MCI/Worldcom Informative - Totally dishonest business practices
TUCSON, ARIZONA -- I have never done business with a conmpany that is as blatently dishonest in its business practices as I have found MCI and its MCI Neighborhood service to be. After having the Neighborhood service and the DSL service in Tucson for several years, we had made a decision to move to Lubbock, Texas. When we called to discontinue our Tucson service, we were given a run-around regarding how much time it took to disconnect our current service, and actually ended up spending more than we needed to because MCi claimed that it took several days beyond the period of residency in our home in order to end the service. Also, we were required to send the DSL modem to an address in Flordia in order to get credit for it. All of this we accepted with the understanding that we would be credited for roughly $150.00 upon termination of our service. Also, we were given conflicting as to whether MCI provided service in the Lubbock area; first being told that service was available, then being told that no MCI service was available in Lubbock. We decided to go with a different provider in light of this lack of clarity regarding service availability.
This occurred in July, and in late July, I received a bill from MCI for $282.84, including a charge of $150.00 for a "DSL Early Termination Equipment Fee." I promptly paid the bill anticipating a refund for the equipment that I had returned per MCI instructions. By the ed of August, I had heard nothing from MCI regarding my payment or the status of my account. On September 2, I went online and checked my account status with MCI, discovering that, indeed, they showed me having a credit of $158.40 on my account. I sent an e-mail through the customer service website requesting that the credit be sent to my new address in the form of payment. I received this reply via e-mail: "I have reviewed your concern and have found that this type of issue is handled by our Customer Financial Services team. Please contact this team directly by calling them at 1-877-248-0954. Their normal business hours are Monday through Friday, 9:00am to 7:00pm ET." After numerous tries to get through to the number provided, and always getting a message about extremeky high call volume and encouraging use of the Website, I put the issue aside thinking that I would be receiving a refund check for the credit I had--and that MCI acknowledged.
After hearing nothing from MCI during September, I again went online and sent a message about my account status. This time, I received a similar response to the one that I had gotten previously, but that also indicated that there were Saturday and Sunday hours for contacting customer service. I tried calling on Sunday afternoon and did get through to a customer service representative. I explained the situation and requested that my refund be sent to me at my new address. After first indicating that the refund would be sent in 4-6 weeks, the customer service representative indicated that she needed to check with her supervisor. After being on hold for a few minutes, the customer service representative came on the line and said that I would first need to fax them a copy of my check for the final payment before they could issue a refund. This seemed absurd, since they had already processed the payment and knew full well that it was received. Also, because I use online banking, I do not have copies of checks sent by my Bank. Needless to say, I was furious at this blatent attempt to further delay payment of funds that were clearly owed me. I am not sure what action I will take at this juncture. I am angry at having to spend my time and money chasing down proof of payment for something that the sorry folks at MCI already acknowledge having received. This type of behavior is nothing shotr of corporate thievery. They have your money and hold it as long as they can before honoring their obligation to serve their customers "with innovation, value and integrity"; borrowing directly from the jingoistic pack of lies they present on their corporate Website. MCI has given me a new mission. I will do everyhing in my power to ensure that people knowe how fundamentally dishonest this organization is. It is a company that no one should be doing business with. As a professional with many colleagues who influence telecommunications services, I have the opportunity to influence lots of purchase decisions. I intend to discourage anyone from getting involved with a company as fundamentally dishonest as I have found MCI to be.