I am reaching out regarding ongoing billing errors that I’ve been trying to resolve for over two years now, without any success. Despite numerous calls, escalations, and promises of follow-ups, I am still battling unaddressed issues related to services I never requested, as well as incorrect charges.
Here’s a summary of the issues:
Disney+ Bundle Charge
Since September 2022, I have been wrongly charged for a Disney+ bundle that was mistakenly added by an agent. Despite countless escalations and assurances, this charge remains on my bill. I have repeatedly been promised callbacks (which I have never received), and every time I contact customer support, I spend a minimum of 40 minutes to an hour sometimes even 1.5 hours re-explaining this issue.
Apple Music Charge
I was assured by an agent that my Apple Music subscription would remain active during a temporary plan change. Despite this, it was removed, and upon restoration, I was charged an additional $10, even though I was told there would be no extra fee. When I called back, another agent stated I had been “misinformed” by both agents prior and that I am responsible for the $10 charge, despite contradictory information from multiple representatives.
Given that I am paying over $215 monthly for two lines, the lack of transparency and consistency in billing and customer support is unacceptable. I have been a loyal customer for over 15+ years, yet my loyalty has not been reciprocated with the level of service I deserve. I am now left wondering whether I should consider switching providers, as I am not seeing the value in staying with a service that seems incapable of addressing basic billing issues.
Here is what I'm looking for:
Immediate removal of the Disney+ bundle charge and refund for all charges related to this erroneous addition.
Refund for the unwarranted $10 Apple Music charge and confirmation that no further Apple Music charges will be applied without explicit agreement.
A clear escalation pathway with a contact who can resolve these issues without further delays or “misinformation.”
I hope you can appreciate the frustration and time lost due to these repeated missteps and lack of follow-through.
