In December of I ordered Telocity DSL service over the internet. At the same time, I asked a few (what I thought were simple) questions via email. After never receiving a response from Telocity, I attempted to cancel the service via email several times, again never receiving a response. I finally called Telocity, and, after waiting for 45 minutes or so and being transferred to several different departments, I was told that I had to cancel over the phone (something that was not stated anywhere on the site). I was told that my account would now be cancelled, but that I had already been sent my DSL unit. I was told that I could simply refuse delivery on the unit.
Instead, the unit was sitting on my doorstep when I came home from work one day. I did not have an opportunity to refuse delivery. I called Telocity back, and was told simply to send the unit back to the sender in the same package it arrived. I did so. I thought that was the end of that.
However, I then noticed charges on my credit card statement from Telocity, in the total amount of $74.90. After unsuccessfully contacting Telocity to get a refund, I finally filed a complaint with the Better Business Bureau in California. At the beginning of May the moneys due me were refunded. Again, I thought that was the end of that.
Then I received a letter from DirecTV (apparently Telocity had changed names, just like a criminal taking on an alias to avoid being caught) dated July 11, asking me to send back the Residential Gateway (I am assuming this is the DSL box Telocity sent in December). This letter threatened to charge my account for $499 if I did not produce a tracking number for the returned item. Obviously, I did not have a tracking number for the item I returned seven months previously! I tried calling Airborne Express but they said they have no records for deliveries that go back that far.
I wrote certified letters to several departments of DirecTV, but although I received the return receipts, I never heard anything back. I finally cancelled my credit card to make sure they could not charge me that $499 fraudulently.
I haven't done justice to my horrendous experience with Telocity/DirecTV here, because I need to keep my blood pressure down for health reasons! I could write a book on their horrible phone system alone (and actually, I had *time* to write a book while waiting and waiting and waiting...). I actually waited once for about 20 minutes, only then to get a message that they were now closed for the day.
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