how Grandma got the internet

We tried to go with Localnet, and the following letter should describe what happened there...

(our address here)

Customer Service Supervisor: Steve
LocalNet
287 Commerce Dr.
Amherst, NY 14228

Dear Supervisor:

I am writing to formally cancel my LocalNet subscription that was requested via telephone and subsequently canceled on 30 May 2005. This is also my formal request for complete reimbursement for monies paid.

My mother, XXXXXX, has been a loyal subscriber to LocalNet for the past three years. She has recommended your company to many families in our area. When my grandmother, Carol XXXXXXXX, became interested in using the internet, your company was the best candidate. My mother called your company to set up the connection, and I made arrangements to pay with my Visa debit card. Before the transaction was complete, we both attempted to confirm with the customer service representative (Jenna) that the dial-up number would be a local number, and she informed us that this was the case. We were informed that the installation disk would be sent in the mail, and we could begin using our internet connection after we had registered. We were also told that we could cancel our subscription at any time.

When my mother went home, she connected to LocalNet to verify all of the information we had received, and discovered that it would NOT be a local call for my grandmother to connect to the internet. Within an hour of the initial transaction, she and I both tried to call and cancel the subscription, and were informed that we could send our request to the billing department, and they would do a “credit review” to determine whether or not we should be reimbursed, and that part of that fee was non-refundable. This surprised me, because we had not made use of the internet service yet, and would be unable to do so until the cd was received in the mail later in the week. I had assumed that if one of the terms of the agreement that is in all of your advertisements (a local number) could not be met that the agreement would be void. Also, I was informed that the money had already been taken out of my account, and therefore was nonrefundable. My bank was closed on Memorial Day, and they informed me that at the time this letter was written, the money still had not been taken out of my account, so that previous statement made by two of your representatives, Nathan and Monica, was incorrect. I was informed by your representatives that I would not receive any communication regarding this matter unless I sought it out, and because your phone conversations are not recorded, your representative could not confirm that I had been given misinformation.

I am confident that your billing department will work to give me and my family complete satisfaction in resolving this issue, including a full reimbursement of monies paid. We have been fully satisfied with your company thus far, and it would be a disappointment if we now had to retract both our recommendation of your company and my mother’s subscription. I look forward to your quick attention in this matter.

Sincerely,

Emily XXXXXXX Brenda XXXXXXXX

dad says I should have been more threatening. I told him that my mean side would come out if they said we could not be reimbursed. Anyway, we're on a dial-up connection through Houghton College now, and it seems to be working wonderfully, for $5 a month.