Service Electric Cable TV, Inc. | Reviews | Better Business Bureau® Profile

CARLA M.

Phillipsburg, NJ.I unfortunately tested positive for covid and was unable to work for weeks. I was behind on my bill and when I was able to, I went online to my account to try and make a partial payment of $100, the system would not allow me to do so because they wanted me to pay $217, which I did not have at the time. I called customer service to make the partial payment and not only did they say I could just pay $100, but I would have to pay $296 in order to guarantee that my service would not be shutt off. I was very upset, explaining to them that I had not been working due to covid, that I had a daughter in high school that needed the internet, and what every money I had, I need to pay for rent, food etc, as I was behind on everything. I had to prioritize. I also asked what are you people doing to help people like myself in a situation like this, you are just going to disregard the fact that I have a daughter in school? They just apologized and said you can pay the $100 but it won’t guarantee that your service will stay on. I was very upset, asked to speak to a supervisor and if they couldn’t help, I was going to the board of utilities. That was the only way they took their time out to go speak to one themselves. After waiting, I still had to pay $100 on the spot, $117 the very next week, and not just the past due, but my CURRENT BILL as well would be added to my regular bill in increments of $50 going forward, that is $150 now just for internet because the service is terrible, and mind you my daughter still has to sit in the living room next to the NEW modem that they came and replace because the service lags so much, it was booting her out of her classes. Today I find out that there is an executive order stating “NO CABLE OF TELECOMMUNICATIONS PROVIDER THAT PROVIDES RESIDENTIAL INTERNET AND VOICE SERVICES TO NJ RESIDENTS SHALL TERMINATE THESE SERVICES DUE TO NONPAYMENT BEFORE NOVEMBER 15. AFTER NOVEMBER 15, CABLE AND TELELCOMMUNICATIONS PROVERS ARE REQUIRED TO ENROLL CUSTOMERS WITH AN ALREADY EXISTING ACCOUNT IN AN INTEREST FREE PAYMENT PLAN OF AT LEAST 12 EQUAL MONTLY INSTALLMENTS, INCLUDING THE BALANCE ALREADY DUE, PRIOR TO DISCONNECTING THE CUSTOMERS SERVICE.FOR HOUSEHOLDS WITH SCHOOL AGED CHILDREN WHO NEED INTERNET CONNCETIVITY FOR REMOTE LEARNING, INTERNET SHUTOFFS WILL NOT BE PERMITTED THROUGH MARCH 15, 2021. IF A HOUSEHOLD EXPERIENCES A CHANGE OF CIRCUMSTANCES WHERE SCHOOL AGE CHILDREN WILL BE USING THEIR HOME INTERNET SERVICE FOR SCHOOL, THE CABLE AND TELECUMMUNICATIONS COMPANY WILL BE REQUIRED TO RECONNECT THAT INTERNET SERVICE. Now, AT NO TIME, did they inform me of the executive order. They kept telling me if I didn’t pay the $296 there was no guarantee that my service would stay on. They could of taken the $100 and split the rest into the 12 monthly installments, instead of making me pay $217 in two weeks. They could of just taken the $100 and said we are not going to shut you off due to the executive order, but once lifted we have the right to do so. ANYTHING, than making me feel lower than dirt because I didnt have the money to pay and needed my daughter to attend school. If the representative that I spoke to was not aware of this, shame on the company. I pay as much as I can when I can. Having covid was out of my control. I had documentation as well to show I was sick and out of work. I have documentation my daughter is in high school and is attending school completely virtually. This is the time where we are supposed to help each other, not demean them in a time a need. If I felt terrible before, I feel beyond worse now. Your service is terrible and you should get your representatives systems to match what the customers see online. If any other company would come in the area, I would change in a heart beat. Only dish networks are allowed in the town, which is pointless because in just rain or bad weather, the satelite goes out. We are living in a very fucked up time and instead of these companies coming up with a plan to help, where they can not go under and help their customers, they just want to collect what’s for them.