Page 8 - MidWeek - Sep 28, 2022

8 MIDWEEK SEPTEMBER 28, 2022
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W hen the latest bill from our internet provider showed an increase of $12 a month, I was puzzled and wanted an
er can squeeze more money out of me.”
vance when that is going to take place.”
“I don’t care about the $2. I just think it’s pretty sleazy to raise the rate and pretend it’s something I asked for.”
explanation.
Like most customers, I
“I don’t even know what a Plan Rate Adjustment Multi is,” I typed.
“In other words, you’ re saying it’s not your fault that I don’t read the fine print on the bottom of my bill every month.”
“Thank you for your reply. I will go ahead and add the special offer for you. Please standby — we appreciate your patience.”
long ago abandoned all hope of ever having quick and sat- isfying phone communica- tions with big corporations. I’ ve resigned myself to long waits hearing a recorded voice repeating “your call is very important to us.” Shut- tled from one unhelpful rep- resentative to another. Spend- ing hours on hold without getting any satisfaction.
“You added Plan Rate Ad- justment Multi to your ac- count, so your bill increased by $12,” it replied.
“I see an offer on your ac- count that will give you $2 off of each line for 12 months to help offset some of the cost of the increase. Would you like me to add that for you?”
But perhaps, I thought, I’d have better luck with a virtual chat. So I went on the inter- net provider’s website for a conversation with a “digital assistant.”
Eventually, I was connect- ed with a “live chat represen- tative.”
“Why is my bill $12 higher this month?” I typed.
“The rate for your current shared monthly data plan will be increased by $12 a month for your account due to rising operational costs,” he, she or they typed.
“You added Plan Rate Ad- justment Multi to your ac- count, so your bill increased by $12,” it replied.
“Why didn’t you just say you’ re raising your rates in- stead of making it appear that I added plan rate adjustment multi?”
That puzzled me even more. I’m pretty I never said to myself, “Gee, may- be I should add Plan Rate Adjustment Multi to my ac- count so my internet provid-
“At any time, (we) will increase the rate of the plan and we do notify you in ad-
“That doesn’t answer my question.”
I ended the chat without getting any satisfaction. On the plus side, it took only 20 minutes to not get it.
“The Secret Question is a question you selected when registering to help authenti- cate your account,” it replied, inexplicably .
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“Maybe I need to chat with someone else.”
“Why is my bill $12 higher this month?” I typed.
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