[tkuraku]

I had this exact issue with at&t. They weren't honoring a promotion that we signed up for. I talked to the support people and they verbally told me that they agreed with my assessment of the situation. It took taking at&t to small claims court to reach someone with any ability to help me. The situation was quickly resolved after they received the summons to court.

[michaelmrose]

In my not so humble opinion the bigger problem is the inherent complexity and opacity of billing. If buying your communication and entertainment services were similar in complexity to buying your groceries few people would have issues to resolve. If you want apples and beans the price is apples + beans and nobody pays 15c an Apple today and $7 an apple next month.

The current model makes money due to lack of options and attrition where fewer people are willing to threaten to switch the 4th time or jump ship every year. Some pay more than reasonable others jump through hoops like trained seals. It's not the best model for anyone.

Support dollars are better spent on actual problems instead of such self inflicted wounds as billing complexity.