In May of this year I signed up with what was Straight2you.net/ISDN. Ws. The advertised price for 128k dual line residental service was $29.95 monthly with a $20.00 setup fee. The first month I was charged the proper amount at the begining of the month but then was charged again 10 days later along with some $160 of charges from various other internet companies. The banking account used was not given to anyone other than Straight2you and has not since been used for any other service. My bank did back charge the second charge and the other unauthorized charges and a refund was granted me.
Since then however, I have been consistantly charged 49.95 for a 29.95 service. Each month I call the billing dept and get "we will fix it" or "we are looking in to it" if I get any response at all. My last call to the billing dept I was told that $49.95 was the price at the time I signed up and would stay that even if the advertised price changed. I then suggested closing the account and starting a new one (to get the better rate, the one I was suppose to be getting anyway) and I was told I would be charged a "disconnect fee." There is no such stated in the terms of agreement for monthly subcribers listed on the Straigth2you site.
I also found it odd that the salesman would know the price was higher when i started the account since he neither ask me my name, when I open it, or my account name. When I brought this up I was indignantly told that the price was 49.95 and I was hung up on.
This is just a drop in the bucket of the poor service I have gotten.inside of 4 months the company has changed the DNS address (a most necessary part of the ISDN) with out notice, thus cripling or effectively cutting off my acess to the net via my ISDN system. The only way I was able to find the correct addreses was to use a dial-up system, write and wait days to week or more to get a responce from the support dept (if any) or to spend hours searching thier web sight to find what I needed buried somewhere in there FAQ sections.
This has happened not once, but several times. After one of the changes our ISDN was down for months. Leaving us with nothing but our dial-up modem. We called numerous time to tech support and were told that the DNS address we were using WAS correct and that there was a problem on our end. After endless searching of the site we found the new address buried on thier site. After we used the new address our system worked... For a few weeks. Then, once again, the DNS address was changed, without any notice.
As of 10 day prior to this report i have had no ISDN service at all (only dial-up). After several calls and a "trouble ticket" I recieved a note stating that I have "been staying on to long with no activity" and that they would sell me a more expensive (59.95 package) if i needed to be on that much. As i see it i am already payiong for 24/7 service through thier consistent over billing. How could I have "over used" my account for
being on 24/7 when i can't even get service more that 24 hours total in any give 7 day period??? Yet, they offered no solution to the inability to connect to their servers.
In the last month or so it wouldn't seem to matter if we were able to connect through ISDN or dial-up as their servers were hacked and all we were able to get, no matter where on the web we wanted to go, was a prescrition drug site. Eventually after calls to the dial-up tech support (as there is no 24/7 or weekend support for ISDN) the problem would be fixed, generally with in a day... Or two. And still again no follow-up contact from S2Y to see if the problem had infact been remedied. That part at least, for I still can not connect with my ISDN.
After finding this site I have read all of the other complaints from customers and would like to join in any class action / law suit filed. It seems the only way to get the attention and/or resolution of the issues other than excuses and out right lies.
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