I contacted Time Warner Cable on 10/09/09 to ask a simple question and they asked if I was interested in someone from ADT contacting me about a FREE $800 security system. I said sure and within two or three minutes ADT was calling me. I set up an installation and gave them the information to charge me the $99 tax fee for installation. I realized that I had a conflict and called back within minutes to tell them that I would need to cancel and possibly reschedule for a later date. This was on a Friday and I noticed on Monday that I had been charged the installation fee. I called them (10/12) and they assured me that I would have a full refund by the end of the week. I called at the end of the week (10/16/09) and informed them that I had not received it. The person that I spoke to (KEVIN BLACKWELL) told me that he did not know what the problem was, but that I would definitely have it by the end of the next week (10/23).
Well, of course, 10/23 came around and still no refund. So, I called yet again. This person had never heard of Kevin Blackwell and did not believe that there was anyone by that name employed by the company and that no one there would ever tell me that I would receive it that quickly. This person then transferred me to a manager (?) who said that it normally takes three weeks to get the refund, but never more than 30 days. I called after three weeks (10/30/09) and was told it had been processed but not approved. I again asked to speak to a manager and was transferred to another manager (really?) who told me that it had been approved and was in line for payment (not what the first person just told me) and was assured that I would have it absolutely no later than Friday, 11/6.
Well, surprise surprise, it is now 11/6 and still no refund. I called AGAIN and was told that they had 30 days and that I would have it within 30 days. I reminded the employee that Monday is 30 days and could she guarantee that I would have it by Monday. Of course, she couldn't, but she was kind enough to transfer me to a manager (here we go again). This person also said it had been processed and approved, and was just waiting for payment. She then very curtly told me that she had no control over their accounting department and their processes and she didn't know when I would get my refund. I asked to speak to someone in that group, but "unfortunately" they can't let me do that. I wonder why???
I have a letter from a DONNA COOPER, DIRECTOR OF CUSTOMER RELATIONS, telling me how "delighted" they are to provide me "with the peace of mind" knowing ADT is protecting me. I would love to hear from DONNA COOPER again to find out where my refund is and why the heck I keep getting the run around from her "Customer Relations" managers (really? That's what they call this group??? They aren't very good at their jobs).
I have had it with this company and, needless to say, I won't be rescheduling anything with them EVER. I just want my money and to be done with them.
I will update if by some miracle I actually receive this refund by the end of the day Monday.
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