NetZero - unable to sign on - help line charged $ 2.00 per minute - unable to fix problem with account

Complaints.com received the following consumer update on July 6, 2002:

From: DIETER MUELLER [Email User]

RE: NetZero - Update

Hello,

here is an update on fraudulent charges:

"Dear Dieter(!)

thanks for taking the time to write to NetZero e-mail support.

NetZero has received your request for a refund on your account. (fraudulent charges), and after careful review of your account history (less than one month) and usage report, it has been determined that your account is not eligible for reimbursement.

For information about our billing and credit policies, you can read our Terms and Conditions at http://www.netzero.net/legal/terms.html

If you have further questions, feel free to reply to this message and either myself or another support agent (!) will try to help you.

sincerely

Vernon Smith"

This is a result from an "Error 691" which does not allow the subscriber to log on to the net via NetZero even though fees are paid and password/user id are correct. calling the "Help Desk" will incur charges of $2.00 per minute. If a solution would be the result it might be ok, but the agent giving because hw could not overcome the error and still charging is fraud in my opinion. I will not rest.

BTW all potential subscribers should read the Terms and Conditions - they are of such a quality that the provider has all, but the subscriber no rights but to pay.

When will the Government ban corporations that have only one intention - make money in the "catch as catch can" mode.

Best Regards

Dieter W. Mueller

Email User

Complaints.com received the following consumer message on June 13, 2002:

From: DIETER MUELLER [Email User]

RE: NetZero - unable to sign on - help line charged $ 2.00 per minute - unable to fix problem with account

It was easy to sign up for NetZero.

But a couple of days later I was unable to sign on (error 691). All efforts to resolve the problem via Internet failed. Thus, I called the help line which charges some $2.00 per minute. After 20 minutes or so, the individual at the help desk gave up and told me to open a new account!!!

Now, the charges appeared on my card, still unable to sign on to NetZero, obtained a e-mail address (very difficult) and complained about charges for services not accessible and charges for "Help - Desk" services which did not resolve the problem. In fact, I was told that the 691 error was a difficult one.

Anyway, a few days later I received an answer from customer service: The file has searched and it has been determined that the charges are justified". ?? paying for service that did not resolve the problem which is clearly at NetZero's end.

A successive termination via e-mail (submitted twice) was ignored and service charges have been withdrawn from my account.

Today (6/13/02) I called customer service again - the answer was - our system does not allow me to search your file - call back in 4-5 hours. The question, what does one have to do to avoid fraudulent organization?

Best regards

Dieter