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.

Back to the top | Internet Services