New Member
RETENTIONS AGENTS ARE LIARS AND THIEVES!
Was promised in November a specific promotional credit to retain me from going to Spectrum for HALF the price and free receiver service. I look at my December bill and it looks right except no receiver credit. I look at Jan bill and missing a promised credit renewal AND STILL no advanced receiver credit. Spent 1.5 hours talking to 3 different agents who state they cannot do anything because the person did not note the account per our conversation regarding what he was going to do "properly." I then find out that my advanced receiver is 25.99/ month and they only put in a 10.00 credit towards that vs giving it to me free for the 12 months I was promised. Your company is a joke! I asked for a corporate escallation and was told that I would have to write corporate a letter vs call/phone number to complain and that nobody could review the phone conversations to corroborate my claims. You are about to lose a customer from 2012 over $75!!!!!!
Constructive
Employee
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34K Messages
5 years ago
Did someone contact you or did you contact them?
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
Receiver services don't get credited. Sometimes you might get a discount for equal value, such as $10 off for 12 months though not specifically for HD service (just a comparison based on their original billing model). The other concern is monthly discounts should never be "half the price". Take a look and see if they show monthly (i.e. 1 of 12, 2 of 12, etc.) otherwise they are a one-time credit that an agent just threw at you to get you off the phone and protect their retention stats. If the latter, then that is a horrible agent.
There is not a corporate phone number to provide you. Agents don't have that info. Otherwise too many people would inappropriately jump the chain. So corporate require more formal dealings, like many other companies. Also they don't record every phone call. Calls may be monitored for quality and training purposes only. So there is no guarantee that your exact call was monitored as such.
Bottom line is agent made a false offer (or talked it up more than it really was). Reduce your service until within budget or cancel. Either way I would request to speak to a supervisor to submit a complaint on that agent.
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Angelus19m
New Member
5 years ago
I contacted them about my bill. And @Juniper reducing services to get into my budget and or canceling was what I was trying to avoid because I have had my package since 2012. Ypu would think retaining a customer is more important and honoring commitments would be the focus.
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