- Report: #67811
Complaint Review: Supratelecom - Miami Florida
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Supratelecom
supratelecom.com Miami, Florida, U.S.A.
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Supratelecom horrible customer service ripoff Miami Florida
On 06-20-03 I paid my bill and requested a transfer of service to my new address just one block south. They took all the info and asked for a contact number. The gave me a date just about one week from request date. It is 10-29-03 and I am still waiting!!!!
I got tired of calling only to hear that:
A- We already did the transfer (not done)
B- We did not get a contact number (lie)
c- We did not get the address (lie)
d- The customer serv. rep did not rite down the info (again)
After putting up with the lies on August 01 I contacted a company by the name of Vonage to provide my phone service. They sent a letter of notification to Supra on Aug 07th 2003 and to this day (1-29-03) they still have not been able to get my service!
They provided me with a temporary number until the problem gets resolved.
When we contacted Supra we where told that Bellsouth had a problem with my phone number and had blocked the transfer (we contacted Bellsouth, it was a lie)
We at a different time where told that they had never received the transfer request, (lie) Vonage explained that they had received confirmation of receipt. I call every week and ask why I am still getting bills from Supra and they say we are customers, we spoke with 25 agents and finally received three different confirmations that this has been resolved only to get another bill in the mail.
It turns out that either the service rep did not notify billing or billing did not respond and forgot about the confirmation so we start the process again. Supra disconnected my service due to lack of payment so Vonage cannot transfer my service to a non-existing number! Supra tells us that we did not pay so they disconnect until we pay. On a different call they say that they transferred the service to Vonage and that is why we have no service (lie) Vonage has not received the service Supra still refuses to transfer.
Last week I find out that Supra claims that there is a block on the line and that is why they could not transfer service! (Lie). Then I get a confirmation telling me that all has been fixed they apologized and said it will be transferred (it has not). Saturday, I get another bill from Supra. Today I call and they tell me that they will credit service from August 07, 2003 but since I had service (I did not) I have to pay from June 29 until Aug 07! I remind her that I did not have service and she continues to read the screen telling me that they will not credit me since I was getting service (I did not).
I call again and get some one telling me that the situation has been fixed and that I will not be billed since I had no service. I have heard that five times and do not believe it. She insists that this is getting fixed and that by Friday I will get all resolved. Each time I speak to a rep. who swears it will be fixed or is fixed I ask for a letter either faxed or mailed and I have yet to receive one. This company lies and has terrible service.
E
miami, Florida
U.S.A.
I got tired of calling only to hear that:
A- We already did the transfer (not done)
B- We did not get a contact number (lie)
c- We did not get the address (lie)
d- The customer serv. rep did not rite down the info (again)
After putting up with the lies on August 01 I contacted a company by the name of Vonage to provide my phone service. They sent a letter of notification to Supra on Aug 07th 2003 and to this day (1-29-03) they still have not been able to get my service!
They provided me with a temporary number until the problem gets resolved.
When we contacted Supra we where told that Bellsouth had a problem with my phone number and had blocked the transfer (we contacted Bellsouth, it was a lie)
We at a different time where told that they had never received the transfer request, (lie) Vonage explained that they had received confirmation of receipt. I call every week and ask why I am still getting bills from Supra and they say we are customers, we spoke with 25 agents and finally received three different confirmations that this has been resolved only to get another bill in the mail.
It turns out that either the service rep did not notify billing or billing did not respond and forgot about the confirmation so we start the process again. Supra disconnected my service due to lack of payment so Vonage cannot transfer my service to a non-existing number! Supra tells us that we did not pay so they disconnect until we pay. On a different call they say that they transferred the service to Vonage and that is why we have no service (lie) Vonage has not received the service Supra still refuses to transfer.
Last week I find out that Supra claims that there is a block on the line and that is why they could not transfer service! (Lie). Then I get a confirmation telling me that all has been fixed they apologized and said it will be transferred (it has not). Saturday, I get another bill from Supra. Today I call and they tell me that they will credit service from August 07, 2003 but since I had service (I did not) I have to pay from June 29 until Aug 07! I remind her that I did not have service and she continues to read the screen telling me that they will not credit me since I was getting service (I did not).
I call again and get some one telling me that the situation has been fixed and that I will not be billed since I had no service. I have heard that five times and do not believe it. She insists that this is getting fixed and that by Friday I will get all resolved. Each time I speak to a rep. who swears it will be fixed or is fixed I ask for a letter either faxed or mailed and I have yet to receive one. This company lies and has terrible service.
E
miami, Florida
U.S.A.
1 Updates & Rebuttals
Jerry
Heredia,Central America,
Costa Rica
their billing system is not accurate
#2UPDATE EX-employee responds
Sat, October 04, 2003
As a recent former employee I can tell you that you are right, altough the company recently made some policies for adjusting and giving better service and when they're good they're good it is still a mess. For example most people that work for Supra are trained and they try to do their best. The biggest problem with Supra is that they constantly change policies, for example they trained the whole staff to provision orders for LENS so when a customer calls and needs something added to his phone(for example adding a caller ID) we would provision the order and the customer would get his feature going in 24-48 hours because we would not have to fill a paper order and wait for it to get done(if it ever did). Now about five weeks later they changed it and nobody can provision LENS anymore so customers have to wait for their order to be completed by provisioning dpt. As it is stated here in this page their billing sucks(which makes most of the call volume), altough the agents were given rights to give credits right away to certain amount(they had to send a report to billing before) if a customer calls because they billed him/her for something they should not have been billed for it was great, but the thing is that they do not refund the taxes generated by it, for example if a customer is billed for domestic long distance calls and they had the unlimited plan meaning they are not supposed to be charged for the calls they do credit the calls but they do not credit the taxes generated by those calls($110 in taxes for wrongfully billed calls anyone?). Also their billing system is not accurate at times and also their system fails a lot(sometimes crashed up to 5 times a day and the ordering system did not work at all, accts could not be disconnected or activated so you kept receiving bills or you were not billed at all), so sometimes you are talking to agents who are taking your calls blindly because they have no system and have no way to access your account(people are told that the system is being updated). Not only that but they are now messing with the employee's schedules and paychecks, when they paid the whole staff the wrong amount I decided that was it and I quit. It is also true that when you finally know what you're doing you realize you don't want to work for Supra anymore,it was sad because when I got the hang of it and was able to help a lot of customers I felt uncomfortable with the constant changes in policies and other new things that makes working for Supra now unbearable.
