Tyu (tyu_utamara) wrote in bad_service,

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follow up

About a month ago I posted about Inter.net here.

I took the advice of those who replied, and tried giving the company a call. My main problem was I only had a pay as you go by the minute cellphone. This wouldn't have been so bad, had I actually been able to get through without spending more than 20 minutes on hold. At ten cents a minute, thats about two bucks, and I can't aford to waste time and money. I hung up, and waited for a later hour to see if someone would be available to talk to me then. No dice, this time I waited on the line for almost a half an hour. It was getting rather expensive for nothing. I could do nothing but wait and subscribe to Vonage in the hopes that they wouldn't screw me in this way. I've heard bad things about their customer service, but theres no way it could be as bad as what I was already experiencing, and I was right because Vonage has been great to me so far and I had absolutely no problems setting the thing up or activating the account.

So, not having been able to get through to Inter.net to cancel, and having no replies to my emails, I waited til I have a real phone line that WORKS and I eventually get through.This was in aproximately the first week of December (i'm bad with dates). I still waited quite a while for a CS rep, but I didn't bother timing it because I wasn't worried about wasting money. I request the account be canceled, the service rep tells me it will be canceled by the 12th of Dec which would have been my next billing date. I say ok, and she gives me a confirmation code, which I have no idea what I was supposed to do with it.

Today I needed to buy groceries, so I was checking my credit card balance to see how much I had that I could spend. Saw a charge for Inter.net on the 11th of Dec. Now, I might be wrong, but I am sure I was charged for the month of October (oct 12 to nov 12) when I signed up, and then charged for the month of November (nov 12 to dec 12). If my account was terminated on the 12 of December, I am wondering why I had a charge which would be for Dec 12 to Jan 12?

So I went to the Inter.net site, to see if I could still log into my account. I could. Surprise, I see that my account seems to have been activated somehow (not by me, because I couldn't) and it proudly displayed the fact that I had 500 minutes remaining. I was a little annoyed, so I called my credit card company, explained the situation and asked if there was any way they could reverse the charges. Nope. They couldn't do shit, I have to call the damn company and have them do it.

I call mainly to make sure the account was canceled. I get a very nice man on the phone, he informs me that the account is indeed canceled, and I explain to him about never being able to activate the account, not getting any technical support via email and not being able to get through on the phone. He apologizes and tells me that sometimes the activation screws up. I said that was an understatement. I ask him if there is any way to have the charges reversed. He informs me there is not. Had I canceled within 14 days of signing up, I would have got a full refund but it's been two months. I wonder if the fact that I COULD NOT GET THROUGH OR GET EMAIL SUPPORT might have been the reason? I tell him fine, whatever, (I'm tired of dealing with this) and ask how to ship the device back. He asked me if I had got the packaging in the mail to send it back in. I had not. I asked him if it had been sent yet. He tells me that a request had been made to send it out but it had not been sent yet, he apologizes, and tells me that some stuff has been delayed lately. No shit.

I thanked him for his time and hung up. I just have to wait for the damn shit to come so I can send the POS back. I'm mostly content knowing that the crap is canceled, but quite agitated that nobody will give me my money back.

Lesson learned: never trust a company you've never heard of before. Especially one based in Quebec.

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