| Horrible experience - Cancellation service with DSL Extreme The DSL connection became worse and did not work early last November. I contacted their technical service, but did not receive adequate service but wasted my time. Two days later I switched DSL service from DSL Extreme to Verizon (my local phone co.). The switching technically terminated the service/contract with DSL Extreme.
For precaution, I notified DSL Extreme of my cancellation on 11/25. Their billing department acknowledged of my notice via their 11/28 e-mail. Then I found the horrible company had charged the December service fee to my CR card. I contacted them early this month for refund; but DSL Extreme billing returned to me and ridiculously stated they did "double-check" and not find the cancellation. On 12/16, I sent the department a PDF copy of the e-mail correspondence between them and me last November. Since then the online CR statement does not show the refund or they have not advised me of refund. It looks wasting time to communicate with this BS. So I just finished dispute process at my CR card.
Overall I recalled the nightmare story in late 1990's when a major internet provider offered 60 or 90-day free trial dial-up service. People who was not satisfied during the free trail eventually faced difficulty on cancelling the service to avoid CR card charge.
Starting from the technical support to the billing department, I had not seen any good sense on their business attitude. |
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 dslx_stevePremium,VIP
join:2011-03-24
Winnetka, CA
kudos:6 | My apologies for the trouble you had. I would like to investigate this further. Could you PM me with your account info? |
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| reply to OCresident
Hi dslx_steve, I did PM to you this afternoon. |
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dslx_stevePremium,VIP
join:2011-03-24
Winnetka, CA
kudos:6 | Thanks, I found your account. I'll have our local billing reps look at this. Expect a response from them early next week. They are closed on Monday due to the holiday. |
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| reply to OCresident
My CR card bank informed me that the billing dispute is now permanently resolved, which means my claim was accepted possibly because DSLextreme took process for the refund. Therefore this case is now closed. Thanks.
Anyway, starting at the tech support quality that forced me to cancel the service, the company's record management appeared odd. (1) the given trouble ticket # did not appear on the member service web page, (2) the billing department acknowledged my cancellation, then stated their double-check did not find the cancellation request, (3) after sending a copy of the correspondence (including their response), they have not responded to me for their confirmation or planned action. It's so sad that DSLextreme used to have very good reputation early 2000's. But it's the history. |
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| reply to OCResident
Re: Horrible experience - Cancellation service with DSL Extreme I find the billing department hardest to work with. There's not a lot of knowledgeable people there.
The knowledgeable ones are their backline team (some tier2's and most of their tier3's) their frontline is completely outsourced and causes more problems than anything. I'm extremely unhappy with their frontline team. |
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| reply to OCresident
DSL Extreme slimy experience Had the same problem.
I notified DSL Extreme that I wanted to cancel April 12, 2011 as I was moving. The informed me that I would be responsible for charges through June 2011 as the "your contract hasn't expired yet". I hesitantly agreed but told them my phone line would be disconnected within days and no one would be using the account as I was moving and didn't know if the place I was going already had internet service to transfer to.
When I called recently to get service again the "agent" informed me that my account was still active and that I had been charged the "monthly" rate of 32.83 (an increase of approximately $10 per month) beginning in July 2011 because I "didn't renew my contract". When I tried to reason with them (even asking for a supervisor) they were totally unwilling to waive any fees to keep a customer. Terrible Experience. I see now how they do business as the previous post seems to be identical. Shame on you DSL Extreme!!! |
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 dslx_nick
join:2011-12-24
Chatsworth, CA
kudos:11 | Hey Bikerider777, I've found your account in our database. Usually, at the end of an annual contract, service then automatically changes to month-to-month unless you sign up for another annual (renewal) contract... looks like that's what happened here. I'll have a representative review this and get back to you on it. |
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