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WildBlue Communications Complaint - Improper Billing
WildBlue Communications Complaint

WildBlue Communications Complaint


Improper Billing

Wildblue Communications charged my credit card for a month of service five weeks after I had terminated my service. When I moved to my new home, I called to have my equipment installed. This equipment was not leased, and I had been a Wildblue (WB) customer for five years. At the time I signed on, customers were required to purchase the satellite and modem. When I asked if I could have my dish installed at my new location, I was told that they would no longer support the equipment they sold me and that I had to lease new equipment from them. I elected to terminate my service with WB and sign on with another internet service provider. The WB customer service agent offered me a month of free service to migrate my emails to my new provider since I had been such a good customer. I accepted their offer. Although the satellite dish was never installed, I was able to access my WB email account through the web using my new internet provider. I was able to retrieve and send messages and advise people of my new email address.

At the end of the 30 day period the email account was terminated. About a week later I received an email from WB advising that my credit card was being charged $49.95, which was my usual monthly billing. Assuming a mistake, I called WB and after repeated attempts finally got through to the billing department. To my surprise, I was told that my account was automatically re-activated because I had not called back at the end of the 30 day grace period to confirm my cancellation. I explained that I did not have internet service with WB, nor was my satellite equipment operational or installed for the period that they were billing me for. However, the agent said that a refund was not forthcoming. I asked to speak to a manager and was told that there were no floor managers available. I demanded that they delete my credit card information from their files, and was given a ticket number to follow up on that request. I was also told by that agent that I had to call back within three business days to follow up on that case number or my account would be re-activated! When I called back three days later, I was told that there were indeed floor managers, and I was able to speak to one. Upon reviewing my complaint, the manager said that I should not have been billed for services not rendered and that the charge to my credit card would be reversed. The charges were never reversed.

Initially I had emailed their customer service agent and was told that I could only cancel my account over the phone. I replied to that email and said that I had already cancelled my account over the phone. A WB agent replied to that email stating that my account was still active. I called WB and confirmed that my account was closed, and received a ticket number confirming that information and sent that ticket number in a reply email to their customer care person. I was emailed back stating that they could see in their system that my account was still active, and when I asked for specifics about where they saw that information so I could refer their phone center representatives to it I was told that I had to call their customer care center because they could not discuss it in an email.

There seems to be a clear disconnect in this company. Not only are there long, frustrating wait times, and dropped calls when dealing with their customer care center, but one receives conflicting, erroneous information and no satisfaction.

They also charged me for a month of service when my account was closed, and my equipment was not installed.

Go with another provider.

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