So, after years and years of enduring the “hour-long” response time between web page downloads, I decided to join the rest of the technologically proficient world and sign up for DSL. I must admit that my internet usage over the years has dwindled down to just a few recreational hours a week. But with some new freelance business on the way, I figured it would be a good idea to have the ability to download web content a little faster than 15 minutes per image.
After getting myself situated with a good high-speed internet service, I realized that I could finally dump an extra bill that was no longer serving a purpose: my Netzero subscription. As a Netzero customer for a few years, I never really put much thought into how difficult (or easy) it would be to cancel service. I figured that I would simply log in, click a few buttons and be on my way. But upon accessing the Netzero site, I realized that a quickie divorce from this ISP would be a little trickier than I thought.
ONLINE CANCELLATION – ROADBLOCK #1
I would advise anyone planning on cancelling his/her Netzero service NOT to do so online. Upon logging into my account, I scanned the left side of the screen and located the Account Cancellation button. Sounds easy so far, right? Think again. Upon clicking the button, I was brought to a page called “Canceling Your Account.” However, the only cancellation information listed on the page was:
***You are signed in as [myemailaddress]@netzero.net.
***You subscribe to the following service(s):
*** If you’d like to sign in with another account, please click here.
I was looking for some kind of documentation, a phone number, name, credit card info—anything—to alert me to the fact that I had indeed completed (or at the very least initiated) my cancellation transaction. I clicked the Cancel button again, and was promptly returned to this dismal screen.
ONLINE CANCELLATION – ROADBLOCK #2
After realizing that I had not sufficiently completed what I’d set out to do, I cruised the site for other cancellation avenues. I hopped over to the FAQ’s and located the question: How can I cancel my Netzero pay service? Bingo, I thought. But as I read a little farther down the page, I realized that I’d been hoodwinked once again.
The website advises those who are trying to cancel service due to service problems to reference the “Troubleshooting Issues” listed provided immediately below. Following this rather short list, were instructions on how to fill out a Personal Assistant Ticket. And finally, below that was an 800 number for customers to call for billing support issues such as cancellations.
First of all, let the record show that there was specific reference made to cancellations due to technical issues. To me, this means that Netzero is aware of shoddy service and expects that people will want to cancel because of it. Secondly, I must add that I felt betrayed by the website, for allowing me to believe that I could cancel my service online at the drop of a hat.
DIVORCE PROCEEDINGS INITIATED: THE CUSTOMER SERVICE CALL
After comprehending that I’d been “duped” into thinking that I’d successfully iniated the cancellation process, I broke down and called the customer service number provided. What’s strange is that I actually had to dial the number a few times because the line didn’t ring at first when I dialed. There was only silence. On about the fourth try, I finally reach an operator whom I could barely understand. She couldn’t understand me either, as I had to repeat my information several times.
Once she retrieved my account info, I was transferred to another representative who asked me for even more information. I provide this swiftly and clearly, and waited for the rep to aid me. Upon being asked how I might be helped, I promptly proclaimed that I wanted to cancel my service. Everything was going well, until the “interview”:
- Do you have another ISP service?[read: Is there someone else you’re seeing?]
- Would you like the next month free? [read: I promise I’ll do the dishes.]
- We can offer you the next 2 months free… [read: I promise to take out the trash too!]
- What if we offer you 2 free months and then $6.95 per month? [read: How about a nice vacation, just the two of us?…]
- We have a Mega Mail system which will allow you to…blah blah blah…
Growing aggravated with each more attractive offer, I recited a very dry “No Thanks” after every one and held my ground. Quickie divorce or no, I was determined to get out of my marriage to Snail Email Access. Citing irreconcilable differences, I was finally granted with confirmation of the split: a cement Confirmation Number.
Certainly, this is not the only ISP service that makes canceling a nerve-wracking headache. AOL has an “interview” process that seems to go on for hours. It’s as if those people don’t hear the word “no.” At any rate, it’s extremely important that you jump through as many hoops as necessary so that you are not billed past your “cancellation” date. Had I simply assumed that by clicking a button on the Netzero website I could cancel my service completely, I would continue to pay for services that I was no longer using.
