This is my actual complaint sent to BBB and FTC:
Filed on: January 12
Filed by:
Blocked Name and Address for my own privacy
Filed against:
Clearwire
Complaint Description:
On December 17 I moved into a new home. That day I had connected my computer and noticed I had no internet service (my device is wireless and can work anywhere). I called Clear to make the change of address and to see why I this was happening. I went through 3 different CSR's and each one said they do not cover my new home and so unfortunately my account would be closed. On December 19 Clear debited the next months fees from my account. I called to have the charges reversed being my account was supposedly closed as of the 17th. The CSR I had on the phone advised me that my request was not going to happen. He went on to tell me that yes my account was closed but they have no way of stopping payments and I should be lucky that I was not charged an early termination fee. He added that I should have called them prior to deciding to move to ensure that I would have coverage and none of this would have happened. He did not reverse the charge. I called my bank and disputed the charge myself. A few days later I started receiving collection calls stating my account was past due and there would be an interruption in service. I called them back to ensure the account was closed. Now they are trying to charge me a restocking fee. The new CSR rep escalated my account to another department and stated it would be reversed. Every day since then I have received the same automated collection call. I called again yesterday and demanded to speak with a Supervisor. The Supervisor (after 6 phone calls to Clear) advised me I now had to show proof of moving to close account and reverse charges. Unfortunately without this I am out of luck and my account will go to collections AND a $25.00 fee will also be added on. I have now faxed the change of address form to their finance department from the USPS requesting not only a refund but proof of a closed account and final statement. I have not heard anything as of yet. I have never been treated so poorly by a company and it is EXTREMELY STRESSFUL dealing with them. I am not in a position where I could care less if this goes to collections or not. I do not believe anyone is these days. Please help me and or help anyone else dealing with these same issues. This is ridiculous.
Your Desired Resolution:
I am asking for a full check refund of $51.52, restocking fees or any other fees reversed on my closed account, and a confirmation my account is closed with a zero balance. Also, I would like reassurance that my account is not, has not, will not go to collections (if that is possible).
This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 10 working days to respond to your complaint. You will be notified when the business has responded.
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