MCI/Worldcom Complaint - Call Forwarding never hooked up.
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 representatives name and that maybe 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.