- Report: #990604
Complaint Review: TransWorld Network - Oldsmar Florida
Reported By:
Dissatisfied User -
Southen, Arizona, U.S.A.
Submitted:
Updated:
-
Author Confirmed
Why?
TransWorld Network
255 Pine Ave. N. Oldsmar, Florida 34677 Oldsmar, 34677 Florida, United States of America
Phone:
800-253-0665
Web:
http://www.twncorp.com
Categories:
Business Rating:
(0)
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TransWorld Network Wi-Power Archaic billing software wreaking havoc on customers Oldsmar, Florida
We have been customers of TransWorld Network Corp AKA Wi-Power for over five years now and I've always felt they had billing issues but never able to prove it, until now.
First of all, their billing systems don't update in a timely manner (once a month) so there have been times we've paid our monthly bill two or three times in one month. Other times, we didn't pay our bill because we thought we'd paid it, already. However, due to the terrible billing system, we were never quite sure what we did owe.
The service is substandard, to be sure, and they never deliver the speeds they say they'll deliver. At one time, we had our phone service through them in addition to our internet service, but had to cancel it because of the service being down so much due to weather, the wind, etc. (at least these are the reasons they gave us - we live in Arizona and don't have a great deal of "bad weather").
A couple months ago, I noticed a different page on their site called "My Account" that shows a running tally of our account, going back three years. There was a discrepancy between our current bill and the running tally of $83.77. I was finally able to contact TransWorld this morning about the issue and couldn't believe they did what they did.
After explaining to the billing CSR about the difference in our billing vs. what their site's running tally showed (three years of account payments and bills, beginning 01/01/2010) he put me on hold so he could "look further into the matter". After a few minutes, the CSR returned to the call to tell me, "Okay, I've fixed it so the website balance matches the bill."
In looking at the transactions, nothing changed in the tally from 01/01/2010, but "something" (I can't find what) was changed prior to that date that now showed we've owed them money, every single month, for the last three years, even though our balance on 01/01/2010 was -$115, a credit balance.
TransWorld's stance is we owe the money, we need to pay the money, it's not their billing that was inaccurate but the running tally on their own site. It seems, according to their explanation, that the site has been out of sync with their billing for years?
TransWorld Networks suffers from tremendous problems with regard to their customer service personnel and will always take the stance any errors on their part are due to the stupidity of their customers, not that they've genuinely made a mistake. We, the general public, can't POSSIBLY understand what it is they do.
I have many years behind me as a full-charge bookkeeper and Financial Controller. A running tally, billing and payments is not something that eludes me in any way, shape or form, yet they expect me to believe a computer "geek" (and I say this with love, being married to and having given birth to computer "geeks" who have absolutely NO financial understanding other than, "Here's what I make") who hasn't taken a single accounting class in their life knows more about it than I?
Should you be approached by TransWorld Networks to change to their service, run, don't walk, to get away from these guys. Not only is their billing more than a little sketchy (and, let's just say it, how good can they actually be if the corner store owned by Grandmom and Grandpop has a better billing system than a technologically-based company) but they simply don't provide the service they say they're providing. We pay for their highest level of internet service and get, at best, their lowest level. When you attempt to fix the problem with them, which is often, the techs treat you as though their service is absolutely fine, it MUST be you that is the problem.
First of all, their billing systems don't update in a timely manner (once a month) so there have been times we've paid our monthly bill two or three times in one month. Other times, we didn't pay our bill because we thought we'd paid it, already. However, due to the terrible billing system, we were never quite sure what we did owe.
The service is substandard, to be sure, and they never deliver the speeds they say they'll deliver. At one time, we had our phone service through them in addition to our internet service, but had to cancel it because of the service being down so much due to weather, the wind, etc. (at least these are the reasons they gave us - we live in Arizona and don't have a great deal of "bad weather").
A couple months ago, I noticed a different page on their site called "My Account" that shows a running tally of our account, going back three years. There was a discrepancy between our current bill and the running tally of $83.77. I was finally able to contact TransWorld this morning about the issue and couldn't believe they did what they did.
After explaining to the billing CSR about the difference in our billing vs. what their site's running tally showed (three years of account payments and bills, beginning 01/01/2010) he put me on hold so he could "look further into the matter". After a few minutes, the CSR returned to the call to tell me, "Okay, I've fixed it so the website balance matches the bill."
In looking at the transactions, nothing changed in the tally from 01/01/2010, but "something" (I can't find what) was changed prior to that date that now showed we've owed them money, every single month, for the last three years, even though our balance on 01/01/2010 was -$115, a credit balance.
TransWorld's stance is we owe the money, we need to pay the money, it's not their billing that was inaccurate but the running tally on their own site. It seems, according to their explanation, that the site has been out of sync with their billing for years?
TransWorld Networks suffers from tremendous problems with regard to their customer service personnel and will always take the stance any errors on their part are due to the stupidity of their customers, not that they've genuinely made a mistake. We, the general public, can't POSSIBLY understand what it is they do.
I have many years behind me as a full-charge bookkeeper and Financial Controller. A running tally, billing and payments is not something that eludes me in any way, shape or form, yet they expect me to believe a computer "geek" (and I say this with love, being married to and having given birth to computer "geeks" who have absolutely NO financial understanding other than, "Here's what I make") who hasn't taken a single accounting class in their life knows more about it than I?
Should you be approached by TransWorld Networks to change to their service, run, don't walk, to get away from these guys. Not only is their billing more than a little sketchy (and, let's just say it, how good can they actually be if the corner store owned by Grandmom and Grandpop has a better billing system than a technologically-based company) but they simply don't provide the service they say they're providing. We pay for their highest level of internet service and get, at best, their lowest level. When you attempt to fix the problem with them, which is often, the techs treat you as though their service is absolutely fine, it MUST be you that is the problem.
