I cancelled my internet service because the cable internet was operating as one way only (outbound) with no inbound data so the internet could never connect. A year later I still do not have a refund for the pro-rated difference of my overpayment. A measely $14.76. The third Customer Service representative I spoke with in a year's time was very nice and professional however, when I requested the timeframe for my refund in writing he was unable to comply...he told me he was not allowed (I pressed him to even write me sticky note). So, he transferred me to a billing supervisor (Whitney ID#39108) who in a very mean and condescending way proceeded to inform me that the only way to receive something in writing in any way would be to email Customer Service and receive an email response. Whoever I spoke to before her should be promoted to her job. She sucks at it. I was not being a "bad" customer. No cursing, no yelling, no impatience...I believe you catch more flies with honey than vinegar and yet she started off the conversation like a donkey. The bottom line though, is that they try to keep your money and hope you just forget about it, they are thieves.