This internet service provider is awful. I had 4 dial up accounts with them, and cancelled one in early 2005.in 2006 and 2007 they billed for 4 accounts and I did not notice they auto-debited my debit card account for all 4 dial up accounts. When I cancelled the 1 account, the company was owned by someone else. I paid 3 payments of 203.40 in the beginning - 1 year service x 3 accounts. When the new owner took over, the payment went down to 197.85 and I assumed the price had changed. What I did not realize was they switched me to quarterly payments x 4 accounts.
I could not logon one day so I called. My debit card had been replaced and the expiration date changed so they could not charge the April payment and turned off my accounts. I asked why they turned off all the accounts when it only denied one account's payment - this is when I found out I was being billed quarterly x 4 not yearly x 3. After speaking to the tech person, I asked for a supervisor. I asked the gentleman if he was a supervisor, and he said "one of them". Later in the conversation he said he was "the owner". I apparently was set up with 4 accounts that had the same login information - not 4 unique accounts. I could dial in and login with the same username and password up to 4 times simulatiously. He claims he cannot track how many accounts I used at one time as there is no difference in his records. Therefore, too bad, so sad for me. If I could track down the previous owner or previous tech person that I emailed to close the account, THEN he might do something about it. I pointed out that I didn't even know for sure that I emailed the request to cancel the 4th account. How am I, 3 years later, to produce an email or be expected to still HAVE that email? I told him I would never treat my customers this way and would not REQUIRE proof. I would make some sort of concession. He made none. What he did say was "I will NOT return $400.00!"
During the conversation with the tech person, I paid the 197.85 by debit card. After finding out how I was being ripped off, I cancelled all but 1 of the accounts so I could find time to get another provider and get my email contacts transferred. For one week they did not credit my debit card back for the 3 accounts that were closed that day.
I called again and the tech lady said I have to speak to David, and she would have him call me back. He has not. I emailed two days later and asked for the credit. I have heard no response in 3 days.
I'm not surprised the BBB has them listed as "unsatisfactory". The previous owner was a fair and helpful man. The current owner (s) will take money from you without giving a service and will not return calls or emails and will assume you are lying to them. Either that, or the almighty dollar supercedes any good business practice and they'll hold on to that dollar at all costs.
Grove City, Pennsylvania