splash100
@dslextreme.com
| bad billing practice
I called dsl extreme a month and a half before my first year contract was up. They said that my monthly rate would go up from $14.95 to 19.95 for the next year. I said ok, but they never signed me up. Instead they let my contract go to month to month at $49.95 per month. I did not catch this issue for several months and now they say that they will do nothing to credit me. I called and had my credit card reverse the charges for now, but I'm not sure that they will stick. I was thinking of call the FCC to see if they regulate them. Any other ideas?
thanks, |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi splash100,
I would be happy to take a look at your account. If you didn't give us the authorization to place a renewal order on your line we wouldn't. If you do authorize us to place an order you would get a confirmation email etc.
Please send me your account information and I would be happy to take a look at your account for you.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
 ·DSL EXTREME
| reply to splash100
You'll need to register first before you can IM George.
»/join/new
Instant Message FAQ once you're signed up will help you get started.
--
"If it ain't broke don't fix it." |
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splash100
@dslextreme.com
moderated:
April 23rd, @12:18AM
| reply to dslx_gm
[Removed]
you will see that I called dsl extreme on march 20th and was told that my new rate would be $19.95....up from the first years $14.95. Instead the rate was changed to $49.95 per month. My wife pays the credit card each month and I did not notice this change for 10 months...2 days ago. I called that night, but I'm only getting double talk and excuses!!!!
Thanks
[Mod note: Phone number and name removed. Not a good idea to post personal info on a public board. sash] |
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sashwa
Pixie Cat
Premium,Mod
join:2001-01-29
Alcatraz
clubs:  | Splash, I sent on your information to George. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to splash100
splash100 -
I reviewed your account and see that our billing manager left you message this afternoon to discuss your account per your request for a call back. I do show that you called and the notes on your account specifically state that you were calling about information on renewal rates but you did not place a renewal order. As I stated in my previous message had you placed a renewal order you would have been sent a confirmation email about your order. Since you simply asked for information and didn't authorize the representative to place an order, no order was placed.
We can not backdate a renewal order that far in the past as underlying Telco rates very depending on contract terms. We have gone ahead and back dated it to the beginning of the last billing cycle though.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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splash100
join:2008-04-23
Huntington Beach, CA
| based on the notes of that march 20th call, can you say that you explained that the account did not automatically renew??? did it say that I was told that I needed to take some action to renew??? did it say what would happen if I did not renew, ie..my rate would go to $49.95 This call was a perfect opportunity to give me "all" the information. I feel that the balance of responsibility is on your side since you know your policies the best. I made a special call about 45 days early just so I could make an informed decision and it sounds like I was told only 1/4 of the store. Please, please, please believe me, if I thought my bill was going anywhere but to $19.95 per month...I would of made a change!!!!!!!!! You are wrong and you "need" to do the right thing! |
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splash100
join:2008-04-23
Huntington Beach, CA | reply to dslx_gm
also....i just went to your website and saw that you month to month rate is $34.95 not $49.95!!!!!!!!!!!!!!
I just contacted the FCC like I said I would, I will be filing a complaint with them. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to splash100
I am confident that the representative did provide the proper information. A renewal call is very straight forward as I am sure you saw when you recently renewed your service. We will not renew your account unless you give us your authorization to do so. Additionally as stated in our terms and conditions, if you do not renew your service it will be automatically placed on a month-to-month package as you were.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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splash100
join:2008-04-23
Huntington Beach, CA
| Your read into the notes as you see fit! But when i expound, you say the notes do not specifically say that. You can not have it both ways.
What about your website saying your month/month rate is $34.95 for my area not $49.95
I filed a complaint with the fcc. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA | I have asked our billing manager to reach back out to you to try to come to an amicable resolution. She left you a message yesterday but did not hear back from you. |
|
TE
I must crunch
join:2006-05-07
Brea, CA
clubs:
·DSL EXTREME
| reply to splash100
said by splash100  :What about your website saying your month/month rate is $34.95 for my area not $49.95 ??? New customer promo M/M rate vs. Existing customer M/M rate ???? |
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Okman
join:2001-10-01
92714
| reply to splash100
George,
You know I have high regard to DSLX. But this is not the first time I've seen customers pissed off because of their contract expiring and going into a monthly rate. I know DSLX has the writing in the contract. But I feel that this issue can be be avoided if you guys put the writing in BOLD so that it becomes evident to all customers that if they don't renew, then they will pay month-to-month fee, and to train your customer service to make it a point to customers. It's a customer service issue. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Okman -
We actually are actually one of the few providers that pro-actively emails our clients 30 days in advance giving them the opportunity to renew and advising that if they do not their contract will go to a month-to-month.
Additionally our customer service representatives are trained to advise of this during the ordering process.
--
George
General Manager
DSL Extreme
Will work for reviews. |
|
Okman
join:2001-10-01
92714 | Well hell George if you guys are doing this, and there's no reason for me to even doubt you, then I supposed there isn't really anything more you could do. I guess it's part of the business! |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE
 ·Verizon FIOS
 ·Comcast Workplace
·DSL EXTREME
| reply to splash100
said by splash100 :I filed a complaint with the fcc. Good luck with that. You've simply been negligent.
a. DSL Extreme clearly states in the TOS that you will be put on a month-to-month rate. It is your responsibility to read the TOS. Clearly you did not.
b. DSL Extreme sends email prior to the expiration of the current contract. I guess you did not read the email?
c. You called to discuss the rates for renewal but never actually went through with it. Sounds like you called, got the information to perhaps talk it over with your wife, then forgot to call back to actually renew. How is that DSLX's fault?
d. You didn't realize for 10 months that you were being charged more (than you thought)? When I renew any kind of contract, I always scrutinize the bill for at least a month or two afterward to ensure the billing is proper. I don't see how DSLX is responsible for managing your finances.
--
Hello...is there anybody in there? |
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Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
·DSL EXTREME
| reply to Okman
Just for the record the telcos don't even bother telling you when you contract expires you're lucky if you get an email from them asking to renew. Used to be that way when I was with AT&T/SBC/Whatever they are called today. It was the customers responsibility to keep track when their contract is up, one of the reasons why AT&T went flat rate no contract IMO.
--
"If it ain't broke don't fix it." |
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k7aab
join:2001-04-03
Granite City, IL
edit:
May 1st, @01:16AM
| reply to dslx_gm
comment retracted as I thought my service date was in may when my service actually started ... not my original install date when service wasn't up for another 3 weeks. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA | Did you speak with our customer service representative? They can verify when the email was sent out. |
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k7aab
join:2001-04-03
Granite City, IL | I can verify when it was sent out right here on my hotmail account |
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