Getting billed for what was promised free in a retention deal

  • Thread starter Thread starter Ex Agent EV
  • Start date Start date
Hi all,
I've been a BEV customer for 5 years - With 3 purchased receivers. I was unhappy with my service, in that I would often lose signal for hours at a time, due to a shoddy installation... So I was considering cancelling my service unless I could get some sort of deal that justified continuing with BEV.

Here's what I was offered to stay:
9200 receiver rental for 12 mos, 6 mos free HD programming
and the technician would come out to resolve my signal problem...
I would get charged $179 on my credit card, which I was told would be credited to my account within 6 weeks.

I agreed to this, got the agent's name and employee #. Tech came out, brought the 9200, twiddled with the dish and everything is happy with my signal and service again. He had me sign the receiver rental contract, at which time I asked him about the rental credit and he said any credits would take place through my account..

Then my bills came... I am being charged the $20 rental, $10 for HD Value Pak. AND my credit card was charged for $319.05?!?! I did receive a $100 "All-in-One HD Activation Credit"... So I'm assuming this brings it down to the $179 + tax. I'm not sure though...

It has been 12 weeks since and I have not been credited anything else back to my account.

What is the best strategy to take to fix this situation?
Thanks
 
x2

Make sure you clearly explain everything you have, everything you want (been promised) and what the difference is. It also helps to tell them you won't pay your bill until they invoice you properly (a legal right for customers in Qu
 
Sadly enough this happens all too often. Calls to customer service probably won't go anywhere. There is an e-mail address that others have used and gotten some results. (I can't remember what it is though)
You could always go through your credit card company to have that part resolved, if it is not already.

Good luck.
 
Gimli if you do that at 60 days they wil charge you an administration charge of 25$,which of course you could debate and get credited for. At 75 days late they will disconnect you account. A simple call and a promise to pay will get the account reconnected. They might disconnect again at 90 days. At a 105 days you account will be close and at that time they won't reconnect until they get a payment cashed already.

All that will also affect you credit records...

The best way is still to call and try to get it sorted out with an agent. Remember they can not apply credit right away. Credit request take 3-6 weeks, but usually when it is accepted agent see the credit 3-4 days after they hae been requested. Always make sure you get the name, employe number and 3 digit code of the agent that would appear next to the note on the acount. aLso write down the date and time of the call in case he agent doesn't put a note. With that info supervisors at the call center I was were able to go back in the system and listen the call if it was with an agent whithin our call center.

If you are still unhappy with the response ask for a supervisor...he woudn't be able to apply credits faster than the agent, but if your request could provide you with a personnal follow up and give you a call as soon as the credits are applied
 
For the credits that does not appear on your bill any CSR picking up th call would be able to request it. This promo is called Nmiq 2 free upgrade.

For the 20$ rental charge since this a retenton offer they would have to transfer you to the retention departeme and the retention departement will have to fix it.
 
Well, they never disconnected me and they refunded every late fee they illegally charged me, as they as LEGALLY OBLIGATED TO DO IN QU
 
Customer service is closed on weekends/holidays, tech is open but you might get transferred to India (seriously).
 
Customer service is open on Saturdays, but closed on sunday and holidays...

If you select the options for tech they are open 24/7, have all the applications to request it, but won't be able to transfer you to retention to apply the deal for the rental cost. As the previous person mentionned you might end up being transferred to India. To avoid that (and I can now say it since i'm no longer an Agent) select French as the language. Your call will then be forwarded to one of our Montreal call center. All Express Vu agents speak both official language (French and English) and will therefore be able to help out

If I were you I would call Wednesday only, Tuesday will be a very busy day since offices were closed for 2 days, wait time will most probably be very long. You have to call before 8PM cause the retention office closes at 8PM. That is Eastern standard time. They will able to do it all on that call and give ou the necessary confirmation number. Make sure to say you request it retroactively and to put it in the request that you want it retroactively.

Good Luck!
 
Are you saying that it is expressvus policy to ignore the customers Online efforts to
The first email will not solve everything but expressvu will not ignore the email because the want to follow its policy (you say ) to charge a fee and disconnect the customers account.
The email will start the ball rolling without spending time on the phone.
I don't think they would rather disconnect customers than dialog with them. Expressvu want their agents to have more common sense than that.
 
I had to read this a couple of times.....lol

Why on earth would you put up with problems due to a "shoddy Installation" for "5 Years" before complaining....??????

That just has to be one of the best opening sentences I have seen for a while.........
 
Ok, thanks everyone for the advice.

I called tonight and spoke to a very helpful CSR who seemed very thorough and took the time to ensure that everything was logged properly. She gave me reference numbers, her name and employee # and I feel confident that things were taken care of properly. Only time will tell if the credits are all applied properly.

She also told me that there were no notes on my account about the previous call. She is sending "a coaching note" for the other employee. My previous call I had the sense that he was rushing through, just trying to sell the service with no consideration for me as a customer.

She said that I would need to fax my credit card statement in order to fix the charge that was billed to it. She says because I was an existing HD customer, I should only have been billed $100, not the $179 I was told, and certainly not the $319.05 I was billed!!

I'll post the results when I get them.
 
We thought it was weather related as it almost always happened during rain/snow/fog... but it seemed like it was worse than it should be. Turns out the thing wasn't pointed right, and I was only getting about 65% signal strength on a clear day.

It was one of those things where it was more of a nuisance than anything else - and my life isn't all about my television, so we lived with it.

Thanks for your constructive comments anyway. Good way to make a new member feel welcomed.

To the others who have helped with my actual problem instead of putting me down, I do appreciate it and will call them on wednesday.
 
It is plausible that the dish moved a little bit over the five years, shoddy installation or not. It doesn't take much to have the signal drop a few percent. I suspect a phone call to BEV when this was first noticed, and a service call by a tech, would have saved a whole bunch of aggravation.
 
Installation is warrantied for 3 months...during that time it is important if you have any concerns to call and ask about it, cause after that period you would have to pay if you need a tech.

Plexus when a CSR activates a receiver he should alway verify the signal. If it is under 75% he shoudn't activate the receiver. At 75% your reception shoudn't cut much... Unfortunatly not all reps follow the call script and often they skip the signal part...
 
It's nice to hear that they do infact have helpful CSRs. God knows I've never spoken to one. Hopefully everything it corrected...
 
Don't worry Plaxus, you are not being bashed
It is quite possible that a poor installation wouldnt be noticed (low signal)
If you only watched a few hours a week, it is possible, that it only went down during poor weather, when you were not watching
Thankfully you were smart enough to get tech ID's, so you can give that to them, and hopefully they will get the CSR/Salesperson some "coaching"
Good luck getting the money back, I hope you will get it, but I think it will be close to Christmas
 
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