About three weeks ago my cable wasn't working. Tried resetting the box, but that didn't work. Called them up to ask what was going on and they said that there appeared to be outages in the area and it should be fine in another hour. Waited a couple hours, then my phone and cable weren't working. Called back. Eventually someone told me that our latest payment had been returned so they did a "soft disconnect" of our services. Why didn't someone let me know my payment was returned? Good question, I'm not sure. So I told them I'd make the payment again right now, since I saw that it wasn't deducted from my account, and they restored service. Annoying, but nothing beyond the normal TWC idiocy so far.
Ten days later I get a knock on my door. It was TWC saying they were there to do a "hard disconnect" of my services.
It says you have a payment past due.
I paid that 10 days ago.
Umm, ok, let me make a call.
While he was talking to someone on his phone I pulled up my bank statement showing that TWC had withdrawn the payment from my bank. So he tells the person on the phone that he's looking at my bank statement and they've got the money. He then tells me that it's a good thing I was home, otherwise they would have disconnected my service.
So a couple days later I call TWC to ask them why the hell they are trying to disconnect my service when I've paid. I also checked on my bill and found that they added $39 in disconnection and reconnection fees. I was on the phone for over an hour, spoke to six different people, and no one could explain what had happened. They each proceeded to tell me that I had a payment returned though. Twice I asked to talk to supervisors and each time I was transferred back to the main line. I finally got a national customer service person and she said she'd have someone call me back. No one called back.
So a couple days ago I called back. Miraculously I reached someone who was helpful. He said, yes, I see that you paid and that they shouldn't have added any fees, I'll take those off. He did so. However, he said I needed to talk to someone else about one of the $6 fees that had been added, so he transferred me. This person was a complete idiot.
How will you be paying?
Um, for what. I just got sent here for you to credit my account?
Ok, how will you be paying your bill?
I'm not paying a bill, I'm supposed to get a credit.
One moment, I need to look at your bill. Yes, you are past due on your account.
No I'm not. I paid, it was returned, I paid again, it was processed. That was two weeks ago.
Let me look at your bill again. Yes, you are past due.
This went on for about 10 minutes.
I spent about 3 hours on the phone and talked to at least 10 different people in all this time. I may have gotten everything credited, but I'm not sure.
Directv, here I come.