dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to splash100
Re: bad billing practice
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
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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
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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. |
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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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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.
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Hello...is there anybody in there? |
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