Aceweb Internet service fraud North Hills California

On 10.25.08 I contacted Aceweb on the phone to inquire about DSL service (so far, for 6 years they had provided me with a standard internet connection). They told me that they did not have a DSL service in my area, but they did have a "similar, fast speed connection called “Propel Accelerator”". That was a product of which they had given me a free trial a couple of weeks earlier, but which I really didn't have time to try out. After Aceweb told me that they couldn't extend the free 15-day trial period, but assured me that I wouldn't be disappointed with their “Propel Accelerator” connection ("7 times faster than the standard internet connection" I had so far) I signed over the phone for a 1-year contract.

During the following three days, after verifying that their product was almost as slow as the one I previously had, I called them on the phone to complain about it. Each time I called I was told that the only one who could accept the cancellation of my 1-yr contract was their manager Gary. On all three occasions Gary was mysteriously never available for me to talk to and, despite my messages on his voicemail, he never called me back.

On 10.29.08, after my last call, I complained to a customer-support agent from Aceweb about the lack of response from his company and his manager. This customer-support agent told me that he understood my frustration and that he was going to talk to Gary on my behalf. One hour later I received an e-mail indicating that my case was “closed” (no major details), and there was a customer-satisfaction survey attached. I took that as an indication that I had been granted the cancellation of the contract, and I advised my credit card company about it.

I just learned that I was never granted the cancellation of my contract, and my credit-card company (Citibank) just took back the temporary credit they had given me for the amount of that contract ($145.01) since Aceweb ultimately never accepted the cancellation. I tried to cancel my contract contacting Aceweb 24, 48, and 72 hours after I requested the service over the phone. At the time I was sold the service, they never explained to me that I would never be able to cancel, and they promised to me that “the connection was going to be 7 times faster than the regular internet connection”. That is totally not true, and Aceweb will not stand behind what they promise when they sell their products/services.

Pfr
San Francisco, California
U.S.A.