally removed all the extra charges and credited my account $89! 

Does anyone out there have any suggestions as to how I can get this resolved and get my money back for 18 months of $39.95 charge (minus of course the $89 credit I received yesterday)? HELP!!! I am at my wits end!!


You won't get reimbursed/credited for 18 months - $89.  You might get reimbursed for a little bit more, but it won't be for the full amount.

 

Thing is, even if you have autopay, you're still responsible for looking over your bill each month to make sure there aren't any discrepancies and then dispute the charges.  You waited well over a year to see if these charges were removed and then only when you made changes to your account to check to see if THOSE changes had been made.

 




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Official Employee

Re: Charged for Equipment over a year

Hi, jola65 - Please check our Forums Policy and Guidelines. Multi-posting violates our policy and doesn't help with getting a faster response from our team. Please send me your full name, address, and a phone number associated with your account. I will investigate the equipment charges.   


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