Complain about a product or service

Surfbest.net

Sheila of Milrose MA writes (11/4/01):
On 08/08/01, I called Surfbest to cancel my online dialup subscription with them. I was advised by the service technician to place my request in writing to support@surfbest.net. I followed up as advised and received a confirmation from Surfbest that my account would be canceled. Unfortunately I no longer have evidence of either correspondence since I assumed in good faith that my account would be canceled.

On 9/26/01 I emailed Surfbest because I had been charged on both 08/28 and 09/22 for $12.50 monthly charges on my credit card. I requested these charges be reversed. I was advised on 09/27 that the account has been canceled and a refund was pending on my account (I have copies of this correspondence). I emailed again on 10/14/01 when I received a statement from my credit card company and the charges had not been reversed. Without any reply, I emailed again on 10/23/01 for the same. I was advised on 10/24/01 that $12.50 was credited to my credit card on 10/10/01 (my charge account still does not show this credit).

They credited me for only one month because their records do not indicate my cancellation as of 08/08/01 but rather 09/27/01 and therefore they consider me liable for charges to that date. I replied on 10/24/01 that my telephone records show two calls to SurfBest on 08/07 when I originally called to cancel. I also suggested that my account usage will show that I have not used Surfbest dialup or POP account since 08/07. The reply from SurfBest on 10/24 said that I needed to provide the confirmation of my 08/08 cancellation them to receive any credit.

Since these messages, I have emailed on 10/24/01 (again) and 10/31/01 without any replies from Surfbest. I have now been charged again on 10/25/01 despite their confirmation that my account had been cancelled on 09/27. Please, can you provide any assistance. I have invited them to call me to resolve the issue on several occasions but I haven't received any reply.

This is not going to be settled via phone or email. Sheila should contact her credit card company by phone and in writing and dispute the charges.

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