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  • Original issue: How sad to see such a company fall so far. I have had this service for years and this week someone made a mistake and charged my account triple our monthly rate to pocket extra money by adding it on as One Time extra charges even though no extra services or equipment was received. While speaking to customer service I was told even though they can clearly see we did not receive anything extra to warrant charges they would need 72 hours to decide if I can have my own money back. After speaking to retention I was informed this is common issue due to malfunctions with their autobilling system. The retention rep Selena was kind enough to point out that any negative effects on my bank account are my fault for using their automatic billing system and that she is smart enough to not trust her own company's billing so this has never happened to her. Update: Sadly I never received an update as promised by customer service so I had to reach out myself again only to find out that they determined they will still be charging me for a 5 year old clerical error. When I asked for the issue to be escalated the uneducated rep said she "had to ax me what I meant." Do you only hire high school drop outs? That is incredibly unprofessional. Not only could they not fix their own mistake but they couldn't even send me a modem since I was being charged for one.
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