Oh, What Happened to Customer Service?
Written: Jan 05 '01
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Product Rating:
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Pros: Many dialup locations ?
Cons: Everything else
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| bethrn's Full Review: Onemain |
As most of you know, OneMain.com bought out United States Internet (USIT) a year or so ago. I signed up with USIT as my ISP back over 5 years ago. There were only 2 local ISPs in my rural town back then, and USIT was far superior, as I had accounts with both ISPs.
USIT was just awesome as an ISP! The only complaints I ever had were about the lack of 56k modems locally in 1997 and problems they were having with consistently dropping your connection back then. When I complained about that, (no kidding) I received email from someone within 48 hours telling me in great detail of the upgrades that are coming almost immediately here in my town. He asked me if I would to just hold out with USIT a little longer, and they would make me a very happy customer again. They even threw in a free month of internet service because I was unhappy just that one time. They followed through with their promises. They could not be beaten!!
And then...
Enter OneMain.com. Oh, they send out this lovely email and tell us that nothing is going to change. The customers will continue to get the same wonderful service as always, and then they even promise you bigger and better things.
So many things have taken a change for the worse. The first thing I noticed beginning February 2000 was that they had changed my billing increments from quarterly to monthly, and sometimes I even received bills for 6 weeks or other inconsistent billing periods. I tried to contact them many times to inquire about why my billing was changed without my knowledge, and I was never able to speak to a real person. To make a long story shorter, I sent them a letter canceling my OneMain account effective my last paid service date. They never canceled my account, and continued to send me bills. I continued to try to call without success and emailed the billing department several times telling them to CANCEL my account. I was not using it. I did not need it. I had asked many times. A few times I actually got through to a real person.
To make a very long story a little shorter, yesterday I received a notice of referral to a collection agency for my unpaid OneMain bill for almost 7 months! I have communicated clearly with the billing and "customer service" departments, and my account is STILL active and I've been referred to a collection agency! It is so sad to see such a great, customer-oriented company go down the drain like this one has. I sure hope Earthlink can salvage this company before anyone else has to experience such a true example of deterioration of customer service first hand like we have. I believe they just assume that the bottom dollar is more important than any customer out there.
Recommended:
No
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Epinions.com ID:
bethrn
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Member: Beth
Location: Tennessee, USA
Reviews written: 5
Trusted by: 0 members
About Me:
Registered Nurse, happily married and Mom to 2 boys, aged 18 and 5.
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