I called on October 6th to place phone service with Reconex. I was told that to start service it would be 54.99 plus tax they even tried to add long distance to the account which I declined. I was told it would be three business. I called back on Oct 12th to inquire about the service and I was told it would be on at midnight. So I called the next day to advise them I did not have a dial tone. Every representative that I talked to was trying to get me to check the "box" outside. I called my rental office and found out that the "box" was inside the apartment building and an employee needed to open the door to gain access to the box.
They ran a "test" on the line over the phone and I was told that there could be a problem on either end and they scheduled a technican to come out. I called the day before to tell them they need a rental office employee to gain access to the box and the office closed at 4pm which was the same time they said the technican would be out. I live in a very small apartment building and I can hear EVERYBODY that comes into the building no one came. But of course their reports show otherwise. So I called the day after and requested to cancel my order for service and requested a refund I spoke with Peggy and she said to call back within a week to see if the request was granted.
I called on Oct 27 to check the status of my request and I was told my request for a refund was denied because they "connected" service. I told the rep I was told my payment was for 30 days of service and if it was actually on I did not exhause 30 days of service and should be entitled to a refund. They stated to me the Technican came out on Oct 19th (the day before my service request) at 5:25pm. They then told me he did not need access to the box to connect service. Ok if he could not get to the box on the intial day of "installation" and this one what "connection" was actually done. And if they do not need access to the box to connect the service why ask me to go to the box to see if I get a dial tone. After speaking with 3 representatives that day, even Sherry who hung up on me, now tells me my money was a "connection" fee. No where on their terms and conditions does it say that the "inital" payment is a connection fee. So now I'm out of 57.00 and no phone.
I feel the company misrepresented themselves on the inital conversation and had I been aware that the fee was a connection fee I would probably better understand why no refund is entitled to me. I spoke with Vanessa who stated she was a supervisor and she admitted that the terms and conditions don't say that but assure me that that is what the payment is for and I advised her that the employees there to ensure customers know payment is a non-refundable connection fee. But still no refund.
Latoya
Baltimore, Maryland
U.S.A.
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