Complaint Review: Mailshell

Although I am a "premium" Mailshell customer entitled to email support, whether I actually receive that support has been questionable at best. As often as not, I've had to write two or three times before getting a response of any kind, and even then my inquiry might be ignored.

This disregard for their customers came to a head in Mailshell's January 2007 announcement that [1] they were terminating this end of their operation because their "core business" garnered a "superior rate of return," and that [2] even so, customers like me who'd paid for a year or more of the terminating service would have to write to request a pro-rata refund, giving certain identifying information, and then trust Mailshell to process the refund *60 days* after the request.

I wrote Mailshell with the required information requesting an immediate refund for the portion of my contract that would not be honored, but despite a letter from Mailshell saying I "will" get the refund and despite a follow-up email to them, no refund has been forthcoming.

Richard
Glendale, California
U.S.A.