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Startec Complaint - Startec Thinks I'm Stupid - International Call "Savings"
International Call "Savings" - Complaint
ROCKVILLE, MARYLAND -- I signed up for Startec last May 26th when I didn't have a phone card handy and had to make an emergency call to the Philippines. After talking to a really nice agent about the details of their services such as not having to dial the access number when dialing from my cellphone, I started making my calls. When I opened my bill from my AT&T on June 2nd, I almost had a cardiac arrest after seeing a $1345.51 bill.
So I called Startec's customer service to clear up the miscommunication and was on hold for almost an hour while they were trying to trace the phone call when I signed up. Finally, they gave me a 24 hr waiting period for them to locate that call so we can listen to it together. I'm still waiting for them to trace it. When I asked to talk to a manager, I was given a 48-72 hr waiting period for them to call me back?! I wrote a letter and faxed and emailed it to corporate and customer service and got this response:
"I apologize if there was miscommunication during the sales call and this is the reason we send out the welcome package to clear up any questions or concerns the customer may have. Startec does not issue credit for charges that were incurred through another provider. If there is anything that I can do to further assist you please feel free to contact me."
But let me clarify that the "Welcome Package" was sent to me BEFORE I talked with the agent and had no instructions specifically for the service I was trying to avail. The person who wrote that email didn't even give "its" name but instead just left the regular customer service line so when I try to call them back, I have to retell my story over again.
STARTEC THINKS I'M STUPID FOR FOLLOWING THE INSTRUCTIONS THEY GAVE ME WHEN I SIGNED UP.
So I called Startec's customer service to clear up the miscommunication and was on hold for almost an hour while they were trying to trace the phone call when I signed up. Finally, they gave me a 24 hr waiting period for them to locate that call so we can listen to it together. I'm still waiting for them to trace it. When I asked to talk to a manager, I was given a 48-72 hr waiting period for them to call me back?! I wrote a letter and faxed and emailed it to corporate and customer service and got this response:
"I apologize if there was miscommunication during the sales call and this is the reason we send out the welcome package to clear up any questions or concerns the customer may have. Startec does not issue credit for charges that were incurred through another provider. If there is anything that I can do to further assist you please feel free to contact me."
But let me clarify that the "Welcome Package" was sent to me BEFORE I talked with the agent and had no instructions specifically for the service I was trying to avail. The person who wrote that email didn't even give "its" name but instead just left the regular customer service line so when I try to call them back, I have to retell my story over again.
STARTEC THINKS I'M STUPID FOR FOLLOWING THE INSTRUCTIONS THEY GAVE ME WHEN I SIGNED UP.
Comments:
Posted by justcuz on 2010-06-03:
I'm not familiar with Startec, but it makes no sense that they would tell you that you didn't have to dial the access code prior to making an international call. Without the access code, there's no way for your account to "link" to your Startec account. As a result, you were direct dialing internationally and AT&T charged your their international dialing rates, rather than just deducting minutes.
Not sure what you can do about this other than to keep escalating it and hopefully they will find the recorded call. AT&T will probably not credit it either, due to it being international calls, they'll have to pay it if you don't. Good luck!
Not sure what you can do about this other than to keep escalating it and hopefully they will find the recorded call. AT&T will probably not credit it either, due to it being international calls, they'll have to pay it if you don't. Good luck!
Posted by DeepakD on 2013-03-23:
AT and T charges $7 per minute to calls to India if you haven't bought their calling plan! That's a daytime robbery!! When thousand other communications services provide free international video, audio calling, how can AT and T justify charging $7 per minute? Anybody out there thinking about a class action lawsuit?
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