Home » Creative Revolution » Actual Conversation with a Gigantic Cable/Internet Provider

Actual Conversation with a Gigantic Cable/Internet Provider

My bill went way up today, and I don’t like paying more for the same thing I was already paying less for. So I got on the Gigantic Cable/Internet Provider website and used their chat service, which allowed me to record everything that was said. I changed the names to protect the people who work for said Gigantic Cable/Internet Provider. Let me know what you think.

analyst Rep 1 has entered room

Rep 1: Hello Customer, Thank you for contacting Gigantic Cable/Internet Provider Live Chat Support. My name is Rep 1. Please give me one moment to review your information.

Customer: My Issue: My bill should be $79, but it’s $106. Why?

Rep 1: Hi! It’s great to have you in chat! I hope you haven’t waited so long to be assisted and that you are having a great day.

Rep 1: I know how important it is for you to know what you are paying for. I’ll pin point what the problem is, and make sure that this would be the last time that you would contact us about this. You’ve reached the cable troubleshooting and billing inquiry department. I’m sure we can work together to get this answered.

Customer: I’m having a great day, Rep 1.

Rep 1: I will go ahead and review your account for us to address this issue. Please give me a minute or two.

Rep 1: “Thank you for providing your account information on the chat initiation form. For security purposes, may I please have one of the following:• Account Number• Box Serial Number ”

Customer: XXXXXX

Rep 1: Thank you. New Charges Summary: Additional   Internet Services 7.00,

Rep 1: Sorry about that. Let me repeat it.

Rep 1:   Bundled Services 79.99

Rep 1: Additional   Internet Services 7.00

Rep 1: Partial Month Charges & Credits Changes were made to your account this month. See the following pages for more details.7.44

Customer: We haven’t changed anything about our internet services, just the cable.

Rep 1: Other Charges & Credits 6.99

Rep 1: Taxes, Surcharges & Fees 5.00

Rep 1: Total New Charges $106.42

Customer: When I switched to the digital upgrade promotion, the person I spoke with assured me that my monthly bill would continue to be $79 a month. That’s why I made that change.

Rep 1: Additional   Internet Services 7.00 has been charged ever since. This is the rental for the modem.

Customer: It was supposed to be a 6 month promotion.

Rep 1: The   Bundled Services Package is $79.99.

Customer: So why would they deceive me?

Rep 1: I am sorry for the possible misunderstanding with the representative. As you can see the package is $79.99 but the other charges are minimal charges for rental of modem which was already there before and taxes, which is government mandated.

Customer: I asked the representative what the bill would be, not how much the package cost. The consumer only cares about how much they will pay, not who gets what fees.

Customer: I was promised the bill would be $79.99 a month and it is $26.43 more than that. That is unacceptable.

Customer: I was paying $58.50 a month for 6 months for basic cable and internet, and then the promotion ended and the rate went to $79. This representative offered me the digital upgrade so I could watch my college football games, and I agreed it was worth $79 to me. But it is not worth $106.42.

Rep 1: I am sorry for the inconvenience. Would you like to change it back to the previous package you had before?

Customer: Will the bill be $58.50 a month?

Customer: We don’t even watch tv. I only added basic cable to lower the price with bundling.

Customer: So the way I see it, your company is asking me to pay $106 a month for internet and a couple of football games. That’s too high a price.

Rep 1: I can transfer you over to the Sales Department again for this. Would you like that?

Customer: Please do.

Rep 1: Okay.

Rep 1: I understand the urgency of your issue. However, this department handles cable troubleshooting and billing inquires. Please do not worry as we have a chat group that handles your request which is the Sales Department.

Rep 1: Are there any other issues that I can address before I transfer this chat?

Customer: No, thank you, Rep 1.

Rep 1: Good day! Please stay connected to the chat for the next available representative. It may seem like I have left the room. That is perfectly normal. Please wait for the next representative. Thank you for choosing Gigantic Cable/Internet Provider for your entertainment needs.

Rep 1: Please wait, while the problem is escalated to another analyst

analyst Rep 2 has entered room

Rep 2: Welcome to Gigantic Cable/Internet Provider Order Entry Department. Hi Customer, this is Rep 2. I will be glad to assist you with your concern.

analyst Rep 1 has left room

Rep 2: I can see here that you have a question about your bill. Is that correct?

Customer: I use Gigantic Cable/Internet Provider for internet. I was paying $58.50 a month on a promotion. When the promotion ended, the price went to $79, which I felt was high.

Customer: So I called and a sales rep said that if I added basic cable, the rate would drop. So I did that.

Customer: Then that promotion ended and the rate went back up. So I called again.

Customer: This rep said if I added digital the rate would still be $79, but now I could get the channels that have my football games. So I did that.

Customer: But the rate was not $79. It was $106 because of $26 in fees.

Rep 2: Let me check on your account.

Rep 2: Please provide me your account number.

Customer: I do not want to pay $106 a month for internet and two football games.

Customer: XXXXXX

Rep 2: Thank you for providing that information.

Customer: I want internet and I don’t think $79 a month is reasonable. What solutions does Gigantic Cable/Internet Provider offer?

Rep 2: Customer, I see here that your monthly rate is at $79.99 + $7 for modem rent + $3.67 for taxes. The current bill that you have now is at $106. 42 because it reflects the old rate before until the new promotion was applied.

Customer: So why are there $16 in additional charges this month? I paid the last bill on the due date and it was $79.

Rep 2: However after that bill the next bill will be at $90.66.

Rep 2: $7.44 on that bill is for the days that the old rate still applied in the billing cycle of that bill and there is a $6.99 fee for the upgrade made.

Rep 2: Your incoming bill on the next 5 months will be at $79.99 + $7 for modem rent + $3.67 for taxes.

Customer: I was not notified that there would be a charge for that. No service call was made.

Rep 2: I can transfer you to our billing team for applying credits on that upgrade fee.

Customer: If you can credit that $6.99 and the $7.44, and if the bill in future will remain at $90.66 with service as it is now, I would be satisfied.

Customer: The billing department transferred me to you.

Rep 2: You were transferred from cable support

Rep 2: Customer my access here does not have the option to apply credits.

Customer: And they did not explain the $6.99 and the $7.44 as you did.

Customer: If they can apply these credits, then please transfer me to them.

Rep 2: Customer, I will note here the issue that you were not informed about the $6.99 upgrade fee. However $7.44 is a valid charge on the account since it is for the days during this billing cycle that the old rate still applies.

Rep 2: Shall I transfer you to billing now?

Customer: If they can fix this, then yes, please.

Rep 2: Please wait, while the problem is escalated to another analyst

analyst Rep 3 has entered room

Customer: My Issue: My bill should be $79, but it’s $106. Why?

Rep 3: Hi, Customer!

analyst Rep 2 has left room

Customer: Hello, Rep 3. A lot of text to read here.

Rep 3: I understand that you wanted to know why your bill increased, is that correct?

Customer: Rep 2 explained it. However, Rep 2 said there was a $6.99 upgrade fee about which I was not notified when I agreed to the digital upgrade. And the sales rep (not Rep 2) who sold me on the upgrade assured me my next bill would again be $79, even after the upgrade, due to a promotion.

Customer: I told Rep 2 that I would be satisfied if your company could credit me the $6.99 upgrade fee and the $7.44 residual charge, as long as the bill stays at $90.66 for service as it is now.

Rep 3: I understand that you have questions with your bill. I appreciate that you raised this concern to me. I know how frustrating it is not have a clear picture when it comes to the services you’re being billed for. Let us work together to have your issue resolved.

Rep 3: To better assist you, do you mind if I ask you a few questions?

Customer: Sure

Rep 3: For security purposes, can you please verify your account number?

Customer: XXXXXX

Rep 3: Thank you for the information, Customer. Please give me 1 to 2 minutes to access your account.

Rep 3: Thank you for waiting.

Rep 3: Upon checking the account, I see here that you have a charge of $7.44 which is actually a charge for the services you have added.

Customer: Jennie, does your screen tell you how long I have been a Gigantic Cable/Internet Provider customer?

Rep 3: Yes, however the $7.99 charge is a valid charge since you made changes in the account.

Customer: So Gigantic Cable/Internet Provider would rather have a dissatisfied customer rather than credit that customer $14 for unusual charges, after said customer had been with them for four or five years? Is that how Gigantic Cable/Internet Provider feels about this?

Rep 3: This is a prorate charge of the service added from the 08/21 to 09/22.

Rep 3: I can credit the $6.99 charge as it’s a one-time fee.

Customer: Your sales rep did not mention there would be additional charges. I was very specific in asking about that.

Customer: I ask again, is that how Gigantic Cable/Internet Provider feels about long time customers?

Rep 3: Customer, I do understand how you feel.

Rep 3: However, this is a charge for the service that you have added from 08/21 to 09/22 which is not a part of the billing cycle.

Rep 3: It’s a prorated charge applied in the account.

Customer: Here is what I am seeing: Gigantic Cable/Internet Provider is perfectly happy to pay employees to spend 30 minutes telling customers No, when it would have been cheaper to say yes quickly and keep customers satisfied.

Rep 3: Customer, this is supposed to be a valid charge.

Rep 3: Since I value you as Gigantic Cable/Internet Provider customer, I will guarantee you that this credit you are asking for will be applied.

Customer: I understand what you are saying, Rep 3. But your sales person did not mention an upgrade fee or a pro-rated fee. They simply told me my bill would stay the same because of the change they offered to make, and so I agreed to the change.

Customer: You will be able to authorize the credit of $6.99 and the credit of $7.44?

Rep 3: Yes. Please give me 2-3 minutes to process the credit for a total of $14.43.

Customer: Thank you, Rep 3. I appreciate your efforts on my behalf.

Rep 3: You are most welcome.

Rep 3: Just to let you know, at the end of this chat there will be a short survey. I would appreciate it if you would take a moment to complete it so we can continue to improve the service we provide to you.

Customer: I will.

Rep 3: Thank you.



3 thoughts on “Actual Conversation with a Gigantic Cable/Internet Provider

  1. Wow, this sounds all too familiar. We have these problems here in Canada too. Just a few months ago I went through something real similiar. Makes me want to yell, but I didn’t. At least not till I got offline. ha!

      • They must all be trained at the same place the world over as mine had the same script! It does get kind of funny after too much of it. Then I just shake my head and wonder if I’m not really talking to the same person and they just changed their name. 😉

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