To Whom It May Concern,

I am a relatively new customer of yours. I have all of your services – telephone, Internet, television and mobile phone – and have had nothing but problems since I received the service 6 months ago. I love the channels I have, the speedy Internet service and the telephone services, what I do not like is all of your hidden fees, dishonesty and the impact you have on my pocket book.

Let me back track to my first ever bill from you. When I signed up for the service, all connection and activation fees were waived. I was told I would only have to pay for the service, and that is it. Well, unfortunately, that isn’t the case. I was charged a $100 connection fee for my TV and $95 for a phone jack that I had no knowledge of you installing! I called your billing department and talked to 3 different men before both charges were waived. Well, for that month anyway.

The next month, that pesty $95 phone jack charge was back! How could this be? Apparently 2 phone jacks were installed without my knowledge. Sneaky, sneaky technicians. After 3 yelling matches and a rather stern “I’m going to cancel your service”, one very kind lady heard what I was saying and waived the fee.

Fast forward to 1 month ago, my cell phone mysteriously just stops working. I call your technical department and apparently someone using my name changed all of my information by telephone. How is this possible I ask, I receive this answer (Yes I wrote it down). “It’s rather quite easy, we ask your name, and your phone number and then you just tell us all your new information.” How does that make sense?! I was furious and enraged when I was told this. There needs to be more security enlisted when it comes to changing someones account!

After I had this disaster fixed, it wasn’t but one day when my cell phone stopped working yet again. I called yet again, talked to 4 different people, until, finally, someone discovered a lock on my account because of the change of phones. A little late, don’t you think? I had to reactivate my phone completely, missing an hour of work because of your mess up. I was told that I would not be charged for activation, but look on my bill. Another bogus charge, but I got that fixed pretty quickly.

Now last night at 10pm, I received an email stating my balance for this month. $354.98. How is this possible you ask? Well you charged me $75 dollars for a service call that I was told wouldn’t be charged because your technicians messed up when they installed my satellite. How did they mess up? They used the existing 10 year old cable cords that were completely useless. No wonder I would lose service on a sunny day.

So I called today, twice. The first time, a rather rude lady told me that nothing could be done, and hung up on me when I was trying to explain to her that I would fax her the receipt that stated: “All charges to be waived due to previous technician error.” This receipt was also signed by your technician. The thing that floors me is you can even listen to the tapes. I never once raised my voice, never once swore and never once was rude. In fact, it was your telephone lady who was rude to me.

An hour later, I called back again. I said to a new lady, Jean, everything I wanted to say to the first lady, and she fixed the problem. No questions asked.

Why is there such an issue with your company? Why do you train your employees to be dishonest, sneaky, and rude? That’s all I want to know.

Sincerely,

Shianne

P.S. You should really mail out a manual that enlists every single bogus hidden charge that you fail to mention to your customers. I think it would really open up people’s eyes when they see how truly terrible your service is.