- Report: #1067842
Complaint Review: Excell internet Service - Internet
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Author Not Confirmed
Why?
Excell internet Service
Internet, USA
Phone:
866-905-6768
Web:
excel.net
Categories:
Business Rating:
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Exede internet Service Satellite Sales Center Excede does not care about pr ospective customers getting ripped off in their name Internet
I called 855-200-9172 to sign up for Hughesnet which would have cost nothing to install, I spoke to a young man named Joe. The first time I called I was not able to activate my credi t card so I told him I would have to call back. The next day I called back to give him my debit card and was told they would not charge the 40.00 just needed to make sure card was valid. Then Joe stated hugesnet would not allow it unless I purchased the equipment.
I told him I had already gone through this before and there was no problem, it was just supposed to be a 40.00 hold, he sttd they also had Exede which was far faster and all arouhd better than Hugesnet but it had a set up fee of 49.99.
I told him okay and was happy to get the faster of the two. He asked for my debit number and I gave it to him, then I asked when I would have to pay again. He tried not to answer but that made me feel uncomfortable. I continued to push it until he stated it would be about 3 days after installation and it would be 60.00.
I told him I would not get paid again by then and he offered to delay installation, I told him I was working online and needed it. He stated nothing he could do. I asked him not to charge my card and cancel the order. I asked him if they would charge it, he stated "I don't think so, but if they do they will refund it in 7 to 14 days."
I told him I did not want to wait 14 days. I hung up with him and called my debit card, it had already been charged while we were speaking. I called the number back and asked for a supervisor, the man stated his name was Ernie and he was the Supervisor. I asked abut Joe and he said he worked in a different Office which I thought was strange because I had already spoken to him there twice.
The call was sent to Exede and the person I spoke to was in billing, she was very good at escalated calls and calmed me down, I told her a customer has a right to recind an order and not be charged, if that is the way it is set up they by law have to let the consumer know. She said she would escalate call to her supervisor, while waiting te fcall was disconnected.
Icalled back and talked to another young lady who just continued to tell me the money would be returned in 7 to 14 days, I asked her why I had to wait and she said because it takes that long. I finally requested to speak to her supervisor who would not even come t the phone. I refused to discuss it with her anymore and told her had the right to speak to someone who migh t be able to handle i t.
she finally got a Supervisor and he was very rude, I told him as a consumer I had the right to resolve this he stated it would be 1 to 2 weeks for refund, I old him a chargeback cou7ld be done in ten minutes, he stated they did not do charge backs, they refund back on the card wi thin 7 to 10 days.
Ever heard of a chargeback???? It means you put the money back on the card, the ony reson it would take that long is if they plan to fight it, they better not I did not recieve any services and I was straight out lied to about everything from the beginning. There was no problem wi th Hugesnet Joe just got more money for signing exede customers.
I am very angry at the rude and nonchalant way I was treated and they are trying to break into the business? Not like that. If I was starting a new Company, I would want a marketing Company that was up front withs my consumers, no tone that is going to misrepresent to get people to sign up. Exede didn't seem to have a problem with this so what would they be like if I had kept them as a provider?
There was no customer Service to it, I was treated like a sucker and while I had been blaming the Marketing Company I wonder if Exededid not know what was going on all along. For a new up and coming provider this will not help you grow. I have been in Customer Service and related fields for 25 years and I have never seen a new Company come out of the door by being rude specially when their reputatoin is involved.
