Sometimes we have to be really insistent with service industries, in order to get what we deserve. My son had a recent run-in with T-Mobile, regarding a HUGE bill that he never should have received. He had arrangements with T-Mobile wherein they were comping him for the entire month’s bill, because he is a very good customer, and they wanted to keep him. He was on the phone with them making sure he understood the deal correctly (all these calls are taped by T-Mobile, btw), and after being assured and reassured several times that he would have a zero balance for the month, no matter how many calls were made, he agreed to the terms.
Came the bill, and he sees a whopping $800 tab on it. After we revived him (just kidding), he got on the phone with them, and they basically denied everything that they had discussed with him,, then they tried to get him to accept a lesser amount to be paid to them. He was on with three or four managers, not one of whom knew what the others were saying or doing. He got all their names, but it made no difference in the final analysis.
So he wrote a LONG e-mail explaining the circumstances of the freebie he was getting, and exactly when and how the discussion to place with their reps. He told them to check their own recordings. They said they would get bacl to him. They did, and quite sheepishly, I would add. His bill is now a zero balance.