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Should I have to pay this?

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lnscott

Member
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?
 


Some Random Guy

Senior Member
At the time the work was done and before the work was done Cinergy agreed to bill you $0. That's what you should pay them.

Stop calling them. Put your complaints in writing. Contact the BBB too - nothing wrong with complaining about being mischarged. File a complaint with the FCC also (http://www.fcc.gov/cgb/complaints.html)
 

lnscott

Member
Some Random Guy said:
At the time the work was done and before the work was done Cinergy agreed to bill you $0. That's what you should pay them.

Stop calling them. Put your complaints in writing. Contact the BBB too - nothing wrong with complaining about being mischarged. File a complaint with the FCC also (http://www.fcc.gov/cgb/complaints.html)

It's nice to know I'm not the only one that thinks that way. It's nice to hear someone else say it. thank you!

I have sent one complaint letter to them, but obviously got me no where. I had considered contacting the BBB. I hadn't thought about the FCC. Thanks for you help. I think will contact both of them. Thank you again!
 

lnscott

Member
Supena Needed?

I called the phone company asked them for a copy of the transcripts/notes from the phone calls to customer service and they told me I needed a supena. Is that true?
 

Chien

Senior Member
I called the phone company asked them for a copy of the transcripts/notes from the phone calls to customer service and they told me I needed a supena. Is that true?
You need a subpoena to get the documents, and you need a lawsuit to get the subpoena - a lawsuit that you initiate or that they initiate against you.
 

lnscott

Member
Chien said:
You need a subpoena to get the documents, and you need a lawsuit to get the subpoena - a lawsuit that you initiate or that they initiate against you.
More than likely I'd bring the law suit, but it doesn't seem worthwhile for $90. I don't understand why I can't get access to notes from calls made by me - not to mention with it being my account.

Perhaps, with the complaints filed, I'll see the requested results without taking that sort of action.
 

Chien

Senior Member
More than likely I'd bring the law suit, but it doesn't seem worthwhile for $90. I don't understand why I can't get access to notes from calls made by me - not to mention with it being my account
The notes are their property. They don't know where this thing is going to go and you don't know what's in the notes. Bottom line: they're not going to help you sue them.

Perhaps, with the complaints filed, I'll see the requested results without taking that sort of action.
Perhaps. And I wish you the best of luck. No offense but, if "requested results" means getting the notes, I strongly doubt it. A complaint to BBB was a waste of your time, and I expect you to fare little better with the FCC or the Utility Commission. Even the Utility Commission won't prod or intimidate them into going that far and violating their own rights.
 

lnscott

Member
Chien said:
The notes are their property. They don't know where this thing is going to go and you don't know what's in the notes. Bottom line: they're not going to help you sue them.


Perhaps. And I wish you the best of luck. No offense but, if "requested results" means getting the notes, I strongly doubt it. A complaint to BBB was a waste of your time, and I expect you to fare little better with the FCC or the Utility Commission. Even the Utility Commission won't prod or intimidate them into going that far and violating their own rights.
The reuested results means only that I want the full amount credited. I could really care less about the notes. I only want proof that they told me this service would be covered.

I do have one more question, I (obviously) don't want to do business with these people any longer. Should I go ahead and change companies or would it be wise to wait until this matter is resolved?
 

Chien

Senior Member
Should I go ahead and change companies or would it be wise to wait until this matter is resolved?
I didn't see anything in your post that would suggest when it might be resolved, and I don't see anything definitive about what you intend to do if it's not resolved by a 100% credit. (But you've whittled it down by $190 and I would personally hope that the remaining differential either gets paid or credited. Phone companies can be tenacious, and you might find reason to return some day.)

I infer that you're going to leave. I'd probably take a middle route to speed closure. I'd get as high up in customer service or residence service as I could. I'd tell them to prepare a final bill and I'd make sure that they acknowledged the credits that I'd already been promised, but I'd make it clear that they hadn't done everything that they knew they were supposed to do and, because of that, I couldn't continue the relation. (My hope would be that they'd issue the remaining credit. Then, I'd wait one billing cycle and leave.)
 

lnscott

Member
Chien said:
I didn't see anything in your post that would suggest when it might be resolved, and I don't see anything definitive about what you intend to do if it's not resolved by a 100% credit. (But you've whittled it down by $190 and I would personally hope that the remaining differential either gets paid or credited. Phone companies can be tenacious, and you might find reason to return some day.)

I infer that you're going to leave. I'd probably take a middle route to speed closure. I'd get as high up in customer service or residence service as I could. I'd tell them to prepare a final bill and I'd make sure that they acknowledged the credits that I'd already been promised, but I'd make it clear that they hadn't done everything that they knew they were supposed to do and, because of that, I couldn't continue the relation. (My hope would be that they'd issue the remaining credit. Then, I'd wait one billing cycle and leave.)

I may have to give that a try. I have threatened to leave and that doesn't appear to have done any good - perhaps if they see action, I don't know.

As for going beyond customer service, the only other person I was able to speak with was their supervisor. Apparently, she also has a supervisor and so on. I have even asked for the name and contact information of the manager to send a written complaint to - they've only changed the subject.

I did call my attorney and ask him about needing a supena and he said I didn't. However, they still refused to give me the records so he's going to call them about that.

In the end, if I have to pay the $90, I will. However, it'll have to be in a few payments - hence why I asked if it was covered in the first place. I knew I couldn't pay the labor charges.

I really appreciate your help and I will wait to see what happens since the $140 credit didn't even show up on my last bill. (However, I do have copies of emails where they have acknowledged the approval of two credits.) I'm guessing by the end of the year, I will have a new phone service provider.

Thanks again!
 

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