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.