My Complaint is how customer service has handled my situation....All I wanted to do was to have my telephone service and DSL restored and remain a MCI customer. My first called(Sept 2nd, 2004), I asked what I needed to pay to have my service restored. I made that payment and I was told I would have service in 72 hours.
After 72 hours, I didnt have service. I called back, customer service saw my payment and said my lines were unblocked and ran line test. Customer service had me un-hook my phone for 15 minutes and called me back checking the lines. The conversation ended with them sending someone to my house to check my outside line.
The next day I called to check status. Customer service tells me that I have a block on my local services because I have an outstanding balance of about $94.00(Why didnt they tell me this, Sept 2nd.) I asked what I needed to pay to have my service restored. I was quoted about $34.00. I made that payment and I was told I would have service in 24 hours.
24 hours later, I didnt have service. I called back, customer service saw my 2nd payment and said my services wouldnt be restored until I paid my balance in full(Why didnt they tell me this before). I asked what I needed to pay to have my service restored. I was quoted about $55.00. I made that payment and I was transferred another department that told me I needed to pay an additional $98.00 to restore my service. That was the finally draw.
I called today, now they are telling me that I owe them $158.42 for DSL equipment(Why didnt they tell me this before.)
After 2 weeks, I have no phone.
This is the letter sent to head office........
To Whom It May Concern:
Iím very pissed off with the customer service provided. Iíve been getting the run a round since Sept 2nd. I called Sept 2nd to have my phone services restored. I recently started working again and had the finance for the phone bill. As of Sept 2nd, I called asking the minimum amount needed to have service restored. The young lady I spoke to quoted me $323.01. I said letís pay this amount and she assured me that I would have service in 72 hours.
I called back about Sept 8th inquiring about the service being restored. I was informed that the block was lifted and that service should have been restored. They ran test on my lines and even had me unplug all my phone lines. Unfortunately, I was given the run a round again because of the department I needed closed at 5:30pm. So the next day I called and was informed that they were sending someone out to my home to check the outside lines. And that I should check back with you the next day.
The next day I called back more problems persisted. Now Iím hearing that I need to pay about $94 to connect my local services. I explained to her the original conversation I had with my $323.01 payment. She read the notes and explained my line was never disconnected (since I was a MCI customer for over 6 months) and too restored service I had to make another payment. Again, I asked what was the minimum I could pay to restore service; she quoted me about $33 dollars. I made this payment and I was told that service should be restored within 24 hours. The next day was given a run a round again. I was told that payment hadnít post and I probably wouldnít get service till the following Monday.
Today is Monday and I really feel like Iíve been screwed by MCI. I called to check my status of service. I was told that service wouldnít be restored until full payment was received. Being so frustrated, I asked to speak to a supervisor. A supervisor comes to the lines and as calmly as I could, I asked her ďCan you please help me restore my phone services.Ē She explains that to restore service, make a payment of $55.66.Ē I made this payment hoping everything was taking care of. I get transferred to another department for what Iím hoping is to restore service. The young lady come on the phone and says ďMr. Richardson, to restore your service, you need to make a payment for $98.00 and itís going to take about 30 days to reconnect.Ē
That was the finally draw. I couldnít take dealing youíre your reps @ MCI..
Why couldnít this been explained to me from the beginning? I have been trying since September 2nd to fix this problem.
I feel like Iíve been hustled because the balance is paid, but I have no service.
I feel used because I did everything I was told to do by customer services reps, but I have no service.
This letter needs to reach the appropriate authority or upper management and I want someone to respond to my letter. If this is how you treat your customers, then I think the word should be spread of how MCI treats their customers.
I can be reached at: 703-655-6627 Cell, 800-974-9881 x 243 Work
You prompt respond is highly requested. Iím going to start with a fax. It this doesnít work, I will mail this letter. It this doesnít work, Iíll let my lawyer contact you.
In the meantime, I have no phone because I canít wait an additional 30 days for a company thatís wasted two weeks of my time already.
I mainly chose MCI Neighborhood for the DSL service. As soon as it became available in my area, I added it to my plan.
Please contact me.
1st Attempt to Contact MCI 9/13/04 Fax 800-366-3122
2nd Attempt to Contact MCI 9/15/04 1-800-264-5923
3rd Attempt to Contact MCI 9/15/04 firstname.lastname@example.org
4th Attempt to Contact PO Box 4600, Iowa City, Iowa 52244-4600