I got up today to a message on my machine from the NET1plus Billing Department (although she didn’t identify herself as such, just as “NET1plus”). I said in at least one of my voice mail messages that I needed a call back after noon. She was calling, according to the machine’s time stamp, at 9:46 a.m. She said she was “leaving at noon” but if I needed to call them after noon, to use “Option 1.” That’s Tech Support, but she only said, “Option 1.”<\/p>\n
On closer inspection, NET1plus’ website does say that the Billing department is only open until 12:00 p.m. Monday through Friday. I didn’t absorb that fully because I wasn’t even sure, until I finally accessed the FAQ entry, that I had to talk to Billing. Sales should be open until 5:00 p.m. and they don’t answer their phone, either.<\/p>\n
So I called and selected Option 1. The recorded message explained that tech support “is on a call-back basis only today” and promised that calls would be returned within a maximum of 60 minutes. I left a message, saying that this was my second day of trying to reach someone. I waited about 50 minutes, then I had to get out to the transfer station while the weather was still holding and before they closed at 3:30 p.m. I did that and went to the post office for the forms to send a certified letter. (According to the post office, “registered mail” is for things that have significant value, like a huge check; certified mail and return receipt will get the job done for an ordinary letter.) When I got home it had been 90 minutes since I left my message and no one had called back.<\/p>\n
So, I called a second time and left another message.<\/p>\n
About 20 minutes later, I got a call back from the tech support guy (yes, I got his name). He seemed a bit flustered when I explained–and I was very polite–what I needed. He said yes, I have to talk to Billing and they close at 12:00 p.m. But, he promised to “put through the request for cancelation” and tell them I needed a call back after noon.<\/p>\n
Then I called my dad, who I haven’t checked in with for a while, and when I mentioned all this frustration, he<\/em> immediately said to send a “registered mail” letter.<\/p>\n So, I’ve done that. I composed a letter, printed it on BLUM letterhead, printed out a BLUM mailing label for the envelope, and got it all done in time to go back to the post office and mail it today. Priority Mail, certified, return receipt requested, $10.00 for the whole thing, they should get it tomorrow morning.<\/p>\n So, phone calls aside, it’s cost me $10.00 so far just to get NET1plus’ attention (or try to). Here’s a slightly redacted copy of the letter I sent (emphases as in the original), under a cut:<\/p>\n <\/p>\n NET1Plus Greetings:<\/p>\n This letter is a formal request to cancel my Net1plus account entirely<\/b><\/em> as soon as possible. This includes every element<\/b><\/em> of the account (DSL, hosting, and basic user account). I will be shutting off the phone line that carries the Net1plus DSL service.<\/p>\n I’m sending this letter as a follow-up to my phone conversation with Rick in Technical Support on Tuesday, February 23, 2010 at 2:40 p.m. I would like that call to constitute my 30 days’ notice.<\/p>\n ACCOUNT INFORMATION I also would like the automatic billing to my Discover card to be terminated immediately.<\/em><\/b> According to my user account information, I was billed on February 16, 2010 for $58.95 and am paid through March 17, 2010. If I owe for the portion of a month that the 30 days notice extends past March 17, bill me and I’ll send you a check.<\/p>\n Since February 12, 2010, when I initiated the process of changing my webhosting and Internet service, I have had a great<\/em> deal of trouble getting hold of live people at Net1plus. You insist on telephone contact exclusively and won’t do business over the Internet (as incongruous as that is for an Internet services company). But your office is only open 9:00 a.m. to 5:00 p.m. Monday through Friday, you don’t answer the phone directly, and you take days<\/em> to return calls. I am self-employed and work nights, so I’m not available before noon; the Billing department isn’t available any time else. I’ve been a customer of Net1plus for some fourteen years and I used to refer people to your company. I haven’t been this frustrated with an Internet service provider since my brief and miserable stint with AOL in the 1990s.<\/p>\n Although it’s not possible to review your TOS online, and I got error messages attempting to access the Knowledge Base, I did finally locate the FAQ item explaining your 30 days notice policy for cancelations. While I understand that policy, if there is any way my account cancelation could be expedited, I’d appreciate it. Everything I need to do in preparation for canceling my account in full has been completed, and I’m anxious to cancel the dedicated modem line as soon as possible.<\/p>\n I would appreciate a written response by mail, including my Cancelation Code, confirmation that automatic billing to my credit card has been terminated, and the effective date of my account cancelation.<\/p>\n Thank you for your attention to this matter.<\/p>\n Sincerely,<\/p>\n Inanna Arthen, Publisher No, I didn’t cc: it to the owners or anyone else. That will be the next<\/em> letter, if I have to send one! I’d much rather not.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":" I got up today to a message on my machine from the NET1plus Billing Department (although she didn’t identify herself as such, just as “NET1plus”). I said in at least one of my voice mail messages that I needed a … Continue reading
\nFebruary 23, 2010<\/p>\n
\n285 Central Street
\nSuite 213
\nLeominster, MA 01453<\/p>\n
\n[my name, user name, address, phone numbers, security code, user ID number, etc]<\/p>\n
\nBy Light Unseen Media<\/font>\n<\/p><\/blockquote>\n