I signed up for straight2you in late March under a promotion where the 3rd month was free. I not only didn't get the 3rd month free, but like everyone else, was billed 3 times in September and 2 times in October. I also received an email saying there was an error in Internet Explorer and would receive credit within a week. A month later, I phoned several times and wrote several emails until I finally in November received all my credits. But in the meantime, I kept getting errors that I couldn't log on because invalid username or password. This was the second incident of this occuring.
Technical support always referred me to Anthony. He had to give me a new log on ID and then everything was okay. Then I couldn't log on again on 11/28. I tried to phone tech support, all circuits were busy. So I left a message for Anthony. No return call. I call tech support back, after about 4 or 5 days of no service. They give me an expedited ticket number for resolving this problem. Still no service. I email then again on 12/6 explaining that I wanted to cancel this service because it was unreliable and tech support was no help. And Anthony had said in an email which I still have that he would not feel right about charging me for November... Too late, already billed. Then said he could resolve it by mailing me a check for $13 and give me December free. Or, he could give me November and December free. Um, I was already billed for November... Okay, I offer December and January free (remember, I never received my 3rd month free either). No response. Received a $13 credit on my bank account.
Okay, December free then. Wrong, billed again. Still not able to log on. So, on 12/30, I call to cancel my account. They say that I will be charged $26 (2 months of service according to their TOS). I say that I never got the promotion, I shouldn't be charged. So, they refer it to Anthony who promptly called me back on his cell phone, but he couldn't take care of it then and there because he was in his car. Was instructed to call him back at that (his cell phone) number in 45 minutes. I tried, it was sent to voice mail. Left message, no return call. Called customer support again, tried to cancel and get a confirmation number and they said Anthony would call me in the morning. No call the next morning so I call customer support again and finally receive a cancellation number. I left several more messages for Anthony, no return calls.
Then I check my bank account this morning and not only did they charge me the $26 but they also charged me another $13... So, not only did I not get my free month ($13), but I was billed for December when I was not able to use their service ($13) then they charge me for another month when I cancelled ($13) plus the 2 months according to their promotion that I didn't receive ($26)... I figure they owe me $65. I've cancelled my card... Because even though I've cancelled my account, I'm still receiving email and I figure they'll find another way to charge my account for something! I plan on filing a complaint with the BBB of New York and also contacting the Attorney Generals office in New York and Ohio. There has to be something done about this company ripping off people this way. It is my intention to warn everyone I know about this ISP. Do we have enough grounds here for a class action lawsuit?
Karena
Toledo, Ohio
U.S.A.
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