Case Date:

5/14/2002

Ms. Foster sent an email through the COB E-Government web site. Her complaint is to keep her current service, she has to upgrade to digital which includes one premium channel at an additional $2.00 a month charge. She had to wait on the Insight representative to arrive, and buy a new VCR because hers is not compatible with digital. She was happy with her current service, and without the premium channel she would not have had to change. However, Insight has been trying to make it up to her.

Case Date:

5/14/2002

The above address is Mr. Holdeman's daughter residence. Mr. Holdeman called Insight to get a price quote for digital cable. He was quoted $59.95. He received a bill in the amount of approximately $109.00 and was billed for two boxes (@$7.99 each) instead of one. He is upset that he was again quoted one price and billed another. He is also concerned that he was not told that his bill would include sales tax, franchise fees, and other user fees by the customer service representative.

Case Date:

5/16/2002

Customer called Insight to downgrade from Classic to Basic; her bill read "change of service upgrade $13.95"; cust. called Insight to question bill and was told it was to cover the cost of the tech site visit. Cust. feels she is paying more to pay less; she wanted to downgrade for financial reasons, and instead she paid the cost of a full month of service.

Case Date:

6/7/2002

Citizen filed complaint concerning the forced installation of digital services and now is paying 20% more for something she never wanted. Citizen stated she was not told about the rate increase when the digital service was installed.

Case Date:

6/11/2002

Mr. Nordloh sent a departmental email to the Public Works Department regarding Insight's recent rate increase. Please refer to the attached email.

Case Date:

6/20/2002

Subscriber stated that his bill increased $3.50 this month. Subscriber stated that he was not informed of rate increase; he has called Insight to question his bill several times, and he has been placed on hold repeatedly and received no response.

Case Date:

6/24/2002

Subscriber is upset with the recent rate increase; she spoke with Insight and asked why a middle package between the $11 basic package and the $38 classic package is not available. Insight rep explained that surveys are done to determine subscriber needs - customer has never rec'd survey in 20 yrs. She would like to see a medium range package - basic plus a few extra channels available. She is also concerned about the amount of junk mai that has recently been included in her monthly bills.

Case Date:

6/25/2002

Subscriber says she rec'd no notification of the rate increase; she is disappointed by the dramatic increase in rates over the past three years; she would like to pay for smaller package, with the extra channels she uses, but not pay for 60 or 70 channels she doesn't watch.

Case Date:

6/28/2002

Please see attached email. Mr. White is very concerned with the increasing cable bills.

Case Date:

7/5/2002

Down spout damage when Utilities put new sewer main on Cherokee Dr.