After many sale calls from the lady Mary, I took their hassle-free phone service trial on 7/16/2014. (I later found out she conveniently forgot to tell me the length of the trial period and they started charging monthly fee during the trial). I received the box on 7/18/2014. After a few tries, I found the call quality was not acceptable. So I called on 8/4/2014 to cancel the trial. Luckily, that was the end of the two-week trial period. The lady answered my call told me another person from cancellation department will contact me shortly. But since I was about to leave for vacation soon, I told them to call me asap. So a man called me back trying to persuade me to have their technical person looking into my problem. I agreed on the condition that he refund my first month”s charge right away and email me the instruction about how to return the box right away, and I will contact their tech person in September after I come back from vacation. So he agreed and he also told me that he postponed my trial ending date to 9/10/14 so that there won”t be more monthly charges. But all that promises didn”t happen. After I came back from vacation, I found out they not only didn”t refund my first month”s charge, but also charged another month”s fee on 8/22/14. AND, I didn”t get the email. So I said, that”s it. I don”t want to do business with this company any more. Then the true nightmare started. I spent hours and hours trying to reach a live person. I even submitted a call back request from their web site, but didn”t get me anywhere. A few times I reached a live person by not selecting “cancellation”, I got “ok, I will make a note and have people from cancellation department call you.” I told them to call back during night time, because I work during the day. But every time, they left a call back number in my answering machine during the time when I was at work. As you can imagine, the call back number never worked. I had to call my credit card company to block this vendor from further charges. On 9/17/2014, I finally reached a customer service rep Hilary, who was the only nice person I encountered. She finally emailed me the return instruction (I subsequently shipped back the box on 9/17/2014) and promised to have a billing person call me back to resolve the charges. The billing lady did call me back, but she was so rude and insisted that they refund my first monthly charge on 8/21/2014. I told her that”s not what”s showing up on my credit card. When I offered to show her my statement if she wanted, she gave me silence. As of now, they are still holding my $50 deposit and two monthly charges, although they have already received my returned box … I regret ever used this company!!!
This complaint and/or review was posted on HolySmoke.org on 06:32 am, February 01, 2020 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/kylintv/.
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