Stelera Wireless Refuses to give refunds for partial months Internet

I did not refuse troubleshooting.  I did do some trouble shooting and even used a download that they suggested with limited success.  I even tried 2 different boxes before finally being so frustrated that the service was unreliable that I just had to cancel when my contract was up.  I should not have to continually troubleshoot when the same problem persists at the same time every night.  It is not reasonable to have a technician come your home at 9pm.

I am not sure where the respondent received their information, but it is just plain wrong.  I was told and I knew that my 24 month agreement was completed and fulfilled on the February 9, 2012 payment.   An override was not requested or even needed.  That part of the response is incorrect.  Here is a copy of the email they sent me.

"I am sorry. According to our Terms of Service, or TOS, we do not refund partial months.

After looking at your account, it does not show that you have cancelled your account. I will call Robinson Printing to verify that you have turned in your equipment. At that point, we can cancel your account. You have completed your contract, so there will be no cancellation fee. Once I have verified that you have returned the equipment, I will send you an email to let you know.

Thank you,
Stelera Wireless"

I added the bold print to emphasis what they themselves said.

This is the first I ever heard of an override.  My main complaint is that this company is more interested in saving $25-$30 than maintaining good customer relations.  They need to change the policy and be willing to issue refunds for time not used or wanted.

The first part of the report is correct: Stelera does not offer a pro-rated refund for a month of service. This is no secret, it is stated in the Terms of Service, which has been available at http://www.stelerawireless.com/TermsofService/tabid/95/Default.aspx 

If you look at Section 3, part A, it states:

'the monthly charge shall not be refunded or pro-rated for any reason, including but not limited to your early termination of this Agreement or termination of this Agreement by Stelera.'

Another issue that was mentioned was: When I informed the company about why I canceled they showed no interest and only quoted the non refunding of partial months of service. 

The notes on your account indicate that a technicians was sent out and  the usage on the account increased shortly afterwords. The amount of usage on the account is also fairly consistent. We have performed troubleshooting with this client several times.  It appears that that the client declined troubleshooting and simply returned the equipment to cancel the acct.

This is a snippet of an email that was sent to the customer on 12/17/2011:

We are sorry to hear of your dissatisfaction with our internet service. We were unaware of any issues you had as the last time we heard from you regarding the service was on 4/30/2010. We have a technical support team that would like to assist you with any issues you may have.

If you would like to talk with our technicians, please call 866-783-5372. If you would still like to cancel your service, please return your Stelera equipment to [dealers location]. Once they have the equipment on hand, they will call us to confirm it has been returned and we will cancel the account. At this time we would not be able to remove the cancellation fee if you canceled service early.

Thank you,

Stelera
866-783-5372

Taking into account the issues that the client had , we did  perform an override to allow them to cancel with no cancellation fee (which is normally $150).

We encourage all readers of the complaint to visit our website, which contains are Terms of Service. The terms have remained unchanged since 2009.