• Report: #904415

Complaint Review: Mediacom Communications Corp

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  • Submitted: Thu, June 28, 2012
  • Updated: Sat, July 07, 2012

  • Reported By: Marie — Oak Grove Kentucky United States of America
Mediacom Communications Corp
Oak Grove, Kentucky United States of America

Mediacom Communications Corp Mediacom Cable Very Poor Customer Service. Suspicous Practices. Oak Grove, Kentucky

*Author of original report: Positive Developments

*Author of original report: Response from Mediacom Social Media Team

*Author of original report: Dear James

*UPDATE Employee: Mediacom Support

*UPDATE Employee: Mediacom Support

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Mediacom internet cuts off at least twice a week, sometimes days at a time. And when you call their Customer Service line their agents will pull reasons out of who knows where. So if you call more than once different agents will have different reasons for the stoppage, leaving you confused and frustrated. After taking it from them for a year, they just decide to raise their rate from $80 to $110 for Cable and Internet. We decided crap was not going to be worth that much so we called them and told them we were cancelling our service. Their agent then surprised us and told us we had to pay an Early Termination Fee because we supposedly had a 2-year contract with them. I distinctly remember talking to our Mediacom Sales agent and confirming that we did NOT want a contract with them. I am an active duty Army soldier and I didn't know how long I would be staying in Kentucky. Furthermore, I NEVER agree to any service contracts - even my wireless phone does not have one.  Rudely, the agent over the phone said it didn't matter what I believed, they supposedly have it on a recording that we agreed to the contract. Being sure of my beliefs, I asked the agent to go ahead and get that recording - I wanted to hear it, too. She then proceeded to say she is unable to do it but that she cannot cancel our services unless we agree to pay the ETF. I asked for a Supervisor and he said he will call me back because it takes about 3 days to get that recording. I told them I do not trust their stating they will call us back anymore - I had called the day before, Sunday, to cancel the service and the agent said she was not capable of cancelling my service and that they will call us back the next day, Monday, to proceed with the cancellation. Monday came and went and we never got a call from them.

True enough, 4 days later we still did not get a call from Mediacom. We finally called them and the agent said that they have confirmed the recording of our supposed agreement to the 2-year contract. I asked the supervisor first why they didn't call us back and at first, he said he didn't know when he would get the recording. I informed him that the other agent had just informed us Mediacom has confirmed the recording. The supervisor realized his error and apologized that he was not able to call us back. He said he truly meant to do so the next day. I then asked him to play the recording and he said they did not have the capabilities to do so. Mediacom - a Telecommunication Company! And he said we will need to obtain a subpoena to hear the recording.

Is this for real? Am I to just take their word for it - that I had agreed to a 2-year contract, based on their statement alone? I am very sure I did not agree to a contract, even stating that fact to the sales agent when I signed up. And now they say they have a recording of it - I don't need to hear it, but it's there. So, there, pay up.  I thought my troubles with Mediacom would end when I decide to cancel their services. Apparently, Mediacom has had a lot of experience with lost customers they have acquired fraudulent means to make money instead. I can't believe there is no Class Action Suit against them yet? If there is one, please let me know. I am most definitely IN.

This report was posted on Ripoff Report on 06/28/2012 08:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mediacom-Communications-Corp/Oak-Grove-Kentucky-42262/Mediacom-Communications-Corp-Mediacom-Cable-Very-Poor-Customer-Service-Suspicous-Practice-904415. 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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REBUTTALS & REPLIES:
3Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Positive Developments

AUTHOR: Marie - (United States of America)

So a Mediacom agent called us and informed us that our service has been cancelled.  We were also told to send back the cable box via UPS (pre-paid by Mediacom) since there were no offices anywhere near us.  We dropped off the box at the nearest UPS store last Thursday and got a receipt.

We are hoping everything are indeed settled.... in time, we will check up on the status of our service just to make sure there are no loose ends.
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#2 Author of original report

Response from Mediacom Social Media Team

AUTHOR: Marie - (United States of America)

For complete transparency, and to show followers how the process progresses, here is the response from the Mediacom Social Media Team (Please be aware that we are ecstatic as far as the positive response goes.  We will call the Customer Service number on Monday and confirm the cancellation and ask for further instructions, if any):

Hi MXXXXX,

Your frustration with this issue is completely understandable,
and I sincerely wish that we could have resolved the issues before it got to
the point where you felt that you needed to cancel your services with us. 
I hate to lose you as a customer, though I understand that you have already
made the decision to cancel your service, and it was canceled as of yesterday. 
Unfortunately the online account access system is designed to deactivate the
online statement access once the services are canceled.  Furthermore, you
should have received calls back both times that you were told you would receive
one.

I have personally reviewed the recording, and based upon what you
were told by the representative that you spoke with to start your services with
us, we will waive the early termination fee on your account. 

If you have any further questions about this, please let me
know.

James
Social
Media Relations Team
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#3 Author of original report

Dear James

AUTHOR: Marie - (United States of America)

Thank you for your response.  I have sent you an email.

However, please be informed we are NOT interested in continuing our services with Mediacom.  We are very unhappy with how we were treated and do not wish to take more.

We hope this can be resolved through this forum alone.  Although we have exercised our rights in a few avenues and are not going to stop until we get our due, we are not without common sense.  A quick resolution is what we wish for.
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#4 UPDATE Employee

Mediacom Support

AUTHOR: Mediacom Support - (USA)

I forgot to add, the email address is SocialMediaTeam@mediacomcc.com.  Please send me an email and I will start working on this immediately.

-James
Mediacom Social Media Team
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#5 UPDATE Employee

Mediacom Support

AUTHOR: Mediacom Support - (USA)

You should not have to deal with service issues for this amount of time.  With the service issues you have been describing it sounds like there may be a signal issue that is causing a lot of your problems, though you should not be getting different answers from different representatives.

For the billing, generally on 2 year promotions there is a step up in the second year before it goes to full price.  Since you are in the military, we do waive the ETF if you are transferring to another duty station.  If you would like to send me an email with your account number or phone number I would be more than happy to pull the call again to verify it, as well as assist in resolving any service issues that you have been experiencing.  I would hate to lose you as a customer and I can and will do everything in my power to make things right.

-James
Mediacom Social Media Team
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