Billing Error and Unprofessional Customer Service

After speaking with Escalation Manager Rane about the suspension of my account, I explained that I was billed for a technician visit and noticed on March 1st that my bill was higher than expected. When I initially called, the representative stated he would submit a request to have the technician charges waived and also set up a payment extension for March 18th. Unfortunately, neither of these actions were completed.

When I spoke with Rane today, she acknowledged that the error was caused by the previous representative but stated there was nothing she could do to correct it. She then transferred me to the billing department.

The first billing representative I spoke with, named Happy, hung up the call after I explained the situation and did not return the call. I called back and spoke with another billing representative who stated there was nothing they could do because the payment arrangement was entered for March 11th and the payment was returned. I explained that I understood that part, but the issue was that the representative entered the incorrect date. Had the correct date of March 18th been entered and the credit applied as promised, the payment would not have been returned.

After being on the phone for nearly two hours, I finally spoke with a billing supervisor named Chanel. Unfortunately, the interaction was extremely unprofessional. While I was trying to explain that the situation resulted from an error made by the company’s representative, she interrupted me and said, “If you understand, why do you keep saying that?” I was simply trying to clarify that the returned payment was a result of the incorrect information entered by the representative.

Her tone and attitude were very disrespectful. When I stated that I would be reporting the way the situation was handled, she responded by telling me to return my equipment and then hung up the call.

This entire experience was extremely frustrating and unprofessional. The issue was caused by a company error, yet no one was willing to correct it, and the customer service I received especially from a supervisor was unacceptable.

Due to the billing error, lack of resolution, and the unprofessional treatment I received, I will be filing formal complaints with the Better Business Bureau and the  Attorney General’s Office for further review.