• Report: #1120857

Complaint Review: COA Network

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  • Submitted: Tue, February 04, 2014
  • Updated: Tue, February 04, 2014

  • Reported By: Keith — Houston Texas
COA Network
10 Corporate Place South, Suite 101 Piscataway, New Jersey USA
  • Phone: 800-454-5930
  • Web:
  • Category: Customer

COA Network Horrible Customer Service Piscataway New Jersey

*Author of original report: You Said it best - bypass the customer support personel

*UPDATE Employee: Every Individual Issue is Different:

*Author of original report: Response to COA Response

*UPDATE Employee: COA Network - Customer Service

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Most horrible customer experience I have ever encountered.  Signed up for a Tim Sales / Brillant Compensation package that was not as promised so cancelled my service by entering and expired credit card and advising them via phone.  They continued to bill me for months after and would not remove the charges although clearly I had never used or accessed the services from the time I entered my cancelled card.

The COA Network customer service rep was rude and ill-mannered and refused to remove the charges.  Will be filing formal complaint with the BBB, the New Jersey State Attorney General's Office of Consumer Complaints, the Federal Trade Commission and others.  Do not sign up for anything where you will be billed through COA Networks.   


This report was posted on Ripoff Report on 02/04/2014 01:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/COA-Network/Piscataway-New-Jersey-08854/COA-Network-Horrible-Customer-Service-Piscataway-New-Jersey-1120857. 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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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

You Said it best - bypass the customer support personel

AUTHOR: Keith - ()

COA stated it best - we train our customer service (sic) representatives in a horrible manner, so your best approach is to request to speak to a manager immediately.  Unless of course you like to be talked to in a degrading, condescending, impolite manner then by all means stick with the customer service people. 

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#2 UPDATE Employee

Every Individual Issue is Different:

AUTHOR: COA Network - ()

As stated in our previous rebuttal "We will always try and work with a customer on a balance to assist them with payment to a reasonable level. It's not possible to comment further on the balance issue without having the actual account to view." If you are not happy with the initial outcome of your cancelation and feel that you deserve a refund we would highly suggest contacting customer care 1-800-454-5930 and ask to speak to the customer service manager. Sometimes a happy medium can be reached for both parties when looked at from a fresh perspective. Every customer issue is different and the customer service reps simply do their job and follow the guidelines they are given. If you feel you have a valid point try and speak with the manager who will have more flexibility and be able to assist you better.

 

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#3 Author of original report

Response to COA Response

AUTHOR: Keith - ()

The COA response, basically validates my original complaint.  Entering an expired card is prima facie evidence of someone's unwillingness to continue to be billed, for services that they are not using.  A cursory review of the account would have noted that there were no contacts in the database and that the service was not being used.  Exxon, Macy's, Shell, Kohl's, Discover, Visa, MasterCard, all maintain "rack space and server requirements" to house my accounts.  However, I never receive or am expected to pay a bill for services that were not rendered or used for that particular month.

I will take my complaint directly to the source as well - Tim Sales and his organization.  I believe that they will be much more responsive to my point of view and will agree that someone should not be billed for services that have not been rendered and where it was clear that the customer no longer desired the same.  COA is simply a billing conduit that has no interest in coming to an amicable conclusion.  Quite the oppposite, that have only an intent to bill for services not rendered and to damage the brand and reputation of the company they represent.

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#4 UPDATE Employee

COA Network - Customer Service

AUTHOR: COA Network - ()

Unfortunately entering an expired credit card is not the way to cancel a service. To cancel service we would need either a phone call, e-mail or the customer can do it themselves through their back office online. We do not cancel an account for non-payment until it is 90 days past due. This is a courtesy because many customers would be upset if they fell a little behind and lost all their leads, contact information and websites. All an expired credit card will do is allow the monthly balance to grow until it reaches the 90 day period.  We provided the service this customer signed up for and hosted the sites and data on our servers. If they wished to cancel service, all they needed to do was contact us at the time. We will always try and work with a customer on a balance to assist them with payment to a reasonable level. It's not possible to comment further on the balance issue without having the actual account to view.

 

 

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