Forgive the wall of text. I'm so frustrated right now I can barely think. A little backstory:
Last month I called Suddenlink to discuss a past due amount showing on my bill. This confused me since I was not past due on my bill. I was told by the rep on the phone that the past due amount was actually not a past due amount, but a charge for exceeding my data cap. I thought "Ok, I know that I've used a lot of data the past month getting my new pc set up, but we're allowed three overages and my previous bill said that I had went over for the first time, so this should be the second."
After confirming that my bill said it was the second time that I'd been over, and wouldn't be charged until a third time, I informed the rep that the charges were incorrect and I'd like them removed. The rep informed me that there was absolutely no way to remove them, that they didn't have access to that part of the billing system. She then told me that if I was going to ignore the overage warnings that I should expect to pay for the data usage.
I'd received zero notifications that I gone over my data cap, other than the statement on the bills that I'd received. I informed her that I've never received any notifications, and she told me that I'd had to enter my account number into my web browser and notify it how I'd like to receive future notifications, or my internet wouldn't be working. I explained to her that what she stated had never happened to me. She was insistent that it had. When I asked her if I had to have done that or I wouldn't have had internet access, then please tell me how I chose to be notified of future data allowance overages, and she couldn't. Hmm. Apparently this notification that I just HAD to have gotten, which wouldn't let you access the internet until you filled it out fully, wasn't filled out, yet I still had internet access. The explanation: I never got the notice. I asked to speak to a supervisor.
After going a few rounds with the supervisor about not receiving the notices except on my bills, and pointing out to him that I have internet access, yet you guys don't have a method of contact about future overages, which is a requirement to have internet access again, he saw my point. How did I have internet access if I didn't fill out the method of contact, which was required to get internet access after your first overage? He said he'd forward it up the chain and try to find out why I didn't receive the notifications. I then had him bring up my last few bills so that he could see exactly what I was seeing, he agreed to remove the charges from the bill, as my bill had stated that I'd only been over twice.
We discussed data caps. We don't have cable TV, and my fiancee marathons Netflix, so I wanted to have a higher cap. The supervisor explained to me that if we upgraded from 75mbps to 100mpbs that our data cap would go from 350gb/month to 500 gb/month. 500 gb/month seemed to be a little over our usage, but better safe than sorry. We made the upgrade. Before we got off the phone, I reiterated our new data plan with him. I specifically asked "So, we have 100mpbs now, which comes with a 500gb/month data cap, correct?" He assured me that this was the case.
Now we're current. Today I checked out usage for last month, and we came in under the cap. I checked out usage for the current month, and lo and behold our cap is 400gb/month. This absolutely shocked me as the supervisor (I'm fairly certain his name was David, from the WV call center) had confirmed that our new data cap was 500gb/month.
Another call, and the rep just kept parroting that the 100mpbs package has a 400 gb/month data cap, not the 500gb/month data cap that I was offered, accepted, and confirmed. Of course the supervisor I spoke to wasn't at work, so I couldn't speak with him.
I'm so fed up with Suddenlink at this point, but they're currently the only game in town. CAS Cable cannot expand to Belpre fast enough. If there was an alternative, I would have cancelled the service on the spot when the rep told me that my cap was 400gb/month and could only be changed by upgrading my speed. Again. From this point forward, every call I make to Suddenlink will be recorded.
