What is the name of your state? Indiana
To be honest, I hope I'm in the right catagory. This seemed to be the one that fit best, but if I should repost some where else...please let me know.
This gets lengthy, but let me try to summarize this as much as possible. If more information is needed, please ask.
Ok, over a year ago, I added Inside Wire Maintenance to my phone service (with Cinergy Communications). At that time, they sent no information to me regarding this service.
The second time we had a tech come to the house, he suggested that rewiring would be what he'd try next, but he didn't know if that would work or not. Thinking it'd be covered, I called and made the appointment. The representative didn't even mention that this service was or wasn't covered.
HOWEVER, a friend did suggest that might want to call them and verify that it'd be covered - so I did. On 9/14, I called and it's noted on my account that the person I spoke to advised me that these charges WOULD be covered.
On the following day when the technician showed up at the house, my husband asked him too just for reassurance and he also told him the charges WOULD be coverd.
Come, October, I get my bill - $350 - They charged me $280 for labor and told me that the work wasn't covered by my plan.
I called and opened a dispute and was told they'd get back with me. Thinking I could be at fault some how for not looking closely enough at the web site, I checked every link, every sublink, and even searched within their site for information as to what this service covers and found nothing. (since then, probably within the last week or two, they have added this information to their site).
A week and half later, the woman I had been dealing with told me they were going to credit me $140 because the services weren't covered. When I reminded her that TWO of their employees told me it would be - she said that was the only reason they issued any credit.
Obvioulsy, I didn't take that as an answer and sent a letter to the office closest to me and had her give me to the next higher up. I left her a voicemail on 11/1 and 11/3 and she finally called me yesterday. They issued another $50 credit for the delay and bad customer service, but she said her hands were tied with overturning the decision to not credit the rest and forwarded it on.
I called this morning requesting the name and address (a way to contact this person) of the manager that is capable of making this decision and they refused. The woman that called yesterday is suppose to call me later today, but made no promises. I've already threatened to go back to SBC, contact the BBB, and drag out paying that for as long as I possibly could.
I guess my question is this: When the information WAS NOT made availble to me (or sent to me when it was added), the only thing I had to go on was what I was told. Shouldn't they have to back that up? Or should I have to pay the remaining $90 on this bill?
To be honest, I hope I'm in the right catagory. This seemed to be the one that fit best, but if I should repost some where else...please let me know.
This gets lengthy, but let me try to summarize this as much as possible. If more information is needed, please ask.
Ok, over a year ago, I added Inside Wire Maintenance to my phone service (with Cinergy Communications). At that time, they sent no information to me regarding this service.
The second time we had a tech come to the house, he suggested that rewiring would be what he'd try next, but he didn't know if that would work or not. Thinking it'd be covered, I called and made the appointment. The representative didn't even mention that this service was or wasn't covered.
HOWEVER, a friend did suggest that might want to call them and verify that it'd be covered - so I did. On 9/14, I called and it's noted on my account that the person I spoke to advised me that these charges WOULD be covered.
On the following day when the technician showed up at the house, my husband asked him too just for reassurance and he also told him the charges WOULD be coverd.
Come, October, I get my bill - $350 - They charged me $280 for labor and told me that the work wasn't covered by my plan.
I called and opened a dispute and was told they'd get back with me. Thinking I could be at fault some how for not looking closely enough at the web site, I checked every link, every sublink, and even searched within their site for information as to what this service covers and found nothing. (since then, probably within the last week or two, they have added this information to their site).
A week and half later, the woman I had been dealing with told me they were going to credit me $140 because the services weren't covered. When I reminded her that TWO of their employees told me it would be - she said that was the only reason they issued any credit.
Obvioulsy, I didn't take that as an answer and sent a letter to the office closest to me and had her give me to the next higher up. I left her a voicemail on 11/1 and 11/3 and she finally called me yesterday. They issued another $50 credit for the delay and bad customer service, but she said her hands were tied with overturning the decision to not credit the rest and forwarded it on.
I called this morning requesting the name and address (a way to contact this person) of the manager that is capable of making this decision and they refused. The woman that called yesterday is suppose to call me later today, but made no promises. I've already threatened to go back to SBC, contact the BBB, and drag out paying that for as long as I possibly could.
I guess my question is this: When the information WAS NOT made availble to me (or sent to me when it was added), the only thing I had to go on was what I was told. Shouldn't they have to back that up? Or should I have to pay the remaining $90 on this bill?