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Disconnect service

shalashzahra
shalashzahra Posts: 1 Newcomer
in Suggestions and Feedback

Why is it so difficult to disconnect your service here? First of all I moved in January to a corporate home with Internet and I wasn't sure when I would have a permanent home for Internet so I called them to disconnect my service. The agent convinced me to place it on hold for three months which she said was the maximum but I found out you can place on hold up to 9 months. However she placed my service on hold for 2 months. So I received a bill for the full month even though I can't use the service. I call them again to cancel my service and I was tossed around for about an hour, from Internet service to cell phone, to maintenance to corporate home and then disconnected. I called a few days later to have the line disconnect only to be told I have an old bill which I don't, tossed to billing and was told I didn't have an old bill and was confused as to why they didn't just disconnect my service, tossed again to customer service account would basically told me I now owe for two months because they didn't cancel it the first time I called plus a disconnect fee. They couldn't help me at all even though the rep told me three months and placed for two months and I have not used the services since January.

Comments

  • Edward_T
    Edward_T Posts: 527 ✅ Verified Employee Moderator

    Hello @shalashzahra;

    I can understand the frustration with trying to cancel the service and you were not told about 9 months being an option. I will pass on your feedback to management to ensure that is offered in the future. We are not able to cancel services over Social Media. There are two methods for you to cancel the service. You can call our customer service line again at 1-855-707-7328 and request to speak with our Customer Solutions team. They should be able to assist you with disconnecting the service. The other option is to visit one of our Spectrum stores and they will be able to assist with disconnecting the service. You can find a Spectrum store by visiting the following site. Find Nearby Spectrum Stores and Services We do not have a disconnect fee but the charges mentioned by the person might be related to something else. Did they give you any more information on why you were going to be charged?

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