Ellis of Phila PA (08/12/08) After I cancelled in 5/07 & got a confirmation #, they continued to bill my Bank America credit card for 3 more months. I then made a conference call with a Bank America dispute rep & Caviler rep, who COMFIRMED my account was billed incorrectly & would REVERSE the last 3 months that were billed. She said it would take 90 days.. Well, they NEVER did it.
Called AGAIN, got the same line, the charges will be reversed in 90 days..
NEVER happened.. Meanwhile, Bank America, KNOWING these charges were FRADULENT, CONTINUED to tack on late charges. I called & told them, I'm not paying for something thats NOT SUPPOSED TO EVEN BE ON MY ACCOUNT! Then Bank America turns my account over to a collection agency & reports this as a charge off to the credit bureau's & ruins my credit!
K.c. of Baltimore, MD August 12, 2008
K.c. of Baltimore MD (08/12/08) My service was suspended from non-payment (was out of the country for several weeks & had forgotten to pay the previous bill), which I then paid in full on 8/5/08. As of today, 8/13/08 I still didn't have any service, so I called the customer service line (waiting for 32 minutes to finally get through), and spoke with a customer service rep, Manuel.
He informed me that my service was NOT going to be turned back on. That I would have to talk to Sales and set up a whole new account. First of all, I recieved no notice of this. I fully understand that I was delinquent in my bill, but I paid this in full, it did not go to a collection agency, and I would really hope for some kind of notice.
I have been waiting for over a week for my service to be restored, and in the meantime, my security alarm has gone off, and since my phone line isn't up, the alarm company did not respond. I also apparently could have been using this time to find a new provider, since I will not be going back to Cavalier.
I signed up for Cavalier four years ago, with the desire to get away from the bigger companies because of the horrible customer service they provide, and also to give some business to a smaller company. In those four years, the customer service has gotten increasingly worse and more frustrating. Including today, with Manuel, who not only could give me very little information about why my account was terminated (i.e. at what point that occured, etc.), made no attempts to apologize for the inconvenience, or even be the slightest bit polite. He gave me no information on what to do with my modem, which incidentally needed to be replaced anyway (I hadn't gotten that far given the ridiculous phone tree and the absurd wait times) - so I'm assuming I just dispose of it.
This is just the final icing on the cake of completely ridiculous customer service. I'm sure the wait times are so long because they're hoping you will give up and hang up. And to not have customer service available on the weekends or after 5p.m. is completely ridiculous.
Cavalier has been a huge disappointment, and I'm sorry to see that in such a short time it has gone the way of the larger companies. It sure didn't take long.
Joan of Pensacola, FL August 12, 2008
James of Warren, MI August 11, 2008
James of Warren MI (08/11/08) Was disconnected supposedly due to lack of payment. My bill was up to date. After calling them, the person I talked to said there was no disconnect order. So he filled out an order to restore service. 2 days later still no phone. I called again, they said it was restored the day before. They must be a problem with AT&T's lines. So they sent out AT&T, AT&T say's all AT&T equpment is ok. It's Cavalier's problem. He also did a quick(and free) in house wire check, no problems inside.
Call again, they then schedule to have a tech look at Cavalier's equipment. Havn't heard anything, Phone still isn't working after 5 days.
Friends don't let friends sign up for Cavalier. I'll be going back to AT&T.
Stacey of Sterling Heights, MI August 9, 2008
Stacey of Sterling Heights MI (08/09/08) Cavalier disconnected our phone by mistake on Friday afternoon. I tried calling the customer service / repair number (allegedly 24/7) and never reached a human being. When I finally got a hold of someone Saturday morning(after 20 mins. on hold), they admitted that they were at fault at the disconnect of our phone and I was guaranteed that it would be back in service in 2 hours.
When I called back in 2 hours when the phone was not back on, the same Rep advised me that she put in a service call for the reconnection and it would be back on by the end of the day. I told her that was not an acceptable answer, was put on hold and when she came back, told me that she had spoken with the Supervisor of the repair/re-connect dept. and again, I was guaranteed that my phone would be reconnected by 1PM.
When I called back a third time at 1:30PM (phone not connected) I was told by another Rep that (1) a service call for the reconnection of my phone was never placed (2) THAT particular dept. only worked until 12 Noon. I was further told that there was nobody that could help me until 8AM on Monday, so I would have to go without my phone until then. When I asked her for the ID No. of the first Rep so that I could document everything, I was told that she did not have access to that information. Also, even after BOTH Reps admitted that Cavalier was at fault for the line being disconnected, neither one offered an apology.
A large hunk of my Saturday morning/afternoon was spent on HOLD, only to find out that nothing was ever done and basically, I was lied to by the customer service rep I had spoken to on two occassions. I have never dealt with such incompetent people as the alleged customer service reps working for Cavalier. This has been beyond a headache and thanks to my awful experience with Cavalier, not only will they be losing me as a customer, but my family members as well. I cannot stress how awful they really are!
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