DALLAS, TEXAS -- I've been an MCI Small Business customer since July of 2002, you would think after nearly 5 years of being a customer, they would value your business... Unfortunately they have a poor way of showing their appreciation. On May 7th, I called MCI to arrange for our phone service to be moved to a new location. The service rep informed me that this move would take up to 10-15 days to process. We weren't officially moving for a couple weeks so I went through with the order and the rep said to call on the 17th to get the actual date, service would be moved.
The following day, due to some airconditioning units not working our move to the new location had been postponed, so I called MCI to cancel our move order. I spoke with a man named ** who informed me the original move order had been cancelled and none of my service would change. Well on May 9th, I get a call from one of my employees stating our phones weren't working. I immediately called MCI and they sent me to the Repair department. The first person I spoke with ran a test on the lines and said they were all testing good so we went through the troubleshooting of the lines, still no phones.
She said she'd contact home office and call me back, I'm still waiting for her call back. In the meantime, I called MCI yet again on May 9th. This time I explained my whole situation asking if the move order had gone through - "No, your service is still at the original location the move order was cancelled - let me transfer you to Repairs." I speak with yet another MCI rep who again runs line tests, this time the "outside line" is testing bad... "We will get a technician out there by 4 PM May 10th."
On May 10th, after nearly 48 hours of no telephone service for our business, a MCI technician show up at our business at 3 PM - states that we need to have our service re-established because it had been moved already. Why couldn't any of the MCI customer service reps, or repair reps or priority service reps tell me this bit of information? I immediately call MCI and after being passed around to 3 people I finally get a hold of a woman who tells me, after calling home office, the service had already been moved to a new location. Really? She said I would need to move the service again to my original location.
My question to her was "Why wasn't I told this on the 9th when I called about my phones not working? I would have placed another move order then." Her reply was that their system didn't update quickly enough. So I tell her I need the service back at my original location. She says she'll have to call home office and validate my address and phone numbers. I'm still waiting for her call back. On May 11th, I call MCI again - we're now going on 72 hours without phone service. I speak to a priority service rep - she says "No new move orders have been placed". My service is still active at the new address.
She then proceeds to tell me that it will take 10-15 days to get the service moved back to my original location. What? I've been trying to get this taken care of for 3 days and now I have to wait another week to 2 weeks? I ask if she can expedite the order or something as I've been given the run around for 3 days. "No, I'm sorry we can not give priority to any of our customers as all our customers are equal." I ask for home office's phone number, she says she doesn't know what I'm talking about, they don't have a home office. OK, so who were all the other reps calling?
Anyway, I ask for a manager's phone number and she won't give me a number but says she'll have one call me. I'm not holding my breath. As I wait impatiently for MCI to move my service to my original address, I hope and pray that my business can recover from 3 days and possibly a week more of no phone service. As soon as I finish this review I plan to contact a new phone service provider.
My boss has a home office and brought in his MCI bill to the office for payment. I usually peruse these bills to see if there is anything unusual. He made a call to Asia in a semi-emergency situation for which he was charged $4.40 at the "Economy Rate" but this is beside the point. They started billing for sending out bills last month and I told him to call and request them to remove the charge. It was my experience with IDT when they started this practice last year that prompted me to tell him. IDT promptly and apologetically removed their $1.00 fee and I told them to go "Paperless". They still send paper without charge. I also filed a complaint with the FCC on IDT.
My boss called MCI Cust Svc and nicely asked them to remove charge. Cust Svc rep became nasty and the supervisor became extremely attitudinal and kept repeating "No sir, you must pay this fee" and "have a nice day". When my boss became a little upset with this, she kept repeating "Have a nice day- no I cannot remove charges sir, Have a nice Day" over and over. My boss hung up.
He's going to disconnect MCI but in the meantime he's afraid not to pay in fear of being turned over to collection of the 1.99 charges because he thinks his credit will then be ruined. This is ridiculous, I know but he's in such fear of "authority". What should he do? I've filed complaint on his behalf with FCC and they will probably send MCI a letter stating their charges are unethical as they did with IDT.
CAN YOU TOP THIS??? I accepted a long distance call from MY SON in the marines!!! At FT Leonard Wood, MO was charged $2.00 a minute by MCI and I AM NOT NOR HAVE I EVER been an MCI customer.. Where do they get off charging me for that call? I never knew I was dealing with anyone other than my carrier AT&T. I've read about families who have a loved one in prison that's being TAKEN ADVANTAGE OF - it's our US MARINES TOO.
Maybe instead of worrying about the enemy in Iraq maybe OUR GOVERNMENT could spend a little more time on protecting us from sleazy companies here at home who want to terrorize the poor people LIKE ME. People in prison or US MARINES who get scammed on their phone calls - it's still wrong. When will the govt and the FCC do something? I for one have complained to them. We'll see what happens.
At least once a month Global Tel which used to be MCI, bills me incorrectly. On several occasions I speak to customer care who is extremely rude and always interrupts with hearing everything I have to say. They have taken my money and put it on whatever account they want, either the prepaid account or regular billing account. I have asked them several times to remove my prepaid account and they tell me that they will and simply do not. They are constantly hanging up on me and telling me not to yell at them when I am not. I can NEVER speak to a manager or a boss either.
I spend 600 dollars monthly and there is simply nothing I feel I can do because I have no other choice but to use this phone company. However, we can all write our congressmen and make him aware of this problem. The customer care headquarters is in El Salvador.
ST. LOUIS, MISSOURI -- On February 29, 2007, I received an automatic message from MCI Correctional Billing stating that I had a $25.00 balance. The limit is $100.00 a month. My son called on 2/21/07 and 2/28/07. I called MCI Correctional Billing and was told that there was a $56.00 balance. The customer service rep told me that I received 2 phone calls on 2/21/07, two connected call on that date. My son is in Georgia. I was not home until about 9:30 p.m and the caller ID showed that he had attempted to call. Finally, we connected at 10:00 p.m. I am being charged for a connection that never took place. There was only one connection.
The price of these phone calls is a rip-off. $3.95 cent to connect a call and $.89 cent per minute. If the recorded call had one set of information why did the customer rep have another set of information? The limit is $100.00 but my last bill was $146.00. We had to pay lawyers, bail bond and everyone else who had their hand out. Now, we have to pay MCI a large sum to communicate with a love one.
CLEARWATER, FLORIDA -- My son is in prison (I refuse to call them correctional facilities). I recently changed my telephone service provider and was informed I had to set an account up directly with MCI. I keep faxing them the info they need but they can not read it. They say supervisors don't take calls. If I want to complain I have to write to a PO box in FL! And it gets better. The VA Dept of corrections informed me that due to security issues, The Utility Commission has no authority over this part of MCI so they can do WHATEVER they want. SECURITY! How does my son calling me collect affect SECURITY? THIS IS ONE OF THE BIGGEST SCAMS I HAVE EVER SEEN.
NEW YORK -- I have MCI Correctional and when you need to speak to customer service rep you are put on hold for over an hour. This is not a false statement, in one day I spent over three hours trying to pay my bill. The customer reps are not from the USA - they are from India and today one from Argentina. They do not want to pay wages to the people who pay for the service. They want cheap labor and do not care about their customers. I hate their service so much but the USA gave them a contract where only MCI handles any calls made to correctional institutes.
PLAINVILLE, CONNECTICUT -- I am trying to get some help on a complaint I am trying to file against MCI. My boyfriend is currently serving time at a correctional institution in Connecticut and I am no longer able to receive collect calls from him due to a 'block' MCI has put on my phone. I will back up a little bit so you can understand my outrage. I've been in contact with my boyfriend via the telephone for about 1 month now. As you know, in order for him to call me, he has to call me collect using MCI.
In the recording, it asks you to press 5 to accept...which I've been doing all along until Saturday, April 15, 2006 when MCI put a block on my phone. (Just so you know, I am in great standings with SBC/AT&T and pay my phone bill every month.) They informed me that in order to get the block off my phone, I have to set up an account with them by faxing my current telephone bill to them. First, I feel it is none of their business what is on my telephone bill and I feel that this is an invasion of my privacy. Secondly, I feel that they are forcing me to do business with them because that my boyfriend and I are currently in a situation that we have no control over.
I also feel that they are taking advantage of inmates and their families by forcing them to do business with them.... that is unethical! I was also told that what they are doing is unlawful and there was an attorney in Connecticut fighting this with a class action lawsuit. I've tried to contact my local carrier, SBC/AT&T and they simply stated they could not help me because that MCI has a contract with all the correctional facilities in CT and they have final say as to how things are done.
Personally, that is not my problem that Connecticut has chosen 1 carrier to handle all the collect calls from these institutions. They have no right to regulate how many phone calls I wish to receive in the privacy of my own home! I feel I still have a legal right to choose whom I do business with... If not, then this is an injustice! I have no interest in doing business with MCI due to fact of how they are making me feel. If I don't go with them, then I will no longer hear from my loved one... That is outrageous! This is NOT a positive step in the direction of trying to get inmates to do what they can to stay out of trouble and so on.
I feel that when they have the ability to communicate to someone on the outside helps them do their time in more of a productive manner. I feel outraged that this is going on and no one is doing anything about it! I am speaking out for all the family members and inmates that think they don't have a voice! I will be their voice! As an American citizen, I have rights and I will not sit back and let this happen. Something has to be done! I will not stop here. I have a letter into the attorney general's office and also to the DPUC. We'll see who wins this battle!
GEORGIA -- I switched to MCI for my local and long distance to save money. I was with them for 2 months and had to move because my apartment flooded. I called them to transfer my service and was told that it could take up to 3 weeks but it should be transferred in 3 to 4 business days. After 5 business days without phone service I again called to find out when my service would be transferred. I was told that there was a problem with the line and that they had fixed it, but it would still take a couple of days to process the order. I was told that it should be done in the next 3-4 days. Another week goes by and still no phone service.
I again call them to find out what is going on. They told me that the order was rejected b/c of the turn on date and that the order would be resubmitted. I was told to call back on Friday to confirm that the order would be processed and they could tell me when my service would be working. I called on Saturday from my parents' house because I was visiting them for the weekend. This has now almost been a full 3 weeks without service. First of all I was told that the order was AGAIN rejected because of the turn on date and it would have to go to "special teams" to figure out why it was being rejected.
I was very confused at this point b/c the women just told me that it was rejected b/c of the turn on date. When I asked to speak to her supervisor I was told that she was a supervisor and that her supervisor was not working, but that she would have her call me first thing Monday morning. I told her that I would be filing a complaint with the PSC in Georgia. When the supervisor had not called me back by Tuesday morning, I again called customer service and was told the same thing and that a supervisor would call me back. I told them that was unacceptable b/c a supervisor was supposed to call me the day before and never did.
I told them that I wanted to speak to a supervisor immediately. I was put on hold for another 5 minutes to wait for a supervisor. I finally was able to speak to the floor supervisor who was very sorry for all of my trouble and would see what could be done to get my service turned on. My service was transferred within 2 hours of my talking the floor supervisor. I have since transferred back to my old phone company. I thought my trouble was over, and then when I received my final bill my account was charged for the full amount even though I was without service for 19 days.
I again called customer service to request the credit that I was promised I would receive for the time I was without service. I was told the money would be put back into my checking account. A month later when the money was not back into my account I again called customer service about the credit. They told me that I needed to contact financial services because my account was closed and "they couldn't help me."
I contacted financial services and was told that they "showed no record of payment on my account" because it was set up on direct debit. They said that would submit the request for a refund but that it would probably be denied and I would have to send them a copy of my bank statement showing that I had paid my bill. I told them that was unacceptable and asked for the supervisor. The immediate supervisor told me the same thing and also said that if the refund was denied that I would have to call customer service to have them credit my account.
At this point I am very confused and frustrated because customer service had told me that they could do nothing to help me. I then asked to speak to her supervisor who tried to give me the same run around. I finally spoke to the Regional Financial Services Manager who told me that she would contact the department that processes refunds and see what could be done because she did show that they owed me a refund. I was only told this after I told her that I was going to file a second complaint with the PSC in Georgia.
Amazingly enough she called me back within 30 minutes to tell me that the refund had gone through and that I should have a check within 5-7 business days. My biggest complaint other than I was without service for 19 days is that no one takes responsibility and no one wants to fix what is wrong.
BROOKLYN, NEW YORK -- When my roommate and I decided to change our local phone services to MCI, I asked if voicemail was available. I was told that it was not available, but we could use the call-forwarding feature and have our calls forwarded to a voicemail box. The representative gave us the number for American Voicemail and we immediately signed up. We were told it would take up to three weeks to activate our call forwarding. After three weeks, we called MCI to see if our call forwarding was hooked up. At that point, we were told that we had never signed up for call forwarding. So, we signed up for it and were told that we would have to wait up to three weeks for activation.
At this time, I also gave the phone number that our calls were supposed to be forwarded to. After about three weeks, I called MCI again. We were told that we had signed up for the wrong call forwarding and that we needed call forwarding busy and no answer. So, with much frustration, we signed up for this feature and waited three more weeks. When calling this time, we were told that, due to heavy volume, our job would not be finished until December 12th, 2000. On December 13th, I called and got a representative who told me I had to wait two days after the finish date to find out what was going on with the account.
After calling two weeks later, I reached a representative that told me that our call forwarding busy and no answer had gone through the customer service computer system, but it had not gone to the system where the jobs were actually done. And that I would have to wait another three weeks to have call forwarding. At this point, I decided that I wanted to cancel this service from MCI. I realized that it would be much easier to go and get an answering machine than to wait for three more weeks to have voicemail. I spoke with a representative and asked to be reimbursed for the payments I had made to American Voicemail.
I offered to send a copy of my bill to MCI for me to receive payment. She informed me that I was to wait on the line while she got American Voicemail on the phone. American Voicemail would refund my money, since I had never used their services. Since, it was a weekend, she told me I had to call back MCI when American Voicemail was open. At this point, I asked to speak to a supervisor. After being on the phone with MCI for almost two hours, the representative told me that all supervisors were busy and they would call me in the next 72 hours.
Before hanging up, I asked how many times I had called MCI. She said that since November 27th, 2000, I had called TEN times. I called MCI on Wednesday, January 10th, 2001 to get a refund for American Voicemail. I admit that my patience was at its limit at this point. I told the representative about my situation and he explained to me that I was now signed up for call forwarding. How could this be? I had just called the previous week and cancelled the call forwarding, and now I have the service? After explaining everything I had been through, the representative said that he would refund the call forwarding and give me a $38 credit for American Voicemail.
He also said that in the next 7 to 10 days I would receive a $100 gift certificate from MCI. I finally felt that all of my grievances had been heard and I was getting compensated for all of my trouble. Then I realized that I never got the representative's name and that may be everything was not fixed. The fact that we could have bought an answering machine and avoided this entire mess really bothers me. Also, another factor that bothers me is that no representative ever called us to tell us what was going on with our service. In addition to this, when we asked someone from MCI to speak with us, they never returned the call.
I don't know if our trust will ever be fixed with MCI. We still are using MCI for local and long distance, but we are looking for other options. I recommend that you provide better training for your customer service representatives to avoid problems like these in the future.