She finally said it would be refunded within 1-7 days. She said she couldn't help because she isn't in billing so I asked to be transferred to billing and she said she can't because it is against policy to transfer me directly so I ask for their number because one way or another I was going to talk to them today because they stole our money and I wanted it corrected. They stole money from our account and I want it put back and because of them we are 2 weeks behind on our car payment. It was a charge for services we didn't receive and a charge we didn't approve. I'm then told it will not be refunded until they get the equipment. So then the third agent says she will call billing and talk to them and see and puts me on hold. So today April 10th I call and they tell me it was not a statement credit and it's a hold on our card to make sure we sent the equipment back which is a lie. They told me it was put on the account as a credit and I would have to call to get the refund again. They said as long as I had the label it wasn't needed and since it had been a week I asked if they could see our refund status. I packed them up but noticed we didn't have the packing slip so I messaged their 24-hour chat Sunday the 9th asking if I needed it. If I don't return there is the fee and he gave me a reference number.įriday, April 7th we got the boxes. He said it would be refunded and the service was now canceled.
So I want him to cancel it make sure it was canceled and refund us the money that they took out of the bank now putting us behind on our car payment. I told the second agent no I wanted it canceled because it was unplugged and I was waiting for boxes to send it all back and already had our new service set up and done. So I called again on April 2nd to see why we were charged when we had canceled and I was then informed the first agent I talked to didn't cancel our account and flagged us as thinking about upgrading our service. And if I didn't send back equipment we would be charged $300 and we hung up.Ī week later we were charged for the month of April service. The boxes would be sent out for me to mail back equipment and if I changed my mind I had 45 to get back with them and I'd have to pay a fee to sign back up. They kept trying to sell me a new package at new prices for over 40 minutes, and once they finally realized I wasn't changing my mind the first agent I talked to said it would be canceled. I called on March 27th and told them I wanted to cancel.
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