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I viewed my personalized video bill and pdf billing statement as recommended. The video reveals the one- time sixty dollar installation fee was a SEPARATE INSTALLATION FEE. I spoke to an agent on May 5, 2018 @ 5:10pm the agent informed me the separate installation fee would be waived. If the agent had not offered to waive the fee-I would have canceled the install. Please check your records. The fee was waived because the tech scheduled for May 5, 2018 did not have the equipment required to complete the job (which was odd). Therefore, to compensate for the tech’s error the agent waived the separate installation fee and assigned a different tech to complete the job on May 7, 2018. Why wasn’t the one time separate installation fee waived as promised? If the install had been completed the first time as promised, there would be no need for a separate installation fee.
Hello Simpsofine. I can assist with reviewing your account and the separate installation fee that you were charged. Please send me a private message and include your full name, service address, and account number so I can assist you.