I thought I got out of service clean & free. (Here’s a good Clearwire nightmare story) - User Submission

So around July 1st-2nd I call into Clearwire to cancel service.

I’m in luck, i’m 5-6 days short of my 2 year contract (yay no early cancellation fee) (July 6th-7th)

So I request my UPS Return Label and ask x3 (three times) about the 10 day grace return period (because I didn’t want to be charged for a month of service when the modem would be in-transit and on it’s way back) I repeated myself upon the 6th/7th I want my service canceled/terminated.

I got my Charter cable hooked up on the 8th of July, blazing fast service and the conversation with the rep to setup the account was wonderful and easy.

It is now July 11th, I have been charged Clearwire service and my bank account was sent into OVERDRAFT! (So Clearwire service + $25.00 overdraft fee)

Furious I get onto the Clearwire Live Chat on their site. The following conversation takes place.

A few notes :

1. We are actually outside of service area for Clearwire (I found this out 1-2 weeks prior to my cancellation of service because I was finally fed up with the speeds I was getting)
2. I pretended I was a new customer and asked if I was within service area prior to cancellation on July 1st/2nd to see if I could get out of jail free card if I was stuck with a cancellation fee due to contract. I gave them my address and I was told I was in a BLIND SPOT / OUT OF SERVICE AREA.

So I was charged for service when I am in a unservicable area, I didn’t bring this information to attention during cancellation because I wasn’t liable for a early termination fee, however they overdrafted my bank account and charged my another months service and will only refund [part] of the monthly charge. I wasn’t aware return mail service was INSTANT! Clearwire DEMANDS you send it back to Las Vegas instead of dropping it off at a local store within town.

Name: [Removed]
Web Site: Default Web Site
Department: Sales
Question: Cancelled Clearwire service (end of 2 year contract ended on July 6th) we sent the modem back on the day of cancellation (because there is a 10day grace period for return) yet we were charged, now my bank account has been sent into overdraft.

Lindsay Jordan [10:57:29 PM]: Welcome to our real-time support chat. How can I help you today?
[Ex-Customer] [10:57:29 PM]: Cancelled Clearwire service (end of 2 year contract ended on July 6th) we sent the modem back on the day of cancellation (because there is a 10day grace period for return) yet we were charged, now my bank account has been sent into over
Lindsay Jordan [10:57:44 PM]: May I have the phone number associated with your account please?
[Ex-Customer] [10:58:05 PM]: 509 734 4010
Lindsay Jordan [10:58:34 PM]: Thank you. One moment, please, while I research that for you.
[Ex-Customer] [10:58:47 PM]: It’s currently July 11th, we were told on the phone that service would be ended on the 6th (due to no longer needing the service and the fact we are OUT-OF-SERVICE AREA
Lindsay Jordan [10:58:58 PM]: There is a security question on the account. What was the name of your high school?
[Ex-Customer] [10:59:12 PM]: [Information removed]
Lindsay Jordan [10:59:29 PM]: Thank you for that information.
[Ex-Customer] [10:59:43 PM]: According to the 10 day grace, the earliest we SHOULD have been charged is July 16th for failure of modem return
[10:59:57 PM]: We called days before July 6th, requested a return label, sent it on the 6th and we got charged.
Lindsay Jordan [11:01:04 PM]: Just a moment while I look at the account please.
[Ex-Customer] [11:01:09 PM]: Ok.
[11:01:30 PM]: I asked at least 3 times on the phone to confirm the 10 day grace period.
[11:01:43 PM]: I was charged and my account is now in over-draft because of it.
Lindsay Jordan [11:02:53 PM]: You are correct, you were not charged the equiptment fee. You were charged for your regular monthly service fee. Your account is not canceled until we receive the modem. You will be refunded a part of that monthly charge when the modem is received.
[Ex-Customer] [11:03:09 PM]: We cancelled service
[11:03:17 PM]: we did not want service beyond the 6th
[11:03:22 PM]: We ended our contract
[11:03:33 PM]: So the 10 day grace period was a complete lie?
[11:03:52 PM]: You sent my bank account into overdraft and ignored the 10day grace period, you charged me 5 days later
[11:04:41 PM]: The 10 day grace period was not honored, when I over-draft it costs $25.00
[11:04:48 PM]: on top of the charge of service
[11:04:51 PM]: that im not using.
[11:05:20 PM]: Are you going to charge back the over-draft fee or do I need to report this to the Better Business Burea ?
Lindsay Jordan [11:05:44 PM]: You will need to speak with Account Services about this at 1-888-253-2974.
[Ex-Customer] [11:06:26 PM]: I cancelled service
[11:06:28 PM]: why was I charged
[11:06:30 PM]: for service
[11:06:38 PM]: After my 2 year contract ended?
Lindsay Jordan [11:07:30 PM]: After your term is over you are placed on a month to month basis. You were charged because your service is not cancelled until we receive the modem and your billing date is the 7th of every month.
[Ex-Customer] [11:07:33 PM]: Can you confirm the 10 day grace period? Because I asked about it three times when I cancelled service days before July 6th.
[11:08:00 PM]: That’s laughable, because you can’t drop the modem off at a local store and HAVE to send it via mail to Las Vegas
[11:08:05 PM]: That’s bad business practice
[11:08:13 PM]: I’ll be reporting you folks to BBB
[11:08:18 PM]: Thanks for your time
[11:08:27 PM]: Mail is not instant