Since I've began using services with htc almost exactly one year ago I've had nothing but inconsistent billing. I am also unable to change provider.
The company continuously charges late fees and ups my bill without providing a bill in the mail. I maybe receive My bill every other night. I will then try to call my bill and hear that my bill is something other than what it should be ($105 or < when it should be ~83). We will call and call and never get a person to talk to to pay the bill, and then by the time I get to the office to pay they've already charged another fee. We explain that we tried to call and they say "too bad." Having a child in school we need Internet for her to do homework so we have to bow down to them. This past month we had another dispute and their manager at their Murrells Inlet location said he would look into and not disturb our services until we got back from Mexico to meet with him. We get home and our service is disconnected. The best part is that another reconnect fee has already been charged. The worst part is that the company has monopolized the community I live in so I can't get comparable services from their competitor, Time Warner. Every month I have to spend 2 hours and money beyond the charges for services provided to keep modern necessities in my home. I'm guessing that the total extra charges are beyond $100 by now. Currently I am approaching an hour in their office while my spouse talks to them with me next to her. I don't mind paying my bills and I'm blessed to have the ability to pay them but I don't like feeling like I am being taking advantage of by a company that is supposedly a cooperative. The best part is they don't even post on their door that they are BBB accredited so most people don't even realize they can reach out to someone for help with this company. Thank you in advance for your time.
I would like my bills to arrive at my address in a timely matter, my bills amount to remain constant from month to month, a company that makes it possible to pay my bills in a fair and just manner, and my account credited for all past late charges or reconnect fees. I also feel like I should have the ability to see if the Time Warner services are better or their business practices more fair instead of being stuck with a company because of where I live. Strange to me that's parents who live across the street have the ability to try services from every provider. Thank you again. If you contact me by phone there is a good chance you'll get my spouse ****** and she is authorized to speak on my behalf.
Customer has mentioned several issues that he has with HTC and I have looked into each one. The findings of my research regarding the concerns detailed in the customer's complaint are as follows.
Issue # 1: Customer claims that HTC doesn't provide a bill in the mail. Customer's bill is rendered each month and a statement is mailed via the United States Postal Service to the address on file. This mailing address was provided by the customer at the time the service was requested and was the same as his premise address for services. No change of mailing address was requested by the customer until 10/13/2014, at which time, the customer issued a request to change it. In addition to the paper bill, the customer has the option to register, at no charge, to HTC My Account, through our corporate website of www.htcconnect.com. This would allow him to view his bills, past and present, at any time. He also has the option of paying his bill through this site.
Issue #2: Customer states that he is unable to change providers. Customer's services through HTC are provided for at a premise address that lies in a community which requested a bulk agreement for cable television services. In addition to the bulk cable service provided to him through the HOA, customer obtained internet service from HTC on an individual basis.
Issue #3: Customer states that his bill fluctuates from month to month. At the time the customer applied for services, he was advised the internet pricing for the tier of service he requested, would be $38.95 for the first six (6) months and $54.95 per month thereafter (verified through review of recorded call). Outside of the promotional pricing dropping off at the end of the six month period, the fluctuations in the customer's bills are a direct result of (1) changes the customer made in his service, such as adding a digital video recorder (DVR), and adding an additional tier outside of what the HOA provides to his cable lineup; (2) reconnect fees billed when services were interrupted due to nonpayment; and (3) late fees assessed in accordance with regulatory guidelines for payments made after the due date and clearly stated on every billing statement. HTC has a 25 day-payment period from the date the bill is rendered, allowing customers ample time to pay or make arrangements for doing so. Every statement provides the bill date and past due date, as well the address of all nine of HTC's business offices and the number to our call center. The customer's bill is rendered on the 4th of each month, payable upon receipt, but is not considered past due until after the 29th of the month. If the customer has not paid their bill by the 29th of the month, these charges appear again on the following month's bill, rendered again on the 4th of the month, with a late fee and a specific date in which the past due amount must be paid by to avoid interruption of services. If the customer fails to pay by that specified date, services are interrupted and reconnect fees are assessed to restore the service. With regards to the latest interruption of service that the customer referenced in the complaint for when he was away in Mexico, the Supervisor acknowledged a mistake was made as he remembered the customer's request, entered the request into our system, but the request didn't save and customer's services were interrupted. Supervisor waived the reconnect fees associated with this interruption as HTC took responsibility because the customer had requested arrangements prior to. Previous reconnect fees and late fees associated with interruptions of service due to nonpayment and late fees are not warranted.
Issue #4: Customer states that he "will call and call" and never get a person to talk to. HTC records every incoming and outbound call made by/to its phone representatives. We pulled all incoming and outbound calls over the past six (6) months made from/to either contact number listed on the customer's account. Recordings indicate that customer has contacted us on a number of occasions during this period. Recordings also indicate that HTC representatives either spoke to customer or made attempts to contact customer back on several occasions, but were unsuccessful due to voicemail box being full or customer not responding to voicemail message left. There could very well be times when customer called in and was put into a queue holding for the next available agent and this hold time may have been longer than what HTC and the customer would like. Unfortunately, there are times, especially on days prior to a particular billing cycle being scheduled to be interrupted for non pay that the call volumes are heavy and wait times are longer. It is for this reason that HTC offers multiple ways to make bill payments including bank draft, online, by mail, and through the automatic payment call center (369-PAID) that do not require engagement with a customer relations agent and can be made at the customer's convenience regarding time of day. HTC also has nine locations to pay in person.
Issue #5: Customer states that HTC doesn't post on their door that we are BBB accredited. HTC has nine locations and all locations have had window stickers stating its BBB affiliation and accreditation. Unfortunately, over time, the stickers have fallen off or been removed during renovations at some of the locations. We have contacted the BBB office to request additional stickers for replacement.
I have tried contacting this customer on both contact numbers we have on file. I left a voice mail message on each number advising I was calling regarding their concerns with HTC and would like to work with them towards a resolution. I provided them with my direct contact information.