Cancelling Speed Factory Service: How'd It Go? in Speed Factory users forum http://www.dslreports.com/forum/r20339040 en Tue, 02 Dec 2008 05:24:32 EDT Tue, 02 Dec 2008 05:24:32 EDT Update as of June 3 for: My experience today end of month 04/30 http://www.dslreports.com/forum/remark,20581739 teradude : This is an update to my frustrated post of 04/30. For me, it is good news. And took 2 billing cycles.
I was issued a credit for not only the time after The Outage From Hell on 04/10, but more time. Not sure how that happened. It took a 2nd phone call after I was billed for time when I was no longer a customer.
Previous Balance $49.95
Payments $74.93
Adjustments ($124.88)
Current Charges $0.00

-----------------------------------------------------
Apr 30 Credit Card Refund
$74.93
-----------------------------------------------------
TOTAL PAYMENTS $74.93
TOTAL ADJUSTMENTS ($124.88)
So I got $124.88 credited back to Visa. I think. I have to see the Visa bill now.
Just keep trying. I got lucky I guess, after reading some of your posts.]]> http://www.dslreports.com/forum/remark,20581739 Tue, 03 Jun 2008 01:54:34 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20462523 anon : I also just got my refund. I wish SF good luck in the future.]]> http://www.dslreports.com/forum/remark,20462523 Sat, 10 May 2008 18:20:09 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20418111 Ataru : I have my credit in hand as promised as well, and for the amount promised, so as long as there are no more attempts to bill me, everything looks good. A shame it came to this, though.]]> http://www.dslreports.com/forum/remark,20418111 Thu, 01 May 2008 19:47:44 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20417025 twoeyesofblu : Well I have given up on them cancelling my account.
Despite numerous calls, e-mails, web contact form entries, no one has bothered to return a call or e-mail.

I operate a small business and for me time is money and I have spent enough time with what should have been a very simple issue. I say good luck to those that stick and actually receive a free (If you want to call it that) month of service, but I would not hold my breath. It sure is funny that NOTHING seems to work there but their billing computers. huh?

I have disputed and will continue to dispute any charges to my card. Maybe someday they will actually figure it out. You know just one call back or reply would have been nice.

Sure is funny how Mr.Ford has not shown his face around here since all the great things he said he was going to do to save face and make people happy.

I say good riddance!]]> http://www.dslreports.com/forum/remark,20417025 Thu, 01 May 2008 15:16:17 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20413815 billmax : I received the credit as promised.]]> http://www.dslreports.com/forum/remark,20413815 Wed, 30 Apr 2008 22:40:02 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20413715 da3dAlus : My business with SF is now complete. I had a voicemail on my cellphone this past Sunday from an SF rep (not NPWireless) stating that they got my cancellation request, and had issued a credit for my auto-billed charge the week previous. Today the credit finally posted, so as far as I can tell I have been cancelled and repaid. I'll know for certain if I do not see any more charges mid-May.]]> http://www.dslreports.com/forum/remark,20413715 Wed, 30 Apr 2008 22:24:11 EDT My experience today end of month 04/30 http://www.dslreports.com/forum/remark,20411443 teradude : Like a lot of you, I gave up on getting decent recovery and restored service over that 4 day weekend -- outage began 04/11, right? -- and I called in on 04/15 when it was clear they were back in service.
I got a tech instead of cust.svc because they were swamped with calls of course. He assured me he took my info -- he did NOT demand an email, no mention in fact -- and I thanked him after we agreed svc billing would end on 04/10, last day of good service!
Today end of month I got the bill for the whole month of $49.95, automatically paid of course. I was tempted to explode but realized it was just one more step in the hassle we will have to persist in to be reimbursed. I do not have a sense that SF is trying to con or rip off.
So I called, got a disconnect after the robot-voice that they would tape record all calls. Not a good sign! So I called yet again and DID get a human right away. Poor Nathan answered. I was polite, I reviewed carefully what is above here, and he said he not only credited the 49.95 but another $24-25. I didn't ask why; I didn't want to complicate things! I had told him I could be billed for 04/01-04/10.
We will see what happens. I have to wait for my Visa bill now to see if the credit shows up alongside the billing of same date.
I recommend that we all just be patient and persistent. I didn't see a point or need to threaten or scream. They seem to have Process problems and data entry processing problems. Maybe they are using pen and paper to log us, and process/enter it all later?
Who else got billed today inspite of cancelling?

teradude the Teradata dude]]> http://www.dslreports.com/forum/remark,20411443 Wed, 30 Apr 2008 15:02:34 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20395678 Ataru : *Finally* got a response to my cancellation e-mail from Tuesday this morning, and a Jeremy at the Shallowford office supposedly canceled my account and refunded the credit card. I'll believe it when I see the chargeback, but the end might finally be in site.]]> http://www.dslreports.com/forum/remark,20395678 Sun, 27 Apr 2008 15:55:13 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20394633 billmax : I canceled two weeks ago and was told I'd be terminated after 30 days. I was billed again four days later on my normal billing day.
-- edit --
My service was actually terminated today, and I received a phone message stating that a credit will be posted to my credit card.]]> http://www.dslreports.com/forum/remark,20394633 Sun, 27 Apr 2008 11:19:37 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20391973 invalidname : Same here. Got the robo-bill on the 26th, despite sending snail mail on the 14th to cancel and following up with an e-mail to support@speedfactory.net (in reply to the second message from Robert Ford), saying "no, really, I sent you mail to cancel my account. Now please cancel my account."

I replied to billing@speedfactory.net demanding they cancel the charge and close my account, but it seems clear this company is either too stupid or too greedy to let customers go without making things extremely unpleasant, so I imagine I'll have to dispute the charge, visit the office, or both.

--Chris]]> http://www.dslreports.com/forum/remark,20391973 Sat, 26 Apr 2008 17:22:22 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20387460 anon : Yes, me too. Got the usual billing statement by email today (25th).
I sent them an email and regular physical mail on April 14th canceling service. I have not received any confirmations yet. I replied to the billing notice email and enclosed copies of the previous correspondence. No reply yet after 6 hours.]]> http://www.dslreports.com/forum/remark,20387460 Fri, 25 Apr 2008 17:30:48 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20386664 anon : I cancelled over the phone with someone named Peter (I think) 04-14 when their phones came up. I had already switched over to AtNex. Of course I got billed today on my regular billing cycle. Anyone else continuing to get billed? This is bad business, and I hope it reflects in their bottom line.]]> http://www.dslreports.com/forum/remark,20386664 Fri, 25 Apr 2008 15:15:34 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20382428 slick1ru23 : Mr. Hutt can't find me in the system...been a customer for over 5 years...not really surprised by anything anymore.]]> http://www.dslreports.com/forum/remark,20382428 Thu, 24 Apr 2008 21:15:55 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20380743 da3dAlus : Ditto on that. I've also been conversing with Mr. Hutt, who has been extremely pleasant. I did see a charge hit my CC the day after I reported getting the automated bill, though I have yet to see the credit appear. I plan to wait a few more days, just to be sure it's the bank that's being slow.]]> http://www.dslreports.com/forum/remark,20380743 Thu, 24 Apr 2008 15:59:30 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20379669 anon : I have had good luck e-mailing with Dick Hutt. (dhutt at npwireless.com ) Confirmed my cancellation and refund (which I haven't seen yet, but most CC refunds usually take a few days).]]> http://www.dslreports.com/forum/remark,20379669 Thu, 24 Apr 2008 12:53:04 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20376316 tg3650 :
said by kommers :

Suggestion: send them a fax. I did on 15th and today they called me to confirm that they received my fax and that my accounted is closed with the remaining portion of bill being credited back to me.
I sent both e-mail and a fax, and got an e-mail reply. I said in the e-mail that I had no plans to seek a refund for the current month's service, but that there were to be no further charges. The e-mail reply was a form letter asking for the reasons, etc., and whether I'd consider returning to them. I don't expect them to try to charge me again but it'll be a couple of weeks until I know whether that happens or not.]]> http://www.dslreports.com/forum/remark,20376316 Wed, 23 Apr 2008 19:45:33 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20368196 anon : I had an awful time trying to cancel, and I'm still not sure it went through.

After getting a new service provider, I called at the beginning of last week to cancel. I talked to someone that said it was cancelled and that I would probably get a refund for last month's charges. I'm not too concerned with being refunded for service charges of the month that my connection worked, but I just don't want to see any new charges.

Apparently, last week's conversation was nothing but hot air. I checked my credit card statement to find a charge from Speedfactory. I tried to call again, and I kept getting the run around from NPWireless employees. They couldn't cancel my service but could only take down my name and phone number.

I'm supposed to hear back from someone regarding this, but I don't have much faith in that happening. I'm probably going to have to dispute the charge with my credit card company.]]> http://www.dslreports.com/forum/remark,20368196 Tue, 22 Apr 2008 12:08:39 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20363245 da3dAlus : I actually got a response from an email request last week. I think I send my request on Thursday evening once I had my new connection up, and I got a courteous response from a rep at NPWireless on Friday morning. My account was cancelled, but apparently they were unable to stop the automatic billing process which was set to charge my account on Saturday. The rep assured me that if a charge was made, they would make a credit back on my card. I contacted them this morning to alert them to the charge, and they claim they will be making the credit. I'll just have to wait until I see my CC bill to be sure, but right now I have no reason to not trust them--they've been very nice so far with allowing cancellations with no questions asked.

Just to note, I was on the 2nd month of a new contract, but I've yet to hear about or see anything resembling a cancellation fee for breaking the contract. I doubt they'd want to screw things up much more, so I'm hoping they're not going to go after anyone for that.]]> http://www.dslreports.com/forum/remark,20363245 Mon, 21 Apr 2008 14:08:51 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20357494 anon : There is only one truly acceptable method recognized by courts and credit card companies everywhere - canceling with a certified mail return receipt letter. Anything else is depending on the good behavior of folks whose behavior we are all wondering about. It is hard to prove that emails and faxes were received. Certified Mail is considered a done deal as soon as you hand it to the clerk at the post office. Trust me guys, it is the only good way to protect yourself.]]> http://www.dslreports.com/forum/remark,20357494 Sun, 20 Apr 2008 03:05:58 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20354870 anon : Suggestion: send them a fax. I did on 15th and today they called me to confirm that they received my fax and that my accounted is closed with the remaining portion of bill being credited back to me.]]> http://www.dslreports.com/forum/remark,20354870 Sat, 19 Apr 2008 14:40:06 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20354811 Ataru : I called SF again yesterday in an attempt to confirm that I had been canceled. They claimed that I would receive a callback... I didn't. I am about to send a fairly unfriendly e-mail, because I just want to be canceled so I can stop dealing with these people.]]> http://www.dslreports.com/forum/remark,20354811 Sat, 19 Apr 2008 14:22:29 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20354021 anon : After a phone call and an email yesterday, and a phone call and an email today, I am in theory no longer a speedfactory customer.

10 minutes after sending the email today, someone from SF called and terminated my service. He says he issued a $37.xx credit to my account. I really think they should refund everything, but at this point I don't feel like the fight.

The guy on the phone was super nice. Just as SF employees have always been. I hope they get their act together so I can come back. Not exactly pleased with the customer service or the speed of my current provider.]]> http://www.dslreports.com/forum/remark,20354021 Sat, 19 Apr 2008 10:37:35 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20350653 anon : I just received a bill via email today. I replied to it also and said that I had canceled my service yesterday (the only time I have been able to get a human on the phone) and that I won't pay the bill. My CC company told me that I have to wait for the transaction to go through before I can dispute it, but it's still pending right now.

Let's hope that SF doesn't add to this fiasco by charging in advance for service not rendered (or wanted, in my case).]]> http://www.dslreports.com/forum/remark,20350653 Thu, 17 Apr 2008 22:36:23 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20349814 billmax :
said by AU76 :

Did anyone shoot them an e-mail requesting to cancel and, if so, did someone from Speedfactory confirm via e-mail that your service was canceled? Frustrating...
I sent an email to contracts and got a courteous confirmation pretty quickly.]]> http://www.dslreports.com/forum/remark,20349814 Thu, 17 Apr 2008 18:42:08 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20349509 anon : I got a bill in email and send back an email saying I already canceled. Robin from Nextphase emailed me back and said that she would take care of it and I will not be charged.

Since this whole thing started I have not been successful getting anybody from the Atlanta office on the phone, but have gotten through to a person at the home office almost every time. Robin, the person I talked to several times, was most helpful.

Tom]]> http://www.dslreports.com/forum/remark,20349509 Thu, 17 Apr 2008 17:48:01 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20349443 invalidname : Did anyone shoot them an e-mail requesting to cancel and, if so, did someone from Speedfactory confirm via e-mail that your service was canceled?

I sent a snail mail, which generally has greater legal standing, on Monday. Haven't heard a damn thing by phone/e-mail/snail. Like many of you, I'll be watching my credit card and disputing any further charges from them (which I more or less expect, since the whole incident reveals them to be total bozos).]]> http://www.dslreports.com/forum/remark,20349443 Thu, 17 Apr 2008 17:36:40 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20349153 anon : I have been on hold with Speedfactory for almost 20 minutes trying to cancel my service. Did anyone shoot them an e-mail requesting to cancel and, if so, did someone from Speedfactory confirm via e-mail that your service was canceled? Frustrating...]]> http://www.dslreports.com/forum/remark,20349153 Thu, 17 Apr 2008 12:26:22 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20341002 anon : It was pretty painless for me as well, but I will be watching the credit card bill like a hawk.]]> http://www.dslreports.com/forum/remark,20341002 Wed, 16 Apr 2008 02:37:48 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20340530 anon : That was my experience as well. I called, quickly got a human, stated I would like to cancel my account and they took my name. I've already stopped payment on all future charges from Speed Factory to my credit card, so we'll see what happens. ]]> http://www.dslreports.com/forum/remark,20340530 Tue, 15 Apr 2008 21:32:46 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20340091 Ataru : I called today, they took my name down and said "ok thanks". I asked whether my credit card would be refunded and Joe Tech said "sure", and that was it.

I'm fairly certain I'm going to have to call again Thursday and be significantly less friendly.]]> http://www.dslreports.com/forum/remark,20340091 Tue, 15 Apr 2008 20:09:24 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20339725 ldsang : Hello All. I just called Speedfactory and was transferred to NextPhase. After going around a phone menu a few times I was prompted to leave my name and number and someone would call me back. Surprisingly, someone named "Ira" called back within 15 minutes! I asked him what the procedure was to cancel and he apologized for the outage and said that they have everything back up and it wouldn't happen again. I expressed my concern with the complete lack of communication despite the fact that their website was up and available (for me at least) even though the general internet wasn't and they could have put a simple message up there.

He also asked me if I'd be willing to at least finish out the month free and I told him I'd prefer to cancel. He then took my customer number and then I mentioned that I'd like to be reimbursed for this months charge and he said ok and then we got off the phone.

All in all it was relatively painless aside from the weekend of course and the fact that I've been calling since yesterday (not counting the times I called with the "all circuits busy" message). This was the first time I've called that it redirected to NextPhase directly.

At any rate, I'll be watching my credit card bill and if I don't see a credit in the next 2 weeks I'll be contacting my credit card company directly. Hopefully I won't need to and I can put this thing to bed and move on.

FYI I called ATNEX around 3:50am Monday Morning (yes, AM!!) and they said I'd be hooked up by Wednesday. I changed my router Monday afternoon around 2:30pm and I was up!!!]]> http://www.dslreports.com/forum/remark,20339725 Tue, 15 Apr 2008 18:53:16 EDT Re: Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20339593 anon : NOT LEGAL ADVICE

I emailed them but haven't heard back. I used my Speed Factory web mail then printed it to a PDF (I should have also emailed a copy to myself at another address.) The reason for this is mostly to provide evidence to the credit card company that it was cancelled.

I would not worry much about being sued, the amount of money is too small. Even if they are silly enough to pursue it, they would have a tough case to prove. And even if they win, collection can be difficult and expensive. What they might do is sell the "debt" for pennies on the dollar to a bottom feeder type collections agency. In that case, you can simply send the collector a "cease and desist", which essentially amounts to saying "shut up, and if you want to sue, then go ahead and try". (To see the right format for this, google "Bud Hibbs letter")

Unlike many of the folks who are going to cry gloom and doom and that they will take you to small claims court, I actually have some experience being on both sides of financial disputes, some of which involved amounts worth suing over, some of which did not. All and all, for small amounts, litigation isn't worth it, even when you know you will when. When the "debtor" has a very legitimate argument (as you do) then only a complete idiot (yes, they may be idiots) would take legal action. Especially when you can get a little money by simply selling the debt to a low life. (Never settle with those guys - you are better off dealing with the lawyer when and if they sue, which they will not do for a small amount, and NEVER, EVER, NO MATTER WHAT, give them a checking account to draft, or pay anything without a "settlement in full and without recourse" agreement, in writing, and in your hands.)

So send them a certified, return receipt letter to their office address canceling your service FOR CAUSE, and state what the cause(s) are. Then, "Don't worry, be happy"

POSSIBLE CAUSES:

1) Protracted Interruption of service, not in the presence of any external mitigating factor

2) Complete lack of backups and emergency provisions by company

3) Unavailability of Tech Support

4) Shutting down of all communications during interruption of service

5) Failure to advise customers of situation and prospects for repair

6) Non- Working telephones at both local office and national headquarters including the telephone number place on the door during the outage

7) Your need to achieve a timely solution to the lack of service in the absence of any communication from, or ability to communicate with your company.

8) Lack of timely response by company]]> http://www.dslreports.com/forum/remark,20339593 Tue, 15 Apr 2008 18:24:12 EDT Cancelling Speed Factory Service: How'd It Go? http://www.dslreports.com/forum/remark,20339040 anon : Finding a new provider was the easy part; I started the process during the weekend during the communication vacuum. Now I need to let SF know.

Has anyone communicated with SF yet regarding termination of service? I called today and was told to put my request in e-mail to contracts@speedfactory.net, which I will do. I'm just wondering if people are being told, "Goodbye; we're sorry; we won't try to bill you for anything else," or "We'll terminate you, but btw, you owe us $xx.xx more for failure to give 30 days' notice/fulfill your contract period/whatever."]]> http://www.dslreports.com/forum/remark,20339040 Tue, 15 Apr 2008 16:40:20 EDT