I’ve had my ISP account for nearly 3 years. Today, I got some funny new fees on my Internet bill. One was a “high speed network recovery fee” and the other was an “administrative fee” with my state in the name. I’m curious what more I could do to fight these stupid fees. Here’s what I’ve done so far:

  • Used their live chat feature. I tried to argue the fees were illegal, but they insisted they were and immediately closed the chat. Whoops

  • Called them. They denied my request to remove the fees, even when I threatened to close my account (I’m moving soon, so I’m gonna have to close my account anyway LOL). They kept trying to distract me by questioning me about other ways to reduce my rate, like reducing my speed. Sounded like bullshit, so I hung up.

  • Did some research and found their corporate office in my city. I handwrote a letter about my dissatisfaction and my threat to close my account in August (which just so happens to be when I’m moving anyway). Sent it out in the mail this morning.

So, what did I do wrong? What can I do next? I know I’m going to have to close my account anyway, but I need to be prepared for when this happens with my new account. Spectrum will be the only provider in my area, so I will have a lot less bargaining power. That, and, it’s Spectrum… Knowing how to deal with this sort of thing will be very useful for the future.

  • citrusface@lemmy.world
    14·
    1 year ago

    Hey - I work at Spectrum.

    You need to call Retention.

    You need to call them and talk. You need to talk a lot. Tell them how much these fees are draining you. Tell them you are burned out. Tell them you can’t afford it but you have no other choice but to pay

    Be nice, but be firm, and tell them you need them to lower the bill.

    They will lower your bill. If that representative doesn’t. Ask for a manager. Just continue to be polite and understanding but firm

    Again, specially ask for the retention team. They are the ones who can do something about that bill / fee.