I need someone from corporate to review my account and help me with this insanity I’m dealing with.
I have several phone lines with your company I was grandfathered in and we have been with you over 12 years. My grandmother started having trouble with her phones and account so we joined her account and I told her I would pay and manage the account.
We have had several issues that have taken several hour long phone calls to fix. Main issue is a laptop that we have with you on an agreement. The laptop has several known issues with the manufacturer including the power charging port issue I kept having right from the start. Back in February a supervisor after days of trying to resolve this noted after research he noticed issues with the device in question and he promised to allow me to return the laptop and he promised to remove the agreement mainly because he agreed with me the device was very expensive and to already be having major issues wasn’t worth me buying the laptop as it actually ended up hindering my work.
After this was promised and he agreed to stop charging me for the laptop they continued to charge me for it so I disputed this about a month ago again and was told they would adjust the bill because the supervisor noted his promises and once finance the office approved it they would remove the device but that I did not have to pay the bill until they resolved the issue, this supervisor promised a call back and never called then our lines were disconnected before the billing error was fixed. This affected us on several levels and is the second time we were disconnected after being promised it wouldn’t happen until our issue was resolved and unfortunately there have been many lately.
Fast forward to now, a few weeks ago a rep promised to note the account and escalate the issue to adjust the laptop and remove the agreement as promised months ago. She also noted that since the supervisor broke his promise they would credit any reconnection fees since this has happened to us twice.
Now I look on my bill and I have over $100 dollars in reconnection fees for a error caused by multiple supervisors broken promises as well as I am still being charged for the laptop and even a reconnection fee on it and I am just at lost for words at this point why this issue has taken months to resolve resulting in multiple disconnections in error or because of false promises made by you’re reps.I’m not understanding what it’s going to take to get someone who actually has the correct training and authority to handle this problem that I hope we can all agree should have been dealt with months ago as promised and this such simple task is causing chaos with our account and connectivity .
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