Recently I had to cancel my services. Not because I wanted to, but because when I moved, you could not provide service to my current location.
So I was told to return my equipment. I hadn't received the boxes very timely, and when I did, I returned them, via the Post Office, with the required labels, on June 8th.
On June 22, I was charged $505 for the "unreturned" equipment. This was taken directly from my checking account. Leaving me about $100.00 in my account for the next week. I also had a pre-planned trip this weekend, which will now have to be canceled because I don't have the money to go. I called right away, and spoke with someone in your customer service. She told me that yes the equipment was returned. But it would take up to 5 business days to "reverse" the charges back to my account. That does not help me for paying my bills over the next week, now does it.
Before you charge someone for unreturned equipment, shouldn't someone check to make sure it was returned first??? If right away someone can look up my account and see it was returned, then they shouldn't charge. My guess is that you guys are trying to be fraudulent, thinking that maybe I wouldn't question the charges and you could just get $505 of my money.
On top of that, even though you can take money out of my account directly, you can't put it back in right away, which I find to be a bunch of crap. You guys should be able to call my bank directly and give them your account information and directly deposit the money back into my account. But apparently you don't care about the mistakes you make, or about correcting them.
Not only did I spend over 20 minutes with the first customer service rep... While she had me on hold to see if she could somehow reverse the charges, I got transferred to a different department. I told him I was on hold, and he said that there was no way to send me back to the person I was on hold with, and I would now have to explain it again. No freakin' way I was going to do that... And I told him so, and he automatically hung up and just transferred me to someone else, without saying a word. And not a supervisor either. I'll be asking for the tapes for the recordings "for quality assurance", as part of my law suit. As soon as someone answered I told them I did not want to speak to them, that I immediately wanted a supervisor. Why couldn't the first person I spoke to, who has my account information in front of her, call me back herself??? Why isn't that an option? Why would she automatically NOT bother to try to reach me? That is suppose to be a part of customer service right? Apparently not in your company.
Of course the supervisor stated the same thing, that there was no way to expedite the returning of my money.
So... Since I have to wait 5- to whatever days to get my money back, I'll be spending those 5 days contacting the BBB, Consumer Affairs, the media, as well as firing off as many letters to any representative in your company that I can. Not only that, but I will assure you that I will be filing a lawsuit for fraudulent fund activity; interest charged on the days I was not immediately paid back, including the weekend; as well as for the stress I am going through of only having $100 in my checking account for the next week.
I will make sure that everyone I know, knows about your company's unethical business practices and poor customer service.
Laura Hill
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