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Report: #219246

Complaint Review: Mediacom - Clearlake California

  • Submitted:
  • Updated:
  • Reported By: Clearlake California
  • Author Confirmed What's this?
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  • Mediacom Clearlake, California U.S.A.

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We've had mediacom high speed internet for over 4 years now and never had any problems up until this past year.

After we moved into our new home, we had our service transferred. I paid our next monthly bill online and the next day, without warning we had no internet service. So I call them and complain about it. The representative was very nice and said that they did receive the payment but no one had processed it and instead shut off our internet. That was mild and fine.

This past month, I went to pay my bill as I always do and assumed it went through as I usually do and never have a problem. About two weeks later we get a call from them asking about when we're going to pay the bill. I tell the rep I paid it through the online site. She asked me to look for my bank statement and said everything would be fine.

It was now 5 days until I would be getting paid again. So our internet gets disconnected. We call customer service and explain what happened. The payment for some reason or another just didn't go through as I thought it had and asked if they would be willing to wait until I got paid to pay it. They said "NO."

Fine. So on the morning that I was paid, I paid it immediately and made sure it went through only it didn't give me a confirmation # like it usually does which I found odd but didn't question. We then call them and tell them we've paid our bill. They say they're not turning our cable back on until they receive the payment and that if we want it on any sooner we would have to print out the page showing payment and drive it over to our local office (1/2 hr drive).

So my husband spent pretty much all day that day trying to get our service restored after we paid and they were so mean and rude to him . He said the rep began yelling "WHAT?? WHAT DID YOU PAY WITH?? WHEN DID YOU PAY IT?? WHAT DO YOU WANT NOW??" Etc...

I cannot stand this company any longer but it's the only company offering high speed internet in our area so we have no choice and they get to treat everyone like s**t. This is not right when you're paying for THEIR service. They should be more respectful and know what the hell is going on.

J
Clearlake, California
U.S.A.

This report was posted on Ripoff Report on 11/05/2006 10:48 PM and is a permanent record located here: https://www.ripoffreport.com/reports/mediacom/clearlake-california/mediacom-cable-high-speed-internet-mediacom-customer-service-is-so-rude-they-used-to-be-219246. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
7Consumer
0Employee/Owner

#7 UPDATE Employee

Check acct numbers!!!!!

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

POSTED: Tuesday, February 10, 2009

Ok so I can tell u what happened. When u transfered service u got a new account number. Online bill pay wasnt updated. Payment got posted but not in the right place. Call customer service and if the issue hasnt been resolved yet have them check old and new. also update ur info!!!!! if u use online bill pay though ur bank give them the new acct number. if u use our online service u r going to have to sign up for a new acct online.

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#6 Consumer Comment

Employee Responses

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

POSTED: Saturday, November 01, 2008

I have found that while researching mediacom and finding complaints on them, I find that more than half of the responses from Mediacom employees have been very rude comments blamming only the consumer. Now I thought that the customer was always right, and even if shouldn't an employee repersenting their company be more professional about their oppinions. It seems to me that they are continueing to prove comments about bad customer service. Now don't get me wrong, not all of the comments are rude, or maybe they don't really work for the company, but say they do to give it a bad name. Who knows, I'm just leaving this piece of info for any mediacom employees to maybe check this out and figure out a way of improving this problem.

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#5 UPDATE EX-employee responds

How the billing works...

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

POSTED: Monday, June 02, 2008

To all who want to better understand the way Mediacom does their billing: When you first have services installed you pay the first month and installation. Within about a 2 or 3 week period you will receive another bill in the mail for the 2nd month. That is due upon the date it says. Your billing cycle starts the same day your service does. Depending upon the area you live in is when the system itself will actually disable your equipment.

If you live in the Il., Id, In, Ca, or AZ areas it will go into disabled status at 53 days deliq. Your bill will become an automatic 30 days past due when the 2nd bill prints up (ex: my bill prints the 10th. if I dont pay it before the 10th of the following month then it will be an automatic 30 days past due, so add another 23 days and you will hit your 53 days.) So as long as it is paid by the 52nd day you are okay. As for the system not giving you a conformation#, if it doesn't then the payment didn't go through. If you are speaking with a rep on the phone the system only gives an auth# for cc/debit card payments but not checking eft payments and that is why when I worked there I read back the #s and verified they were right.

The previous person who responded to the op's post was rude and inconsiderate and shouldn't have posted. It makes the company look bad. I may not work for the company anymore (and in large part completely detest the company for what was done to me by way of this however it does not warrant a customer to be treated rudely). I on behalf of a company I no longer work for apologize to you for being treated this way. You nor any other customer deserves this. Good luck in the future. =)

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#4 UPDATE EX-employee responds

How the billing works...

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

POSTED: Monday, June 02, 2008

To all who want to better understand the way Mediacom does their billing: When you first have services installed you pay the first month and installation. Within about a 2 or 3 week period you will receive another bill in the mail for the 2nd month. That is due upon the date it says. Your billing cycle starts the same day your service does. Depending upon the area you live in is when the system itself will actually disable your equipment.

If you live in the Il., Id, In, Ca, or AZ areas it will go into disabled status at 53 days deliq. Your bill will become an automatic 30 days past due when the 2nd bill prints up (ex: my bill prints the 10th. if I dont pay it before the 10th of the following month then it will be an automatic 30 days past due, so add another 23 days and you will hit your 53 days.) So as long as it is paid by the 52nd day you are okay. As for the system not giving you a conformation#, if it doesn't then the payment didn't go through. If you are speaking with a rep on the phone the system only gives an auth# for cc/debit card payments but not checking eft payments and that is why when I worked there I read back the #s and verified they were right.

The previous person who responded to the op's post was rude and inconsiderate and shouldn't have posted. It makes the company look bad. I may not work for the company anymore (and in large part completely detest the company for what was done to me by way of this however it does not warrant a customer to be treated rudely). I on behalf of a company I no longer work for apologize to you for being treated this way. You nor any other customer deserves this. Good luck in the future. =)

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#3 UPDATE EX-employee responds

How the billing works...

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

POSTED: Monday, June 02, 2008

To all who want to better understand the way Mediacom does their billing: When you first have services installed you pay the first month and installation. Within about a 2 or 3 week period you will receive another bill in the mail for the 2nd month. That is due upon the date it says. Your billing cycle starts the same day your service does. Depending upon the area you live in is when the system itself will actually disable your equipment.

If you live in the Il., Id, In, Ca, or AZ areas it will go into disabled status at 53 days deliq. Your bill will become an automatic 30 days past due when the 2nd bill prints up (ex: my bill prints the 10th. if I dont pay it before the 10th of the following month then it will be an automatic 30 days past due, so add another 23 days and you will hit your 53 days.) So as long as it is paid by the 52nd day you are okay. As for the system not giving you a conformation#, if it doesn't then the payment didn't go through. If you are speaking with a rep on the phone the system only gives an auth# for cc/debit card payments but not checking eft payments and that is why when I worked there I read back the #s and verified they were right.

The previous person who responded to the op's post was rude and inconsiderate and shouldn't have posted. It makes the company look bad. I may not work for the company anymore (and in large part completely detest the company for what was done to me by way of this however it does not warrant a customer to be treated rudely). I on behalf of a company I no longer work for apologize to you for being treated this way. You nor any other customer deserves this. Good luck in the future. =)

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#2 Consumer Comment

Mediacom employee--hah!

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

POSTED: Sunday, December 02, 2007

mr. mediacom employee,
you obviously did not read the OP's complaint very well. s/he paid their bill (or thought they had). since it was paid online, did you stop to ask if that was the payment method? did you stop to think that maybe the website may not have been functioning properly? i have heard similar complaints about this company. they do not deactivate after 53 days of non-payment, they do it within 10-20 days and understandably so. i would not wait 53 days for a customer to make a payment. but if the bill had been paid online and the website had an error or something to that effect (it happens), i would grant good cause in just this one instance but that is me.

since you are a mediacom employee, you should have been professional in your response, offered advice (this is why we're here) etc. i can understand why the OP is upset by saying that the employees used to be nice--you have just validated what s/he and most of the other customers complain about. so thank you.

OP, this is why we switched to DSL. no need to deal with rude employees when there is plenty of competition.

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#1 UPDATE Employee

getting shut off

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

POSTED: Thursday, November 22, 2007

There really is no basis to be upset. Your equipment is shut down after 53 days of being delinquent in payment. You pay for the upcoming month of service when you make a payment, and are not considered delinquent until your next billing cycle is to start. So you have not made a payment for a minimum of 80 days when your equipment is deactivated. Next time I would suggest paying your bill in a timely manner before you start complaining about the company.

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