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Netzero

PO Box 3009, Westlake Village, CA 91359

NetZero • Billing disputes • Cancellation problems • Sample cancellation letter • Dropped calls • Installation problems --- • Juno complaints • Classmates.com complaints --- • Classmates Joins Netzero, Juno • NetZero, Juno Merge into United Online

NetZero and Juno tried to make it as free Internet providers but the implosion of Internet advertising put a quick end to that. They then struggled along, trying to provide cheap Internet service. Now they're merged (see story)into something called United Online and are struggling along trying to provide not-quite-so-cheap Internet service under both brand names. Along the way, a few customers have gotten burned. See below.

maurice of somerset, MA June 23, 2009

I was billed for april and I have not been with you people for over 2 years now and it was charged to my discover card / I lost 9.95 dollars to you. WHERE is my money

jean of drakesboro, KY June 26, 2009

i left netzeroin may 09 they are still chargeing me 7.94 a mo cant get any response from net zerodont know what to do other than close my account todays date is june 26 09the took 7.94 out imay and 7/94 this mo too

Lana of Oklahoma City, OK June 24, 2009

Netzero was a wonderful service before its acquisition by United Online. I cancelled my account in January 2009. I was not charged for February but was charged for March. I contacted Netzero and was assured I would receive a refund and that the account was canceled. I was charged for April and contacted Netzero a 3rd time. According to their records, when I called in January I agreed to a modified service. I assured them that I had not done so. The Netzero rep. said they could only go by what's on my account record. I explained that I had canceled the service because I had canceled my telephone service and would not have agreed to a modified service. The Netzero rep. said I must have misunderstood and made the agreement. It was at this point I disclosed the fact that I had recorded my previous conversations with Netzero and was even doing so at that moment.

In February I canceled the account for my 80 year old aunt. She was charged for March.

I have since canceled my mother's Netzero account. I made them aware that if they continued to assess charges that I would not contact them about it but would take the matter up with the Consumer Complaint Division of our Attorney General's Office.

Laura of San Jose, CA June 6, 2009

An account was opened on 6-28-2008, and I cancelled the account on 6-28-2008. I have been charged ever since 4.95 a month. I cancelled it again on 02-28-2009. I have NOT been credited yet for charges. This has cost me 59.40 total. I can't get them to quit charging my account every month.

crystal of Roanoke, VA June 21, 2009

In April of this year I ordered Netzero whilest on vacation out of state because the house didn't have wireless. They offered one free month so I figured I would take that offer. My account was immediately charged. Moments later I realize I don't have a dial up modem, emailed customer service to cancel the order and refund my account. I got an email later stating I needed to call them. I replied with "no. I ordered online and I can cancel online. do it and refund the money"

They replied with "we have issued next month of service to be free" instead of refunding my money...uh are you stupid? I said I CAN'T USE YOUR SERVICE BECAUSE I DON'T HAVE A DIAL UP MODEM. Morons. So last week (this is JUNE now) I see a charge for netzero service and immediately see red from anger. I called the customer service. I explained how they ripped me off and I want this month refunded NOW. I already paid for a full month I never used and now they are charging me again. The call ended with them saying they would refund it. Today I saw no return from them and called again and got put on hold then told "It won't go into your account for 1 to 2 billing cycles" meaning 1 to 2 MONTHS. I said "Its going to take you people a MONTH to return 8 bucks? Are you kidding me?

Then the 12th arab person I talked to said "What I can do is put you in for immediate refund of money and that would show up in 1 to 2 days" im like yeah...do that. duh. thanks. WHOOOOOOO waits a month to refund money? Well I have a theory: a company who is thriving off the interest they get from money that is not rightfully theirs to be sitting in their accounts collecting a month or 2 worth of MY interest. Probably thousands of others as well.

And they are letting these tens of thousands of people who "forget to call and cancel" or are waiting for a month or two for the money to be returned to their accounts, make them rich by wrongfully withholding money. Let me say...netzero service is horrible...customer service is worse...business ethic is horrid. I will NEVER use their services again and if i can help it, neither will anyone I ever meet in my LIFETIME.

David of Haverstraw, NY June 6, 2009

In June of 2008,I opened an account with Net Zero, using my credit card.Welcome they said this is a one year contract.I started to use the dialup right away.It lasted for three hours,then their computers canceled my service.I called the next business day,and cancelled.OK,was the reply,but you get 30 days free service.What part of No dont you understand I said.This was June of 2008.I've been billed every month since then.I called a second time and talked to someone that spoke horrible english.

I requested a rep from the U.S.,and was given a number to call.Guess what! A recording stating no one was available to talk to me until 9PM.Was this U.S. time or was it 9pm East overshoe time.I'm going to file a complaint with the New York state AGO, just as soon as I can.I feel that they are stealing from me,and have been doing so for a year now.How do they get away with it.Are their operations off shore? Todays date is 06/06/09 the time is 5:37AM eastern daylight time.

Amy of Ocala, FL May 27, 2009

I had netzero highspeed for a month or two. I was not satisfied because it was very slow and I was having a hard time with my phone line also. I paid with my debit card and called to stop payment on my card. They stopped charging my account right away. That was approx. Sept.,08. In March I got a bill from their collections dept. saying I owe them 29.90.

In April I got a final notice from them. I never got a bill directly from netzero. I haven't even lived at the address where I had their service since Sept., 08. I tried to call their 800 # and all I got was an automated service, I could't talk to anyone. I owe them no money. I do not want this on my credit report. I'm not sure what to do. This is a bad way for them to do business!

Mike of West Rutland, VT May 7, 2009

I just cancelled my account as I have transitioned to my new home where now I have my dsl service active. When ever I have needed a dialup provider I have always looked upon NetZero for that great service. Until Now. The customer service representative "John" kept insisting that I keep the NetZero backup service on my account for only 4.95 per month. I told him several times that I was not interested in the service and most likely I would forget and end up paying the 4.95 every month until I noticed it on my credit card account many months afterwards. He haggled/argued with me over this issue telling me that until August is the time that all dsl services providers fail and I would need the back up account. I do feel NetZero was providing a great service until that moment. I have always returned for the excellent service that you have providedin the past.

Now I am convinced that they (NetZero) are (is) just another company looking to make some money monthly by hopefully the customers forgetfullness of not canceling the backup service and reaping the benefits formoney of a service the customer is never going to use but pays for. This is appalling, I have recommended friends and family in the past to you as I once thought it was an excellent service.

If and when the time arises in the future that I need a dialup service provider I will unfortunately look elsewhere for that service. Is not the customer always right? I guess hard times are affecting all companies but this is not acceptable in any manner for any reason, it is disgusting. I would have thought of returning in the future when the opportunity was given until I encountered this customer service representative John.

I called back to attempt to speak with a supervisor and the customer service representative did not even provide me his name, but had my account information available. He insisted that a supervisor was not available, so I aksed that one call me back after several attempts os seeking a supervisor and just then I was disconnected, how appropriate! I am not prejudice in any manner but the company needs to monitor its call center better from a customers' perspective. How can [they] effectively handle my issues with representatives that I could hardly understand. I feel this is an injustice, I have a college education and would appreciate someone who also could understand what I was speaking/saying to them in English and recieve that in return.

mark of port townsend, WA May 15, 2009

netzero has been ripping me off for months.sent numerose emails to cancel the service but they just keep billing my bank. i tried there 800 # but couldn't get through.finally i told them if they took another cent i'd file suit against them.my father had the exact same problem and it took him a year to get away from them.

Barbara of Bartow, FL May 11, 2009

I have been trying to contact about my service - I keep getting "cannot connect" and I don't know if it's my computer or your service. How can I talk to someone. Is there a phone number.

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