Ron Clere,
I am writing you this letter today in regards to an order my fiance placed through Brighthousespecials.com which is registered by Broadband National, LLC who is affiliated with Brighthouse Networks. A printed copy of this email is also being sent to Brighthouse Networks corporate office. This email will serve as legal documentation for future reference as needed. My fiance; xxxx, placed an order on 4/3 for broadband internet service, placed an order with "Janeel" who asked her for her credit card number and information and finalized the order. Minutes later xxxx called the official Brighthouse phone number and they told her they do not have record of her order and Brighthouse would never request a credit card number over the phone. Xxxx then called back your customer service number from Brighthousespecials.com which was 1-866-503-7341, and spoke with your rep. Xxxx requested to cancel her order and your customer service rep could not pull up her order number and apologized for not being able to help her. Xxxx then asked to speak with a manager and your rep asked her what her reason was. After about a five minute phone quarrel, your rep put xxxx on hold for over an hour. Xxxx called back several times and your rep refused to put her manager on the phone because there was no record of her being in the system. About a week later we receive a wireless router in the mail, and a charge on our credit card for the service my wife tried to cancel over and over with no luck. Here is a statement from my fiance;
"I requested then to speak to a manager. I was placed on hold for 1hr and 20min before I called again. Janeel recognized the call and placed me on hold right away the sec time I called
I then waited to call back later in the day only to be answered and placed on hold once again for 45 minutes. I called then once more before the day ended and demanded to speak to ANYONE else but her and she hung up the phone.
I've tried numerous times to get a simple response as to what initiatives I may take to return the package and have had no successful outcome."
As of today I have called the original phone number xxxx called which is 1-866-503-7341 and I get nothing but a voice mail, and the voicemail is full and cannot receive anymore messages. I then called Broadband National, LLC Corporate Headquarters which is the registrar of Brighthousespecials.com, and got nothing but a voicemail directing me to call 1-888-285-6839 which is Broadband National, LLC/Quest. They told me they could not help me. They also told me to call the number I originally placed the order from. As you can see I am back to ground ZERO. I then called sales at (866) 376-0555 and spoke to a manager by the name of Maya Radovice who told me to call 1-866-299-1833 to receive a refund minus S&H. I called this number which operates out of the Caribbean and I get nothing but a voicemail that is full and cannot receive anymore messages. I am done trying to contact your customer service at this time. At this point, not only will I file for a chargeback; I will file a lawsuit, submit a complaint to the Better Business Bureau, file a complaint with the Florida Division of Consumer Services, and the Florida Attorney Generals Office. I will also file a complaint to the BBB against Brighthouse Networks because of this issue. I will make sure to contact Brighthouse and complain about Broadband National, LLC also. Mr. Clere I hope you will be the one to resolve this time costly issue for my fiance and I. Here is all the information you need about our order:
Order date: 04/03
Invoice number: xxxxxxx
Customer number: xxxxxx
Media code: xxxxxxx
Customer info:
Xxxxxxxxxxxx
Package contents: D-Link Wireless Router
This package was opened since we were unaware of its content. Shirley was NEVER told she would be receiving a router in the mail. We will return this package in it's original packaging along with a copy of this letter. We would like a FULL refund in the amount of $68.09 immediately.
Sincerely,
Xxxxxxxxxx
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