Complain about a product or service

CompuServe

We get so many complaints about CompuServe we've had to put them into sections.

• Below we have the complaints about "free" trials that turn out to be expensive.
• $400 rebate offers that didn't quite turn out as planned.
• Customer service that leaves a bit to be desired.
• Tech support headaches.

Marc of Cincinnati:
After signing up for Compuserve Internet service, I began to receive outrageous bills for Internet use. I had originally signed up for unlimited service. I then received a bill for $180.01 for one month. After calling the rudest information line of all time I was told there was absolutely nothing they could do about the sitation and that what I had signed up for was limited access with an hourly charge after the first 20 hours of use. I have still found no resolution for this problem. I am trying to investigate my rights.

Luckily, I mistakenly cancelled the checking account I had set the account up on and the money was never taken from the account. I'm sure this will be turned over to a collection agency. I contacted CompuServe again to request a written bill, I was rudely notified that they do not mail out invoices. Do I have any rights?

Marc should send a certified, return-receipt-requested letter to CompuServe setting forth the facts as he has outlined them above. If nothing else, he can use the letter as evidence in disputing collection actions.

Antonio of San Francisco writes:
I was given a one-month free internet access disc by Compuserve and after using it for a few months all of a sudden I was out hundreds of dollars from my checking account and received a bill demanding some more money ($221) by Compuserve. When I called them to ask about it they informed me that I was being charged by the hour and that I had used many hours worth.

I replied to them in writing, demanding an explanation and explaining that I had never chosen to be charged by the hour. They never replied to me and, instead and without my authorization, removed the additional $221 they claimed I owed them. Now I hear that Compuserve has a fine print that specifies hourly rate charging when one registers for the 30 day offer and that I may have fallen for it.

You surely did, Antonio. We recommend you find another Internet provider ... and another bank account.

Catherine of Yuma, AZ, writes:
I had been a CompuServe user for several years. I received a CD from Compuserve Incorporated, which was their new CompuServe 2000. I called the 800 number listed inside the cover containing the CD, and spoke to their Technical Assistance Department. The young man that I spoke to explained the many advantages of upgrading to the new 2000 version.

In the course of the conversation, he told me that there was a two-month free trial on this program. (The CD cover also has a sticker on the front of the folder that states "Special Offer for Members Only: 2 Months FREE! On CompuServe 2000")

I asked him the difference in price, as I was now on an unlimited monthly plan paying $24.95. He told me that I would even save money as the unlimited monthly plan for the new 2000 version was only $19.95 a month. (The jacket of the CD that I have also states in part..."and keep your bill preferences on CompuServe 2000 ...") Well, between saving $5.00 a month and having 2 months free trial, I was very excited about trying the new version.

As I got to the point where I felt the two months trial period was up, I called CompuServe Billing Department to let them know that I planned on keeping the new CompuServe 2000 version. I'm sure you can well understand my surprise when I was told that I had a $200 billing for trying CompuServe 2000.

When I explained that my understanding was that I would get a 2 months free trial as stated on the folder, he said he was sorry, that the best he could do was to give me a $20 credit. When I finally told my husband of this situation, he thought there must be some mis-communication, and he called the CompuServe Billing Department. He was also told that the best they could do was to give him a $20 credit.

He asked to speak to a supervisor (Regina) and explained our dilemma to her. Somehow the conversation went from bad to worse. The final outcome was that my service was cut off immediately. This caused me to lose all my email addresses, my favorite sites, and some unread email messages. I feel that CompuServe was not honest in promoting the 2 months free trial. Also, the statement that they will keep your billing preferences is not true, as I was switched back to a $10 monthly limited-time billing.

Richard of Bridgewater, NJ, writes:
We were looking for an internet service provider when we came across Compserve and it mentioned "Free Trial Offer" so we signed up with this service and got our month of free access, with the intent of getting unlimited service for $19.95 per month thereafter.Ê

However; after that month we were not informed of a change in our billing that we had a new "Best Value Plan." It appears that Compuserve has a default so that new customers are charged $9.95 per month with a charge of $2.95 per hour after exceeding 20 hours of usage.Ê

Our subsequent research discloses Comuserve entered into a consent order with the FTC, file number 962-3096, to cease similar deceptive practices.Ê

Compuserve has refused to return the money they got from our checking account and rebill us at $19.95.Ê Our checking account was debitedÊ $517.04 on 12/9/99 for the month following the expiration of the free trial. We believe Compuserve intends to process another debit for $357.41 on 12/18/99 for the 2nd month of service.

Moshe of Brooklyn, NY, had a similar experience:
I used compuserve2000 free trial offer. They charged me $75 on this month which was supposed to be free and when I call they refuse to refund.

Catherine of Pittsburgh, CA, writes:
I started service on 2/14/99Ê with CompuServe under their introductory "100 Free Hour" plan.

As of 3/12/99, the date on which I terminated service, I had been billed, to my credit card, on three separate occasions for a total of $542.94, ostensibly generated by a line surcharge.

Customer Service Supervisor told me there was nothing he could do about this error and refused to refer me to someone in a position to help stating that my only recourse would be to write to Corporate Headquarters.

I have incurred $524.94 in credit card charges for a "free" service and a great deal of frustration. Ê

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