Forum Discussion
Deceptive practices to retain customers
Beware! I have been lied to by at least 2 reps as to the status of my commitment. When I called to complain and even to terminate service, reps offered me a better plan with no additional cost in or...
Thank you for your assistance. My account should be cancelled by now, as I would normally renew on the 8th of each month. I still have not received an email confirmation of the account being cancelled. My sister received a confirmation email the same day she called to cancel (more than 2 weeks ago), even though her service is sill active for a few more days. We both cancelled within a couple of days of each other. Why the inconsistency? When I look at the HN app on my phone, it shows I still have 89% remaining in the "bonus zone" and it states 28 days remaining in my billing cycle. How is that possible if I cancelled PRIOR to July? I should have received a cancellation confirmation email, and the app should reflect that the account is closed. Thank you again.
Good morning Jalapeno,
Thank you for following up with us, there seemed to have been a user error on our part that caused all this. I'm sorry for the confusion and frustration this caused despite your best efforts working with us to get your service canceled. This was escalated internally to address this error. I have terminated your service effective immediately and credited your account for the latest bill that you shouldn't have been charged for, so that will go back onto the payment method on file.
Please do not hesitate to reach out again if you have any other concerns or questions.
Thank you,
Liz
