I purchased a home security system from NORTHSTAR on 05/17. My portion of the cost was paid in full in the form of a check, which posted to my account on 05/23/08. I agreed to allow NORTHSTAR to make an electronic transfer from my checking account each month in the amount of $44.99 for my monitoring fees. I thought that I could trust them. Afterall, this is a security company that solicited my business by pledging to help protect me and my family from theft. Little did I know at the time that it was NORTHSTAR who would end up robbing me.
The other day, I just so happened to log onto my online checking account only to discover that NORTHSTAR had made an unauthorized transfer from my account in the amount of $224.49, which resulted in $192.00 in NSF fees and another $10.00 in ODP fees. I was not only shocked, but I was also FURIOUS! I immediately contacted NORTHSTAR and asked to speak to a supervisor, but was told that there wasn't a supervisor available.
After explaining the whole situation to the girl who answered the phone, I was placed on hold several times while she "looked into it". She asked if I had a copy of my contract and I told her that I didn't. She later came back on the line and proceeded to tell me that the transfer was authorizeded by me per my contract and was an equipment charge for my cellular radio. I informed her that she was full of shit and demanded that these charges be reversed immediately and that a supervisor from NORTHSTAR contact me before the end of business that afternoon.
Upon hanging up, I was able to locate a copy of my contract and to confirm that I had not authorized or agreed to any such charges, as NORTHSTAR had claimed. I then contacted my financial institution's claims department and made them aware of the situation and had to take time out of my busy schedule to complete and return the neccesary forms.
Two days later, I still had not heard anything back from NORTHSTAR.By this time my FURY had turned to RAGE! Once again, I took the initiative and placed yet another phone call to NORTHSTAR and this time demanded to speak to a company supervisor. The person who answered the phone took my name and information and after placing me on hold for several minutes, returned to the line only to inform me that the supervisor was "not available" and offered me his voicemail, instead. THIS WAS COMPLETELY UNACCEPTABLE! It was quite apparent to me at this point that my calls were being dodged. I refused to take "NO" for an answer and continued to insist that I speak to a supervisor.
I was finally transfered to someone by the name of BEN BILLINGSLY who stated his title as CUSTOMER CARE MANAGER. (CUSTOMER CARE, MY A*)!! This person couldn't have cared less if he tried! He assured me that he posessed the authority to resolve my claim/dispute, but after explaining to him what had happened, he expressed absolutely no concern to me, whatsoever.
Upon learning that I had a copy of my contract, he admitted only to a clerical error, but was very unapologetic and seemed to think that this was no big deal. I told him that under the circumstances, it was a very big deal! Not only was I robbed by my own security company, but they also refused to accept or to return my phone calls or to even acknowledge what they had done.
I clearly could no longer trust NORTHSTAR to respond to my family's needs in the event of an emergency and, therefore, couldn't possibly be expected by NORTHSTAR to fulfill my end of the agreement by allowing NORTHSTAR to continue to be my home security monitoring comapny. I informed Mr. Billingsly that I wanted to be released from my contract effective immediately due to the breech in trust/confidence and breech of contract. Mr. Billingsly refused.
Thus far, I have filed a report with the BBB and I am writing this report to warn any other non-suspecting consumers of this company's most unethical business practices. This company lacks integrity and has no real concern for the people who place their family's safety and security in their care.
Furthermore, their equipment is just about as faulty as the company who installs it. Mine hasn't worked right since the day it was installed. It once went off in the middle of the night for no apparent reason and noone from NORTHSTAR ever responded. YOU HAVE BEEN WARNED! I am also filing a claim with the Attorney General's office and plan to sue for damages if I am not released from my contract.
Concerned Consume
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