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Netzero / Unauthorized Charges, Horrible Customer Service

1 FL, United States Review updated:

My husband and I live in Japan (military). I needed service for 2 weeks (home for the holidays) and spoke to NetZero reps. I was told it would be no problem . I signed up for a free service but was instructed to give my credit card info. I used this service exactly 3 hours in 1 day and it was horrible. I called to cancel and was told no charges wiould be made to my credit card. Well in January I was charged $9.95-after speaking to several rude people and being placed on hold forever (I was back in Japan and the time difference kills us) I hung up....but a few days later my card was refunded. But then in February to my suprise I was charge $25.00 for a cancellation fee ...for a free service? After talking to 4 people and 45 minutes later I finally spoke with a floor manager who again told me I used this account for 3 hours and I said it sucked...but he did say give him 48 hours and my credit card would not be charged again. I told Mark if it was I would get a lawyer and find more people who have hade the same/similar problems and do a class action suite. We will see if I get charged next month-until then...

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  • Kk
      9th of Mar, 2010
    0 Votes

    We cancelled our Netzero about a year ago becuase it sucked and everytime we'd call for customer service, we got someone who barely spoke English and we couldn't understand them at all - they would try to get us to agree to some additional service and not address the purpose of our call at all. After several months, I realized that we were still being charged $4.95 per month! I called and again got someone I couldn't understand etc... It was so frustrating. He agreed to refund $9.90. I said "No, I want a full refund of all the months you have been charging me $4.95 with no authorization." Another representative called me back on a Sunday and offered me a reimbursement of half of the charges, stating that I agreed to continue Norton Anti-Virus charges. Again, I said "No, I didn't agree to anything but only asked for a full cancellation of thier services" and told them I would be contacting the Better Business Bureau. I did exactly that. I made my complaint and the BBB contacted Netzero for a response. The response was that they "didn't have my account information in their system and that I needed to submit my credit card number." I couldn't believe it - my rebuttal was not nice, and I refused to give the credit card number - they should have my "closed account" information by my phone number. My last response from them, was for a "full refund", but they claimed that I agreed to a "back-up service" and the only reason they were agreeing to fully refund me, was becuase this "back up service" had never been used by me. They claimed they were refunding me out of courtesy! Since I received a full refund, I cannot send another rebuttal, but boy am I furious! Does Netzero think we are all idiots? If Netzero is doing this to you, please contact the BBB - you can find the BBB on line and complete your complaint. Really, the BBB needs to know what's going on. ~Kari in South Dakota

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