Forum Discussion

BGAL84's avatar
BGAL84
Freshman
7 years ago

$30 Discount for 6 months

About a year and ahalf ago, I had planned on canceling this service due to poor customer service and quite frankly very slow internet speeds.  Living in a rural community I have no other choice as th...
  • Amanda's avatar
    Amanda
    7 years ago

    Hi BGAL84

     

    Thank you for waiting. After investigating further I have found the following:

     

    January 2017: $30 discount for 6 months is offered, to be a total of $180 in discounts.

     

    Every subsequent call generally resulted in you receiving a credit from us, totaling in excess of $600 in credits. The discount amount promised was over-fulfilled by our agents providing continuous credits between May and December of 2017. Subsequent credits are in excess. I will be unable to apply any further credit to the account.

     

     

    Thank you,

    Amanda

  • BGAL84's avatar
    BGAL84
    7 years ago

    and on a final note, Amanda, I did not ask for any of the credits or what have you, your agents offered them to me.  So therefore, they and your company should honor what you say your going to give, that is all I am saying. For all others that dont agree with me can stick it.

Amanda's avatar
Amanda
Moderator
7 years ago

Hello BGAL84,

 

Welcome to our community and thank you for reaching out to us here. This sounds really frustrating and I would be more than happy to help get this resolved for you without further headaches. I've already located your account and will review the billing and account history to get an idea of what is going on.

 

Thanks,

Amanda

  • BGAL84's avatar
    BGAL84
    Freshman
    7 years ago

    Still waiting.............

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      7 years ago

      Might want to give the mod some time to work on this. You'll hear from her when she's got something to tell you.  She hasn't forgotten you. 

    • Amanda's avatar
      Amanda
      Moderator
      7 years ago

      Hi BGAL84,

       

      I appreciate you waiting and I am sorry for the delay on responding about your case. I've been picking this issue apart and ran in to some difficulties because I have actually never seen this happen before. 

       

      The agents did indeed offer and apply a $30 discount for 6 months back in January 2017, but as you stated the discount was not being put on your bill. I am not sure why this is and I need to sit down and discuss with someone here in our corporate billing team to sift through the back-end. 

       

      There is the matter of making sure you are provided the credit you are due, and ensuring any credits moving forward are properly applied. I completely understand how it looks from your perspective as we're constantly telling you every month that we've escalated or fixed the problem and then the same thing happens. Fortunately, we are located in the headquarters and definitely have the ability to get this sorted out at the root. 

       

      I need to add up all the charges and discounts applied to see if we still owe any back credit that hasn't been applied. I will have more information early next week and appreciate your patience while I get this solved once and for all. 

       

      Thank you,

      Amanda

      • Amanda's avatar
        Amanda
        Moderator
        7 years ago

        Hi BGAL84

         

        Thank you for waiting. After investigating further I have found the following:

         

        January 2017: $30 discount for 6 months is offered, to be a total of $180 in discounts.

         

        Every subsequent call generally resulted in you receiving a credit from us, totaling in excess of $600 in credits. The discount amount promised was over-fulfilled by our agents providing continuous credits between May and December of 2017. Subsequent credits are in excess. I will be unable to apply any further credit to the account.

         

         

        Thank you,

        Amanda