SBC Internet Services will not sell DSL without landline service here. I just need my bandwidth, I don’t need another phone number. (OK, it gives me something to plug my fax machine into.)
I was looking through my latest bill yesterday, when I noticed a $3 charge for long distance service. Now I expressly explained to the customer service rep that I wasn’t going to use this phone. All I need is the least expensive service just so they can turn on my high speed DSL. What is this $3 long distance charge for, I don’t use long distance on the landline and never intended to.
I call customer service and the friendly rep explains that this is the cheapest long distance plan they have.
What?
When did all long distance plans start with a monthly fee?
How did this get added to the cheapest-phone-service-possible-to-get-DSL?
Take that crap off of my plan, I never ordered it.
Did you review your service confirmation?
Yes, of course, I checked to make sure I was getting what I ordered… high speed DSL.
Well, the long distance plan was on there, sir. They must have just bundled it in with your original order.
I bet they did, didn’t they. Are you as a company in a habit of defrauding your own customers over $3? With all of the miscellaneous fees and taxes it would be very easy to hide $3 from 100,000 customers. You guys suck. If I hadn’t just paid $150 in modem and setup fees, I would cancel my service and find someone who doesn’t resort to fraud to make a buck.
I am very sorry sir, but did you read the service confirmation?
Yes I did, but not carefully enough. Please remove the charges and credit me the previous two months.
I’m sorry sir, we cannot back date the credits, you were provided with the services you ordered whether you used them or not.
OH NO! You didn’t just say that I ordered this long distance plan?
The conversation went downhill pretty fast from there. This is ridiculous.
Update
1/31/05
A few days later I followed up with online support through SWB’s web support tool. After a very brief explanation of the situation, my account was fully credited including the passed month’s bills. Why was that so hard over the phone?
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