I appreciate your response. If it means a lot to your company and you, and your company and you want to make positive changes going forward, your company should be professional enough and willing to admit when they didn't do right for a customer and your service didn't perform like it is supposed to. Don't charge me the $355 fee to cancel your service. It is very simple what you do going forward, you do the right thing! I understand you have to put certain policies in place, but if you believe in your service and are willing to stand behind it, and want to take care of more customers with that service, you should not penalize customers who you didn't take care of. If you are good at what you do, then you should have more satisfied customers than dissatisfied and won't need to charge fees to those who you didn't satisfy. I have been let down as a consumer before, we as consumers are starting to get used to it, but this is the first time I have ever posted or gone this far to make a complaint. I guess I have felt like it typically won't do any good because nothing will be done about it.