After checking my statement, I noticed a $70 "One-time Charge" for Residential Trouble Call. I have the Gigabit Internet offering in which the only service I pay for is the internet. I have had issues with the offering since I upgraded from the 250 offering, and have been sent technicians to assess the issue on 3 different occassions. The last time a technician came, they determined there were no issues (like the last 2), but offered to change (and bury) a new line in an attempt to improve performance. The next day a guy came to bury the line.
In these conversations with the reps I had prior to technicians being sent out to the house, I was never informed about the fee, nor was it mentioned in the subsequent text that was sent out when the technician was initially scheduled by the rep. In fact, I was recently sent a $10 credit for the inconvenience of the speeds not meeting the advertisement.
I obviously called to inquire about the charge, and have it removed. I was escalated to a supervisor who double-down that there was nothing he could do. He followed it up by offering an $11 credit. Laughable. Is this normal business practice? Who knows. All I know is, when I pay that bill, I'll be looking for another provider because this is quite ridiculous that I would be charged a one-time fee, when 3 different technicians were scheduled, and none of them resolved the issue to begin with.
I also asked for documentation in the form of a service level agreement that would shed some light on the charge, or me agreeing to it, but it was not provided.
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