Incorrect Billing Nightmare
 

From: Leon Muck

I was charged $8.96 for a dial up service when I already had high speed DSL. I called in and was told that it was an error and that the account would be credited and to subtract the $8.96 from my payment. Later I looked online and saw the account stated I still owed the $8.96 so I called in again and once again was assured by the Dial Up departement that the account had been credited. Later I received an email that I still owed the $8.96. At this point I called in and spoke to a supervisor named Eve in the dial up billing departement who advised me I needed to call Local service department. I told her I had already called in several times and spent hours on hold trying to solve this issue and that she should be the one to call Local deparment and solve the issue. SHE PROMISED ME SHE WOULD DO THIS AND I WOULD NEVER HAVE TO CALL IN ON THIS ISSUE AGAIN. She gave me a confirmation number 100567053. A week later I looked online and the balance due still showed the $8.96 and now showed it as "PAST DUE". I called in to the Dial up department AGAIN and was placed on hold while the agent called local department. Sheila (the local department customer service agent) advised that she had just credited my account for the $8.96. EVE HAD NEVER CALLED AND FOLLOWED THROUGH AS SHE HAD PROMISED. I think she lied to me just so she could get me off the phone and never intended to solve the issue.

SBC has the worst customer service I have ever had. I will be looking for another company to do my business with that cares about customer service.

Yup, my girlfreind and I have had a similar problem. We were late on a payment, and to my knowlegde and past experience with them it seems odd, well, I guess we were behind a month or 2 and they wanted to suspend us, so they did, but nothing about disconnecting the service as we were on a contract. The service rep for SBC gave us a certain ammount of time to pay in which my girlfreind gladly said that a payment was on the way. Well we check back and they said,very blatantly, that our service was disconnected and that it will cost us 200 or so dollars for the freakin discconnection fee , when we really didnt want it disconnected. She is on the phone with them as I write this and for 3 hours straight trying to get a supervisor or at least someone credible to talk to cause now they are denying that anyone ever said anything and that there was a 30 day loop hole that transpired that they so convineintly didnt tell her. She had asked for a sup numbers of times and someone got on and she asked if she was the supervisor and the person paused for a little then said yes. Then my girlfreind asked her name, then the person asked her to hold on again. Now our caller ID is disabled and thats a totally different service from the DSL internet service that we are gripeing about. Jesus Christ! They will be cursed!