Forum Discussion

racy1's avatar
racy1
Freshman
2 years ago

Didn't get the promotional credits as described

Your agent tricked me into signing up for the next service level on my complaint call for slow service. That's a new topic for later. But part of what he stated was that I'd get a $100 promotional credit for 12 months of the upgraded service.  My first credit was only 6.45 due to the partial month. One would expect if you give credits for a partial month at the beginning, you must also give partial credits at the end of the promotion. So the final month should have included a $93.55 promotional credit in order for me to get the $1200 I was led to believe I would get against my bill.  But that final partial month ignored my remaining credit and I did not get the last $93.55 that anyone would have expected to get.  This strikes me as very shady.  If you're going to issue only 12 credits, anyone would have started the upgrade a few days later to get $1200 instead of $1143.55 wouldn't they?  No, because your agent didn't explain the promotion carefully or clearly.  He was just trying to make a commission and didn't care if I was cheated or not.  I want $93.55 from my last CC charge refunded to my card.  That's only fair.

Promotional credit not as explained
  • Damian's avatar
    Damian
    2 years ago

    racy1,

     

    I completely understand. I am happy to have been a able to resolve this particular issue and I wish you luck with the next steps of getting your other issue resolved. The credit was applied to your account today 11/13/2023 and will start on your December bill in the amount of $30 off for 3 months. Your case number is #156065750 you have a great evening as well. -Damian  

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

    The corporate reps on this site can investigate your claim (provided you're a residential and not a business subscriber) and see what's going on. They're around M-F during business hours. Hopefully you'll hear from them next week. 

    • racy1's avatar
      racy1
      Freshman
      2 years ago

      Thank you. That bespeaks poorly of their 24/7 support which has given me nothing but delays and non-action for 3 days. 

       

      For those who may be reading this thread I see a typo in my sentence 5th from the end.  It should have read "If you're going to issue only 12 credits, anyone would have started the upgrade a few days later to get $1200 instead of $1106.45 wouldn't they?"  Arithmetic skills fade around midnight.

      • Damian's avatar
        Damian
        Moderator
        2 years ago

        racy1,   

         

        Thank you for providing me your phone number and I was able to locate your account. From what I see when looking through your billing history, your $100 12 month discount ran its full course. As the system states the discounts was applied in full and correctly but the change of plan from 30GB back to 50GB in OCT 2022 was to blame for it counting another month of your 12 month credit even though you temporally switched your plan and then switched it back. Even though it was partial, the system still counted it as one of the months of the 12 month credit. Since this was not clearly explained to you, I will happily award you relief. Please understand since the billing system does not see this as an actual error, but rather lack of communication on the phone reps end, I will not be able to award a full lump sum of $93.55. I can instead provide $30 off for the next 3 months for a total of $90 back. If you like this, I will get it applied and provide your case number for confirmation. If you are unsatisfied with this, you will need to call account management and ask them to launch an investigation. This, of course, I would not be able to help you with and would end your community thread and case here with me. Please let me know what you would like to do and I apologize for any inconvenience this has caused you.  -Damian