Two nights ago, having previously changing to DSL, I cancelled my Net Zero service. I had attempted to do this online, but they require that you call their customer service. After being on hold for quite some time, an operator finally answered and ask how she could assist me. I told her I needed to cancel my Net Zero service. She asked why and I told her I had upgraded to a DSL service and no longer had any use for the Net Zero service. She confirmed this and informed me that I would no longer be charged. She then said that because I had been a good customer since she would extend me one month free service until 1/23/10 in case I had problems with the new service. I thanked her and she said I would receive a confirmation email shortly. The conversation was ended. (Please note, throughout the conversation I had to ask the rep to repeat herself as she was continually mumbling and was difficult to understand)
Shortly thereafter, I did receive an email. The email welcomed me to the Net Zero Hi Speed product I had just purchased. I immediately emailed Net Zero member services to ask the meaning of this. The following morning, I received another email from Net Zero. It thanked me for my continued membership. Rather that send member services another email, I waited for a reply to the first. It came later that evening.
Eugene Davis of Net Zero member services sent me the following:
"Please accept our apologies for any inconvenience caused. Our records indicate that you have called on December 14 to cancel your account but were offered NetZero HiSpeed 3G service charged at $4.95 per month with one free month of service. Hence, your HiSpeed 3G service is still active. Please note that as you were offered one free month of service for your account, your credit card will not be charged on December 24. If you still wish to cancel your NetZero HiSpeed 3G service and avoid further charges, please call us toll-free at 1-800-851-7908 before January 24. For security reasons, cancellations are not processed over email. We hope you understand and share our concern in protecting your security."
I was shocked. I had made it abundantly clear that I was cancelling all Net Zero services. Though I was offered one free month of service, I was never offered nor accepted Net Zero HiSpeed 3G for $4.95/month. (It must have been mentioned during all the incoherent mumbling by the member services rep)
I replied to Mr. Davis and advised him that I never requested nor agree to any other services from his company. I advised him that I had called to cancel my service and had no intention of calling again only to wait on hold. My account had been cancelled per Net Zero requirements (by phone) and if I saw any further charges I would contact my state atty. General as I would consider it theft. I also followed up with an email to United Online regarding this matter.
By visiting numerous websites, I have discovered a myriad of complaints against Net Zero for this retched practice. It appears this company has a pattern of fraudulent practices when someone cancels service. As I have just cancelled the service, there have been no fraudulent charges, yet. But the extension of service when I was clearly cancelling is certainly a deceptive practice. I think I just may make a pre-emptive strike and contact my state attorney general. I may also contact the US DOJ. As Net Zero/United Online is in another state, I'm unsure if they are violating some interstate commerce law.
I'll update if I am improperly charged or if there is a resolution. I just thought it was important to add my story to the many others who have been subjected to this Net Zero practice.
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