I had a CLEAR home modem and On the Go 3G/4G hot spot which I was told I would have very fast internet speeds with after an online look at the towers near my area.
Not only did I rarely have internet access, it was not any faster than my previous provider (Comcast). I attempted different types of devices and signal boost enhancers recommended by CLEAR customer service reps over the phone but connectivity issues remained the same.
I finally decided to cancel after taking an online exam one night (I am a college student taking online & night classes due to working a full-time day job). CLEAR completely stopped working that night in the middle of my exam and I got an F. I called to cancel on October 5th, FURIOUS at all the trouble I had and inconveniences I was paying too much for.
The day before Thanksgiving I noticed a charge to my bank card (CLEAR had/has on file) on or around October 27th. I called to ask about the charges and to obtain a refund for the "misunderstanding", I assumed. I was told there was no record of a cancellation to my account, only that an alternate option was noted to transfer service responsibility to another customer. The CLEAR rep said that charge was valid AND that I would have to pay for service up until that day (November 24th-day before Thanksgiving), AND be charged an $80 restocking fee for the devices!
I asked to speak to a supervisor who told me there was usage on the account through the end of November and I would not be refunded because the account was never canceled. I asked to speak with someone who could resolve the issue or to find the recorded conversation of the day I called to cancel my service on October 5th. The supervisor told me they don't record all the conversations and proceeded to run me through the cancellation procedure.
I have been contacted via Twitter by CLEAR after posting a complaint about the company to my friends. As I have also done on Facebook and other media outlets. I have also filed a complaint with the Better Business Bureau and the FCC—which was recommended by other unhappy CLEAR customers.
I feel as if I have been and am being ROBBED! I canceled my service and have been charged from my credit card that CLEAR still obviously has on file.
To the response that there was usage on the home modem, I have stated that I can show proof of my renewed service with Comcast which I have been using since I canceled CLEAR on October 5th. I can assure you and a lie detector test that I HAVE NOT USED CLEAR SERVICES SINCE I CALLED TO CANCEL ON OCTOBER 5TH! Comcast was installed as I cancelled CLEAR and since then I have assumed I no longer had CLEAR services after my call to cancel.
When offered the "alternative option" on Oct. 5th, I told the rep over the phone that I would ask if anyone wanted to take over the account but was doubtful and reiterated that I still wanted to cancel.
Here is a pasted copy from a post I made on Facebook the day after I canceled:
"Jessica Bolaños: Does anyone out there want CLEAR internet? Lol
I canceled our account & customer service said I can't get a refund for the rest of the month but if someone wants to take over the account by October 28th, I could pass on the credit to them & make things easier. They would credit me $40 at least, lol..
I have the home modem & the wifi hotspot (portable internet/allows up to 5 computers online @a time). Let me know!
October 6 at 11:40am · LikeUnlike · Comment
You can only imagine what I am feeling now after not only missing out on a "$40 credit", but being charged 4X that amount so far... With even more charges to come from what I understand. 6X more.
I cannot believe the customer service I am experiencing after EVERYTHING I have already gone through since I opened my account with CLEAR. I have been paying for practically NOTHING since I rarely was able to connect and when I could, it would always be a choppy connection, in and out all the time. A CLEAR retailer even admitted to me a few weeks ago that he used to make a good commission from selling CLEAR services but now everyone is canceling because of the low speeds and connectivity issues & all kinds of problems the company didn't anticipate with the fast growth it experienced.
I don't think customers should have to be forced down with the sinking ship. It seems CLEAR is utterly uninterested in good customer service because I am having such a difficult time getting my money back from someone's mistake on the other end of the line—who was probably more interested in scoring points for keeping my account active—whether I wanted it or not—in this case, NOT.
I would appreciate it if someone with the authority to make better decisions in refunding a customer's STOLEN money would contact me as soon as possible.
Thank you.
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