I have been trying to cancel my service with your company for over a year. Your customer service people keep giving me the run around. Jacob Cantu was nice enough when he was signing me up but after I received the product and installed it in my house the instructions said I must call your CS to get it activated. It took about 3 Saturdays because they kept putting me on hold and transferring me around until after 2 hrs I would become irritated and hang up. But of course not having the service activated did not stop them taking the auto deduction from my checking account.
Finally, after the 3rd time and close to 2 hrs again on the phone I was told it was activated. THEN, I was told I would have to call in every month and go through a system check to make sure it was still activated. This did not make me very happy. I was not looking forward to losing 2 hrs out of a Saturday every month for years. This and the fact, 3 months later, that I needed to scale back on my bills led me to cancel my land line phone (which as you know is required for this system to work) because my job required me to be On Call 24/7 every third week of the month, sometimes more often so I had to keep my cell phone or be tied to the house.
Even though I called Jacob and tried to explain he never even let me get through the explanation before he rudely and very belligerently informed me that YOU ARE GOING TO PAY. I waited a few weeks and called back and simply went to your customer service line. I got a young woman who told me that I could not cancel ahead of time and IF I did not send a request for cancellation exactly 30 days before the end date of my contract they would automatically renew my contract for another 3 years and there was nothing I could do about it. This smacks of fraud to me.
How many people, especially elderly people are going to remember 3 years down the road the exact date they signed up? But discouraged I waited awhile longer and then called again and was told by another young lady that I could cancel but the only time I could cancel was exactly 30 days before the end of the contract or, again, they would automatically renew it.
I again waited until July 28 and decided to call again because I am really have financial problems and you have automatically deducted a payment from my account for apprx 2.5 years and have had to supply no service at all to my residence so I feel you have come out quite nicely. This time I spoke with a CS rep named Phillipe and he said I could cancel I just needed to send in a written request at any time. I told him I would do so and then he said he would give me a fax number to send it too that way it would be effective right away.
Then as he was giving me the fax # and got out the first 6 numbers he shouted NO in my ear and said he was going to give me a different fax number (he began giving me a number that began with 800-275 or 274 and then ended up giving me 800-339-5036) and someone would contact me right away to confirm cancellation. Well, it is now 8/10/09 and I still have not heard from anyone. I had a feeling that he switched fax #'s on me because he was giving me an incorrect number. I do have a print confirmation from the fax machine showing that my fax successfully went through.
This method of bullying people into keeping your service does not bode well.
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