Huron
Ex-SF Customer
join:2004-02-15
Duluth, GA
1 edit | Having Trouble Cancelling SF?
I wrote an e-mail to SF--after trying to call them during The Big Out(r)age--telling them to cancel my account and to NOT charge my credit card for April. Of course, they never acknowledged the e-mail. And they've charged my credit card. They eventually did disconnect my service. Of course, it was a little difficult to tell at first as their non-service and their service often look the same to a customer.
I've sent another e-mail telling them to reverse the charge. It's been 48 hours and no reply from them yet.
----Update 5/16/08---
I finally called SF. Spoke with Tech Support Chris. When I told him my story he said I'd have to send an e-mail to contracts@speedfactory.net. Even though I'm not on a contract, he said that's the drill. He was very apologetic about the process and the outage that led to me trying to leave. He said he was new--less than 30 days with the company. So I'm sure he's hearing an earful from people wanting to cancel.
So I sent an e-mail (along with copies of previous e-mails) to the address he recommended (which, BTW, is not documented anywhere on their Website). That was yesterday morning. So far, no response. Are they being so deluged with cancellations that they don't have time to acknowledge mine, even after more than 30 days?? |
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Huron
Ex-SF Customer
join:2004-02-15
Duluth, GA
| I sent another e-mail to contracts@speedfactory.net yesterday with copies of the other 3-4 I've already sent. Then I called NextPhase Wireless in California this afternoon. I was transferred to Dick Hutt, customer service manager, who was very polite and helpful. He could see that my most recent e-mail had been answered with a full credit for April and May and that they had closed my account this morning effective back to the date I had originally requested--April 14. I checked my e-mail account and found a confirming e-mail that had been sent earlier this morning. Surprisingly, Dick requested a copy of the e-mails I had sent canceling my service so he would have some backup if anyone questioned why my account was canceled. I was a litte surprised that he could not see the several e-mails I had already sent but I was happy to oblige.
So my experience: 3-4 e-mails to various speedfactory addresses and one from their own Web site to them were unanswered. A call to the speedfactory number resulted in having to send an e-mail to contracts@speedfactory.net which took at least 2 e-mails to get noticed. But, to me, the simplest connection was calling Dick Hutt at the NextPhase Wireless office in California. That was the first time in this process that I felt like I was dealing with someone who knew what was going on.
Goodbye Speedfactory. I hope you get things straightened out. |
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certifiedletter
@bellsouth.net
| reply to Huron
I sent a certified, return receipt, letter and they cancelled my service, and gave me a credit I hadn't even asked for. No hassle. No need to contact them over and over. This kind of notification carries legal weight, and I highly recommend it as a way of avoiding having to make the repeated effort described above.
It is easy, inexpensive, and highly effective. |
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bigclaw
join:2002-12-05
Atlanta, GA | said by certifiedletter :
I sent a certified, return receipt, letter and they cancelled my service, and gave me a credit I hadn't even asked for.
Did you just send it to their Shallowford address? |
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teradude
join:2008-04-13
Cumming, GA
| reply to Huron
repost of my status from another thread entitled as shown below
Update as of June 3 for: My experience today end of month 04/30
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. Or if I got $74.93 credited, that is still more than the $35 or so that I was hoping for.
Just keep trying. I got lucky I guess, after reading some of your posts. |
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