The WORST company I have ever dealt with
Written: Sep 05 '00
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Product Rating:
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Pros: NONE
Cons: They don't care. They will screw you.
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| juan_doe's Full Review: Texas |
I called and signed up with my credit card. FIRST MISTAKE. I had just moved to Texas and so I needed a dial-up temporarily, then I planned to get cable or DSL once I got settled. I signed up for three months, then I was going to cancel. The service was mediocre -- I don't hope for much from a dial-up anyway. There were some busy signals, but they did not last too long; I did get dropped quite a bit, but it was just a temporary thing anyway so I didn't complain or get upset.
Then, before my three months were over (about 2 weeks before) I called to cancel. I was told the charge for my next three months had already been made. OK, fine, I told the rep, just credit me. He said he didn't think they could do that, since according to the terms and conditions I need to call before the beginning of the month on which the next three month period would be billed -- it didn't matter that I was calling two weeks before the new service period started, since it was already about the 4th of the month. But he would ask a supervisor if that's what I wanted (yes, that's what I wanted), but he was pretty sure they would say no. HMM! Turns out the supervisor had left for the day; I'd have to call back tomorrow. I was pretty peeved. Nonetheless, this jackass, after telling me I was basically about to get screwed here, tried to upsell me to DSL! I told him we'll see; depends how this issue is resolved.
I call back and explain the situation to the next rep I talk to. She says they cannot credit me because of their terms and conditions. I say they cannot charge me for something I didn't ask for, don't want, and won't use, and that all they have to do is not charge for something I didn't get yet. It's no skin off their nose. Well, too bad, I was told. I asked to talk to a supervisor and had pretty much the same conversation. Finally the 'supervisor' admitted she couldn't credit me because she didn't have the authority to make that decision. Why not? She was just a regular rep with no more authority than any other rep I talked to. Unbelievable; what a waste of my time. Incredibly, the rep she transferred me to, who was supposed to be an actual supervisor, with mysterious powers of customer service at her disposal, did not have any special authority to do anything either. Not one rep had the authority to do the right thing and deliver good customer service.
I was told the only person who could do anything was out to lunch; would I like her to call me as soon as she got back? Yes, but of course she didn't. I called back and she was gone. I left a message. The next day she did call me back. She told me that she couldn't credit me because of their terms and conditions. I asked her if she thought it was right to charge me for three month's of service that hadn't been provided yet, that I didn't want, and that I wouldn't use. She told me it was in their terms and conditions and there was nothing she could do. I asked her if thought that was good customer service; I explained that first rep tried to upsell me to DSL, and that I would possibly have gone for it, but how could I do business with a company that operates like this? Terms and conditions. What would she think if some company treated her like this? If it was in the terms and conditions, she said she would be OK with it. What a load of BS.
I was not going to accept that. I tracked down the CEO's email address and emailed him. Did he know this sort of thing was going on? Did he think it was right? If anyone in this company cared, I thought it would have to be him, since he has the most to gain or lose. No response. I emailed the various support addresses at Texas.net. No response. I called my credit card company and told them I had not authorized this charge. I wrote to the Better Business Bureau. They did not refute or even answer the charges I made; no response at all to the BBB. My credit card company had temporarily credited me while the issue was being resolved.
Finally, about 3 months later, the credit card company called and told me they had never gotten a response from Texas.net showing that I had authorized the charge, so they were making the credit permanent. I asked them if they were eating the charge or if it was coming out of Texas.net. Happily, it was coming out of Texas.net's pocket. I was glad to get the credit anyway, of course, but I didn't want Texas.net to get anything out of this, either from me or the credit card company or anyone. If I can persuade anyone to go with another ISP besides these lowlifes, this will be well worth the effort. I tell everyone I talk to about this slimeball company. I hope they go bankrupt, and I hope it's at least in part due to my efforts. This is the worst company I have ever dealt with.
Recommended:
No
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Epinions.com ID:
juan_doe
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Reviews written: 1
Trusted by: 0 members
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