Clear - Clear will not cancel account

Posted on Tuesday, January 10th, 2012 at 3:25pm CST by 6fedecb8

Product: Internet

Company: Clear

Location: Beaverton, Or, US


Category: Other

Clear will not cancel the account. My husband opened the account in my name. My signature is not on file. The card on file for payment is in my husbands name and his email is on file with clear. I called Clear shortly after December 10th to cancel the account. After arguing for 10 to 15 minutes I was told the account was cancelled. I was also told there would be a cancellation fee. I said I am not paying for that since I did not sign up for it and I did not know anything about it. I was told the account was cancelled and a rep would call me within 2 days to see why I am disputing the fee. NO one called. I still have the equipment. Today my husband got an email saying payment did not go through. I contacted clear online and was told the account was not cancelled and would not be cancelled unless I agreed to the cancellation fee. Here is the online chat between myself and Clear.

Hello Carley. Please wait while we find a CLEAR specialist to help you.

Your question is: WE cancelled our account. WHy did we get an email saying payment failed.?

You have been connected to Mylene.

Mylene: Thank you for contacting Clear, my name is Mylene. So I can help, may I please have your first and last name?

Carley: carley spangler

Mylene: Thanks.

Mylene: I understand you have canceled your service but still get an email about payment failed, correct?

Carley: yes

Carley: we cancelled it weeks ago

Mylene: I apologize for the inconvenience.

Mylene: I would be happy to help you further. Would you please verify the account by telling me, in what city you were born?

Carley: san francisco

Mylene: Thanks.

Carley: Obviously it is me if I knew we had clear and cancelled it and got an email I am tired of your verification process.

Mylene: I am showing here that your account is still active.

Carley: NO NO NO. We cancelled it

Mylene: I apologize but the account was not canceled because the person called to cancel the service is not the Account Holder on the account.

Mylene: For further assistance with this, please call our Account Services department at 888-888-3113.

Carley: That was my husband. I then called in to cancel it. She then said there is a cancellation fee and I said IM not paying it. I was told someone would call me in 2 days to talk about the cancellation fee. That person never called but she did say the account is cancelled. ALso I never opened up the account. My husband opened up the account in my name

Mylene: I hope you are still with me.

Mylene: Please disregard the last message.

Mylene: I am sorry but since you have not agreed to the cancellation fee, then the account will not be canceled.

Carley: Well you are not getting paid.

Mylene: I would recommend that you contact our Account Services department at 888-888-3113.

Carley: And we still have the equipement. The salesman let my husband open up the account. You do not have my signature. I did not sign anything

Carley: why should I call? I did call to cancel it and I thought it was cancelled

Carley: so what good is calling going to do

Mylene: I apologize but since the account was still active you will continue to be billed for the service.

Mylene: You will need to call back our Account Services department if you would like to cancel your service.

Carley: But I called to cancel it. She said it was cancelled

Carley: I did Call

Mylene: I'm sorry but the account was not cancelled.

Mylene: That is why you will need to contact them again.

Carley: what country are you in

Carley: you are reading from a script I know it

Mylene: I totally understand your situation.

Mylene: However, in as much as I would like to help you with canceling the service here but won't have the capability in doing that.

Carley: you are suppose to provice customer service. YOu tell me to call and I did call. Calling did not do anything even though I was told it was cancelled. SO the lady on the phone lied to me then. Why does clear lie to customers? Just to get them off the phone

Mylene: We have specific department that can process your cancellation request.

Mylene: I sincerely apologize for the inconvenience this has caused you.

Carley: you just told me I cant cancel if we dont agree to the cancellation fee. The lady told me it was cancelled. So you are telling me to call to cancel but you also told me I cant cancel it because I wont pay the fee and I never signed anything

Carley: I will be contacting the state attorney generals office, the better business bureau and consumer advocate websites

Carley: Thank you for not helping me.

That's okay.

Mylene: Thank you for chatting with me today! If you have any further questions or concerns, please feel free to contact us; we are available in live WebChat 24 hours a day, 7 days a week.

Thank you for visiting You may now close this window.

Your session has ended. You may now close this window

Input Area

Enter chat text here, press enter to send


Have you noticed she ignored my question of where she is. She disconnected from me. She cut me off.


Post a Comment