Forum Discussion

stoke's avatar
stoke
Freshman
5 years ago

Needing to reach customer service

I've been trying to reach customer service for several days to cancel my service.  I've not gotten a response to any emails, phone lines have been busy everytime I've tried calling and after multiple...
  • Liz's avatar
    Liz
    5 years ago

    Good morning stoke,

     

    Thank you for your patience while this was an investigated. Something along the e-mail communications path was misdirected, which led to your e-mail stating the $400 ETF. You will be charged the correct $160 ETF. I'm sorry for the alarm and confusion, thank you very much for bringing this to our attention so that we can fix this.

     

    -Liz

     

Liz's avatar
Liz
Moderator

Hi stoke,

 

Glad to hear you got through. I'm looking at your case note and the rep did note the $160 ETF and it definitely should not be $400. I'd like to look into the e-mail confirmation that was sent to you that says this. Please screencap just the first paragraph (no need to include your name or SAN, just the paragaph) and post here and I'll have our e-mail folks look at this.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

 

Liz's avatar
Liz
Moderator
5 years ago

Good morning stoke,

 

Thank you for your patience while this was an investigated. Something along the e-mail communications path was misdirected, which led to your e-mail stating the $400 ETF. You will be charged the correct $160 ETF. I'm sorry for the alarm and confusion, thank you very much for bringing this to our attention so that we can fix this.

 

-Liz