Last month I signed up for NetZero's Dial up service with "High Speed". Apon registration I learned I would recieve my first month free, granted that I gave them my credit card number... Which is pretty basic. I had no worries about needing to cancel service, so I went on with it. About 15 days into the first month, I found out that someone else was offering the same "High Speed" service for 5 bucks cheaper. Of course I didn't want to pay more than I had to, so I decided to go with it, and cancel my Netzero... This is when the fun began.
I called their "customer service" line, and upon getting the first agent on the line, she asked me a few simple questions about why I wanted to cancel. Then she put me on hold and said she was putting me through to the cancelation department so they could verify my information. Simple enough, I thought.
I waited... And waited... And waited. Grant you, this was at 3AM in the morning. After about 30 mins of holding, an automated message aired, stating I could visit NetZero's "Online Cancellation page"... Hmm. Well, this threw me off a little, since the website said... And you can quote me on this "Cancelation cannot be performed online". So I thought... They told me to do it, I'll do it! So I visited the page, cancelled my service, and sat back with a smile on my face.
About 3 days ago, I recieved a debit from my account showing $9.95 for netzero service.: (
I promptly called the same number as before. Oddly enough I spoke to the same rep as before. She then proceeded to tell me that there is no such web page as the one I visited, and no such recording exists... This is about where I hit the roof, but it gets better.
She put me on hold again... And after 2 hours I got sick and hung up. I decided to utilize the on-line support, to possibly get a refund for the measly 10 bucks. I e-mailed the customer service department with my problem, as stated above.
I was surprised by the prompt reply, but not by the automated message I recieved, stating that they had NO RECORDS OF A CANCEL!
And even worse... No records of them CHARGING ME! I was heated by this point, and decided to write to Ripoff. If anyone has had a similar experience, or knows how to help... Please don't hesitate to reply.
Jake
Phoenix, Arizona
U.S.A.
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