60 days after cancellation charged for equipment I was told I could keep – User Submission by Gary O.May 10th, 2012 | by Admin |
Got the push to remain a customer no matter what. Keep all equipment (even the leased), keep the account open and give to a friend, we’ll only charge $20 per device per month.
(At this point I almost felt bad, they must be losing customers hand over fist). Then surprise charge on my credit card. Here’s how the chat went:
Hello Gary. Please wait while we find a CLEAR specialist to help you.
Your question is: Cancelled service on 03/02/12. Still got billed for Mar even though no service. Not billed in April.
Billed on 05/02/12 for 54.05. You need to stop stealing from former customers. I will post to
http://clearwiresucks.com/blog/ with the results of this chat.
You have been connected to Manny.
Manny: Thank you for contacting Clear. Can I also have your last name, please?
Manny: Pleased to meet you online, Gary. I hope your doing fine today!
Manny: Thanks for your patience. I can’t locate an account under that phone number. Is there another phone number that
could be associated with your account?
Gary: not really phone 702xxxxxxx
Gary: password xxxxxxx, you can’t find it because I’m no longer a customer but you’re still charging me
Manny: Thank you.
Manny: There is a security question on the account: What was the name of your first pet please?
Manny: oh, thank you for verifying your account information.
Gary: not only will I dispute with my Credit Card I will go out of my way to let everyone know what a ripoff clear is
Gary: Not taking this out on you Manny, but enough is enough.
Manny: To make sure that I understand your issue you are, wanting to know the 454.05 charges on your canceled account, correct?
Manny: Thank you for bringing this matter to our attention and I am sorry that you are having this concern. Let me provide
you with the necessary information to explain the situation.
Gary: When I cancelled on 03/02/12 your agent “David” did his best to sell me
Gary: on how I should stay a customer. Then said I could keep all equipment, even the rented ones because they were not
“current’. I asked him to put that in writing.
Gary: I got the cancellation email, of course that wasn’t there.
Manny: As per records, your account has been canceled last Apr 01, 2012, the $54.05 charges on your account is for the
device non returned fee and taxes after the account has been canceled.
Gary: I expected to be ripped off April 02. It didn’t happen
Gary: I thought, wow, they were decent.
Manny: The device is a USB modem with Ubee PXU1900 mac id number #############, and you are leasing the device.
Gary: Then I get this charge on May 02, and
Manny: Any leased equipment will require return and restocking to avoid additional charges to the account.
Gary: Ok, so then I’ve been lied to. I don’t mind returning the device. But I doubt that if I return it this charge would
even be reversed.
Gary: I’ll give you one chance to make this right.
Manny: I understand but the system generated the charges because we did not received the device. The time frame given was
30 days. On day 31, our system identifies that we have not yet received the equipment and charges you for it and that charge
is not refundable.
Gary: What ticks me off is that “David” kept telling me to keep my account open, or give it to someone at the rate of $20 a
Gary: HE TOLD ME TO KEEP IT AND NEVER SENT a UPS label (I’ve done my research).
Gary: In my cancellation email it did not state that I needed to return any equipment.
Gary: So let’s cut to the chase: you’re saying I have to eat the $54, I own the USB device and that is it right?
Gary: Nothing you can do, you aren’t empowered etc. Can I escalate this to a supervisor?
Manny: I am sorry but we do not have a supervisor at the moment. If you want, you can contact us again in 2-4 hours and ask
for a supervisor. Or you may try calling in and ask for a supervisor and just let then know about the conversation you had
when you cancel the account and did not inform you about the device need to return.
Gary: OK, that sounds like you did your best, I’ll try again. And I hope you find a more ethical company to work for.
Manny: Please call at 888.888.3113. Then request to transfer your calls with supervisor once you reach any representatives.
They’ll be happy to assist you with your inquiry.
Gary: Thank you for your time Manny, I don’t blame you personally at all.
Manny: You’re welcome! It has been my pleasure assisting you.