March 18,2015. Went into the physical address for Brighthouse cable on Sr 64. I wanted to lower my bill. I removed all premium television stations at this time. I have autopay set up so I didn’t notice I was being billed for more premium stations than I had before until may 19th. $65 a moth plus tax. I called and spoke to Rafael at 4:46 pm on the 19th. After an hour and a half on the phone and several refusals to connect me to a manager, he assured me his manager had put in an order to refund me the full $195. He simply told me to wait 1-4 business days for it to post to my checking account. I called back 5 business days later after receiving no refund. I spoke with a woman named Olga this time who said the report still had no authorization and that I should call back tomorrow afternoon. Begrudgingly, I called back the next day on may the 29th at 2:19 pm. Speaking to Louis was aggrevating to say the least. Nearly impossible to understand, he did his best to be overlery nice while telling me there is nothing he can do. I then demanded to speak to his supervisor. Actually getting the supervisor Marcus on the line was akin to pulling teeth. Forty minutes later Marcus was on the line explaining to me that they had discounted my incorrect bill by less than the agreed upon amount and there was nothing more he could do. My routine bill was supposed to be $170.46 and they were discounting a bill for over $250 down to $100.51. This was in reality a credit of only $69.96. So when I asked Marcus how he planned to make it right on the $125.04 still owed to me, he said we’ve done all that we can do. I asked to speak to his supervisor and he refused saying there is no one else. I blatantly asked him if he knew what his company was doing was illegal and he said yes, and everything seems ok to him. Feeling like I was about to be yelling at a brick wall from this point forward I hung up the phone. It blows my mind that a company as large as this can get away with fraudulently charging its customers and then refusing to make it right. I’ve been a customer of theirs for 5 years now and coming this next month, I won’t be anymore. .
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