I have Bright House Networks RoadRunner cable internet service. I've had them since June, when I moved in to this house.
I've had technical problems with my service non stop (packet loss, limited bandwidth, full outages, etc). I've had countless billing problems on their end. I've had to have the equipment re-installed three times. They somehow managed to leak critical financial information, too (no security, seriously). They've missed their appointments three times, too. I've even had to claim damages to the house due to their sub-par installation jobs (they left a big hole in my wall when they accidentally broke through it).
Well today, some guy from Bright House came over to tell me that if I didn't pay the outstanding balance immediately, that the service would be terminated. I was surprised, because I've been using the auto-pay feature. I was also surprised that I never received a phone call, email, or letter regarding the failed payment. But I did pay; I showed him my credit card statements, showing that I did in fact pay. He said there was nothing he could do. So, under duress, I paid the outrageous amount of money, only because I couldn't afford for the service to be down.
I called and tried to figure out what had happened. They told me that my credit card payments have been declined ever since June. I told the lady that it's simply not possible; how would I have just paid November's bill if my payments have been declined ever since June, on top of the fact that my statements clearly show payments to Bright House?
She didn't care. She kept blaming everything on me. I asked to have the call escalated and she refused. She continued trying to explain to me that I didn't pay the bill since June, that "that's what the system showed me." I told her I don't care what the system is showing her, that there's obviously an error. She told me "our automated system is very good and it can't make things up." I told her I'm a software engineer, know how to design those systems, to cut the crap, don't talk down to me, and escalate the call like I had requested. She still refused to escalate the call!
At this point, I pretty much cracked. I lost it. I have never been this pissed off with a customer service agency in my life. I said to her "the next voice I hear on the phone better be your supervisor. If not, I'm going to hang up, order FiOS service from Verizon, then cancel my account with Bright House." Guess what? She refused to escalate the call. I said "Okay, I'm done wasting my time with you and your pathetic service. I'm done. I'll call back when FiOS is installed in my house."
Well then I called Verizon to order the new service. And because the world hates me, my house seems to be the only house in Tampa that they don't provide service to. Nobody offers DSL here, either. I literally have no other option other than Bright House.
WTF am I supposed to do? This is ridiculous... I can't even cancel the service because there's literally NOTHING else to switch to!
I've had technical problems with my service non stop (packet loss, limited bandwidth, full outages, etc). I've had countless billing problems on their end. I've had to have the equipment re-installed three times. They somehow managed to leak critical financial information, too (no security, seriously). They've missed their appointments three times, too. I've even had to claim damages to the house due to their sub-par installation jobs (they left a big hole in my wall when they accidentally broke through it).
Well today, some guy from Bright House came over to tell me that if I didn't pay the outstanding balance immediately, that the service would be terminated. I was surprised, because I've been using the auto-pay feature. I was also surprised that I never received a phone call, email, or letter regarding the failed payment. But I did pay; I showed him my credit card statements, showing that I did in fact pay. He said there was nothing he could do. So, under duress, I paid the outrageous amount of money, only because I couldn't afford for the service to be down.
I called and tried to figure out what had happened. They told me that my credit card payments have been declined ever since June. I told the lady that it's simply not possible; how would I have just paid November's bill if my payments have been declined ever since June, on top of the fact that my statements clearly show payments to Bright House?
She didn't care. She kept blaming everything on me. I asked to have the call escalated and she refused. She continued trying to explain to me that I didn't pay the bill since June, that "that's what the system showed me." I told her I don't care what the system is showing her, that there's obviously an error. She told me "our automated system is very good and it can't make things up." I told her I'm a software engineer, know how to design those systems, to cut the crap, don't talk down to me, and escalate the call like I had requested. She still refused to escalate the call!
At this point, I pretty much cracked. I lost it. I have never been this pissed off with a customer service agency in my life. I said to her "the next voice I hear on the phone better be your supervisor. If not, I'm going to hang up, order FiOS service from Verizon, then cancel my account with Bright House." Guess what? She refused to escalate the call. I said "Okay, I'm done wasting my time with you and your pathetic service. I'm done. I'll call back when FiOS is installed in my house."
Well then I called Verizon to order the new service. And because the world hates me, my house seems to be the only house in Tampa that they don't provide service to. Nobody offers DSL here, either. I literally have no other option other than Bright House.
WTF am I supposed to do? This is ridiculous... I can't even cancel the service because there's literally NOTHING else to switch to!