Brownsville Doctor’s Office Waiting for Refund from Phone Company

Posted: Mar 21, 2017 06:18 PM Updated: Mar 21, 2017 06:18 PM

BROWNSVILLE – A Rio Grande Valley business is tired of waiting for a refund from their phone company after they decided to make some cost effective moves.

Edna Guajardo has managed her husband’s, Dr. Manuel Guajardo, practice for the last 29 years. After the couple decided to move, she informed Spectrum Cable they would downsize from 11 phone lines to only 7.

“October 1 came, the move happened and still I was having to deal with 11 phone lines and that is not very economical,” she said.

For three months, she tried to get the billing trimmed down from 11 lines to seven. She called Spectrum to correct the problem.

“I got nowhere but they referred me to another lady, that lady was not able to help me. They kept getting the addresses wrong,” Guajardo said.

During those months, she had to pay for the extra lines. In late December, the lines were finally switched to seven and Guajardo was promised a credit for the extra $1,325 she had paid. In January, she only received a $389 credit.

Guajardo said since then, she has contacted Spectrum once every two weeks. She said several account executives would promise the money was coming, yet she never saw the remaining $935 credit.

CHANNEL 5 NEWS tried to contact Spectrum throughout the day but never received a reply.

Guajardo told Spectrum she was going to reach out to us. Soon thereafter, she received an email from Stephanie Pecina, a San Antonio-based account manager with Spectrum.

It read, “I apologize for the mix up. It was not intentional. Again the remainder of the credit promised has been approved I am just waiting for it to be applied. Once applied, I will let you know.”

Guajardo said she is happy with Spectrum’s response. She said the amount will pay for two months of phone service in her office.

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