Dish Network - Infinity Sales Network Company refuses to refund activation on account which was not installed! Boca Raton, Florida

I contacted Infinity Dish to order a bundle package to include Satellite TV, high-speed internet and phone service. I advised the sales rep on the phone that we had done some work to our home and would like the satellite on a pole or not at all. I would not accept installation on our new siding or new roof. The rep assured me this would not be a problem and walked me through the rest of the order.

The day came for installation of our satellite dish, and the installer informed me that because of some trees in my neighbors yard, we could not obtain a signal. He said it may be possible to get a clear shot from the roof. At that time I explained to him why I requested the pole, and that I had told them that was the only way we would accept installation. I asked him to wait while I spoke to my husband to be sure he had not decided otherwise. I came back out and the installer told me that if he could get to the peak of the roof he might be able to get a signal, but he doubted it. I told him my husband was still adamant that it could not be installed on the house. I signed the refusal and verified with him the entire installation would be cancelled. He assured me that it was done.

Two days later, I got a call to finish my high-speed internet and phone installation. I explained I had refused the dish and that the entire order was supposed to have been cancelled. The rep said she understood, and wished me a good day.

The next day (three days after refusal), I balanced my checkbook only to find a debit to Infinity Sales Network for $59.95 for activation of my service. I immediately called them and explained that we had not installed or activated the service and that I would like the fee refunded. The rep told me it would be no problem and that I would see the refund in about 5 business days.

Fast forward to the next call almost two weeks later. Again I politely explained the situation, and asked for a refund. I informed the rep that I was frustrated this had not been taken care of. Again I was promised a refund in about 5 business days.

All of this began the first week of June. We are now looking at the beginning of August. I phone again about two weeks ago and started out somewhat short, but still civil. The man on the other end proceeded to tell me that since I refused service, I would not receive a refund. At that I blew up. I asked him why in God's name no one upto this point had told me that??? I pointed out that I had requested the pole when I ordered, and they couldn't do it. He finally had all he could stand of my "simple" request and passed me on to a manager. I was very upset, but explained the scenario, AGAIN, and as soon as I said I had said on the pole or not at all, she stopped me. She said she would need to pull the tape and that it was the only way to put the whole thing to rest. She said I would receive a phone call within 3 business days. I told her that if I did not receive the promised call and the refund, I would begin filing complaints.

I got a callback the next day. They spoke to my step-son because I was unavailable and told him my claim was approved and the refund would be deposited in 7-10 business days. Today is Day 10. No refund. This is my first complaint, to make sure that others see it. I also want people to be aware that not receiving the free gift is only the tip of the iceberg at Infinity Sales. I will be filing a formal complaint with the Wisconsin Department of Consumer Protection and with the Florida Department of Consumer Protection, the Florida and Wisconsin BBB, as well as the FCC. I am not done with them by a long shot, and I will get satisfaction.

Melissa La Crosse, Wisconsin
U.S.A.