I know for a FACT that I canceled my…
I know for a FACT that I canceled my VIP membership BEFORE THE TRIAL ENDED. I did it through their own website. It said I had successfully canceled. Despite my cancellation, I continued receiving emails about my rewards cash so I assumed it was a marketimg or system generated email so I didnt think much about it. 2 days ago I get an email saying my membership is set for auto renewal for the following day. I was surprised because again, I KNOW FOR A FACT that I canceled the membership. So, I go back onto the site, and cancel again. I get the confirmation AGAIN that it's canceled. I also noticed my card was still attached so I removed it - so they apparently keep your credit card numbers despite the fact that its been "taken off". Today, I get an email receipt of Roadrunner charging me $49.99 for another year of service even though I canceled and even though they say on their site "cancel anytime'. So, I call customer service today because their website apparently cannot be trusted, and I get an agent on the phone who tells me that there is no cancellation on record and that I have been charged. I ask the agent to cancel my membership FOR THE 3RD TIME and issue a full refund. He tells me that he has generated the cancellation and the refund so I ask for a confirmation number for the call. He then tells me there is no confirmation number for this cancellation and I have to wait 24 hrs for an auto generated email from the system. He goes on to say that there is no way to reference this cancellation and refund other than the email that's supposed to arrive in 24 hrs. He also says that the only record of this cancellation un the meantime is this recorded phone call. Considering my previous cancel requests then I probably wont even get the email noting the cancellation. The date and time of the recorded call for the company to go back and reference for proof - which Im sure theyll have to do because who knows if they really canceled and refunded me at this point- is 3/30 at 2:10 pm and the agents name was Javonni (check spelling). So you go ahead and play that back if you need to. This is ridiculous. I never expected this type of game from Roadrunner. How shameful. How many times does someone have to cancel to get away from being locked in for life and paying? And let me end by saying that if Roadrunner comes on here and tells me they looked into my account and they see that my VIP has been canceled and the refund has been issued then my response to you is YOU SHOULD HAVE HONORED MY CANCELLATION THE FIRST TIME and if there was some weird glitch maybe thats understandable but for the SECOND CANCELLATION there isnt an excuse. And, charging a card I removed from the site and after canceling is beyond unethical and shady. Moreover, I shouldn't have had to resort to a review to get you to honor your own TOS and promises. That "great customer service" where they they are thorough and go that extra mile seems to be restricted to to in store sales. What comes afterwards is RIDICULOUS.