Adelphia Cable Utica AKA Adelphia Communications CORP. Collection department seconds as Customer Abuse coordination Utica New York

On December 23rd, 2002, Adelphia shut the cable off at about 9:30 AM, disregarding a payment that caught the account upto less then 60 days behind, on 12/12 (and showed on their own systems as of 12/16 (per later bill)).

It was the first time we could relax due to a busy workschedule (self-employed boyfriend), and was planned to be a day of SciFi channel.

by 9:45AM, we had adelphia on the phone, and shortly after, Al, the collections manager specifically. Who from the first moment, was adament about the fact that no payment was received. After a couple minutes on that, he recanted this statement, without so much as an apology. Further, said that it couldn't be reconnected till the following day. Contrary to the fact that the guy doing disconnects was no doubt still in the area doing this to others as well, add that service personel have radios/cellphones and could be contacted to return immediatly to reconnect it. (maybe 45-1.5 hrs outage at worst, human error, if it wasn't turned onto the customer more or less calling them a lier for 2 minutes).

Thru calling around Al, the cable was back on at about 3PM. Al never answered any further calls.

Overall, the day was a bust.. The X-Files were over, and never so much as got an appology even for anything. Time on the phone, 1:15 or so. And without that the cable would still be off.

It was their mistake, clear and simple. They forgot to remove the account from the disconnect list that printed on 12/18. They were paid in person on 12/12. Posted that payment in their systems on 12/16, and the check cleared our bank on 12/18. It also had the account in under 60 days. Their shutoff policy is over 60 days, with mention of possible disconnect handling if not paid on time, and disconnect between 75 and 105 days overdue, if still not. They violated their own policy.

1/27/2003, bill received (second bill after 12/23) with an additional "shutoff reconnect charge of $27.00". This was rediculous, between insult from Al, the previous 1.25 hrs, and the part of that day without cable that was wanted, due to their mistake, and they charged us.

Note, on 1/28/2003 8PM, DirectTV install was arranged for 1/30/2003. The price is cheaper, and more channels, and includes 2 TVs.

1/29/2003, first call, too little, too late and another 45 minutes on the phone cleaning up for their mistakes.

*** Note, in this report, I attempt to detail all in fairness, as the main offender here, is Al and the Collections Department. Everyone today, falling short of a reasonable remedy, was polite, and we gave them the same respect in return***

About 10AM: called, and after 10 minutes or so on hold, got Heather. We explained the situation on 12/23 to her, in addition to the outrage in the $27.00 . We were polite, as was she. We explained that we wanted that $27.00 credited back, as well as one months credit for all the trouble we've had to go thru for their mistake.

She put me on hold to talk to the collections department (likely Al, the manager). Roughly about 5 minutes later, she came back, and said she was crediting the $27.00, as well as an additional $3.67 which was Tax on the $27. Apon further query, she couldn't do anything other then that herself, and we'd have to talk to her manager. She put us on hold again, then about 2-5 minutes later, came back and said we'd have to call back, or leave her manager a voicemail, and we'd hear back from her by the end of the day. We politely thanked heather for her help, and had her transfer us to her managers voicemail.

11:30~AM, Cindy called us, got account information (to pull up), and I explained it all to her again. She was polite too. (***again, note the majority of this report, is aimed specifically at their collections department, though it would also show that their billing systems don't catch these mistakes either***)

Cindy clarified that they had credited a week in the bill, and after some math, it was clear she was correct on that. Value, $8~ . Beyond that, she would only budge another $5 (refund a late payment charge). They charge $5 per month where their is an overdue amount. We pay it regularly. Beyond this, no further...

For about 1hr45mins total on the phone, the worst 5.5 hours outage possible, Al's attitude problem on 12/23, and then even charging the customer for this mistake, $13~ credit. Note, the $30.67 shouldn't have been billed in the first place, and was simply nullifying that amount with a debit on their end. Nothing in return for the headaches...

Well took this, unhappily, as she wasn't going to budge (politely)..

I feel that others should be able to read this when considering Adelphia, and at the same time that ripoff/badbusinessbureau gives them equal opportunity to address the issue. Maybe they'll make better. Maybe they'll prevent this from occuring to other customers in the future. I hope so. When your customers are treated as your enemy, you should be out of business... (case on 12/23)

3rd call - spoke to Amy, and scheduled shutoff of Adelphia Cable Service for January 30th. This wouldn't have happened had 12/23 been handled as a simple mistake on their end, and promptly reconnected. (To err is human. To defend err at customers expense, Consumer Abuse and should never be tollerated). Actually prior to the $27 on the Bill, we had been contemplating a switch to DirectTV since 12/23, but was going to make the above call, and discuss the event of 12/23, and from there, had they found a one month service value credit, would still be with them. That bottom turned into 2 months after the $27, and not expecting that to occur, placed the directTV order. The phone experience today, confirmed that, and that the lower prior to the 27 wouldn't have happened anyways.

Bonnie
Utica, New York
U.S.A.