Tuesday, February 21, 2006

Juno - My Complaint

I used Juno service from about April 2004 to November 2005. Previous to that I had used America Online. When I left America Online, after two years of service, they really gave me a difficult time in canceling my account. I was offered low rate accounts, free e-mail upgrades, and the like. I refused them all and ended the relationship with no-harm and no-foul. Yet, in November 2005 I saw a lawsuit against America Online detailing how some customers did not get off as easy as I did. I had this in mind when I went to cancel my Juno subscription. So, in November I was assured that my account would be canceled and that I would never see another charge from Juno again. I even received a cancellation confirmation number to boot. Heck, I even joked with the representative about the problems AOL was having. Well, a few days later Juno charged my account. I didn't notice it that month, but then in December they did it again. I was not happy. I called the customer service line and after berating a man for 10 minutes was transferred to the correct department that handled 'cancellations' I talked to a woman about my problem. She had notes that stated I was canceling Juno but said that no cancellation ever took place. I was not happy. I advised this Juno employee to credit my account ASAP. In three days the two charges were back in my account and I advised the Juno employee "you guys can't charge people when they cancel your service!" Now it's February. I looked on my bank statement today and I see a charge in January and February for a service I cancelled in November. I called and again berated the Juno team about their lack of service and 'deceptive trade practices' - i.e. saying 'your account is cancelled and here is your cancellation number' without actually cancelling the account!! This time I had it and contacted the Rhode Island Attorney General's office. I plan to take this as far as it needs to go because, yeah they'll give me my money back, but how many other people have suffered through what I've gone through. I shouldn't have to make three calls, and get two credits to my bank account in order to cancel my account. The kicker, the 'manager' refused to e-mail me the cancellation confirmation number. She would only e-mail it to the 'cancelled' juno e-mail. I said, "uh, if the account is cancelled, isn't the e-mail address dead?" She replied, "It's not our company policy to e-mail customers at any other location other than their juno account." Stay tuned for the next installment of this case. Juno has no right to do business like this, and I'm not standing for it. I hope, and based upon initial talks with the AG's office things look good, that I can help put a stop to this practice and ensure that others don't find themselves on the phone with people who seem to be intentionally not cancelling their account.


Blogger Amy said...

Don, I am wondering what the status of your cancellation is now. I happened upon your entry because I did a search on how to "cancel Juno account" -- what I hopefully have just done. I contacted my bank regarding putting a stop payment on any charges from "Juno online services". This was my bank's reply (payment was made with my check card):

"In regards to the charge for Juno online services, because it is done with your check card number there is no way we can stop the payment.If you cancelled the payment with the company then once the charge comes out of your account you would need to fill out an unauthorized ach and dispute form.You also will need to close your current check card and a new card will be ordered."

(Close my check card just because of Juno's mistake?) I just hope I don't have to go through the headache that so many people, including you, Don, are reporting.

10/19/2007 11:30:00 PM  

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