Microsoft Network MSN
Double billing, login problems, then collection letters over fee

Several years ago, I purchased a computer from Best Buy. I got the MSN rebate by signing up for internet access for 36 months. (I was going to be paying someone anyway, so why not get something back?) The agreement was for $21.95 per month billed to my credit card.

Beginning the third month, MSN started billing double ($43.90) about every two or three months. About 6 months into the term, I started having problems with login. For the next year and a half, I had to have my password reset about every two months. About two and a half years into the term, my credit card showed some charges I had not made for online purchases. I contacted the company, and it was determined that my credit card number had been compromised. They reversed the charges and issued a new card with a new number.

A few days later, I once again had problems with my login. I called to have my password reset and was told that my credit card had been refused. I explained the situation and gave the new number. A few days later, I was once again unable to log on. I called MSN and was told my password would be reset. No such luck. About a week later, I signed up with EarthLink for internet service. When MSN billed my card the following month (43.90), I had the card number changed.

Three years later, I got a letter from MSN. The letter said that I had canceled my account prior to the expiration date and that I owed them for two months of service plus a cancellation fee, for a total of 130.74. I called them and explained that my account had been double billed many times during the term of service and that I felt I had paid them in full. I also made it clear that I had not canceled my account, but felt they had, by not allowing me access. I offered to pay the 2 months they said I owed but would not pay an early cancellation fee. When I asked for a supervisor, I was mysteriously disconnected.

Another year went by and nothing. Then I got a letter from a collection agency stating that I owed MSN and that if I did not pay within 30 days they would sue. I wrote a letter and disputed the bill, explaining that I had talked to MSN, and that since MSN could not get me to pay the cancellation fee, they were using the collection agency to intimidate me. I explained everything carefully and fully, finally telling them that if they would send me a statement showing dates and amounts paid, I would be willing to work something out. I heard nothing for about 6 months. Then I got a letter exactly (word for word) like the first one. I wrote back saying that I had already disputed this and enclosed a copy of my first letter. It has been almost a year and I have heard nothing from either MSN or the collection agency (D&B RMS, by the way).

I have not been able to get old credit card statements because of the number change. Does anyone have any suggestions as to what I might do here?

Company: Microsoft Network MSN
Country: USA
State: Arizona
City: Tucson
Site: msn.com

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