My membership fee is renewed on the first of December every year
My membership fee is renewed on the first of December every year. I flew 10 times during my membership period from November - November. The first and only time that I was able to use the Clear facilities at Denver Airport was February shortly before CoVid took off. I regularly fly out of DIA, which is where I had signed up for my membership to begin with. The following eight times that I flew, NOT ONE TIME was a Clear kiosk operating at the airport. Not once was I able to utilize the membership that I had paid $179 for! Not once! For almost the entirety of my membership, they were not operational. No explanation of what to expect, or information of when they would be operating again was ever offered. On November ***, I received a notification that I had had an automatic withdrawal taken from my account by Clear, for this year coming up. There was no way that I was going to pay ANOTHER $179 to get nothing in return. The next day, I called to cancel my membership, which was well within the 60 days allowed for cancellation. They first offered to extend my membership for an extra 3 months, "IF" I were to renew. I told her that the 3 extra months aren't worth anything, if every time I try to use the kiosk, it isn't open. I understand that with CoVid happening, and with the slow down in travel, they would want to limit their staffing and shut down some of their operations. That's fine. But then why wouldn't they tell us this, and why would we still have to pay for a service that wasn't provided for us any longer. If I had known it would never been available to me for the rest of the year, I would have taken action sooner. She refunded me for this coming year, which was not them doing me a favor, it is just what they are supposed to do when you contact them within the allowed period for cancellations. I continued to request a refund for the previous year that had just ended as well, since they were not operational at any point during this year at DIA. The kiosks were there but they were closed. She declined, saying that if I wanted a refund, I would have needed to do it within 60 days of when my membership renewed LAST November. I told her that I didn't cancel, because I had every intention of using it, and in fact was trying to use it all year, and was still trying to use it, all the way up to the end of my membership year in November. However I was unable to use it, because they had not staffed the Clear kiosks. The lack of use was due to their choices, not mine. It is ridiculous to think that I would have any indication in November that my membership would be useless for the entire year coming up. If I had known that then, I certainly would have cancelled. Even through the summer and fall, when I was flying, I thought that at some point ,having the Clear membership would benefit me. The final time I tried to use it, was in October, it was still not operational. If I had been able to use it then, they would have every right to charge me for the whole year, but yet again, they were closed. The last time it was available to me and operational at DIA, was in February. Even by their own records they are able to verify this, and I am sure that through company records they could verify that they weren't operating in multiple airports for a long period of time. If they were operating at all, it had to have been very limited hours, as they were never open when I needed to use them. I told her that even a pro-rated refund from the one use I had in February, would be suitable and fair. She had told me that the best she could do was offer me 3 extra months if I were to continue with my membership. . . the membership that I had just cancelled, because they were never open. I told her that I didn't think that was right ,and she told me she would review it with her "team", and get back to me by email. When I received the email, it informed me that they were denying me a refund because I hadn't cancelled within 60 days of when I was charged last year. I returned an email, asking them to reconsider, and reminded her that I didn't cancel because I wanted to use the services, but couldn't, at the fault of Clear who had suspended a number of their operations. There is no way that I am the only one with this complaint! When I was at the airport trying to figure out if they were open, there were other's wandering around doing the same thing. And they said the same thing that I am saying . . . that they are never finding Clear to be open at the airports that they are normally supposed to be operating in. It is absurd to be running a business like this in the middle of a time when there is so much personal and financial hardship taking place in the country. You can't just take people's money with the promise of providing them a service, and then not make it available to them. If people are traveling these days it is very likely that it is out of necessity, and everyone has a lot on their minds, beyond dealing with Clear taking advantage of that fact. Almost every time that I had traveled it was CoVid related. I either had to go to a funeral of a relative who died of CoVid, or go to take care of someone's kids while their parents were in the hospital with CoVid, or help a friend who was grieving the death of her husband due to CoVid. Having to take the time to have multiple conversations on the phone, and taking time to write multiple messages to try to get them to do the right thing, is not how anyone should be spending their time and energy these days. It is taking me away from where I need to put my focus. Life is hard, money is low, and no one should be taking money from people, when they are not providing the service that they had promised them. This wasn't a situation where I had a membership that I just didn't use, and so I want my money back. This is a situation where I had a membership that I wanted to use, and tried to use, but couldn't because they didn't provide it as they had promised, when they took my money. Oh . . and I still have not received my refund for the year coming up that I had cancelled. Also, I was sent a link through email to a survey for Clear . . that link didn't work. Not surprised.
The complaint has been investigated and resolved to the customer’s satisfaction.
Poor connection-charged after disconnect-charged cancellation fee
After r
leasing 2 modems I decided to save some money I purchased a third modem for another location(for my daughter & grandchildren)I was having serious connection problems after I activated the 3rd modem on Clear.They gave me 1 month free but the next month they charged me twice as much.They then offered me a 'free' modem to keep the service to try to solve the connection problems with the third modem.I had connection problems with the 'free' modem too & cancelled the service at the 2nd location.Clear charged me for the whole month even though I shipped their 'free' modem back.I kept the one I purchased originally on eBay.Clear charged me a cancellation fee of 92.00. I never entered a contract with Clear.This was a 'free' modem.
Each time I try to get this problem resolved Clear gives me a 'ticket' number and claim they're going to 'make it right'.Then they call and leave me messages that I've been denied a refund.What does a person have to do ?I am going to cancel the other two modems I have with Clear I'm not having a problem with because I'm afraid they'll continue to deduct fees for the other modem I shipped back.Do I have to cancel my bank account to stop them from deducting these fees?
ripoff!!
I cancelled Clear at the end of June, 2010 and for the next 2 weeks they debited $65.13 from my account, which, after it cleared my bank refunded to me, then this last Friday they take $80.oo out. I found out that this was for a restocking fee for cancelling a contract. I asked the salesperson in my first conversation with Clear if there were any contracts. He assured me it was month to month and no fees to quit, just return the equipment. Today on the phone I am informed by a young lady that I was indeed under a 2 year contract and that is why they were charging me the $80.00. They lie, they do not deliver the advertised service and their representatives do know up from sic em! I will have to cancel my checking account to end this debacle and it will be a really cold day in Hell before I EVER use my debit card for this type of thing again. DO NOT USE CLEAR, THEY WILL ROB YOU!
The complaint has been investigated and resolved to the customer’s satisfaction.
poor customer service
Please don't sign up for internet services at this store. The store manager Aaron is a real idiot. He charged me the wrong package price, but I couldn't see what he charged me until I got home. They do not give you a receipt in the store, they email it to you so you can't get it until you get home. When I looked at it he had signed me up for a lease, and I wanted to buy the equipment. He charged me for 2 USB ports instead of the modem and a USB port so the modem didn't work. I called tech support and they said I didn't buy the modem. He did not give me the special they were advertising, instead he gave me the regular price. I brought the equipment back and wanted to cancel. Tony at the store told me he would handle the return for me. Clear emailed him 2 call tags for the return one for each piece of equipment. Instead he put both pieces in one box and only used one call tag. I was only credited for the one piece and not for both pieces. I had to fight to get everything I was charged credited. This store employs real idiots. Don't make the same mistake I did.
I have had Clear since January 2017 and had no problems until the first week of June 2017. All of a suden my number of bars dropped on my modem and I kept loosing internet connection, I have had numerous phone conversations with tech service and they get it working for a day or so and it starts all over again.. This continued all theough June of this year and since the first day of Juy I have lost internet connection every day. I usually sign on to the net at 4:00 to 4:30 AM CST evry day and get on loose connection right away. For the past 5 days I go to call customer service and get Tech Service and all I get is "We know there is a problem in your area which may affect your internet connection and our technicians are working on it"
What kind of rinky dink operation am I dealing with?
We moved to a new area in Fort Worth where Time Warner Cable was not an option and our 12 year relationship with TWC came to an end. I did some research about coverage and other options after hearing about Clear on the Russ Martin show. Ordered Clear when we bought our new house, specifically telling the Sales rep we used an Apple TV with Netflix and iTunes as one of our favorite means of entertainment at home. We also specifically explained the other devices and users in the house. The rep quoted plenty of statistics about the superior quality, etc. What a great call! We were excited about our decision.
Then reality set it. The modem arrived and set up was easy! Connection speed was horrible. Download speeds wouldn't even register on an Internet speed test, movies took 27 hours (yes- hours) to download only to buffer constantly. Using the computers or mobile devices (iPad, iPod touch, etc) would time out or make any use of them frustrating at best. It was as bad as I recall from the connection speeds of the early 80's.
No problem right? We gave it a try and thought a quick call to cst service at day 34 would do the trick. I worked in the cellular industry for 8 years and know coverage can be a tricky subject. I didn't have any issue with the company at all. Would have recommended the service to someone in the right coverage area based on price, cst experience and ease of set up.
The phone call that took place early today changes all that. The customer service agent we spoke with was rude and argumentative. Obviously our service is cancelled but did that one interaction need to be so unpleasant? She was a disgrace to call center employees in general!
I was willing to accept that this time a long term customer/provider relationship wasn't realistic based on my needs. After that interaction I'm committed to being as vocal as possible about the terrible experience using any medium of communication I have available.
The Clear modem can be added to the box of junk I'll send to be recycled. Thanks for the terrible experience Clear!
Very unprofessional service. Sales person did not clearly lay out my options, only the ones that would make him the most money. I wanted month to month service with no contract as advertised, but he just looked at me like an alien. Went with a 2 year $40 per month service and paid for the modem in full. When I got home the service did not work, could only get one intermittent signal strength LED and with that it was slow as dial-up. I live two blocks from the Clear store where I bought it and I even tried it on the sidewalk in the center of the coverage area. Made an appointment to have someone come out and they could not send someone for 2 weeks. I got no call no show on the day of the appointment. So I decided to cut my losses before the 30 day evaluation period. Could not return equipment or service at the Clear store. It took 2 hours over the phone with three different people to cancel the service and return the equipment. Still waiting for the full refund promised ($115.59). I thought Clear would have saved me money, but you have just wasted my time.
For over a year I paid for a low volume plan with Clear using a USB stick for a modem. This was 4G only, but they told me I could add 3G if I needed it. During a trip in May, I realized I had really transitioned away from using my computer as my primary device on trips to using my iPad - which has no USB port. I called up customer service to consider the hot spot options the company had. In talking with the representative, I verified that I would be able to get 3G/4G service if I upgraded to their top hot spot. The representative said I had to go to a company store and helped identify one of the few around here. Once I did this, the person at the store referred me to a non-company retail store. I bought the device, came home and changed my plan over to it from the USB stick. Again, the representative confirmed that I could add 3G service onto the 4G plan whenever I wanted to. I used the device on an overnight trip and called to add the 3G service (which I need to be able to use the device in a couple of locations that I regularly go as they are outside the 4G area). Now, I am told that it is no longer offered and that it had been discontinued months before. The whole attitude is that this was my fault and I should have known it was discontinued - despite the fact that it was promised as an option from the beginning, that I was not notified of the change and on two occasions their representative had confirmed that this would be possible now. No problem - that representative said that my plan would be cancelled and they would reimburse me for the cost of the device (actually about $1 more than I had paid with taxes). Days later, their story changed and now they will pay for the device that I bought based on their representation. Yesterday, supervisory representatives finally stopped calling this an "inconvenience" but today's promised call from his supervisor did not materialize. I am out over $100 and many hours of my time and all sorts of hassle. Surprisingly, one of their representatives stated that filing a legal case was my only recourse if I did not want to sell the device (likely at a loss) (the store's return policy does not allow its return, but I really fault Clear for misleading me, defrauding me or intentionally lying) but noone I could talk to would share the address and agent for service. I am wondering how many other people have had a problem spending money based on Clear's representations only to find out that they were false. Let me know, formerclearcustomer@yahoo.com
I have been dealing with Clear on a billing Issue..I sent the payment to a wrong address, The address I mailed the payment to Clears representative said the address was not affiliated with Clear but its connected.All I want Is for clear to see If they can do their part and see If they can locate the payment at their address Ii gave them Instead of passing me around ot returning calls and just hoping that I will go away, The address provided 3525 E. Post Rd.Suite 110 las vegas, nv 89120
The represetitive said this Is not an address that we deal with Its been closed..I see here the same address so someoe Is lieing.I just ant some help with this matter.The payment was In money order form, I'm just trying to understand the payment was mailed to this address the address exist but they are saying that It doesnt so If It doesnt exist why Is It on oe of the letter heads as a contact for Clear I dont understand at all?I just want to know If they can contact the office to see what mail has been there or mailed there..Clear Is a huge company what do they do with their mail If its sent to wrong place just trash It...I know they someone can locate the payment If It was In fact mailed there..Im going to keep on till I get some answers because Its not the payment Its now the principle of the matter the way I'm being treated just passed around because someone dose'nt want to deal with this small Issue.Well Im going to email everyday until someone contact me Im a person a customer and Im being treated like a piece of raw meat, , , thank you for your time..LaTasha Childs-Tugwell [protected]
Attempted to use two different debit/credit cards for one time payment for a relative's internet service. Provided the company with one card number but the charge was declined. Provided them with another card to complete one time payment. Without consent or notification Clear kept two card numbers on file. They proceed to charge the orginal card number for monthly service which was not authorized. When that card was canceled due to fraud charges by them, they went on to try to charge the second card number provided for an obscene amount. Thank god the card company flagged and blocked the charge.
Morale of the story, if you provide them with your account information they will keep it without telling you and charge it without authorization whenever they see fit.
Both cards were canceled and re-issued and I hope to never deal with them again.
I checked out 2 different addresses where I would need their mobile hot spot connection. When I got the product it never was able to connect. I called their tech and was told, "oh, sometimes it does not work in office buildings." That was the address I had checked. So I'm supposed to use the service on a street corner. I called for a refund and to return my device but they said since I purchased and called 32 days after I received the device I could not be refunded for anything.
Called Clear representative to discuss any existing promotions for an extra modem (I already have my desktop and laptop on Clear for a combined $55/mo.). He very clearly advised me that they no longer lease modems, so if I went to a store and purchased a wireless modem, I could add it to my account at no extra charge beyond my monthly bill. I questioned him several times about this promotion, and he repeated several times that my monthly payment would not increase, that I was eligible for an extra modem of my choice. He gave me four locations to purchase the modem nearby, one was Best Buy: I purchased the $99.99 home modem and took it home. By the time I had arrived, I had an email as confirmation for a payment of $12.90. I immediately connected the modem and discovered I could not access the internet, after following all directions, so I called customer service. The rep then told me that extra modem was $50 additional per month, and would not back off on what the previous rep had sold me on. I told him those were not the terms I had agreed to, and I would return the modem to BB immediately, and requested credit at once. He transferred me to the accounting end to get the fees cancelled, but after ten minutes on hold, the call was dropped... called back, and after the same conversation, with the same transfer, the call was dropped again. Fully three hours into this fiasco, I called againa nd got a lovely lady who agreed to immediately refund the $12.90 "in a few business days" and to cancel the contract (I had agreed to nothing). Returned the modem to BB and returned home after five hours of dicking with this. As soon as my contractual obligation is done in a few months, I am out of Clear's claws...
My Daughter had a Clear Modem, upon moving to the city of Compton, Ca. I paid one month of her Clear service, Dec. 5, 2017 I paid $51.53. She had problems with being able to access the internet in her new place the service kept cutting out on her. So at Christmas I paid for her to recieve internet service. It was turned on Dec. 28, 2017. In Jan. I was laid off and I went to get gas using my ATM, my card wouldn't work.I went to the bank and found Clear had taken $51.53 out of my account on Dec. 29, 2017, not even 30 days after my one time payment. I fiqured my daughter hadn't shut the service off. So I called her and told her to cut service off. She said she had already, but I let that charge slide thinking to myself, "Well I know she will call now and cut the service" Then here we are Feb. 16, 2017, My bank sends me a notice telling me I am in the RED on my account because Clear has pull $76.35 out of my account on Feb 13, 2017 and the bank is charging me $33.00 a day until I pay this account off! OI am sitting on the phone trying to get an acct. Supervisor as I write to get reversal of charges as I write, This is criminal
I would like to make a complaint. Clear is the worst. First the automatically deduct from someone elses credit card regardless if you only arrange to make a one time payment. The connection speeds are horribly slow. My first brandnew hotspot device(the newer model at that) completely went blank just because. Its like someone sent a signal to stop it from working i hadnt even had it for 4 months are you serious. So okay i agree to get another device mailed out for the processing fee cool until the send a refurbished device that was broken the piece where you plug the charger just fell in the device so now im responsible to pay another processing fee in i want to connect to the internet which of course you do hence what are you paying for? Clear is a getover please do your research DO NOT GET CLEAR, from experience they will be the ones getting YOU...
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Doesn’t save you time, obnoxious to sign up, and they don’t even tell you how much it is! They just tell you you’ll receive a free trial and then send you no further information. Then you get a charge for a couple hundred bucks. Such a scam!