ED Magedson – Founder
Monitronics12801 Stemmons Frwy. Dallas, Texas USA
Monitronics Do NOT Use - rude customer service & misleading about cancellation Dallas Texas
After over 13 years as a customer of Monitronics (mostly due to inertia), I decided to look at other options, and ultimately decided to cancel. So, on February 27, I called customer service to find out what I needed to do, since their was no information on cancelling on the company website (even the "terms and conditions" were not available - sort of a red flag). On that call, "AB" told me that I needed to send a letter, and that I would be cancelled, and that since my contract was prepaid thru the end of February, I would get a refund for one day of service. I immediately faxed in my cancellation letter.
I then received a call to my home, with a recording telling me to check my bank statement, since Monitronics was concerned that I would be getting billed for two separate alarm company services. I got concerned that they were not in fact cancelling my service immediately, as I had been told, so I called to confirm my cancellation.
This time, the customer service rep told me that my service was pre-paid through March (which I had verified was the case), and that it would take them 30 days to do their processes to cancel the service, so I would be monitored by them thru March 30, and would get a refund for my last day of service. I told her that I wanted to have them stop monitoring my system immediately, and that I was told my cancellation was immediate and I would get a refund from February 28 on. The rep started to get rude and kept interrupting me, and then finally told me she was transferring me to her supervisor, but not to expect any different answer.
She was right. Almost immediately, the supervisor told me that they would not consider cancelling my service immediately since my contract gave them the right to extend the service for 30 days from notice. I told him I did not know about that since I didn't have the contract and couldn't access it on the website, but that regardless, that was contrary to the information from the customer service rep when I had initially called to cancel. The supervisor then became rude and condescending, and simply refused to accept or acknowledge my position that the earlier rep had been either poorly trained or purposefully deceitful, and ultimately hung up on me when I told him that the only thing I wanted him to do was to refund my last month's charges.
Monitronics may have the legal right to conduct business this way, although I don't have the contract to verify this, but they certainly do not deserve my business, and I would hope that my story would convince others not to give them their business either. Rude and unprofessional customer service, and poor treatment of long time customers, should not be tolerated.
This report was posted on Ripoff Report on 03/07/2014 09:46 AM and is a permanent record located here: http://www.ripoffreport.com/r/Monitronics/Dallas-Texas-75234/Monitronics-Do-NOT-Use-rude-customer-service-misleading-about-cancellation-Dallas-Tex-1128975. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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