MCI/Worldcom Complaint - DO NOT SWITCH TO MCI
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 supervisior. 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 payed my bill. I told them that was unacceptable and asked for the supervisor. The immediate supervisior 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 responsibilty and no one wants to fix what is wrong.