Trouble after cancelling

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  • Updated 3 years ago
  • Acknowledged
  • (Edited)
I called last week to cancel my Exede internet service, being only five months into my 24 month contract.  The rep on the phone told me that my early termination fee would be $285 + $30 (to have a tech out to remove my TRIA) minus $157 that I would be refunded for paying the modem lease fee up front.  So $285 + $30 - $157 = ~$158 total for my ETF and I confirmed this amount with him three separate times.

Today my credit card gets charged $30 for the tech cost and the full $283 early termination fee (not sure why it was $2 less).  I called the customer support line when I saw the charge this morning, and am now being told that the rep that gave me my original amount was "misinformed".  The rep said that I would not be refunded a prorated amount for my modem lease and would have to pay the full $283.

Needless to say I am beyond frustrated and think it is ridiculous that they told me one amount then charged me for almost double, which I really cannot afford.  On top of this, when the tech came to remove my TRIA, he let me know that the tech who installed my dish cracked my vinyl (they're not supposed to install the dish on siding) and improperly sealed it with silicone, so now I need to hire a contractor to repair my siding.

Anyways, I asked to speak to a manager or supervisor, but none was available so the rep was going to "pass the information on so they can look into it".

Does anyone have any advice on someone I can talk to to get this made right?  Also, word of advice to existing customers looking to cancel - don't believe what the reps on the phone tell you about your ETF, and watch your credit card closely!
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mlybo

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  • frustrated

Posted 3 years ago

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zanne

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Yikes! That sounds highly unpleasant! Do you know which company was sent out to install the dish? I would ask to get an affidavit from the technician who removed the dish to state that there was damage to the siding, as well as get photos. Once you get an estimate for repairs, send the bill to the installer's company. I think that Exede is not responsible for the damages since it was a third party company, but the company that did the install is responsible.

Unfortunately, this is a case that just supports that you should always get things in writing. I am not blaming you for that. You trusted the word of the employee and they should have recordings of the conversation.

If I were you, I would let the credit card company know that the amount is in dispute and tell them what the CS rep told you on the phone.

Personally, IMO, it doesn't matter if the CS rep was "misinformed"-- if he/she gave you that information, then the company should have to stand by it.

I guess this is why the next time you have dealings like this with a company, request an e-mail with the information in writing as proof.

Sorry you're going through this.

Mind if I ask why you decided to cancel?
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mlybo

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I appreciate the sympathy zanne.  You're totally right, in retrospect I should have gotten it in writing.

I'm canceling because the latency from dealing with Satellite internet is just too much for me to deal with.  Like most subscribers, I live in the country with no DSL or Cable, so satellite was my last resort.  I knew going in that it would be the end of online gaming for me, but I underestimated how much it would bother me in other activities.  

I'm now using a Verizon LTE hotspot.  With my employee discount I pay ~90 a month for 18gb, which is comparable price wise and infinitely better performance wise.  I recognize that it was a misjudgment on my part, and fully expected to pay an ETF.  However, had the rep that handled my disconnect given me anywhere the actual price it may have changed my mind about canceling so soon.

Between Exede and DirecTV, working these Viacom companies have easily been the worst customer experiences I've ever had in my life.  Not to derail too much, but I signed up for service from both at about the same time, and have spent hours upon hours on the phone with them dealing with billing and service mistakes.  

I'm hoping one of the reps on this forum will be able to help me, otherwise I'll be making more phone calls.  I really hate coming across as the belligerent, entitled customer, but this unexpected cost comes at a very bad time for me and Exede really needs to make this right.
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B. Smith

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 Theres ways around that if they are not living up to there end of the deal.Like your speed is not like they promised or ur DATA is showing up wrong. Like being used up and you know it is not you. I can promise you if any of those things were to happen to me and Exede did not take care of the problem they wouldnt get a dime from me.FACT I have noticed some issues with the data lately and i have a 3rd party data watcher now just to make sure. ;) I been with them for a year and never had any trouble but like i said my data lately is going somewhere.And my speed is ok been a little jumpy to i will have to just watch and keep track.Then deal with it from there.;)
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mlybo

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Just a quick update, I contacted my credit card's fraud/dispute department, they said I could contest the charge once it's fully posted. I have heard nothing back yet from Exede after my initial phone call, but will be calling them again tonight if I haven't heard back by then.
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Exede Lindsey

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Hello Mylbo, I’m sorry to hear you have parted ways with your Exede service. We would be more than happy to take a look at your account to see how we can assist with this matter concerning your ETFS. Please feel free to send us an email with your account and contact info to exedelistens@viasat.com . Thank you.
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mlybo

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Thank you Lindsey, I have sent an email to that address.
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mlybo

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After reaching out to the provided email, Exede has come back and said that I am in fact entitled to a refund for a prorated amount of my modem lease, and should have my card credited in 3-5 days. Thanks again Exede Lindsey
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Exede Lindsey

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Glad we could get this issue resolved Mlybo, have a wonderful day!

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