Complaint Review: Sunrocket - Vienna Virginia

I also had problems with Sun rocket and I end up speaking to service people who barely speak english or receive no answer at all. Sun Ricket assured me service was available and that it would work with my connection. None of that was true and they disconected me for unavailability of 911 service. They now continue to charge me for service even though I was never able to use it and have returned the equipment. Phone calls receive no satisfactory answer and when I ask for a supervisor they are at lunch. I guess India has "lunch" all day. This company not only outsources but has poor service. I do not recomend them to anyone.

Having worked for customer service for this company in the past I know what you are seeing looks like a charge for $199. What that "charge" indicates is a hold on that money. The account would only be charged if the equipment actually shipped or the account was actually created. The hold on the money usually disappears in about a week, you can call the credit card company to verify when that hold will be released. There is no ATA fee and that would not have been tacked on so there is no reason to cancel the credit card. This company tries to be nothing but fair. We do not try to steal money. If the credit card was declined on the website there was a reason, be it a typo, invalid CIN number, whatever. Since you did it 8 times, I doubt that you typed in the wrong credit card number but something caused the credit card system to reject it.

Paige, Ulysses *did* call the company already and they told Ulysses to *wait* ... and then proceeded to charge for the account eight times. It's hard to think of them as an "innocent company."

However, I want to pass on a suggestion to Ulysses. First, don't contact SunRocket anymore. You already did and their customer service people blew you off. Call your credit-card issuer instead and dispute all eight charges (or at least seven of them if you plan to stay with SunRocket). However, if you plan to leave SunRocket, keep in mind that your credit card issuer may only allow disputes on seven charges. But, regardless of whether they honor all eight disputes or only seven of them, wait until the money is put back on your card and IMMEDIATELY report your card as lost or stolen. Why?

Companies don't like to be "dumped" ... and, especially in the case of a VoIP provider, may attempt to tack on charges for your ATA/DTA device (if you got one) and an early termination fee. Or worse, a year later, they might try to zap you for another $199 charge.

Whenever involved in an account termination situation involving any company with access to your credit card, the wisest thing to do is cut that access off as quickly as possible. The person with "money in pocket" is ALWAYS the person who can argue from a position of strength.

Paige, Ulysses *did* call the company already and they told her to *wait* ... and then proceeded to charge for the account eight times. It's hard to think of them as an "innocent company." However, I want to pass on a suggestion to Ulysses. First, don't contact SunRocket anymore. You already did and their customer service people blew you off. Call your credit-card issuer instead and dispute all eight charges (or at least seven of them if you plan to stay with SunRocket). However, if you plan to leave SunRocket, keep in mind that your credit card issuer may only allow disputes on seven charges. But, regardless of whether they honor all eight disputes or only seven of them, wait until the money is put back on your card and IMMEDIATELY report your card as lost or stolen. Why? Companies don't like to be "dumped" ... and, especially in the case of a VoIP provider, may attempt to tack on charges for your ATA/DTA device (if you got one) and an early termination fee. Or worse, a year later, they might try to zap you for another $199 charge. Whenever involved in an account termination situation involving any company with access to your credit card, the wisest thing to do is cut that access off as quickly as possible. The person with "money in pocket" is ALWAYS the person who can argue from a position of strength.

Before you degrade an innocent company, maby you should call the company. You re the only person who has this problem with them.