Local News


CALL FOR ACTION: Valley woman getting customer service runaround

Posted at 10:55 PM, Jun 23, 2016
and last updated 2016-06-24 02:56:19-04
Dealing with customer service can be frustrating. One valley woman recently went through the ringer. And when no one else could help, she reached out to our Call For Action volunteers, and got results.
"I don't know what to do. Practically in tears," says Pearl Roth. 
She was beyond frustrated. All she wanted to do was add internet, to her existing phone and television service. So back in February, she made a call.
"He came out and walked around the house and he said in order to do this I need a modem. Well I don't have a modem," says Pearl.
Without all the necessary parts, the service rep. left Pearl's house without setting up the internet connection. So over the weekend, she reconsidered.
"And I thought you know what, I'm not going to do this," says Pearl.
So on Monday she called and canceled the new service. But that was just the beginning of her problems.
"The first bill that came in, it was for $225.33... I thought to myself, they must be kidding. Something is wrong," says Pearl.
They were billing her for internet service, that she didn't have. So Pearl called customer service.
"It was like 3:30 in the afternoon, I was on the phone until 6:00 at night talking to different people," says Pearl.
Pearl says she kept getting transferred. And the last person she spoke with, actually directed her to the company website, to cancel the internet service. So Pearl called her daughter-in-law, with directions on what to do online.
"She took care of that for me, and she gets information that they can not do anything on the computer. This has to be done on the telephone," says Pearl.
She couldn't believe it.
"I'm just so frustrated I don't know what to do. So I called them. I called them one time. I got disconnected," says Pearl.
So she picked up the phone, and this time she reached out to Contact 13's Call For Action. Our volunteers made a call, Pearl's internet service was canceled, and the charges were cleared. Pearl couldn't be happier.
"Thank you, thank you Channel 13... I mean it was such a relief to know this is all taken care of, and I don't have to think about it anymore," says Pearl.
So here's the Contact 13 bottom line. When buying any new device or signing a new contract, always get the details in writing. You could face an early termination fee. And if you're not getting the help you need, just like Pearl, don't back down.
Talk to as many people as it takes, until someone with the company is willing to help. 
And when all else fails, contact our Call For Action volunteers. Call (702) 368-2255, anytime between 11:00 am and 1:00 pm, Monday through Friday. For Contact 13, I'm Tricia Kean.