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Complaint Details


Posted byMichelle BUck 
Organization / Product Details
Organization Name
Product/Service DescriptionInternet Service
Warranty StatusNot Under Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating9(in a scale of 1 to 10)
Name of the Company EmployeeNeol Beyonce 
Complaint Details

On Feb 27, 2006 I signed my mom up with this service using my credit card. Around Feb 2007, knowing that the service was coming to an end (I only paid for 1 year), I signed up with a different internet provider because netzero was constantly disconnecting and my mom was getting really frustrated with it. So we switched to and have not had one problem with it. Anyway, I was on the netzero website May 2nd, 2007 and noticed that they had put my account as suspended. I was under the impression that if you dont sign up for another year, you dont get billed. Not the case. Now they are showing that I owe them money and have on my account history that they will be sending my account bill to collections. They tried to bill my credit card too without my consent. Thankfully I cancelled that credit card so they were unable to charge it. So I contacted them via email on May 2, 2007 and was told I need to verbally cancel it by phone. This is what the email said:

"We tried to bill your credit card for NetZero Platinum annual service on February 27, 2007, but the charge did not go through. Hence, your account has an outstanding balance of $119.40. Your NetZero Platinum service will be temporarily suspended.

In accordance with our service agreement, cancellations can be made only via telephone."

This is incredibly irresponsible because I never signed up for another year so why do I have to cancel something I didnt sign up for??? Also, I tried to call them and sat on hold forever, so I hung up. I sent them an email back telling them that I didnt pay for another year, didnt sign up for another year and so I shouldnt have to cancel it. 

Solution of your complaintThey should cancel my account and take off any fees that I supposedly owe (they say I owe them $119). I dont owe them anything. 
ActionI am going to contact the BBB, and the attorney Generals Office 
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