We signed up with Clear in December for internet and VOIP phone service. The service has never worked correctly from the start. Phone service is sketchy at best, sometimes calls will drop (on a landline!) people will attempt to call in and get nothing but endless ringing and the call never gets through to us, nor do they reach the voicemail. Other times you will miss complete sentences those on the other end of the conversation are saying. The company and its many "customer service representatives" have only excuses and lies to explain this. Because of these issues, we have spent over 5 hours of our time on the phone with "customer service" and "tech support" with nothing being fixed.
Most recently, the company took it upon themselves to store my banking information in their system and withdraw payments whenever they feel like it. This month alone they have taken $50 more than is required. I never authorized this, and now they are "passing the buck" on whose fault this is. One agent named Kyle advised us on February 2nd that the bill could be split in two, (half-and-half) We paid the first half and before I had the chance to pay the second half they took an entire payment without permission.
On February 22nd, we spoke with Terry who stated he was a billing supervisor because of this unauthorized charge. He stated in that conversation that there would be a refund placed back in my account in 24-36 hours (ticket number 6135936). Needless to say, I was shocked when this did not happen.
Speaking with Jen today we were told that the Billing Supervisor miss-informed us and it will take 3-5 business days. Then she was unable to do anything else and transferred the call to another representative named Kelly (Account Specialist) without advising the new rep. Of the situation. After 1.5 hours on the phone, we were told that the money that was taken would be refunded... Although she was also not really sure how long this would take. This company is a joke and should not be in business. I for one will be filing complaints with the FTC, Public Utilities commission, and the BBB to ensure that others will not be taken for a ride by this joke of a company. Clear proves the old saying that you get what you pay for.
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