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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.

Megan of Kearns, UT May 9, 2009

When trying to cancel my service ran into nothing but problems. I called in January to cancel. Come Feb my bank account was hit again. This time they raised the price. So I called again in Feb to cancel and get my refund. They refused to give a refund. Instead told me I would have one month for free. At the end of that month they continued to charge me again. I had to call and cancel again. Was assured this time that indeed my account was cancelled. Two days later my bank account was charged again from them. Had to call them again to cancel and get refund. This time they said they would issue me a refund.. I have yet to see my money.

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.

Kathleen of Leavenworth, WA May 6, 2009

My monthly subscription was up with Earthlink and since I am trying to cut down the monthly costs, I thought I would try Netzero again. It has been well over a year since I used their service. And, really was quite unhappy with it anyway and shouldn't have even reconsidered using them again. Mainly, they disconnect the service after 15 minutes to 1/2 hr. It's impossible to download anything on the internet if you have dialup unless you can spend ALL of your time sitting there to hit the 'stay connected' button.

So on April 22rd, I loaded the Netzero into my computer again. Got signed in, which took forever too, and realized their ordinary service was WAY too slow, so I attempted to download the 'High Speed' access. It said it would take me a hour to download, I started it and walked away. Came back 1/2 hr later and I was disconnected. I looked at their contact me support page and there is nowhere you can reach anybody or leave a comment. But the tech support is there if you want to pay 1.95 a minute for their f--king service. Why should I pay them to hook up to their f--king service and can't download their high speed crap!?So I tried it again, then again. And, finally I am so pissed off, I shut down everything and went to work that afternoon.

Next day, I called and complained. I just told this lwoman, I don't care how cheap your service is, if you can't even download you f--king high speed service before I get disconnected, I just want to cancel the service NOW! She begged me to keep it because I was on my 1 month free service anyway. I said NO, cancel me. Then she told me she would give me 3 free months, and I said NO, cancel me now. She did not want to give up. Then she offered me free tech service and I said that is bogus anyway, it should have been free to begin with. Cancel me NOW! The next week, I look on my online banking and see that I have a charge to Netzero for 14.95. I am pissed! What the hell! I've cancelled the service, yet they charge me 14.95 anyway, even if I was on a free month. I call again to Netzero, I get a man this time. I asked him why I was charged. He said I owe them one month's service. I repeated all of this to him and then he said they would refund the money to me. But ione week later, nothing has happened to return the money. This is robbery, bait and switch!!!

Andre of New Haven, VT May 5, 2009

I was supposed to have free tec support for the first month of service. I was charged 3.90 on the first bill and 46.80 on my next bill. I nerver used tec support again after the first month. 50.70 has been charged to my credit card that I should not have been charged.

LISA of EVANSVILLE, IN May 5, 2009

I receieved a letter today from a collection agancy stating that I owed netzero 38. I have never joined netzero and have never receieved anything from them I have always had my email through either ALO or INsight. Is ther anything I can do about this? I am NOT going to give them any money for a service I have never been on. Thanks

Nanette of NY, NY May 3, 2009

There is a person, Jacob of Indiana who is USING my NetZero email to open accounts on other websites and threaten my life, ruin my reputatio and just harass me. He lives in Indiana and grew up in a cult. I have tried REPEATEDLY to tell Net Zero to let me change my account name and they won't let me without charging me money and they don't care that I am being threatened and ruined professionally.

L of Sevierville, TN April 24, 2009

have complained online with no response and to call anyone it costs 1.95 per minute of which they want your CC # before they will let you thru to anyone, of which I will not do. I have used netzero for years with the free account for over two years. They have a old bankcard # and now are charging me 12.95 for I do not know for what? Can better business bureau help us on this. It appears there are lots of complaints similar to mine. I will close my bank account if I have to, to stop them. Please advise what can we do?

Brad of Muncie, IN April 24, 2009

I called to cancel service and was told my service was cancelled and I would be able to retain my service as an emergancy back up account until June 6. The vey next day I got an email thanking me for my continuation of service...imagine my surprise! I called to confrim my cancellation and was told that I was being billed for this emergancy service. I told them NO I want to cancel and Claudia kept selling my other sservices. I told her NO and I wanted confirmation of the cancellation and she said she would have to transfer me to customer serive to obtain this information before I could say anything else I was forwarded to an automated acitvation service. I am appauld that this company is able to operate in such a manner.

Susan of Warren, OH April 12, 2009

Susan of Warren OH (04/12/09)
It has been over 2 yrs. since I have used netzero. My bnk account has been charged 11.95 and 12.94 every month for over 2 yrs. and I am not pleased! I have sent numerous emails and also written letter to this service without any response to my request to cancel my service! I am requesting a refund for those 2 yrs. I requested several times to have my accunt credited, again with no response. If this is not addressed ASAP, I will be contacting an attorney to have Netzero taken to small claims court. Why would I want to use Netzero when I have gone with another service for over 2 yrs. now? Please address my complaint immediately. Thank you.

See above.

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