Watch out for unauthorized billing
Written: Aug 23 '00
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Product Rating:
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Pros: Attractive ads and "pretty" software CD
Cons: busy dialups, poor follow-through on customer service, inadequate record keeping
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| palmerr1's Full Review: People PC |
I have tried, and been satisfied to a degree with, many of the discounted or free internet service providers. After I received a CD in the mail from PeoplePC asking me to try their service for $9.95 per month with a free month to decide, I thought, "Why not?"
So, I signed up using the software included on their disc. Of course, the had a branded version of Internet Explorer that displayed their logo in place of the MS Windows logo in the upper right hand corner. No big deal.
They also had a proprietary version of dial-up networking that came on the screen with a huge window and PeoplePC logo. Again, really, no big deal.
The problems began when I attempted to logon. I received busy signal after busy signal. Finally, after two days and numerous attempts, I did get connected. The speed of the connection was fine, the PeoplePC "gateway" was fine. Just about everything was fine -- once I finally got connected. I let the connection stay for several hours just to test the quality of the line and the potential for downloading software. It was fine.
However, after I signed off and attempted to sign on again -- busy signals! In one week of using the service and attempting to connect daily I was able to do so twice.
I called PeoplePC customer service and asked them to remove my account (I was obviously still in the one-month free trial). They, of course, did ask what my reason for leaving was. I advised them of the busy signals and that they had only one number listed for my dial-up area. They thanked me for my service (very polite person) and recommended I look into the service again in the future, as they are "continually adding more lines in most communities."
I was satisfied that I had given this provider a shot and that after evaluation, this service was not for me.
The REAL trouble began three months later (June) when I found that they had charged my card for $19.90. I was furious! After all, the service is only $9.95 per month. As it turns out, they bill in two month cycles, so $9.95 multiplied by two is $19.90. They were billing me for April and May. I had discontinued my service after one week of use in early March!
I immediately called customer service again and explained that I was very upset with the charge and that I had discontinued my service after one week of use during the free trial. The customer service representative was very cordial and said they could see in my listing that I had indeed discontinued. They advised that they would return the charges.
Now, I must explain. I used a debit card to secure my account on signup, so this money actually came out of my home-business checking account. I only keep enough funds in this account to pay for my budgeted expenses. When they deducted $19.90 from the account, it was not money in the budget, so it caused the account to become overdrawn. My credit union charged me $25 for this. Again, I am furious, because the overdraft was no fault of mine, but actually the result of an unauthorized charge by PeoplePC.
I was essentially satisfied that they agreed to return the $19.90 to my account and waited for it to appear on my statement. After two months, it still had not been credited, so I called them again. This time I was "transferred" to a special department and was to deal with a representative there. They confirmed that the money had not been credited, but they also stated that there was no record of it having been requested. This time I was ready to battle. I explained that I not only wanted the $19.90 credited back, but I expected them to pay the bank charge, as well. Of course, this person had to check with a supervisor. She stated she would call me back within the day.
No call was returned. I called the next time and was given this individual's voice mail. I left a message. No return call.
I called the third day, same results. This happened for several days.
Two weeks later, I finally get a call back from the individual who stated that she had been promoted to another department and that this situation was to have been handled by someone else.
In a nutshell, it was almost the first week of August before I saw the charge credited back to my account. I received a check from the company the following week, with a letter stating how PeoplePC "prides itself on excellent communications and customer service."
Don't bother.
Recommended:
No
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Epinions.com ID:
palmerr1
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Location: Centerville, OH, USA
Reviews written: 13
Trusted by: 3 members
About Me:
Rich Palmer has finished his latest CD collection of Safety Songs for Children.
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