At the time of move in at my apartment complex, I was handed a piece of paper advertising cable and internet services provided from Mediacom Cable Company with a telephone number to Sandy, a local Mediacom representative. On 19 February 2011, I called Sandy to set up a new account. As I was not sure I would be residing at this apartment for two years, I made it explicitly clear that I wanted to start services with no contract and instead on a month-to-month basis. Sandy confirmed that we were able to do this and the account for cable and internet was established. I want to emphasize that I never personally met Sandy and I never signed any documents.
Fast forward to September of 2011, and I called Mediacom to cancel all services. The reason for cancellation was an admitted problem with the node that caused my stated 10 Mbsp download speed to average at 4-5 Mbsp, even during non-peak hours. The solution to the problem was "being worked on" with no estimated time for a full fix.
The Mediacom representative informed me that I was under a two-year agreement and that I would have to pay an early termination fee of $180 (Mediacom uses a sliding scale with the early termination fee decreasing by $30 every 180 days of service, starting at $240) in order to cancel my services.
I informed this representative of my conversation with Sandy when I set up my account. I also informed the representative that I did not sign a contract, nor did I verbally agree to a contract. I spoke with a supervisor whosaid that if they could not produce a document containing my signature, agreeing to a two year contract, that the early termination fee would be
waived. I was also told I would receive a phone call within the week with updates on the situation.
At this time, I called Sandy multiple times and left her voicemails. She did not return my phone calls.
I cancelled all services with Mediacom.
Naturally, the follow up phone call never came. I called customer service again and spoke with another supervisor and explained the situation. This supervisor once again informed me that I would receive a phone call within the week with updates on the situation. I never received a phone call.
At this point, I was upset. I went onto the Mediacom forum and had a conversation with a moderator and described my situation. The moderator eventually got in contact with the local sales manager and obtained a PDF file with a work order and contract, which he promptly e-mailed me. This PDF file showed my signature agreeing to a two year contract. This is all fine and at this point I would man up and pay the early termination fee, except for one thing:
The signatures on the documents were not mine.
The documents were dated 19 February 2011, the day I established my account. Alongside my forged signature was Sandy's signature and my address, which she (or another customer service representative) incorrectly transcribed.
Remember, I never met Sandy and never signed ANY documents.
I called customer service once again and I was told there was no way to waive the early termination fee. I was hung up on.
I sent the moderator another message on the Mediacom forum and threatened legal recourse if the issue was not resolved. He replied saying the local area manager wanted a copy of my driver's license, which I gladly sent his way. The following day, I got confirmation that the early termination fee had been waived.
I requested a formal, written apology sent to my mailing address. I have yet to receive one.
The lies, deceit, and forging of documents is unacceptable. I advise anyone who reads this and is thinking about signing up with Mediacom to do one thing: RUN. Run away as fast as you can. I will never deal with this company ever again even if they were the only internet service provider left on the planet.