This reader, snipped-for-privacy@hotmail.com , I am sure thought he would save time and effort by dealing with SBC via email. Such was not the case, as you will find out by reading through his various email correspondence with the company, and their non-committal replies. I can tell you, from my own experience with SBC, that they tend to say one thing, and do another. It happened to me a few times also; a rep makes one claim, then later a totally different result. I will not trouble you with all my experiences with SBC, but this reader will describe his experience with SBC's long distance service. PAT]
=============================== (now our reader begins)
The fact that I can hold 2 e-mail conversations with the same company and get different results should show how incompetent they are. They increased my monthly amount without telling me. I switched calling plans in August, because the plan that I was on had an increase in its rate. When I switched, they notified people who were customers 2 days before I was. Is this legal?
[TELECOM Digest Editor's Note: The correspondence begins with an explanation by SBC for some action taken. PAT]
Greetings,
Thank you for your recent email.
We would like to extend our sincere apologies for the problems you encountered. That information in the previous email was taken directly from your July 28, 2005 statement. It is our goal to provide excellent customer service. We are sorry if we did not meet that objective. If you would like it removed please let us know by emailing or calling the customer care center. The plan in question was another plan that also changed, no notice was sent of this change because you had changed plans after the notice of your original plan was changed. Please let us know if you are still having issue with your long distance plan.
Customer Care Center:
1-800-924-1000 Hours of operation: West - Monday - Friday 7:00 am - 9:00 pm Saturday 8:00 am - 5:00 pm Pacific
Southwest - Monday - Friday 7:00 am - 9:00 pm Saturday 8:00 am - 5:00 pm Central
Midwest - Monday - Friday 7:00 am - 9:00 pm Saturday 8:00 am - 5:00 pm Central
Thank you for choosing the SBC family of companies. We value your business and continued loyalty.
If this response does not address your concern, please reply directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
Additionally, you may reach us by phone. Visit
Regards,
Your SBC Customer Service Representative
NOTICE
Based on the information you provided, our understanding of your request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
SAFETY TIP
The SBC companies care about your Internet safety. Since even familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
===========================
[TELECOM Digest Editor's Note: Now he responds to SBC, quoting parts of his original letter. PAT]
On Mon Dec 05 11:57:29 PST 2005,wrote:
This never printed just like someone else said in a different e-mail.
> I have 2 threads going with you on this topic. The text below never
> printed on any of my bills.
> snipped-for-privacy@txmail.sbc.com wrote: Greetings,
> Thank you for your recent email. We are pleased we are able to
assist you with your inquiry. We apologize for the inconvenience of not giving you the answer you were looking for.
Effective October 12, 2005, the name of the JustCall (sm) 60 long
distance price plan was changed to "JustCall (sm) 100", and the number of nationwide direct-dialed minutes will increase from 60 to 100 per month. The monthly recurring charge will increase from $3.00 to $6.00 and the per minute rate will increase from $0.07 to $0.09 for calls beyond the 100 minute block. This plan will also no longer be offered, however, until the plan is discontinued entirely, you may keep it unless you move or change service. Doing so will result in your being asked to select another long distance price plan. For more information or to discuss other long distance plans, please refer to the phone number on the front of your bill.
Thank you for choosing the SBC family of companies. We value your
business and continued loyalty.
If this response does not address your concern, please reply
directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
formatting link- Find answers fast to your questions about our
SBC products and services.
formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
formatting link- To review the SBC products and services to which you've subscribed.
>formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
Additionally, you may reach us by phone. Visit
Regards,
> Your SBC Customer Service Representative
> NOTICE
> Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
SAFETY TIP
> The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
(c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: He writes to SBC again and complains that they _still_ are not adressing his original questions. PAT]
On Fri Dec 02 17:25:07 PST 2005:
>> If you look at the text below, that doesn't talk about the plan in
question. That is the plan I left because of the $2 fee. Where does it state an increase in my plan that I cancelled yesterday from $3 to $6? This month's statement had a $6 plan. Where does your text mention $6?
> snipped-for-privacy@txmail.sbc.com wrote:
> > Greetings,
> > Thank you for your recent email.
> > I understand your concerns regarding the increase to your SBC Long
Distance calling plan. Your 7/28/05 SBC billing statement included the following message under the SBC Long Distance portion of your bill regarding the recent long distance increase:
> "Your Rates, Terms or Services Have Changed:
> > Effective September 12, 2005 the
> > Long Distance III -- JustCall Standard
> > calling plan will have a recurring monthly charge
> > of $2.00. The domestic direct-dialed per minute
> > rate for this plan will remain $0.10 per minute.
> > This plan is no longer available for sale,
> > however until this plan is discontinued entirely,
> > you may keep this plan until you move or change
> > your service, at which time you will be asked to
> > select another long distance price plan. SBC has
> > a variety of plans available. If you would like
> > to discuss other long distance calling plans,
> > please call 1-888-617-2253. Thank you for
> > choosing SBC Long Distance."
> > Our records indicate that this billing statement is still available
online for your viewing. To view the details of your 7/28/05 bill:
> 1. Log in to your MySBC eBill(SM) account at
> 2. Click on View My Bill under Current Bill Summary.
> > 3. Select the month you wish to view from the pull down menu at
> > the top of the page.
> > Thank you for choosing the SBC family of companies. We value your
business and continued loyalty.
> If this response does not address your concern, please reply
directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
>formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
>formatting link- Find answers fast to your questions about our
SBC products and services.
>formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
>formatting link- To review the SBC products and services to
which you've subscribed.
>formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
> Additionally, you may reach us by phone. Visit
> Regards,
> > Your SBC Customer Service Representative
> > NOTICE
> > Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> SAFETY TIP
> > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
> (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: Let's try it again, shall we? PAT]
> On Fri Dec 02 11:52:08 PST 2005,wrote:
> > > When was I informed about the rate increase? Please show me which
statement this was on. Can a live person give me an honest answer? 3 phone calls and 2 e-mails later, still no one competent has responded to my question.
> > You can adjust your rates, but you also need to inform your
customers about the increase. I joined the plan after you sent out the information.
> > snipped-for-privacy@txmail.sbc.com wrote:
> > > Greetings,
> > >
> > > Thank you for your recent email.
> > > We would like to extend our sincere apologies for the problems
you encountered. It is our goal to provide excellent customer service. We are sorry if we did not meet that objective.
> > We appreciate your inquiry about our rates. SBC companies have
been proudly serving its customers for more than 125 years. Like any business in a highly competitive industry, we occasionally adjust our rates to ensure that we are aligned with current market conditions. Factors in our pricing decisions include our costs of doing business, the value our services provide, and our need to invest in the future.
> > Please don't hesitate to email us again if there is anything else
we can do for you. Thank you for taking out the time to email SBC. We definitely value your business.
> > If this response does not address your concern, please reply
directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
> >formatting link- A self-help resource for your residential
or small business repair questions.
> >formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
> >formatting link- Find answers fast to your questions about
our SBC products and services.
> >formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
> >formatting link- To review the SBC products and services to
which you've subscribed.
> >formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
> > Additionally, you may reach us by phone. Visit
> > Regards,
> > > Your SBC Customer Service Representative
> > > NOTICE
> > > Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> > SAFETY TIP
> > > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
> > (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.
> > > On Fri Dec 02 06:48:00 PST 2005, wrote:
> > > > I make less than 60 minutes of long distance calls per month.
> > > > When I first received telephone service, I chose AT&T. They
> > > > offered me a plan that had no monthly charge. I would buy calling
> > > > cards at Sam's for less than 4 cents per minute.
I had AT&T for 2 years, was never charged a dime. AT&T then instituted a $5 monthly minimum. I have SBC local service. At the time, SBC was entering the long distance market. They offered me a plan that also had no monthly charge. This worked for about a year. The promotional period, which I was not warned about, ran out. I called them and they had another plan to switch me to that also had no monthly fee. I asked them how much it would be to remove long distance from my line. They told me $17. Free sounded better than $17 so I switched to the new plan. Nine months passed and I was then warned that my plan would not be sold to any new customers, details to follow.
The next month the details were that I would be charged $2 per month, plus 10 cents per minute for all calls. I called SBC and asked if they had any free plans. None. They did however have a plan that would be $3 per month for the first 60 minutes. I asked if there were any promotional periods. She said none. I made the switch in August. This worked for 3 months, the first month was even free. I would use about
50 minutes per month, was only paying $3. Then my bill came yesterday. My $3 plan for 60 minutes became a $6 plan for 100 minutes. Do the math, I am getting doubly screwed. I called them and asked for an explanation. My plan had terminated again. I was told they mentioned it on the July statement. They did not. I asked to speak to a supervisor. She didn't understand the request.
I asked to "speak to someone who had more brains". I got put into a queue for the supervisor. Same woman came back 2 minutes later and said that her supervisor would tell me the same thing. I asked how much to remove long distance, I was told $10.51. I agreed. I will use the calling cards and my cell phone for long distance. I only have SBC local service so I can get DSL cheaper through another provider. Why are you doing this to your customers?
> > > > > > > snipped-for-privacy@txmail.sbc.com wrote:
> > > > Greetings,
> > > > > > > > Thank you for your email and for choosing the SBC family of
companies. We value your business and continued loyalty. Our goal is to provide you with the personal attention you deserve. We make every effort to respond to each email individually and address each customer's specific needs. We will make every attempt to respond to your inquiry within 1-2 business days, Monday through Friday. Your patience is appreciated.
> > > While you are waiting for our email response, you may want to
visit our online self-help tool, where many customers have found fast answers to their questions. Cut and paste ask.sbc.com into your browser
(see safety tip below).
> > > RESIDENTIAL CUSTOMERS
> > > > If you are a residential customer and would like to establish
service with your SBC local service provider or add features to your existing account, please visit the address listed below and click on your state to use our Shopping Cart: sbc.com/products
> > > BUSINESS CUSTOMERS
> > > > If you are a business customer and you would like to establish
service with your SBC local service provider or add features to your existing account, please visit sbc.com/business_customers, select "View Products and Services" and your state.
> > > If you need more information, please visit the appropriate addresses below:
> > > >formatting link- Find help for your local, long distance,
Internet, wireless and satellite products and services.
> > >formatting link- Find answers fast to your questions about
our SBC products and services.
> > >formatting link- Enroll to receive regular SBC email
communications, special offers and handy online tips.
> > >formatting link- To review the SBC products and services to
which you've subscribed.
> > > Thank you again for your patience.
> > > > Regards,
> > > > Your SBC Customer Service Representative
> > > > NOTICE
> > > > Please note that prices, terms, and conditions are subject to
change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> > > SAFETY TIP
> > > > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should guard against clicking directly on hyperlinks. To be sure you're being directed appropriately, always copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at sbc.com/safety.
> > > (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: Now, our fearless reader tries yet one more time to get a specific answer from a real person, he supposes, by writing to the 'name' which has been replying to him all along. PAT]
> > > >To: snipped-for-privacy@txmail.sbc.com[TELECOM Digest Editor's Note: We told you early on that there were _two_ threads in progress. Above this point was one thread, and now here is the other thread, again, starting with a reply from SBC to his earlier correspondence. PAT]
> > > > >Message:
> > > > >Your customer service does not service the customer. My SBC Long
> > > > >Distance plan has been changed 3 times in the 24 months that > > > > >I have
> > > > >had you as a carrrier. It has changed because I keep getting bumped
> > > > >out of plans you discontinue. That is why I no longer have any long
> > > > >distance.
Greetings,
Thank you for your recent email.
Based on the information provided in your request, we are unable to process the adjustment of $3.
[TELECOM Digest Editor's Note: Even though in thread #1 above they said they 'would remove it' from his account. PAT]
If you have any additional questions regarding this issue, please visit our Web Site at
Hours of operations are:
Monday-Friday 7:30 AM-9PM, Saturday 8AM-5PM (LOCAL), Closed Sunday & SBC Holidays.
Thank you for choosing the SBC family of companies. We appreciate your business and continued loyalty.
If this response does not address your concern, please reply directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
Additionally, you may reach us by phone. Visit
Regards,
Your SBC Customer Service Representative
NOTICE
Based on the information you provided, our understanding of your request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
SAFETY TIP
The SBC companies care about your Internet safety. Since even familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
[TELECOM Digest Editor's Note: What brought this latest thread on was reader's simple request to receive a small credit, as follows: PAT]
On Mon Dec 05 11:59:47 PST 2005, wrote:
I will ask you this question again: If it never printed on my
statement, due to your system and no fault of mine, should I be held responsible for this?
How many other customers have you pulled this one on? Can you
credit me the $3 difference?
snipped-for-privacy@txmail.sbc.com wrote:
> Greetings ,
> Thank you for your recent email.
> On behalf of SBC Wisconsin, I would like to extend my sincere
apology for the problems you encountered regarding the confusion and our delay in answering your original inquiry. It is our goal to provide excellent customer service, and I am sorry that we did not meet that objective.
The change in your SBC Long Distance plan from the Just Call 60
Standard II to the Just Call 100 Standard II became effective 10/12/05.
After reviewing our records, we show that you ordered the Just Call 60 Standard II on 8/12/05. Since you ordered the plan after your SBC Long Distance bill date, which is the 10th of each month, the August bill message that informed customers of the change did not print on your
8/28/05 statement.
If this response does not address your concern, please reply directly
to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
formatting link- Find answers fast to your questions about our
SBC products and services.
formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
formatting link- To review the SBC products and services to which you've subscribed.
>formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
Additionally, you may reach us by phone. Visit
Regards,
> Your SBC Customer Service Representative
> NOTICE
> Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
SAFETY TIP
> The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
[TELECOM Digest Editor's Note: Still not willing to give up, our reader writes his 'service representative' once more. Remember, this is the second concurrent thread we are on now. PAT]
On Fri Dec 02 17:33:40 PST 2005, wrote:
>> Read what I wrote you and then read what you wrote me. We are
comparing apples and oranges. I will be informing all of my friends and co-workers of the problems that I have been having. Enjoy losing their business too. This is why I chose to drop long distance completely yesterday. I have tried to be nice about this, but this is the third time in 24 months that you have allowed me to go into a plan that has terminated within 12 months, the most recent only being 3 months. That is why the plan you are talking about and the plan I am talking about do not match.
> I did a Google search on problems with your company and I was not
surprised to see that you have been giving other customers customer no service.
> This is a lot of work to try to get $6 out of your company, but I
enjoy the fact that it is taking your company more than $6 in time to fix this. Your e-mail below does not explain any $6 charge.
> snipped-for-privacy@txmail.sbc.com wrote:
> > Greetings ,
>> Thank you for your recent email.
>> I understand your concerns regarding the increase to your SBC Long
Distance calling plan. Your 7/28/05 SBC billing statement included the following message under the SBC Long Distance portion of your bill regarding the recent long distance increase:
> "Your Rates, Terms or Services Have Changed:
> > Effective September 12, 2005 the
> > Long Distance III -- JustCall Standard
> > calling plan will have a recurring monthly charge
> > of $2.00. The domestic direct-dialed per minute
> > rate for this plan will remain $0.10 per minute.
> > This plan is no longer available for sale,
> > however until this plan is discontinued entirely,
> > you may keep this plan until you move or change
> > your service, at which time you will be asked to
> > select another long distance price plan. SBC has
> > a variety of plans available. If you would like
> > to discuss other long distance calling plans,
> > please call 1-888-617-2253. Thank you for
> > choosing SBC Long Distance."
> > Our records indicate that this billing statement is still available
online for your viewing. To view the details of your 7/28/05 bill:
> 1. Log in to your MySBC eBill(SM) account at
> 2. Click on View My Bill under Current Bill Summary.
> > 3. Select the month you wish to view from the pull down menu at the top of the page.
> > Thank you for choosing the SBC family of companies. We value your
business and continued loyalty.
> If this response does not address your concern, please reply
directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
>formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
>formatting link- Find answers fast to your questions about our
SBC products and services.
>formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
>formatting link- To review the SBC products and services to
which you've subscribed.
>formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
> Additionally, you may reach us by phone. Visit
> Regards,
> > Your SBC Customer Service Representative
> > NOTICE
> > Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> SAFETY TIP
> > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
> (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: Our reader asks them still another time. PAT]
> On Fri Dec 02 11:52:08 PST 2005, wrote:
> > > When was I informed about the rate increase? Please show me which
statement this was on. Can a live person give me an honest answer? 3 phone calls and 2 e-mails later, still no one competent has responded to my question.
> > You can adjust your rates, but you also need to inform your
customers about the increase. I joined the plan after you sent out the information.
> > snipped-for-privacy@txmail.sbc.com wrote:
> > > Greetings ,
> > > Thank you for your recent email.
> > > We would like to extend our sincere apologies for the problems
you encountered. It is our goal to provide excellent customer service. We are sorry if we did not meet that objective.
> > We appreciate your inquiry about our rates. SBC companies have
been proudly serving its customers for more than 125 years. Like any business in a highly competitive industry, we occasionally adjust our rates to ensure that we are aligned with current market conditions. Factors in our pricing decisions include our costs of doing business, the value our services provide, and our need to invest in the future.
> > Please don't hesitate to email us again if there is anything else
we can do for you. Thank you for taking out the time to email SBC. We definitely value your business.
> > If this response does not address your concern, please reply
directly to this email, or you may get additional information by clicking on the links below. Another option is cutting and pasting the links into your browser (see safety note below):
> >formatting link- A self-help resource for your residential
or small business repair questions.
> >formatting link- Find help for your local, long distance,
Internet, wireless, and satellite products and services.
> >formatting link- Find answers fast to your questions about
our SBC products and services.
> >formatting link- Enroll to receive regular SBC email
communications, special offers, and handy online tips.
> >formatting link- To review the SBC products and services to
which you've subscribed.
> >formatting link- A single secure point of access to review,
modify, manage, and pay for your services online.
> > Additionally, you may reach us by phone. Visit
> > Regards,
> > > Your SBC Customer Service Representative
> > > NOTICE
> > > Based on the information you provided, our understanding of your
request, and currently available data, we have addressed your inquiry to the best of our ability. If we have not answered your question, reply directly to this email, and we will respond as quickly as possible during regular business hours. Please note that prices, terms, and conditions are subject to change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> > SAFETY TIP
> > > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should be careful when clicking directly on hyperlinks. To be sure you're being directed appropriately, copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at
> > (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: Reader explains further:
> > On Fri Dec 02 06:48:00 PST 2005, wrote: > > > > I make less than60 minutes of long distance calls per month. > > > > When I first received telephone service, I chose AT&T. They offered me a plan that had no monthly charge. I would buy calling cards at Sam's for less than 4 cents per minute. I had AT&T for 2 years, was never charged a dime. AT&T then instituted a $5 monthly minimum. I have SBC local service. At the time, SBC was entering the long distance market. They offered me a plan that also had no monthly charge. This worked for about a year. The promotional period, which I was not warned about, ran out. I called them and they had another plan to switch me to that also had no monthly fee. I asked them how much it would be to remove long distance from my line. They told me $17. Free sounded better than $17 so I switched to the new plan. Nine months passed and I was then warned that my plan would not be sold to any new customers, details to follow. The next month the details were that I would be charged $2 per month, plus 10 cents per minute for all calls. I called SBC and asked if they had any free plans. None. They did however have a plan that would be $3 per month for the first 60 minutes. I asked if there were any promotional periods. She said none. I made the switch in August. This worked for 3 months, the first month was even free. I would use about 50 minutes per month, was only paying $3. Then my bill came yesterday. My $3 plan for 60 minutes became a $6 plan for 100 minutes.
Do the math, I am getting doubly screwed. I called them and asked for an explanation. My plan had terminated again. I was told they mentioned it on the July statement. They did not. I asked to speak to a supervisor. She didn't understand the request. I asked to "speak to someone who had more brains". I got put into a queue for the supervisor. Same woman came back 2 minutes later and said that her supervisor would tell me the same thing. I asked how much to remove long distance, I was told $10.51. I agreed. I will use the calling cards and my cell phone for long distance. I only have SBC local service so I can get DSL cheaper through another provider. Why are you doing this to your customers?
snipped-for-privacy@txmail.sbc.com wrote:
> > > Greetings,
Thank you for your email and for choosing the SBC family of companies. We value your business and continued loyalty. Our goal is to provide you with the personal attention you deserve. We make every effort to respond to each email individually and address each customer's specific needs. We will make every attempt to respond to your inquiry within 1-2 business days, Monday through Friday. Your patience is appreciated.
> > > While you are waiting for our email response, you may want to
visit our online self-help tool, where many customers have found fast answers to their questions. Cut and paste ask.sbc.com into your browser (see safety tip below).
> > > RESIDENTIAL CUSTOMERS
> > > > If you are a residential customer and would like to establish
service with your SBC local service provider or add features to your existing account, please visit the address listed below and click on your state to use our Shopping Cart: sbc.com/products
> > > BUSINESS CUSTOMERS
> > > > If you are a business customer and you would like to establish
service with your SBC local service provider or add features to your existing account, please visit sbc.com/business_customers, select "View Products and Services" and your state.
> > > If you need more information, please visit the appropriate addresses below:
> > > >formatting link- Find help for your local, long distance,
Internet, wireless and satellite products and services.
> > >formatting link- Find answers fast to your questions about
our SBC products and services.
> > >formatting link- Enroll to receive regular SBC email
communications, special offers and handy online tips.
> > >formatting link- To review the SBC products and services to
which you've subscribed.
> > > Thank you again for your patience.
> > > > Regards,
> > > > Your SBC Customer Service Representative
> > > > NOTICE
> > > > Please note that prices, terms, and conditions are subject to
change, and in the event of a discrepancy, prices, terms and conditions in any applicable tariffs govern.
> > > SAFETY TIP
> > > > The SBC companies care about your Internet safety. Since even
familiar links can be used to misdirect and defraud, consumers should guard against clicking directly on hyperlinks. To be sure you're being directed appropriately, always copy and paste the URL into your browser. Learn more about ensuring a safe Internet experience at sbc.com/safety.
> > > (c) 2002-2005 SBC Knowledge Ventures, L.P. All rights reserved.[TELECOM Digest Editor's Note: As for me, I would have long since given up, but not our sturdy reader. He makes one final attempt to get his message across. PAT]
> > > >To: snipped-for-privacy@txmail.sbc.com[TELECOM Digest Editor's Note: And thus ends (as of this time) the second thread in this concurrent set of two email exchanges. Is it all just as clear as mud? SBC obviously does not intend to give him the money (three dollars? six dollars?) they screwed him out of. I do not know, but they have by now probably sent him another set of 'safety hints' and 'warnings' about how to click on their links. I sure am glad I do not have to deal with them any longer, except for the once per week promotional mailings telling me how much they miss me as a customer and how if I agree to come back and get screwed again they will (they claim) offer me two or three months of take it all service for $19.95 plus DSL for another $19.95 or so.
> > > > >Message:
> > > > >Your customer service does not service the customer. My SBC Long
> > > > >Distance plan has been changed 3 times in the 24 months that > > > > >I have
> > > > >had you as a carrrier. It has changed because I keep getting bumped
> > > > >out of plans you discontinue. That is why I no longer have > > > > >any long
> > > > >distance.
I told you when this customer correspondence started with his 'service representative' that it was a long message, and indeed it was. If there is _anyway -- anyway at all_ that you can dump SBC/AT&T and go with someone else, I strongly urge you to do it. Is there any UNE operation in your community? (Such as Prairie Stream or Gage). Get over to them. Dump your DSL and go with cable or satellite for your internet if possible. Even SBC is now trying to undercut operations like Prairie Stream ($24.95 for take it all, plus one hundred minutes of long distance) by quoting 'only' $19.95 for their package that is the same thing. But you know, SBC tends to lie (see the above message) and stall and apologize repeatedly for same but never really give any customer service. If you had the patience to read all the above email send to our reader/user, and _still_ want to stay with SBC, then be my guest. PAT]