I am not about to be frustrated in my quest for justice. "What the hey, I will leave them a message on their web page".  I go to my computer and type their address into my browser.

Once again, I am faced with a whole list of choices.  Small business, large business, partners, wholesale, residential, DSL, Internet, customer service, careers, I.P. network statistics.

"Sheesh"

I chose residential. We have another page of questions, billing FAQ's, problems, check order status, and email.  I just know in my heart that email must be right so I click on it.
"Nope," it's a dead end.  They want to give me a free email account and provide me with email updates.
I go back and check "Home".   I am now on another page.  I notice in the margin two columns, "Manage your Account' and "Customer service."  I click Customer Serves and have another page.  "View FAQ's, report a problem, check order status, understand your bill, wireless, contact us… "

"Ah Ha!"  I check "Contact us."

Nooo, there is still more.  I have to pick a category in which to contact them.  Billing, local service, long distance, DSL Internet, repair. 

None fit. 

I finally click on Billing.  I get another screen, then I click on "Ask a Question."  There appears still another menu (with the title "So that we can serve you better") all before I can comment about being charged 75 cents for something that I didn't want.

I leave a message.  It is terse and slightly nasty.  I push the "Send button" and my message is launched into cyber space.

A few minutes later, I get a confirming email message.  The message reads:
"We received your email request (date).  Based on our current email volume, you may expect to receive a response to your email request within 3 business days (Monday through Friday).

I am not happy.

A couple of hours have passed and I think that I will give the business office one more try.  I dial the number, and once again navigate a sea of number choices.  This time I am determined to speak to a human being.

I wait

A female robot voice whines: " I am sorry the wait is so long.  Your call is very important to us.  We will answer your call as quickly as possible.  Please continue to hold."

I continue to hold.  I wait for about 12 minutes when finally I hear a ring.

"Hello this is Ashley.  How may I help you?"

My mental picture of Ashley is that of a perky cheerleader; cheerful, bright and blond.

I give Ashley my telephone number, I pour out to her my rage and frustration.  She remains calm and tells me that the service that I used was Continuous redial. 
"Continuous redial is a very helpful feature" gushes Ashley.

"Yes, but I don't want it" snarls yours truly.

"No problem" says Ashley sweetly. "We will get a block put on your phone and this service will be suspended. We will do this at no charge to you.'

"I would hope so" says I.

Let me give you an order number.  The block will go into effect either Friday or Monday. If you have any problems at all, don't hesitate to give me a call."

"Yeh sure, only a phone click away."


Do any of you remember a 1967 Movie entitled "The President's Analyst?"  It starred James Colburn who played the part of the President of the United States' personal psychoanalyst.  Colburn leaves his job. He is then pursued by half the governments of the world for the Presidential secrets that only he knows.  The movie concludes with a revelation.  Our enemy is not The Soviet Union, Communist China, or Canada, but one that is even more evil and devastating.  The Telephone company; an organization run by intelligent machines, cheerful human sounding robots, unshakable creatures without emotion. 
I thought about this for a while.  I wondered if this movie was, actually, based on fact,

I got my telephone bill today.  I scanned it, and noticed that I still have a 75 cent continuous redial charge.

I should call Ashley, but paying 75 cents just might be easier.