sticker shock Comcast to Centurylink
December 27, 2016 1:10 PM   Subscribe

I moved my company's telecomm (trunk + Internet) to CTL. We are getting billed for services we were not quoted on the initial proposal. Now experiencing buyer's remorse, what's the best that can happen here?

I work for a small business of around 25 people. About two years ago I moved our trunk/phone services to Comcast to take advantage of a great deal on PRI/trunk services. Fast forward two years and the deal is expiring which means the PRI goes up in price.

It turned out CTL has fiber near our business. With that as the lure, I began researching getting this service to replace the Comcast Internet. Shortly thereafter began chatting with a subdivision of CTL that offers cloud PBX over SIP trunks. The rep quoted us a standard T-1/PRI at $x and fiber-lite at $y. The rep told me, sorry, the fiber lite does not pencil out without more services, so boom, now we're talking PRI to stay compatible with our PBX system.

The T-1/PRI is what is blowing us out of the water. The $x became $x plus taxes + direct inward dial account/more taxes, plus an account for 800# calls which are billed separately from our free minutes included with the DID #'s. Then add taxes on top of the fiber+ and I'm starting to pull my hair out. We're looking at quote +$300 or more in monthly costs, basically a cost increase that was not planned for or expected.

By contrast, Comcast basically pointed 800 calls at our main #'s and charged a small fee to do so. CTL is billing us per 800 call on their regular rates. Technically, CTL's services are better with more redundancy. The unplanned cost increase is the problem.

I never thought I'd actually be looking back at Comcast regretfully and left well enough alone. Anyhoos, a good chance to check out my cognitive process and assumptions. I'm also wondering if I got rolled by a telecom rep.

So, I'm looking now for ways to audit this situation to make sure we are getting the best deal possible given the 36 month contract we've just signed. CTL is a giant company. I'm thinking perhaps I need to have a come-to-Jesus moment with the rep who quoted us flat rates for circuits with no documentation of the associated services or mention of the costs involved. In hindsight, it's pretty easy to see the rep has no incentive to disclose costly services if it might derail a proposal.

Clearly I needed to have done more research or been more skeptical. If anyone has been in this situation or has resources for getting more info from CTL, that would be a big help. I will probably threadsit and can answer specific questions if any. YANM telecomm rep or engineer. Thanks in advance.
posted by diode to Computers & Internet (5 answers total)
 
If none of these additional services/fees were revealed in your quote, I'd suggest you call CTL and discuss the concepts of "hidden charges" and "transparency." Be sure to mention your attorney.
posted by Thorzdad at 1:26 PM on December 27, 2016 [3 favorites]


We're looking at quote +$300 or more in monthly costs, basically a cost increase that was not planned for or expected.

Call the billing department and tell them you are being billed way more then you were quoted. It is possible that things were set up incorrectly and can be fixed. The person you will be talking to is not the person who made this mistake (or did whatever on purpose), so there is no need to threaten them with a lawsuit yet. Take their name and any tracking numbers they can give you to verify that you are disputing these charges. Find out how long it should take to fix the problem. Follow up on the day they tell you to and check on the status of the fix. If you have an account that you can log into to see your current bill, ask if you will see the fixed charges on that account or if you have to wait for the next bill.

If you can talk to the person who gave you the quote, do that after you have notified the billing people. Ask them what they can do to fix it. Keep notes of their response(s) in your file.

Meanwhile, think about paying the amount of your quote each month until this is fixed. That shows that you are not behind on your bill and are just not paying the amount you disagree with. Don't be surprised if the payment people contact you and ask you why you are behind. When this happens, let them know you are disputing the bill and give them the tracking number and/or date and rep name from your first call. Write down any and all communications with the company in your file.

If this goes on for more than 3 months or they refuse to fix it, then you can talk to a lawyer about how to get out of the contract.
posted by soelo at 1:40 PM on December 27, 2016 [1 favorite]


FWIW, I used to work for Qwest (now CTL) and I'll just say making shit up to increase the billing amount was not only acceptable there, it was pretty much required if you wanted to make your quota. Wouldn't surprise me if things haven't changed much in 10+ years.
posted by COD at 2:23 PM on December 27, 2016 [1 favorite]


There should be call recordings and internal notes for all the times you have spoken to them. Call them and dispute the charges. Follow their escalation process until you're speaking with someone who will review what you signed up for and find a solution for your issue. I used to work at an ISP and we did this all the time.
posted by kinddieserzeit at 3:19 PM on December 27, 2016


Response by poster: Thanks, this is helpful. I wonder if the contract language is somehow going to contravert attempts to dispute this. I will definitely be filing a dispute and following up as recommended.
posted by diode at 3:49 PM on December 27, 2016


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