What is the name of your state? Indiana
I have this same question posted under another forum, but didn't really know which one it would fit best in.
Here's the situation:
Over a year ago, I added Inside Wire Maintenance to my phone service (with Cinergy Communications). At that time, they didn't send my any information about this service.
A year later, my phone service started acting up. The second man that came to the house told my husband that he would suggest rewiring next - though he didn't know if that would fix the problem. So, I called and made the appointment and NOTHING was even said as to whether or not this service was covered. I just assumed it would be.
HOWEVER, before the work (9/14) was even done, someone suggested that I might want to call and verify that this would be covered. So, I did. The woman I spoke to told me it WOULD be. This is even noted on my account!
On the following day, my husband even asked the technician before any work was started. He told the tech that if there was going to be a charge for this (if it wasn't covered by IWM), then he might as well go back because we couldn't afford the charges. The tech told him the work WOULD be covered.
Come October, I got my bill - $350! They charged me $280 and specified under that the work done was not covered.
I called and opened a dispute and one girl even found the note that said I was told the charges would be covered. Because of that fact, only, they agreed to credit me half ($140). I told them that wasn't good enough and asked who to speak with next. So, she transferred me to her supervisor (that was 11/1). I called her again on 11/3 when I got no call back. The woman finally called yesterday! She apologized for the delay and gave me another $50 credit for the bad customer service. However, that's still not good enough so she forwarded it on to the next person.
I called this morning and I asked for the name and address (a way to contact this person) of the manager that could get this taken care of. They refused. The same supervisor that called yesterday is supposed to call later today, but without any promises.
I have threatened to leave and return to SBC, contact the BBB, and drag out payment for as long as I could. I don't know what else to do. In my opinion, the ONLY thing I had to go on was the word of that agent. I even checked (after I was billed) to see if this was on thier web page. I checked every link, sublink, and even searched within their site and there was nothing there. (Within the past couple of weeks, they have added this information. However, it WAS NOT there prior to this.)
I guess I'm just wanting to know if I should continue fighting this? Should I have to pay this when I was told (on the record) that it would be covered? What should I do next? Advice anyone?
I have this same question posted under another forum, but didn't really know which one it would fit best in.
Here's the situation:
Over a year ago, I added Inside Wire Maintenance to my phone service (with Cinergy Communications). At that time, they didn't send my any information about this service.
A year later, my phone service started acting up. The second man that came to the house told my husband that he would suggest rewiring next - though he didn't know if that would fix the problem. So, I called and made the appointment and NOTHING was even said as to whether or not this service was covered. I just assumed it would be.
HOWEVER, before the work (9/14) was even done, someone suggested that I might want to call and verify that this would be covered. So, I did. The woman I spoke to told me it WOULD be. This is even noted on my account!
On the following day, my husband even asked the technician before any work was started. He told the tech that if there was going to be a charge for this (if it wasn't covered by IWM), then he might as well go back because we couldn't afford the charges. The tech told him the work WOULD be covered.
Come October, I got my bill - $350! They charged me $280 and specified under that the work done was not covered.
I called and opened a dispute and one girl even found the note that said I was told the charges would be covered. Because of that fact, only, they agreed to credit me half ($140). I told them that wasn't good enough and asked who to speak with next. So, she transferred me to her supervisor (that was 11/1). I called her again on 11/3 when I got no call back. The woman finally called yesterday! She apologized for the delay and gave me another $50 credit for the bad customer service. However, that's still not good enough so she forwarded it on to the next person.
I called this morning and I asked for the name and address (a way to contact this person) of the manager that could get this taken care of. They refused. The same supervisor that called yesterday is supposed to call later today, but without any promises.
I have threatened to leave and return to SBC, contact the BBB, and drag out payment for as long as I could. I don't know what else to do. In my opinion, the ONLY thing I had to go on was the word of that agent. I even checked (after I was billed) to see if this was on thier web page. I checked every link, sublink, and even searched within their site and there was nothing there. (Within the past couple of weeks, they have added this information. However, it WAS NOT there prior to this.)
I guess I'm just wanting to know if I should continue fighting this? Should I have to pay this when I was told (on the record) that it would be covered? What should I do next? Advice anyone?