Good internet as long as you are on the Fiber, poo...

Good internet as long as you are on the Fiber, poor customer service manager. I had auto pay setup, and my credit card expired. They were set to charge my card on 09/01/2016. I received my new card on 09/08/2016. I logged in and updated my new card information on the auto pay that day. After doing so it says in red "REMINDER: your account is setup to be paid automatically" so I did nothing further.

22 days later my internet is out, and I find out it was suspended for non-payment. Turns out that they attempt to charge the card on the day specified, but they do not attempt another charge there after. They do not attempt a recharge before adding a late fee, they do no attempt a recharge before suspending the service. But they do gladly submit a recharge when they are taking your 50.00 reconnection fee for them to click a mouse and put a check mark back in my account to turn my service back on. Everything that direct communications does is geared towards getting customers to incur fees. The billing lady Kristi, she is great, and she is so nice to work with, I like it when I get her. However every time I have ever spoken to her manager Diane, or Kristi checks with Diane to see if there is something they can do when I have experience service issues or outages, it is a different experience. Diane seems heartless, emotionless, has no empathy, or sympathy for anyone. She will not remove a fee of any kind for any reason. It is seriously like speaking with a machine. press 1 to make a payment, press 2 to end the call, press 3 to repeat these options.

I love the internet service, but dealing with this company often times makes it not worth it. I just hope that this company realizes that as soon as Comcast, or another large ISP comes into the area, they will loose almost every customer they have. Companies have the ability to remove fee's or comp for bad service anytime they want to, but this company just refuses to do anything to help. Customers want to be treated like they matter, not like a cash cow. The minute something remotely as good comes along, I am switching and I know lots of other customers that feel the same.