MediaCom-Albany/Americus

We're attempting to reach the customer now to resolve the issues

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
/>
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
This is all that needed to be done in the first place but no one at Mediacom customer service would listenPerhaps some customer service training is in order
Regards,
*** ***

I had one of my colleagues research the customer's account. Please find below the details:
According to our copy of *** ***’s bills, over the past months,
she did not have auto pay set up with Mediacom. In fact, the last time she had auto pay set up with Mediacom, was October 2012; when she had an *** *** card set up with us, and that it was declined 10/6/12, screen shot #1. This is not to say that she did not have auto pay with her “Mediacom” bill through a 3rd party, such as a bank, but it was not set up through Mediacom’s Auto Pay service
The account was previously set up for online options such as to view monthly statement, to make payments online, and to check online usage details. If they have forgotten their User Name or Password, they can reset it at any point. We also have a fantastic new Mediacom App available that allows for customers to do so much more than billing as well; such as trouble shooting and checking appointment times, or even online chat assistance hours a day. When you pay online, you have the option to pay as a 1-time transaction or you can check the box to set up Auto Bill Pay
We mail out monthly statements, as well as, email customer about any payments made, when their new bill comes out, and a disconnect notice, when the account is past dueExample is shown below, screen shot #
We do record calls for training purposes; there was only one phone call from *** on 7/18/14. She was calling in after she had just made a payment online. The representative explained to the customer that she did not see any auto pay set up since the last time that her *** *** had been declined (2012). The customer stated that she had just did it minutes ago online, but what she must have did is a 1-time EFT, because that is what is reflected as activity processed from the customer’s actions online for that date, example #
No payment information is saved on file, unless the customer has auto pay set up. If the customer wants to allow us to place the auto pay information on file for her, by credit card (for checking account use, the customer would have to send in a voided check to set up for auto pay), she can call Mediacom to give the credit card information and we would be happy to set up Auto Bill Pay for her

I did have someone schedule a service call and
they tried to contact the cusotmer but I don't believe contact was ever made. From the customer's response it sounds like she has already received confirmation that the install fee will be credited back and that's all that she is asking for at this time

I was convinced by a gentleman with Mediacom that came to my home to switch from AT&T to Mediacom for my internet service It has been a year of trying to get the signal coming into my home to work Over the first few months I was told I needed a package upgrade I now pay for the Ultra pkgwith speeds up to 100Mbps As of today I am getting 14Mbps I have had two service calls this week alone They have replaced all the line coming from the service box to the modem inside, and changed out my modem twice To say the least I regret my choice to leave AT&T
It is quite a scam they have going when they convince you that you need the higher packages in order to get the speed you want to stream movies when they don't even have the equipment to support the higher speed in the first place
I am highly disappointed in this company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below.I cut off service as of December 15, 2014 and have acted as fast as possible given Mediacom's inability to act within a timely manner. The refund check being processed as of January 13, 2014 means that it has still not shipped out yet and the date in which I will receive the check is yet to be determined. Mediacom has acted in a manner inconsistent with good customer service and does not intend on providing a TIMELY resolution that has yet to be offered.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I emailed the Revdex.com to attach the image. But Now it is on there. Please refund me all my late fees and call me tomorrow after 3pm to set up automatic pay on my home phone. [Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

I'm not able to just credit this account off.  Someone used Ms. [redacted]'s social security number to open the account.  If they did not have her permission to do so, she should contact the local police department and report this as identity theft.  We'll be more than happy to work with the local authorities to then resolve this.

We completed a service call for the customer on 7/20/16.  If customer is still having problems please let me know.  Thanks.

I show that we completed a service call for Ms. [redacted] on the evening of 9/25/14.  I just need to know if that resolved her issues.

Per Ms. [redacted]'s request the account has been disconnected and I show a credit balance refund on her account in the amount of $51.89.

I'm very sorry for the bad install experience that Ms. [redacted] had today.  I'm going to have someone contact Ms. [redacted] and schedule a service call with one of our in-house techncians to make sure her services are working correctly.

The monthly bill did not go from $78 to $500.  This customer has been disconnected for non-pay and charges totaling $339 will be added to the next statement due to unreturned equipment.  This customer simply needs to return the equipment to take those charges off.

Our technical operations manager and another supervisor responded last evening and everything seemed to be working fine when they left.  Mr. and Mrs. [redacted] have the manager's cell phone number so that they may contact him directly if they experience more issues.  Mr. [redacted] also has my...

direct number if needed.

We can schedule a service call to address the VOD issue but the account is currently in a non-pay status and VOD functionality has been disabled.  A payment should be made to bring the account current and restore the VOD functions before I can send a tech out.  Sending a tech out...

beforehand would not help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.Since the initial complaint I was contacted by mediacom to schedule a 3 rd appointment . If I had just accepted the 3 rd  appointment they would have shown up for a 3rd time causing more lost wages on my part. When I questioned the associate she stated oh I didn't know that the construction dept would take 4 to 6 weeks .. This is just really really poor communication on mediacoms part and has cost me a lot of headache and money due to time off work and extra Internet on my cell phones.  Communication is key !!!
Regards,[redacted]

We have quite a bit of damaged cable in Mr. [redacted] neighborhood that we're going to have to replace.  We're hoping to start that project within the next two weeks.  Once complete Mr. [redacted] should not have any more service issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have had various conversations in which they have assumed no responsibility in the matter. I was told the technician was suppose to require a picture ID, which was not given. I was told there was no guarantee that this would not happen again. My social was tied to the account that my in laws had previously with dish which is how the devices were transferred with my social. Mediacom never informed me of a SECOND account with my name. It should have never been transferred in my name without proper identification. I have a good standing account with mediacom, never once was I notified that an account was in default. They did not properly identify me therefore I am not responsible, I want it off my credit report, ASAP. If it weren't for my credit report  I 
would have never known I had a second cable account!
Regards,
[redacted]

I'm showing that we completed a service on March 27, 2014.  Please let me know if you're still experiencing problems.