MSN - being kicked offline frequently - upset with quality of service - billing problems

Complaints.com received the following consumer message on November 12, 2002:

From:

RE: MSN - being kicked offline frequently - upset with quality of service - billing problems I signed up for the msn rebate to have service for 9 months and receive a best rebate for 75.00. Well I have had problems with msn every since. They kick you off when you sign on so regularly that it isn't even worth going online. I complained about this and they credited me for 21.95 and this credit appeared within 48 hours.

I knew once my 9 months was up I would not stay with msn because they were continually inadequate in the service they provided. Now if I only payed 8.95 a month or was using a free internet I would expect some problems but I was paying full price for this service and they were the rudest people I have every worked with. My nine month contract was up on Sept. 30, but if I looked on my account on their billing information this was not the date they said my contract was up. But I had the proof I had the paper stating the purchase date and obligation I had with this company.

I called many times in September to cancel my account in plenty of time to not be charged by msn again and was told to call September 30 2001 which I did and which I got a cancellation code and was assured my account was closed. On October 16 2001 they charged me for their service and I was no longer a customer. Of course I called for a return of this money to my account on October 31, they told me it would be in my account with in 48 hours, when it wasn't I called again and they said it would take up to seven days, when it was there on the seventh day I called again and now was told it would take seven business days, so today I called again and was told now it would take up to 2 business cycles.

They put supervisors on the phone and these supervisors are experts in passing out the bull, there answers are pat and all they do is sweetly say I am sorry there is nothing I can do until the two billing cycles are completed. O.K. as I see it when I call after the two billing cycles I suppose they will tell me it will take 6 months. Now 21.95 is not much for me it would pay my water bill. This amount is trivial to them but needed by me because I live on a very limited income. I quit this service to eliminate bill, but obviously have not achieved that. However I am sure I am not the only one they are doing this to and if you add up all the 21.95's they are holding from people or even more significant amounts then they are outright committing robbery to all their current and or former customers. What are they doing with all little 21.95's. All I want from MSN is to be done with them. I followed their rules canceled when I was supposed to and paid on time all the time. By the way I did not take 60 days to make a payment ever. So all I ask is that they quit taking my money, cancel my account and leave me alone. I do not want MSN and will never ever try msn again and surely will steer anyone I know away from msn. So please pass this message on so others do not fall into their trap.