Complaint Rating:

I have been a Clearwire customer for almost a year now and I have been happy with the service. Recently, my apartment was burglarized and in addition to having my personal things taken, my Clearwire modem was also stolen. I called the company and asked them what I should do. The first time I called the representative that I spoke with was very unhelpful. She told me that it didn’t matter how I lost the modem; I would have to pay for the modem plus the cost to suspend or terminate the service. After telling the lady repeatedly that I was burglarized and that it wasn't my fault, I asked to speak with her manager. She would not put me in contact with her manager and told me that I could either pay for a replacement modem and/or pay the disconnect and early termination fee.

A few days later I got in contact with Clearwire's retention department and I was told to fax my copy of the police report to their department. Later I received an email saying that a new modem would be shipped to my house.

When the modem came I hooked it up but there was no signal. I called Clearwire and they told me that I would have to pay $100 to turn the modem on. At the time when I sent the retention department did not tell me that I would have to $100 to turn the modem on.

I am very upset with Clearwire. I was violated and victimized when my apartment was robbed and I feel like Clearwire is victimizing me again. I could understand paying the $100 fee if I was at fault for losing the modem, but I was not.

The company has refused to refund me the $100 even though I did not lose the modem.