Complaint Review: Microsoft Internet - MSN

My MSN internet account was double-billed 21.95 per month from Feb 2001 until May 2002. This problem is extremely straight forward and easy to fix. MSN claims that 2 accounts were opened and therefore, by contract, we have to pay for the double billing. Now I ask you--why would I need 2 internet accounts for one household? And if I don't need two accounts, why would I open two accounts? Clearly a mistake was made and MSN will not own up to their mistake. Rather than satisfy a customer, they would rather keep my $200.00 What kind of business are they running?

To add insult to injury, my bank (unknown to me) temporarily cancelled my debit card because some accounts, including mine, had been "compromised". When I found out about it, I called MSN to give them the new card # and they made me pay a $107.09 termination fee. Since I was under contract, I had to pay the fee, or they would charge me another early termination fee!! So, I paid an additional $107.09 I never should have had to pay. I didn't even seek reimbursement for this. All I wanted at this point was the double billing money so I could be done with these theives forever.

They supposedly met me half way by paying less than 1/3 the amount they owed me (and only after reporting them to the BBB after numerous attempts to resolve via phone and mail!!)

They still owe me over $200 and now the BBB won't even help because they say that Microsoft made a "reasonable" attempt to fix this problem. I ask you--is paying me less than 1/3 of what they owe me "reasonable"? How disgusting and disappointing. Why does the BBB even exist if they don't even help consumers.

Wendy
Westlake Village, California
U.S.A.