Billing issues.

[Mike_H]

So I've been watching my statement for a while and it's been a mess since I caught the Gold Hd plus Platinum HD problem. Ever since then with the credits and prorated charges and stuff, things have been a mess. especially with the auto pay always paying one number, and always some remaining balance.

So then the price increase and my discussions with them and the credits that came with that now made a mess.

So I check tonight and I see I have a $19.35 fee for something called a 3 mo Premium Discount. I'm supposed to be getting HBO + Starz for free for 3 months. It took the 4th CSR to get it fixed. The 2nd CSR was supposed to be a loyalty specialist. In the end, they just credited it off saying it was a mistake and I'll be getting my HBO + Stars credit on the 23rd.

Here is the list of CSR codes I talked to.
Took about 4 minutes on hold to get someone.
wvt - tried hard, in the end transfered me to s32, loyalty as her terminal wouldn't show her enough detail to figure it out.
s32 - started looking into it, asked if I could be put on hold. I said yes. 1 minute later I heard a click, and dial tone.
Called back, sat on hold for another 5 minutes
qve - went through the spiel again, asked if I could be put on hold while they research, I said yes, 1 minute later I heard a click and dial tone.
Finally could download my statements if I used IE, made a spreadsheet, figured out what happened with credits and all, and what I should have, and I called back
55C - gave her my spiel, she said yes, looks wrong, asked if I could hold as she researched. After a long hold period, she came back, said she credited it off, it was an error and others she had look at it agreed.

Yeah for 55C. Boo for the phone system at Dish hanging up on me twice, and the stupid long promo's for various crap I had to listen to while on hold.

We'll see how messed up it gets next month.

 

[gdarwin]

Welcome to the world of CSR roulette and being hung up on... Been there many times lately.

 

[Koilvr]

I had this issue where they charged me for 3 premiums and i only had 2 cause cinamax was free. well it took a couple of billing cycles to befixed. I had autopay and this was back in Sept. when showtime and HBO was free for 3 months. I think they do this hoping people dont check and get something for nothing. It was a mess well then they screwed up my cinamax and they dont do the autopay for apenny ayear anymore. I cancelled my autopay.

 

[Brodieb]

I had an issue on my last bill as well. I added a receiver and was offered the HBO/Showtime free for 3 months - but on my bill I had all three credits. I did a chat and the CSR told me I should not have gotten the 3rd credit and that I would now only get 2 free months because of the error - no big deal but it could have been a mess if I would not have been looking for errors.

 

[Mike_H]

I'm watching the bill like a hawk. After the hardware cost increases that came around I've decided I'm going to cut them zero slack and make sure every problem, no matter how small costs them CSR time on their toll free lines.
Their billing system is a joke on making things clear, and their phone system seems to be a mess. One way or another, their customer service will get better.