General

[oneofmany]

Just need to get this off my chest.

Brief history.  I have had cogeco (cable tv, internet and home phone) since May.  Once at our apartment and now at our house, just outside of town.  I have yet to receive a paper bill.  I have been trying to keep track on-line but have had serious trouble doing that b/c they cannot seem to get my account number straight (been given a different one each time I have been in touch with them, so three times that I called).  I keep paying what I know the amount is each month and checking to see that they got it.  Now, I am getting calls on my cell CONSTANTLY from their credit department telling me I am late one payment (they tell me this when they don't hang up on me, that it).  I have told at least 5 different people to only call my home phone (which is with them but until last night, they say they didn't have record of) and that I have been paying but no one seems to have the correct account number so I want everything in writing from now on as I have proof of payment for everything I am aware of owing and want to see their records in hard copy before I promise any more money.  I have done this several times over the past couple of weeks.  Last night was the bomb, though.  I spent over an hour on the phone with three different people, trying to make sure that they had the right phone number ("Yes, I am sure I have a phone service with you.  It's the one I have called you back on after your system hung up on my cell."), making sure they had the right post office box number ("No, you tell ME what number you have b/c when I say it, it never seems to stick!") and having to request a supervisor before I got assurances they would actually send out a copy of my bills for the past three months.  It took over an hour of my time last night alone to get that far.  It's my bill.  I had to prove who I was three different times.  I WANT IT.

Today, I got another call from them on my cell phone, asking about my bill.

Don't get me wrong.  I feel for people working in call centres.  I used to do it.  But this is getting too much.  I get charged more, get three different answers to the same question from three different people and have had my tv channels chopped b/c they are all 'digital' now and insist on charging more for less.  Unfortunately, my only other option out here is Bell...so Cogeco is the lesser of the two evils.  *sigh* I used to be so happy with Cogeco....

Thanks for letting me vent.  I was feeling like I was going to explode!

[SnoopGirl01 · Accepted solution]

I love Cogeco.  Their customer service has always been excellent.  I did have a problem with phone line cutting out for a long time, would come and go in spurts. It took 2 unsuccesful service calls before I asked to speak to someone in authority.  Area manager called me back the next day, assured me problem would be fixed and if it wasn't to call him back directly - I haven't had a problem with my phone since then almost a year ago. If you are staying with them, you could ask to speak to a manager and let them know that the service has been unacceptable and that under no circumstance is anyone from Cogeco to call your cell.  I would be very po'd if a Utility company called my cell after me repeatedly asking them NOT to.   I am thinking that some people don't listen to what is being said and hear what they want to hear.

Crystal

[oneofmany]

I used to love them.  We switched from Bell about 5 or 6 years ago and I never, ever had a problem until recently (old account in ex's name).  Now, it's been wicked.  They have done a change-over where the tv services have changed drastically and I have seen the problems increasing since then.  My parents have been having a terrible time with them, too.  I really hope they get things back on track!!