Customer Service

My account was cancelled without my authorization on August 5, 2026. I spent 2 hours on the phone getting a new account set up, then another hour with a separate rep getting the gateway's MAC address added to the new account.

I then opened a billing dispute because I was being charged for the Aug–Sep internet cycle despite my service having been cancelled. A representative assured me I'd receive a $73.49 credit. He opened ticket #[Edited: "Personal Information"]. Instead, I was billed an additional $79.43 as a "payment reversal," with the explanation that an account I closed two years ago at a different address had been incorrectly credited, and that I'm now liable for it. My original disputed charge was never addressed.

Since then I've spoken with three more representatives. The most recent assured me I would not have to pay the $79.43 and opened ticket #[Edited: "Personal Information"]. That ticket has since been closed with no explanation, and the $79.43 charge is still on my account.

I'm requesting:

1. Removal of the $79.43 "payment reversal" charge.
2. Application of the originally promised $73.49 credit
3. Written confirmation once resolved

I've been a customer since August 2024. At this point I will switch providers if this isn't resolved. I'll provide account details privately to whoever picks this up.