Direcway ripoff Misrepresentation of Business level and continued billing w/o downgrade Germantown Maryland

In Oct-Nov of 2003 requested a downgrade in service from the Business level since I was unable to operate a VPN due to lag time in the service. I was informed that Direcway was experiencing software difficulites that would make this downgrade impossible. I was asked to "call back at a later date" which I did 2-3 times each time having to wait for the next available customer service person and once connected go through the same explination.

On the third time I requested that once Direcway resolved their "software problems" and were able to complete the downgrade to let me know. It was not until April of this year that I became aware that I was still being billed at the Business level. The first person I talked to told me I would be receiving a refund for the $450 my account had been overcharged. Now I am being told that there is absolutely nothing Direcway will do nor is there anything I can do.

Today I notified Direcway that if I don't receive a response from them by 5-2 I was going to contact the Better Business Bureau and file a case in Small Claims Court. By the way I called the Executive Customer Care 866 259 9445. Since I did not have a pin # I was passed to the " tech support " group who denied that the Customer Care or the above number even existed. If there is anyone out there that has had success getting resolutions to their problems I would appreciate any suggestions.

Dennis
Elk River, Minnesota
U.S.A.