bad billing practice in DSL Extreme http://www.dslreports.com/forum/r20371867 en Thu, 21 Aug 2008 05:13:43 EDT Thu, 21 Aug 2008 05:13:43 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414389 k7aab : okay, I thought I was billed for the month to month rate for 4/1 and on .. that explains it .. would be nice to get that reminder earlier than so people on paperless billing are informed before the month to month charges.]]> http://www.dslreports.com/forum/remark,20414389 Thu, 01 May 2008 00:42:54 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414344 dslx_gm : Hi Collin,

Thanks for sending over your information. I took the opportunity to review your account. Your activation date was 4/16/2007. Based on what you showed above your email was sent out on 3/16/2008 or 30 days before your contract is going to expire.

Your account is on email billing. Since your bill is due on the first of the month, we must generate and email you a bill for the next month in the previous month. For example your bill for service between April 1st and May 1st is generated in March and sent to you. That gives you an opportunity to send in your payment prior to April 1st.

When the bill was generated for April services you were charged at the promo rate between 4/1 and 4/15 and at the month to month rate between 4/16 and 5/1.

If you have any questions feel free to give our customer service team a call at 800-774-3379. They would be happy to review it with you over the phone. The system did in fact email you and process your invoices properly though.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews. ;)]]> http://www.dslreports.com/forum/remark,20414344 Thu, 01 May 2008 00:30:00 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414229 k7aab : DSLExtreme - Your Contract is Going to Expire - Renew Now!
From: DSLExtreme (noreply@dslextreme.com)
Add contact Add contact
Sent:
Sun 3/16/08 1:27 PM
To:
k7aab

I was charged before this was sent and renewed here

DSLExtreme Order #318182
From: DSLExtreme Online Order (online_order@dslextreme.com)
Add contact Add contact
Sent:
Fri 3/14/08 3:35 PM
To:
k7aaab@

and paid the whopping fee before that.. Funny thing is my service really didn't start last year until a month later (May) because all the trouble I had with AT&T.]]> http://www.dslreports.com/forum/remark,20414229 Wed, 30 Apr 2008 23:59:35 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414197 k7aab : I can verify when it was sent out right here on my hotmail account]]> http://www.dslreports.com/forum/remark,20414197 Wed, 30 Apr 2008 23:52:44 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414038 dslx_gm : Did you speak with our customer service representative? They can verify when the email was sent out.]]> http://www.dslreports.com/forum/remark,20414038 Wed, 30 Apr 2008 23:24:12 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20414017 k7aab : 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.]]> http://www.dslreports.com/forum/remark,20414017 Wed, 30 Apr 2008 23:18:42 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20403142 Lanik : 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.
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"If it ain't broke don't fix it."]]> http://www.dslreports.com/forum/remark,20403142 Mon, 28 Apr 2008 23:39:16 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20403059 deblin :
said by splash100 See Profile :

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.
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Hello...is there anybody in there?]]> http://www.dslreports.com/forum/remark,20403059 Mon, 28 Apr 2008 23:24:56 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20401117 Okman : 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!]]> http://www.dslreports.com/forum/remark,20401117 Mon, 28 Apr 2008 17:05:23 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20399909 dslx_gm : 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. ;)]]> http://www.dslreports.com/forum/remark,20399909 Mon, 28 Apr 2008 13:43:50 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20398127 Okman : 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.]]> http://www.dslreports.com/forum/remark,20398127 Mon, 28 Apr 2008 03:39:42 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20376795 TE :
said by splash100 See Profile :

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 ????]]> http://www.dslreports.com/forum/remark,20376795 Wed, 23 Apr 2008 21:26:11 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20374398 dslx_gm : 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.]]> http://www.dslreports.com/forum/remark,20374398 Wed, 23 Apr 2008 13:41:12 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20374211 splash100 : 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.]]> http://www.dslreports.com/forum/remark,20374211 Wed, 23 Apr 2008 13:09:38 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20374139 dslx_gm : 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. ;)]]> http://www.dslreports.com/forum/remark,20374139 Wed, 23 Apr 2008 12:55:17 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20373603 splash100 : 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.]]> http://www.dslreports.com/forum/remark,20373603 Wed, 23 Apr 2008 11:21:47 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20373422 splash100 : 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!]]> http://www.dslreports.com/forum/remark,20373422 Wed, 23 Apr 2008 10:44:40 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20372428 dslx_gm : 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. ;)]]> http://www.dslreports.com/forum/remark,20372428 Wed, 23 Apr 2008 02:16:19 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20372102 sashwa : Splash, I sent on your information to George.]]> http://www.dslreports.com/forum/remark,20372102 Wed, 23 Apr 2008 00:20:22 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20372075 anon : [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]]]> http://www.dslreports.com/forum/remark,20372075 Wed, 23 Apr 2008 00:18:03 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20372086 Lanik : 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.
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"If it ain't broke don't fix it."]]> http://www.dslreports.com/forum/remark,20372086 Wed, 23 Apr 2008 00:16:26 EDT Re: bad billing practice http://www.dslreports.com/forum/remark,20372004 dslx_gm : 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. ;)]]> http://www.dslreports.com/forum/remark,20372004 Tue, 22 Apr 2008 23:57:47 EDT bad billing practice http://www.dslreports.com/forum/remark,20371867 anon : 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,]]> http://www.dslreports.com/forum/remark,20371867 Tue, 22 Apr 2008 23:32:58 EDT