SBC Communications Inc Complaint - The Horror of SBC Billing and Service
TIFFIN, OHIO -- The Horror of SBC Billing and Service
Starting in 2004 I had SBC DSL installed in my home for $26.00 a month with a 1 year contract.
Early in 2005 I switched to Time Warner package. This package included my cable, phone (with nationwide toll free calling), and Broadband Internet. The cost of this package was $105 a month taxes included.
The Time Warner package was ok but the phone service was of poor quality because of a constant echo when talking.
Then in July 2005 SBC sends an offer in the mail. The card says that they will offer me a phone service (limited nationwide toll free calling 1 hour a month), and DSL service for $34.00 a month for 1 year. Plus there was to be a $60 Visa card sent as an incentive. The modem was supposed to have a rebate also. I set up for payments to be made via credit card.
Since we were unhappy with Time Warner phone service and since we hardly ever used the long distance nationwide calling, we decided to go back to SBC.
I called SBC July 28 2005 to set up the new phone and Internet service. I remember them telling me that since I was coming back to SBC service from Time Warner there would be a “Win-Back” incentive of 3 free months of DSL. They said it may take a couple of weeks to get this installed. This person advised that there may be a little fluctuation in the first two billing periods before things are straightened out.
The end of August 2005 there still had been no reply or service from SBC. I called and asked about it. They told me that there were some problems with the release of my service from Time Warner but that it should be “soon”.
The end of September 2005 there still had been no reply or service from SBC. I called and asked about it again. The same response as before was given. I also asked to change the order to include a home network modem for two computers. The person made the order change. The cost of the modem after the rebate was to be $49.00.
The middle of October 2005 there still had been no reply or service from SBC. I called and asked about it again. The same response as before was given.
The end of October 2005 there still had been no reply or service from SBC. I called and asked about it again. This time I asked to speak to a supervisor and informed him of what had proceeded. I also asked to make sure that I was to get for my $34.00 a month a phone service, DSL, rebate for the modem, $60 visa card and 3 free months of DSL (Win-Back Program). He informed me that all was good and that I should have the service in the next few days.
It was November 3 2006 that the SBC truck pulled up to hook up the phone service. The installation lady connected the phone line back to SBC and said that the phone is operational. I asked about the DSL. She said she didn’t know anything about it. She said that it will probably be next week, then left.
Two hours later she come back and says there is a problem with the phone service. She said they tried to test the line but got no response, and she will have to check out the house wiring. I had to tell her that we had Time Warner and the phone service in my house was still connected to Time Warner modem. Problem solved.
The next week the modem arrives. It was the wrong modem. I called SBC and told them that there was an order change and that I was suppose to get the home network modem instead of the single port modem. They said to send this modem and back and the right modem would be sent.
It was not November 10 2006 that I received the home network modem. I hooked it up and went though the registration process. There was a problem so I called Tech support. They led me though the process and everything worked fine. This took approximately 30 minuets for this call.
On November 29 2006 I received my first SBC bill for $34.00. I paid it using my credit card.
The beginning of December 2006 I got a pre-recorded call from SBC that I haven’t registered my DSL service and I had to call Tech Support. I called Tech Support and they led me though the registration process again.
About December 7 2006 I received another bill via email from SBC for $200. The representative told me that there might be a little problem with billing the first couple of months so I just paid the bill.
About the middle of December I received another automated call from SBC saying my DSL is not registered and that if not done soon my DSL service would be cut off. I called Tech Support again and went though the process of registration. I asked the person if he was sure I am registered. He assured me it was. It took approximately 45 minuets for this call.
On about December 27 2006 I get another automated call from SBC that the DSL is still not registered. This time I asked to speak to a supervisor. He didn’t know why this was happening. He gave me over to a Level 2 Tech. He could not find out why this was happening. He gave me over to a software Engineer. He could not figure it out. He said “It must be a FLUKE in the data base and just ignore the problem if they call again.” Time spent of the phone was over 1 hour.
On January 14 2006 I received an email bill from SBC for $300. This was the final straw.
I called January 16 2006 with the SBC bill in-hand. I informed them that I have had major problems with SBC services/billing and wanted to speak to a supervisor.
I informed this person (in Cleveland office) that there is a major problem with my bill and proceeded to tell her about my past problems. Then I told her that I have had the phone service since the beginning of November 2005 and the DSL with home networking two weeks later. Since then I have received billings amounting to just under $500. The present bill has me listed as having (2) separate DSL services on one phone line. The bill also has me listed as having a “Wireless Hub” which I never asked for nor have I ever received. How can I possibly have two separate DSL services on one phone line? She had no answer except “There must be a problem”. No Kidding!!
After spending 1.5 hours with this person, whom was a very good and helpful person, the bill was adjusted in increments of $100, $100, and $40. I also asked about my rebate on the modem and the $60 Visa card and the 3 free months of DSL service for the Win-Back Program. She said the Visa card is still being processed and that the 3 free months of service is suppose to be spread out over the length of the contract. Sounds good to me.
Now it is February, the bill has been adjusted and I am half happy. I still have not received the rebate or $60 Visa card. February 9 2006 I called the phone number on the rebate check. The person told me that there was a 10 week period that they have to get me the rebate. “The rebate check will be sent February 23 2006.”
February 24 2006 no rebate check comes. I call the rebate center again March 1 2006. The person told me “Oh, your rebate has been denied”. I found out why. Apparently they never received word that the first wrong modem that I sent back never got to them. Also the billing section had not been notified about the modem change. So billing never adjusted the records.
The rebate center then forwarded my call to billing.
Well finally I got another person in Cleveland who knew what to do and who to talk to. I really liked her. She kept me on the phone and we had casual conversation while she contacted the proper people and got everything straight with billing, shipping and receiving and the rebate center.
Two weeks later I got my rebate and the extra charge for the first modem removed.
Now I only have to wait until my contract ends to find out if I will receive my 3 free months of DSL.
My recommendations to SBC: Fire half of your employees (college students) answering the phone, hire more employees like those in Cleveland. They sound like veteran employees that know what’s going on, and need a raise.
221 W. Perry St
Tiffin, Ohio 44883
419 447 3817