Forum Discussion

henrysj's avatar
henrysj
Freshman
8 years ago

No email confirmation or return of monthly fee

Case # 103422084   Called and cancelled our account  on 4-7-2017. Talked with a nice rep out of Brownsville, TX. All seemed to go smoothly and we were told that we would get back our monthly payment since it  coincided with the cancellation date. We were also told we would receive a confirmation by email that we have not received. We did give our correct email address at the time. We are still waiting on the return payment and also on a confirmation email.  Any help from the reps would be appreciated.  We bought our equipment so that was not an issue and confirmed by the rep out of Texas. 

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hello Henry,

     

    Welcome to the community and thank you for posting and providing your case number. I pulled up your account and verified that you do have a credit on your account that has yet to be pushed back onto your card. Normally once service is terminated, this happens automatically. Your service was indeed terminated as of Apr 7, so I will look into why the e-mail and refund weren't sent automatically.

     

    In the meantime, I can have the refund pushed manually. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

     

     

    • henrysj's avatar
      henrysj
      Freshman
      8 years ago

      Liz  , I did read the private message you sent and could not figure out how to reply per private message.  The answer is yes,  that email address is valid. 

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        8 years ago

        henrysj

         

        When you receive a private message, after clicking on the envelope on the upper right, you are taken to the page of your message(s).  On that page, click on the title of the message to open it.  Once the message is opened, there is a reply button on the lower right.