Yesterday evening, as a final act of desperation in trying to get my internet/phone bill straightened out, I emailed the Director of Internet Services for Emery Telcom, explaining the situation and how I had been treated by their customer service. I didn't get a reply yesterday, and I was really hoping to hear back from him by this morning when I got on the computer, but he hadn't replied. Then, just before 10:00 this morning, I got a call from the same woman who I had talked to yesterday and had given me so many problems--she was calling to let me know she had credited my account for the full amount that I had been overcharged. If I had known that it could have been taken care of that efficiently, I would have emailed the guy last Friday instead of driving down to their office and trying to take care of it in person.