So there were abnormalities with my bill and I messaged the spectrum people on live chat. I am so peeved after this conversation! IDK what to do because they are our only internet provider and are totally screwing us! How can they make us pay for something that we are no receiving? They already made our bill $30 more expensive than originally agreed upon with hidden fees. Now this! What do you ladies think? What should I do? Anybody else have an experience like this with any kind of service provider?

Andrea S.: Good evening and thank you for contacting Spectrum chat. May I please have the name and complete address of the account we will be looking at today?

You: Kendra Lancaster

You: ***** Burlew Blvd Apt ***** Owensboro KY 42303

Andrea S.: Thank you for that information. Please allow me a few moments to get your account pulled up.

You: Okay

Andrea S.: Okay so I see that you are chatting in about having different account number. Is that right?

You: No. I called to pay my bill earlier and it said that there were two separate accounts under my phone number. I then come online to pay my bill and notice that it is double what i usually have to pay. I've always paid $58.94 and now it is $117.88. What are these new charges? I was already upset because I signed up for a $30 a month plan and then I was slammed with hidden fees and now this. I'm rather confused and upset.]

Andrea S.: I completely understand. Give me a moment and I will look into these changes for you and see what is happening.

You: Okay thank you very much.

Andrea S.: You are very welcome.

Andrea S.: Okay so the way it looks, you missed making a payment on time back in April. This has caused a past due balance to be rolled over on every bill. Your regular monthly charges are only $58.94. Once you pay your past due balance you will go back to being billed that regular amount.

You: That isn't the problem though. I can see where the April bill is past due but I still have always been able to just pay the current month and leave the other bill alone. It is telling me my overall balance is suddenly $176.82 and that makes no sense. Where is this extra money coming from?

You: I now suddenly have 3 months of bills due instead of just two.

Andrea S.: What you are seeing is the current past due balance of $117.88 which is 61 days past due. In addition to that you have your current charges of $58.94 bringing your total amount due to $176.82.

You: Ive only ever had $58.94 be 61 days past due not $117.88. That's what im saying is that it has suddenly changed.

Andrea S.: No Ma'am it has not since your account is now 61 days past due you now have 2 months worth of charges that are past due. You now have that past due amount along with the current month of charges making your total be the amount it currently is.

You: When i pay my bill and as you can see ive paid my bill regularly i read exactly this. previous statement: $117.88 last payment:58.94 past due balance: 58.94 total balance: $117.88.

Andrea S.: Give me a moment and I will pull that bill up so I can see exactly what you are seeing.

You: now suddenly im reading my previous statement as $176.82 why am i being billed for a month that i didnt even use.

You: i should only have one month overdue from 61 days ago and this month due

Andrea S.: No ma'am. That is not how the system works. Just because your services are shut off due to not having been paid does not mean that you stop being billed for services.

You: that makes no sense. that is stealing. if i dont receive services then i shouldnt be billed for them.

You: that is taking money for nothing

Andrea S.: At this point until you call to cancel your services or go without paying for so long that they get turned all the way off you will continue to be billed for those months.

You: you dont pay for groceries without getting food

You: that is ridiculous

Andrea S.: I am sorry that you were not aware of the way our services are billed. However I can not remove the charges for the time you have been currently billed.

You: ive been billed for nothing i received no services and the bill is already higher than what i asked for to begin with. what kind of business is being run here? i know it isnt your fault but this is very wrong.

You: so because i cant pay this new bill of $117.88 what im still going to be charged for another month?

Andrea S.: Yes ma'am this will continue to happen until you either get your bill paid in full and get your services restored, cancel your services all together, or leave your account unpaid for so long the company will send your account to collections.

You: Id like to cancel my account and issue a complaint. I will never use these services again and I will tell others to cancel too.

Andrea S.: I understand. To cancel any services you must call in to our customer care line at 1-833-780-1880. No cancelations are made over the chat.

You: Is it 24 hours?

Andrea S.: Yes Ma'am it is.

You: Will there be any cancellation fees?

Andrea S.: No Ma'am no cancelation fees, you will however still be expected to pay the amount that you have currently been billed for.

You: So i cant even cancel until i pay? How am i supposed to pay if you keep racking up my bill?

Andrea S.: No ma'am you will be allowed to cancel your service at any time. But even if you cancel today you will still be expected to pay for the amount you have currently been billed. If you were to cancel today you will stop accumulating charges.

You: Okay, thank you very much for your help. I know it's not your fault so don't feel that I bear any ill will towards you.

Andrea S.: I do appreciate that. I do always hate to be the bearer of bad news.

You: Yeah it but its part of the job. Im about to do what you do so im hoping there wont be alot of it.

info: Your chat transcript will be sent to kendralancaster1997@gmail.com at the end of your chat.

Andrea S.: No most of the chats I take are very chill and easy. It is more rare to run across an occasion like this one. And please trust me when I say that I wish that there was more that I could do for you.

You: I know hopefully it wont be as bad of a night from here on out for you hun.

Andrea S.: My night is almost over so I am good to go. I hope that you have an enjoyable evening as well.

Andrea S.: Was there anything else I could do for you tonight?

You: Im glad to hear that. Well thank you for all of your help and hopefully I can get the rest of my help from that phone number. I'm all set on your end.

Andrea S.: Okay then. If you don't mind to take a moment to end this chat, you will be given the option to fill out a survey about both my performance and that of Spectrums.

You: Okay no problem. Have a nice night.

Andrea S.: You as well.

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