Client Review on Orbitel Communications, LLC

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I have been a loyal Orbitel customer for almost 4 years. They have always provided great products and very good service. That is until recently. I received my February bill to find out it went up $35 without notice. To rich for my blood. So I called them up to see what could be done. I was told that because I already have both TV and Internet, there are no promotions available to me. I was very disappointed that nothing could be done to reduce my bill without reducing my service. I took a couple of weeks looking for alternative solutions. I found something that would work for my TV so I called to cancel that and just keep the internet. The rep that answered told me that although they don't have any TV promotions I can get a promotional price on my internet that would reduce my bill by $20 a month. I asked the rep why my TV bill was so high when I only have basic and extended with one box. She said that I have a sports package for $8.95 a month. I said I never ordered that (I don't watch sports of any kind) she didn't answer my question. Dead silence. I said that someone slipped that on there without my permission because I would never order that. Again no reply. I then said take it off immediately and tell me my monthly total. She asked me to hold on. She left me on hold for over 12 minutes. I thought she had disconnected me! Then she returns to tell me that I have to increase my internet speed to get the promo and that would increase the bill by $10. At that point I had been in the phone for almost 30 minutes. I asked to speak to a supervisor. I was put on hold for another 6 minutes. A new voice came on the phone and kept calling me "mam" when my voice is clearly male. I'm a 56 year old man. Even after I told her this she continued to call me "mam". Now we are going on 40 minutes. I asked her are you a supervisor? He reply was NO there isn't one here. I was so frustrated angry and disgusted that I said goodbye as hung up. I called back 15 minutes later and got another rep. I simply asked to have a supervisor call me the next day. The rep insisted on trying to help me. I told her everything that had transpired and she replied. Well I can't do anything about that you need to speak to a supervisor. I almost popped my cork! I said yes that's why I want one to call me tomorrow. Charlotte called the next day and left a message stating that she had listened to the call and that there was no excuse for what I experienced and that they would train the two employees involved. On Monday I received my next bill and it had gone up yet another $33 now one dollar shy of $200 when it was $137 two months earlier. I called Charlotte today at 3pm she was not available the rep said she will have Charlotte call me when she finished up with the customer she was with. An hour and 20 minutes passed. I called again and this time got the same rep that started all of this trouble to begin with. I requested to speak to Charlotte and was instantly told she wasn't available. I asked to have her call me back TODAY that I had already called at 3 the rep insisted on verifying ALL of my information and then said thank you and disconnected the call. I waited patiently knowing that the supervisor leaves at 5pm. I received no call. This was the last straw. My only option seems to be social media to get my experience heard so that maybe someone who still wants to offer a decent customer experience sees this. This post will be duplicated on every social media outlet that I can find! If you want to offer me a resolution feel free to look up my account, read the notes and listen to the calls you will see I'm not exaggerating.