I have two phones on my account. I changed the price plan on one of them–only one of them. I wanted to keep the existing price plan on the other one.
They, by *their own error, changed the price plan on both of them (I was only upgrading one to the higher priced/more minutes plan).
When I found out, and requested them to revert the rate plan for the other phone, I was told that that plan is no longer being offered, and that they could not change it back since it was no longer “on the system.”
The next closest plan to the one I had was only $5 more, but to me it’s the principal–and the question of whether or not that was legal. I read over the terms of my contract a number of times, and nowhere did it say that my rate plan could be changed as the result of clerical error.
Any thoughts on this?
I guess what really irritates me about this situation is that I work for a utility company, and this sort of situation happens rather frequently–where some clerical error causes a problem on a customer’s account, one which can not be corrected thru the CSR’s applications–and (we) programmers have to go behind the scenes and “just fix it.”
*Not to mention any names, but they rhyme with “horizon.”
Well if they can’t offer you the other (old) plan because it isn’t in the system anymore (!), demand that you get the old price for the new plan. You never asked for it, they have no right to change it like that.
Speak to a supervisor. The people handling phones only have a limited ability to deviate from the standards. If the supervisor can’t help you, ask to speak to their supervisor. Ask for the name of their VP for Customer Service (or whatver the appropriate title is, you may be able to find their name on the Web).
If you get through three layers and don’t have a solution with which you are satisfied, stop trying to work from the bottom up. Go to the top, it may take some determination but you’ll get through to someone with the ability to say “yes”.
Write down the name of every person you speak with, the time you spoke, and the substance of your call. When you call the next level up, be prepared to say “I just spoke with so-and-so and was told X. That is not satisfactory to me and I am wondering what you can do to help me. This is what I want; I accept that it was a mistake, but I have to insist that you do right by me.”
NEVER get rude. Never get sarcastic. Never attack the person you are calling. I find it helpful to start with “I know this isn’t your fault, but unfortunately you are the one answering the phone. I’m frustrated by this situation, and I hope we can find a solution.” If they insist they can’t help, just say “I understand, and it is nothing personal, but I would like to speak with your supervisor.”
I don’t know about the legality of the change, but I would think they changed the terms of a contract without proper notification. If you can not get relief from the company directly, I would notify your state Attorney General as well as any regulatory agencies with oversight.
Go to a competitor, tell them exactly the plan(s) you want. Get a price.
Go back to your cell carrier, tell them what the competitor offered, ask them to match it.
If they say they can’t match it, tell them you want your contract broken, since they changed the rate on you. You’ll find someone who can say yes real damn quick.