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

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

  • BGAL84's avatar
    BGAL84
    Freshman
    7 years ago

    What about all my personal time that was lost?  Time I can never get back...what can you offer for that?

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

      They gave you $434.32 extra that you should not have had.  Maybe you should stop demanding more and move on. 

       

      BGAL84 wrote:

      What about all my personal time that was lost?  Time I can never get back...what can you offer for that?

       

      • BGAL84's avatar
        BGAL84
        Freshman
        7 years ago

        Maybe you should stick your busy body nose somewheres else...nobody asking you.

    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      7 years ago
      BGAL84 wrote:

      What about all my personal time that was lost?  Time I can never get back...what can you offer for that?

      Being that it's impossible to give you back your time, I would think that an extra $430+ is not bad.  The extra also works out to a little over $30 per month for thirteen months that have occurred beyond the original six month discount period.

       

      If the issue you're experiencing is something that they have not been able to fix to your satisfaction, you always have the option of cancelling the service.