My (current) frustration with TWBC
UPDATE: Awesome news. Vicky just called back. Issues with TWC bill are supposedly fixed. We’ll see on the next bill.
I have Time Warner Business Class service. The Teleworker package, to be specific. A few months ago I emailed my account rep, Neil, asking if I could have another static IP address added for $10/month. He very happily obliged, confirming that the price was $10 and also confirmed what my total bill should be.
On my statement I noticed they started billing me for “1 Business Class Static Ip - 1 @ $20.00.” I emailed my account rep who told me I should call billing to get it figured out. I called billing and spoke to someone named Pat. They requested that I fax them some proof verifying that the charge was supposed to be $10. I thought, this is odd, why can’t they just talk to my account rep and ask him? But I printed and faxed them the conversation I had with my rep.
I hadn’t heard anything for a while, so I called billing back and talked to Vicky. She confirmed that I was still being charged $20 instead of $10 and promised she would get the issue resolved for me. “You’ve probably heard that before, but we will get it fixed this time.” Yeah… right.
New bill comes today. Yep, $20 charge. I call billing again. Surprisingly, I get to talk to Vicky again. This I feel is a good thing. She was very nice both times I spoke with her, and though the issue didn’t get resolved I felt after talking with her like she had really done everything in her power to solve the issue for me. When I talked to her this 2nd time, she said she would send another email and this time she would copy her supervisor and her supervisor’s boss, as well as my account rep. She also suggested that I send another email to my account rep, as he should have been able to take care of this for me all along. That irked me a bit… why should I have to deal with 3 different people, and, indirectly, their supervisors, when the first person I talked to could have handled the issue for me?
I sent another message to my account rep. Fingers crossed that they will fix it this time and credit me for the months they have been billing me incorrectly. Really starting to lose faith though. You can only nag people to fix something so many times, all the while them promising it will get fixed, and in the end still have the same issue before you give up and move on.
I’ve had enough phone calls, enough emails, enough faxes. It’s a $10 mistake on your part. Scratch that, $10/month. Meaning $40 so far of my money that you have and so far have not returned. Please just fix it.
