Embarq Complaint - So many issues
TALLAHASSEE, FLORIDA -- I just moved to Tallahassee, FL and needed to connect local phone service. I originally went into the Embarq store to see how much they would cost to have both DSL and home phone service. The rep I spoke to said that "dialtone" service with no "bells and whistles" would cost $15 a month and the DSL would be $24.95, he then added that for "$4 more I could have voicemail, caller id, line protection, etc." I said, sure and he then stated that my bill per month would be $62. I may not have taken too many math classes in college, but if memory serves me $15 + $24.95 + $4 = 43.95, not 62. I told the rep that I changed my mind and only wanted the $15 dialtone service. After trying to give me the DSL package with a free month and other things I didn't need...I finally convinced the rep (or so I thought) to give me just dialtone. I left the store with a massive receipt with cryptic codes on it and a date that my service was to be connected. Unsure of the rep's skills, I called Embarq after my service was turned on and was informed that my account had DSL, Voicemail, Caller ID, and all the other features I didn't request. I told the agent on the phone that I did not request any of those features and that I JUST wanted dialtone for $15 a month. She said she would take care of that and credit back my account. The next month I receive a bill higher than expected and I noticed that unlimited *69 was placed on my account. I then called Embarq again explaining the situation. The first agent I spoke to said he could take *69 off my account, but that he would not credit my account because I "probably used it" I explained that I never requested anything on my account and that refusal to credit my account constituted "cramming" (the telephone term similar to bait and switch). The agent said I was being hostile and disconnected the call. I called back an hour later and had a credit applied to my account by speaking to a supervisor. I thought everything was finally solved with Embarq, but this month I never received a bill and was almost late in paying. I was smart enough to go online and pay by electronic check before they charged me another fee.
If this were 10 years ago, there wouldn't be anything I could do. However, I decided that enough was enough and I'm switching to VOIP for $9.95 a month and disconnecting my land line. LECs can't afford to treat their customers like AT&T did years ago.