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Report: #1351497

Complaint Review: NetZero Wireless, Inc., A United Online Company - Woodland Hills California

  • Submitted:
  • Updated:
  • Reported By: Dixie — Asheville North Carolina USA
  • Author Confirmed What's this?
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  • NetZero Wireless, Inc., A United Online Company PO Box 397 Woodland Hills, California USA

NetZero Wireless, Inc., A United Online Company Cancellation & Billing Scam: Co. denies cancellation & auto bills a monthly fee, refuses to refund Woodland Hills California

*Author of original report: Success! Netzero refunded all funds they wrongly deducted from my account!

*Author of original report: Co. claims to provide satisfaction/full refund — we'll see

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After using Netzero dial-up service for many years, I cancelled on June 3, 2016 because I switched to a broadband provider. Netzero requires customers to cancel by phone. We did so and the rep gave us confirmation no. 055935009.

Now, 7 months later, I discovered that Netzero did not cancel the account, and continues to automatically withdraw $13.95 per month from my account.

My mate emailed their billing dept. twice to demand cancellation and a refund of the wrongfully withdrawn amounts -- both times providing them with the cancellation date and confirmation number: They refused to honor our cancellation, asked us to cancel by phone, and refused to honor the confirmation number they had given us, and refused to refund $97.oo and counting they had taken from me.

The second time, after we pointed out we already had cancelled, company rep Caren Anderson claimed in her emailed reply that they had no record of our cancellation.

That's when we realized the scam -- by forcing customers to cancel by phone (for unspecified "security reasons"), the company can, and typically does, deny knowledge because the customer can produce no written record of the cancellation other than a confirmation number that they also deny.

Hundreds of other Netzero customers have exactly the same complaint as us (see at consumer affairs online, internet, netzero): They cancelled with Netzero but the company continued to bill them untill they were forced to cancel their debit or credit card to stop it. They received no refund. The complaints date back years.

Netzero is acting unethically and illegally: I want to prosecute this fraudulent business practice: If anyone's got a class action going about this, please contact me to participate!

In the meantime, I have filed a complaint against Netzero wiith the FTC, BBB, Visa, and Consumer Reports as well as Ripoff Reports.

This report was posted on Ripoff Report on 01/23/2017 02:02 PM and is a permanent record located here: https://www.ripoffreport.com/reports/netzero-wireless-inc-a-united-online-company/woodland-hills-california-913650397/netzero-wireless-inc-a-united-online-company-cancellation-billing-scam-co-denies-c-1351497. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
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#2 Author of original report

Success! Netzero refunded all funds they wrongly deducted from my account!

AUTHOR: - ()

POSTED: Thursday, January 26, 2017

True to their word, Netzero did refund my account all the money they wrongly took over 7 month's time after I hsd cancelled their services.

I feel vindicated and am made whole sans wasted time and needless anguish.

Consumers beware!

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#1 Author of original report

Co. claims to provide satisfaction/full refund — we'll see

AUTHOR: - ()

POSTED: Tuesday, January 24, 2017

One day after I filed this report, I phoned the company's 1-800 number for a third time to try one last time to gain financial satisfaction in the form of a full refund for 7 month's false billing post-cancellation of account services.

Waited on hold for almost an hour.

Phone tree abhorently complex, but I persisted.

First answerer spoke in a thick Asian Indian accent.

Admitted confirmation of cancellation number given us last June, but recorded in their system as being for the "free" account we had, not the pay-monthly account.

I explained how illogical it was for anyone to try to cancel a free account versus a paid one.

I was transferred to cancellations again. Repeated the idiocity and scam-nature of our having cancelled a free accnt. versus a paid one.

Put on hold; company rep came back "authorized" to refund 2 months wrongly deducted payments from my account.

I insisted on full 7 months, and no deduction for the end of this month in January 2017.

Rep came back offering "an exception" of 6 month's refund. I insisted on full 7 month's refund.

Rep came back agreeing "to make an exception to an exception" and promised the full 7 month's refund on my account that I've demanded all week, within 3 days. Gave me a confirmation number and promised to email same in writing. I've yet to receive this.

We'll see. If Netzero makes this right, I will add a last addendum to my complaint.

But be warned: Netzero offers a "free" account and a "paid account" and only  cancel the "free" one when customers phone in as the company requires, to cancell the paid account, and continues to monthly bill customer for the paid account that the customer sought to cancel. Netzero loath to supply documentation of type of cancelled account.

 

 

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