Netzero
Terminates service unjustifyably and won't reinstate without a big rate increase

I have been a customer with Netzero for 10 years. A few years ago when I was about to cancel my service because I discovered #1: that they had upgraded my service and my daughters without my authorization, and #2 they had increased the monthly charge to twice as much as I was originally paying. They apologized and offered me to stay on unconditionally for $4.97 a month for my phone modem connection and a one time fee for my daughter's account (which was on the same phone line) for $9.95 a year. For the last four years this is how I have paid. Recently they sent my daughter a notice asking her to set up a profile. She accidently put the wrong date of birth and they notified her that her service would be terminated. She wrote them back attempting to explain and correct the mistake but they shut her account down. Because she is a student at a university and receives many of her syllabuses visavia email, this has caused her a great inconvienence. I called 4 times on Sept 4 (spent a total of 4 1/2 hours on the phone) and talked to 14 different people but NO ONE could or would fix the problem or reinstate her back on my account the way it was originally agreed.in fact I spoke to 6 supervisors that just kept transferring me to other dead-end representatives. Each exhausting call lead to a sales pitch whereby I would have to pay 12 - 20 times more than what I was paying. The irony is that I do not even use my phone modem - I get free internet because I live in the city surrounded by wireless users. I haven't used the phone modem for years, but I do check my email. As a 10 year customer, I feel as though I am being treated wrongfully. If Netzero will not listen to me (or accomodate me) then they leave me no recourse but to let others know how they will be treated... Vz

Company: Netzero
Country: USA

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