Please pass this on to any friends. Avoid Ztel like the plague as
their customer service is HORRENDOUS. Customer satisfaction is
non-existent.
Last year about this time I signed up for Ztel long distance.
Unlimited long distance...$49.95 plus all the taxes and local service,
etc. Seemed like a great plan. Get it all set up to go, am told 10-14
days until it is turned on. OK..no problem. I had not picked a long
distance provider when we bought our house as I rarely if ever called
outside my area, and we had a Baltimore exchange.
14 days, comes. 16 days, goes. No phone service with Ztel yet, so I
call customer service. Customer service person looks up the order and
says * Oh..! You have a foreign exchange. The order could not be
completed due to that. You have to change your phone number to a local
number and then we can initiate service.* HELLO? What? No phone call
from their service office? I guess they were just waiting for _me_ to
call up and check on them. First strike.
OK ..I find out what needs to be done * get a local line * ...costs $8
to get done. Taken care of . I call Ztel back, per instructions from the
last person I spoke to .It had taken 5 or 6 days for the phone number
change to take place. So we are now into 3 weeks past the time of the
first call to Ztel. Talk to person and set it up to have the service
started with the new number. Again, 10-14 working days, etc. etc. Fine.
14 days comes, 14 days gone. Still no service with Ztel yet. I call.
CS person checks and says *OH! The order was cancelled! Someone must
have looked at the fact that you had formerly had the foreign exchange.*
But again, NO CALL from Ztel to inform me of this! . Strike 2.
Now it is 5 weeks from the start of this. I told the woman OK.. what
you need to do is get someone and make SURE that the order is put in.
MAKE SURE that they have it , and I want and EXACT TIME when the order
will be filled. I will stay on the line while you do so. Well, of COURSE
she can't DO that. So I said ok..someone needs to call me back within 72
hours and let me know what is going on. She says * Ok..no problem, we
can do that *. Well, at the end of the 72 hours, we did have phone
service. But NOONE EVER CALLED. Yet another STRIKE OUT for their CS
Department. Why did I hang on? Optimism I suppose... *sigh*
OK..so this is ... at this point in November. Billing cycle is
November 21st-20th of next month. By January, we haven't received a bill
or a welcome packet containing the Calling Cards. Ok, no problem they
say, we will reissue those to you, and send you the bill. I pay the bill
with a telecheck to get the account up to date.
Well, by the time March's billing cycle ends, we have received bills,
but we haven't received the cards * and still haven't in fact and it is
now September '03, and never received a welcome packet *.
April comes, and the bill arrives. Wait, something is wrong. They say
we owe two month's fees. What??? I can't figure out what they have
credited to the account when, their web service isn't up yet, so I
request a copy of the billing statements. Amount owed, when credited,
etc. " Ok, no problem we can send that " I am told.
July comes, no paperwork. MEANWHILE each month's bill contains an
extra month's charges, AND LATE FEES!!! I call back. PLEASE send me the
paperwork. "Oh you didn't receive it? Ok...we will send it". Meanwhile,
the long distance service gets cut off for non-payment. ???? Call up to
get that straightened out. Done. Yet more strikes for their lack of
coordination and follow through with customer service.
As of today, September 13th I still haven't received any of the two
*sent* sets of paperwork.
Sooo it is now September. They shut off the long distance AGAIN.
Michael calls up yesterday and pays the bill as they never * received *
the check. Oh, and by the way, he paid both full months even though we
really only owe 1 . Great. Long distance will be turned on within 24
hours, they tell him. And he requests the PAPERWORK AGAIN. OK, they say.
Order is in. * rolling eyes *.
So, 1ish this afternoon I try to call a friend in South Carolina. I
get a message saying that *Your long distance service is not available
at this time * , which means they STILL haven't hooked it up 24 hours
later.I call Ztel. I get a CS person who says * Ok, Ms. Jones, I am
going to activate your long distance service and the 9.99 charge for
unblocking will be on your next month's bill. WHAT????!!!!! What charge?
My husband was NOT told of any charges yesterday. I told her that and
she transfers me to another department. One that informs me that even
though they have my money, they are not going to turn the long distance
back on until we pay the unblock charge. I go through the whole story as
I typed it above. They say "Ok..well the papers your husband requested
have been put through and the charges for them will be on the next
month's bill." WHAT ??? WHAT?? WHAT??
Not only is it $5 for the papers, but $5 PER MONTH'S BILL. They want
to charge us $5 for each month since last November !!!! The woman did
NOT tell my husband that yesterday because I am TELLING you the man
would NOT have ordered the papers. And had there been mention of a $9.99
connection fee, and he was forced into paying it, he would have paid it
YESTERDAY. The CS person he spoke to messed up royally. FINAL STRIKE OF
THE GAME.
I told the woman I was speaking to that this is IT. They are the most
disorganized, poorly put together company I have ever had the misfortune
to deal with. I said this is not personally directed at you, but I am
telling you right now that should your company offer me 5 months' free
service to stay , that I wouldn't stay !
So I found a new phone provider and that is that. But not really.
Because the last woman I spoke with * I had to call back YET AGAIN * for
two hours trying to get this straight, could not help me . It was like
speaking to a brain-washed cult member who keeps tossing back the same
phrases and lines, but makes no sense. I have NEVER seen a company run
that way.
Basically it comes down to this. Their CSR's make no mistakes. They
record the calls, but they won't utilize the recordings to help
customers prove that they are being taken advantage of. Consumer
Protection Laws state that before a charge for a service can be billed,
that the customer has to be informed of said charges. Ztel knows this,
but when their CSR's don't do so, it is up to the _customer_ to prove it
. I am going to send this email to as many people as possible as a
warning. I am going to make a webpage..JUST TO POST THIS..and log it in
as MANY search engines as possible. To the FCC. To the Better Business
Bureau. And I will send it to the White House if I get a large enough
head of steam up. I am mad as heck and _will_ have satisfaction for
mistreatment at the hands of these people. At no time was I rude,
condescending or impolite, yet they never followed up, never fixed their
mistakes, and NEVER ONCE admitted culpability for their actions.
DO NOT SIGN UP with Ztel . They don't care about customer service .
Their CSR's are not properly trained and educated, and frequently and
often make mistakes. And when they do, the company will not take the
customer into account.
Beware..you lay you sanity and mental health into danger by signing
up with them.
Signed, a very disgruntled and UNSATISFIED CUSTOMER FOR OVER A YEAR,
Kathie Jones
Forest Hill, Maryland
Permission to crosspost as desired. PLEASE!
"The best way to cheer yourself up:
Cheer everybody else up."
- Mark Twain