Someone from the company please help - I have spent hours on chat several times now trying to get my bill corrected - it was $153 and then in Dec it shot up to over $183 - I have now spoken with 4 different Agents who promised to give me a better package deal and my monthly cost would be again, around $153. I trusted them! (has this happened to anyone else?) I recently recieved a notice to pay around $174? Not at all what was agreed upon, then, the very same day, I got a notice that there was an error and my new monthly total is over $190!!! This is just not right! When I call <edited> is not a good option for me. That leaves me to trust the Agents through chat. I am 'still' paying $30 a month for Voice which I have said over and over that I never wanted and have never activated, yet I am still being charged 'after over a year' - that's over $350 and it's been more than just the one year that's been charged!
I also am getting around 6 channels that speak a different language so they are of no use to me, and 'so far' I have noticed that I have LOST two of the channels I watch almost every day! (Travel and Game show channels). I now have to subscribe to those two channels if I want them?? I am being charged $29.95 for S/H when I was told that would be waived (by 3 different Agenst on Chat) - how do I get this taken off my bill? I have been with this company for 'year's, never missed a payment which makes me a loyal customer. I believe I am due the same respect back so when an Agent tells me a certain price that we agree upon, that is what I expect my bill to reflect.
The last two Agents have also told me not to pay the full bill - that it will correct itself after I make my next payment. No it will not. What it will do is charge me a late fee for the extra the site shows is unpaid and I would imagine that effects my credit rating - So I paid a second payment before it would have been late. I appreciate someone getting back to me on this. I have been working to resolve these issues far too long now without proper results and because of the constant 'changes in pakcages to make my bill where it should be), I'm paying out extra each time which is a bit counterproductive in what we are trying to achieve!
It should not be this difficult with a company this huge, to get things corrected for their customers. <This post has been edited for violating forum guidelines>
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This is not my post, but I research many for answers to my own questions - this is by far one of the most complete and explainable answers I have read! It makes sense and gives me a different perspective in how I will view any increases or changes in my bill going forward. Thank you for answering this customer's questions with a comprehensive answer! In light, Lisa
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So how is it that this re-post was seen and deleted the day I put it up, but the original is still hanging out there unanswered after 4 days? I was under the impression that this was a place we could come for help. Please don't say there is not enough staff to answer our questions - obviously there is.
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I am going through this very same ordeal too! My bill went up by $30 in Dec so I chatted with an Agent to find out why and 'fix' it back down to where my cost was suppose to be. After over an hour with him, I too opted for a great sounding plan that would make my speed faster, keep my same channels, get rid of some things I was paying for and never activated and my monthly bill would go back to around it's original price. A few days later the new bill showed and it had 'increased' again! Then I got another 'notice' that same day that took my bill UP over $190 due to an error on the part of the company. I have been on twice with Agents who both told me my issue was resolved. It was not. Just letting you know you are not alone - something must change so as loyal customers we are not feeling like we are being taken advantage of. Good luck to you in getting your bill resolved quickly.
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I do hope someone from the company can help - I have spent hours on chat 'twice' last month trying to get my bill corrected - it was $153 and then in Dec it shot up to over $180 - I spoke with 2 different Agents who promised to give me a better package deal and my monthly cost would be again, around $153.
I recently recieved a notice to pay around $174? Not at all what my bill is suppose to be... then, the very same day, I got a notice that there was an error and my new monthly total is over $190!!!
This is just not right, guys! I have tried to connect to 'chat' again, but for the past 2 days the chat seems to be 'not working'? I have left my page open for a long period of time and nobody is coming on.
Each time I call I get someone I can't understand, so talking on the phone is no longer an option.
I am 'still' paying $30 a month for Voice which I have said over and over that I do not want and have never activated, yet I am still being charged 'after over a year' - that's over $350 and it's been more than just the one year that's been charged!
I am also still being charged for a second TV Adapter @ $5 per month which I turned in to a physical store over 2 years ago - why?
Also, since the 'newest' package that was suppose to take care of all of these issues, I now find that normal channels I have had access to for 'years', I now have to subscribe to in order to view??
Can someone please find out what's happening and why I am being subjected to such high rates when I was told a much lesser amount and why these extra charges have not yet been taken off?
One more thing - I am being charged $29.95 for S/H when I was told that would be waived - how do I get this taken off my bill?
I have been with this company for 'year's, never missed a payment which makes me a loyal customer. I believe I am due the same respect back so when an Agent tells me a certain price that we agree upon, that is what I expect my bill to reflect.
I appreciate someone looking in to this for me and I shall anxiously await your reply.
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So very frustrated - my bill has gone up almost $30 this month and I am not seeing why - I have emailed from 'this site' 3 times and nobody has responded - what good is that? I have Emailed from my personal Email a total of 4 times in the last week and I continue to get an automated reply saying someone would respond within 24 hours - nope, that never happened - the 'chat' on here is an automated 'something'.... that's a joke and when you finally type in the one thing that 'should' lead you to a live person in chat, a box opens and there you sit, waiting for an Agent to respond and 'nothing'!!! Has this happend to anyone else? I have been a customer for many years but there are so many new options on the market today that it might be time to move on. Communication is key to a good company but it's lacking so badly here... how can a customer get resolution if nobody reaches out to help? Don't talk to me about 'calling' on the phone to speak with an Agent.. I've been down that road before and it's a nightmare!
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