Complaint Review: ISP.COM - Lynnwood Washington

I used ISP.com for 1 year. When it came time to renew, they cashed my check and did not credit me.

On 11-20-05 I sent a check in the amount of $23 to renew my subscription to ISP's dial-up internet service for another 3 months. On 12-5-05 my bank was showing that my check had been cashed by ISP.com. On 12-9-05 I tried to access the internet and was unable to.

I tried several times before I called. When I called, I was told that my account was overdue in the amount of $23. I informed that person that I had sent the check in November and it was showing as cashed and cleared on the 5th of December.

She said I needed to fax them a copy of the front and back of the cashed check and in the meantime she would get me back online free for 7 days. She said I would be able to get online in 10 minutes. I tried after 10 minutes and every 5 minutes for about 40 minutes.

I then used my sister-in-law's dial-up account to get online and look at the check that had been cashed. Someone had crossed out my customer ID on the memo line and put a different one above it. I saved the front and back of the check to my computer and got offline and called ISP.com again.

The same person said "Oh you still can't get online?" So I told her about the check and she said she didn't know anything about checks and she would make sure I could get online for 7 days until this was straightened out.

Needless to say I still didn't get online that night. When I tried the next morning, I still couldn't get online so I called again and was told that my account was open and active for another 7 days and that my problem must be a technical problem.

After I got off the phone with them I realized that it couldn't be a technical problem on my end because I have a desktop and a laptop computer and neither one could access my internet account with ISP.com.

I borrowed my nephew's dial up account to get online and send them emails because I wasn't getting any help over the phone. I sent them copies of the front and back of the check and told them to note that my ID had been crossed out and another number written above it.

I sent it to the billing dept, and got a response from the technical dept stating that there had been a problem on their end and that they had it fixed now and if I couldn't get online it had to be a problem with my computer and that they would need me to call and tell them what kind of computer I had, operating system, etc.

So I called and told them there was no problem with either computer and they told me that I needed to talk to billing, but their records were showing that my account was open and active. I was getting pretty fed up with them.

I faxed the information from the bank to them. I kept writing to them through emails and they stopped responding to them. I waited 1 week and when I still couldn't get online I sent them a refund request in email form with copies of the check front and back and informed them I would be sending a hardcopy request through the mail. I sent out the hardcopy on 12-14-05.

I realize that $23 dollars is probably nothing to them, but to me it's 3 to 5 meals. I have emailed them I still can't get a response. My calls never get answered.

I filed a complaint with the Better Business Bureau because their business is registered with them and they didn't respond to them either.

Needless to say, Stay away from this company!!!

Betty

Springfield, Ohio
U.S.A.

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