- Report: #12175
Complaint Review: Protection One - Security - Nationwide
-
Author Not Confirmed
Why?
Protection One - Security
Irving, Texas Nationwide, U.S.A.
Phone:
800/654-6770
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Protection One -Security System Ripoff
Protection One closed my account on 04/04/2001 after billing my credit card for $205.07 for service from 03/17/2001 - 12/17/2001.
They refuse to send me a refund for the service they did not
provide but haved billed my credit card for.
They did not send me a cancellation letter or call to confirm that this action was correct. They just kept my money and put it under a completion of contract fee.
In the last four months, I spoken with seven different customer service agents, including two supervisors who keep telling me another department will have to handle this and that they will
call me back.. They don't call back.
They will not pull the audio tape backups to confirm that their agent messed my account up on 04/04/2001. They are just ignoring my request for a refund hoping I'll go away.
History:
03/25/2001: Received annual bill for 03/17/01 - 03/16/02
04/04/2001: Called protection one to get a bill amount for service from 03/17/01 - 12/17/01(end of contract period)
Gave the agent my credit card to pay the $205.07.
July/2001: tested my system without problems
10/26/2001: Called protection one to find out how much my annual billing would be on 12/17/01... I was then told that my account was closed on 04/04/2001 and that I was due a refund of approximately $180 ($205.07 - one month of service).. and that
I should receive it in 4 to 6 weeks
11/28/2001: Called protction one to check on my refund. I was then told by cust.serv.rep.Ticoy that I was not due a refund.
After arguing with her, she finally told me she'd have a supervisor call within 2 days.
12/05/2001: Supervisor never called, I called and got thru to
supervisor: Tyler Hodgkins, who after listening to my issue and reading the customer service notes said she would put in the request to have the refund sent.
12/12/2001: Called back and spoke with Maria, another supervisor who told me nothing had been done with my request and that she would follow up on it.
01/08/2002: After not hearing from Maria, I called and spoke with
Bridget in customer service, who told me my records have purged off the system and that she would have to call me back the next day
01/15/2002: Bridget did call back after a week to tell me that someone from another office with access to the purged records would be calling me..
01/22/2002: Still waiting on someone to call to get this resolved.
They refuse to send me a refund for the service they did not
provide but haved billed my credit card for.
They did not send me a cancellation letter or call to confirm that this action was correct. They just kept my money and put it under a completion of contract fee.
In the last four months, I spoken with seven different customer service agents, including two supervisors who keep telling me another department will have to handle this and that they will
call me back.. They don't call back.
They will not pull the audio tape backups to confirm that their agent messed my account up on 04/04/2001. They are just ignoring my request for a refund hoping I'll go away.
History:
03/25/2001: Received annual bill for 03/17/01 - 03/16/02
04/04/2001: Called protection one to get a bill amount for service from 03/17/01 - 12/17/01(end of contract period)
Gave the agent my credit card to pay the $205.07.
July/2001: tested my system without problems
10/26/2001: Called protection one to find out how much my annual billing would be on 12/17/01... I was then told that my account was closed on 04/04/2001 and that I was due a refund of approximately $180 ($205.07 - one month of service).. and that
I should receive it in 4 to 6 weeks
11/28/2001: Called protction one to check on my refund. I was then told by cust.serv.rep.Ticoy that I was not due a refund.
After arguing with her, she finally told me she'd have a supervisor call within 2 days.
12/05/2001: Supervisor never called, I called and got thru to
supervisor: Tyler Hodgkins, who after listening to my issue and reading the customer service notes said she would put in the request to have the refund sent.
12/12/2001: Called back and spoke with Maria, another supervisor who told me nothing had been done with my request and that she would follow up on it.
01/08/2002: After not hearing from Maria, I called and spoke with
Bridget in customer service, who told me my records have purged off the system and that she would have to call me back the next day
01/15/2002: Bridget did call back after a week to tell me that someone from another office with access to the purged records would be calling me..
01/22/2002: Still waiting on someone to call to get this resolved.
1 Updates & Rebuttals
Nancy
Wichita,Kansas,
U.S.A.
Senior Manger Executive Customer Relations
#2Consumer Suggestion
Thu, July 15, 2004
Protection One deeply regrets that this consumer has experienced problems. I would be more than willing to research the customer concerns and try to find a resolution but I will need the customer account information.
