Dealing with consumer services
MCI billing problems
Certified mail, return postcard, 8/29/02
Leslie C. Lane
2303 N 53rd St
Lincoln, NE 68504
llane1@unl.edu
MCI
Attn: Customer Service
601 S 12th St.
Arlington, VA 22202

cc: Better Business Bureau
1411 K Street, NW, Suite 1000
Washington, DC 20005
 cc: Office of the Attorney General
900 East Main Street
Richmond, VA 23219

 Gentlemen:

My 85 year old mother rarely uses the phone. With her March payment she sent a note (as suggested by the Attorney General) canceling service. Since then she has received bills for subsequent service. She called the 800 number and was told that her account was paid up and then she was passed to someone she couldn't understand and ultimately cut off. Most recently MCI requested a copy of her husband's death certificate (copy of letter enclosed). At this point she was upset and asked me to deal with MCI on her behalf.

I requested online customer service to:
1- Cancel charges
2- Write a brief letter of apology
As a result of my e-mail to customer service, my mother received a pressuring phone call insisting that she didn't cancel until June and suggesting that she owed still more money. I was astonished at the resistance to my request, since the dollar amount is about $18 and dismayed at the insensitivity to her age and condition.

Can you please resolve this matter for me.


Leslie C. Lane

on behalf of my mother Louise Lane (acct #********)