• Report: #43461

Complaint Review: MCI Long Distance

  • Submitted: Thu, January 30, 2003
  • Updated: Wed, May 25, 2011

  • Reported By:Duvall Washington
MCI Long Distance
mci.com Internet U.S.A.

MCI Long Distance rip-off Internet

*Consumer Suggestion: How to Record a Call

*UPDATE Employee: Maybe I can offer a little insight into the whole local toll still with MCI problem.

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My husband and I switched to Excel Long Distance in September 2002, making the switch from MCI. I signed up for State-to-State, In-State and Local-Toll Long distance.

About one week after cancelling my MCI service, I received a call from one of their telemarketers offering $50 to switch back. I told them no, and to remove me from their call list.

In October, I received my online statement charging me for service I had canceled (The bill was automatically charged to my credit card). I spoke with customer service, and was told that they were sorry, and they would credit my account and card back, and make sure that ALL my long distance services w/ MCI were cancelled. I also told them to make sure I am on the do not call list. MCI credited my account, as I had requested.

November came along, and yet again, I was charged for long distance service. Again, I called customer service, was assured that I would no longer be billed for MCI services, and my account would be credited. Again, my card was credited as I had requested.

The last straw was December. I received yet ANOTHER charge and bill for MCI service, and once again contacted customer service. This time I was told that I STILL had MCI Local-Toll service. I made it quite clear that the service had been switched in September, and I had now been credited twice, and expected another credit. The customer service rep assured me I would have no further problems, and my account and card would be credited.

Well, at the beginning of the 2nd wk of January I received a FINAL BILL notice in the mail, advising me that if I didn't pay $17.19 by January 26th, they would send me to collections. This time my husband called, and the rep refused to credit our account. He claimed that Excel had filed the wrong paperwork, or I didn't sign up for local toll, and that MCI could not cancel my local-toll service, Excel had to do it.

I got on the phone with the rep and got into a screaming match with him. He told me several blatent lies, including stating that THERE WERE NO RECORDS OF MY PREVIOUS PHONE CALLS TO MCI, EXCEPT THE ONE IN MID DECEMBER!!! I made it quite clear that I had the credit card statements to prove otherwise. This rep told me he would be fired if he credited my account. Not to mention, not a single rep would let me talk to a manager. I have even been hung up on.

My biggest mistake, is that I did not document dates, times, and employee names until January. If I had, I would be going to my state attorney general's office with this complaint. The last time I spoke with an MCI customer service rep, I asked for his last name or employee number and was told "I'm sorry, we're not allowed to give that information out" Now, how can you properly document phone calls and incidents if all you have is a first name?

I have since talked to other people that have tried to switch from MCI, and are going through the same thing. It seems to me that MCI has found yet another way to steal consumers money.

Duvall, Washington

This report was posted on Ripoff Report on 01/30/2003 03:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/MCI-Long-Distance/internet/MCI-Long-Distance-rip-off-Internet-43461. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

How to Record a Call

AUTHOR: chou - (United States of America)

I realize this is a very late response to this letter (and I would like to preface this by stating that I was reading this letter in the first place because I am now currently dealing with a similar situation involving MCI - yes, they are still at it! and I am in your corner, madame, if you are still without relief in this matter!) However, I feel the need to address a common misconception on how to record calls with a CSR.

Firstly, unless you're talking to someone with a certain degree of power within the organization, you are not going to get a last name. Most CSRs are not required to provide one, and would rise up and mutiny at the mere suggestion that they should be required to do so. This is because, while the vast majority of customers are reasonable people just trying to get through their day, there are some crazy stalker people out there as well. And they like calling 800 lines. The less they know about the CSRs they terrorize, the better.

Secondly, most CSR's are not assigned a badge number, unless they're working a hotline for some sort of emergency services. Of course, they do have an employee number. It is their Social Security number. Do not be surprised if they balk at the suggestion of giving it to you. There is one number they can give you and which you have a perfect right to ask for, and that is the case number. Don't believe it if they tell you there isn't one. Every CSR in the history of call centers has had to file a case using a software program of some sort or another, and those cases generate filing system numbers which function as a reference of the call. Make them give you the case number. Don't bother asking for a last name or a badge number. Who started that rumor anyway? That's some silly s**t, right there.

Finally, a way to get some attention if you're facing this problem from MCI: what they're doing is known as "slamming." Report it to the FCC. There is a form to do so on their website. Be prepared to scan a copy of your bill as part of the report, otherwise the form will not be filed.

Good luck to you, fellow unwilling MCI customers!
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#2 UPDATE Employee

Maybe I can offer a little insight into the whole local toll still with MCI problem.

AUTHOR: Colleen - (U.S.A.)

What happens is that either Excel didn't pick up your local toll for some reason or they were going to charge an extra fee for it and the sales rep didn't want to lose that sale, so your LOCAL phone company left MCI on for that service. It is not MCI's choice if they get left on or added on for that, it is your LOCAL company's choice. Have you thought about that? Maybe you should give them a call and discuss your options.
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