My service was interrupted for non-payment. i was told i owed $60 and given the option of paying the full amount or a partial amount. I chose to pay a partial amount of $20. they charged that $20 twice. i called htem and told them to reverse both charges and they said they would within 3-5 business days. but two days later, instead of reversing the two privious charges of $20, they charged my card AGAIN for $20.41! when i called and asked them why they would do charge my card again after being told the day before to reverse the previous charges, they first told me they wouldn’t reverse any of the charges unless i provided them wiht another method of payment for the entire amount. THEN they said their system is set up such that if any amount is owed, the system will charge the method of payment for the entire amount. When i pointed out that that’s not the impression it gives when you give customers the option of making partial payments, the customer service rep told me this information was in the information i received when i signed up for service. that was in 2008. when i asked her for a copy of the info, she told me “you need to create a clear email address and read the information there.” what does that even mean???

so the bottom line is, they tricked me by offering me the option of making a partial payment and charged the entire amount anyway, then basically said they have the right to do it because it’s in the contract i no longer have from 2008 and they aren’t going to provide me with a copy of the contract.

this is no way to treat a long time customer. i’ll be filing a complaint with my bank to dispute the charges. perhaps if they won’t provide me with the verbiage that says they’re allowed to treat people this way, they’ll give it to them.

i say this to say, this is the worst example of customer service i have ever experienced. very disappointed in Clear

Clear.com has been a nightmare since the inception. The representative blatantly lied about everything and I wanted to cancel my account immediately. I was told that in order to cancel my account I would have to pay them $100.00! To add insult to injury every six weeks almost on schedule there is a problem with my service. This last incident which took place is I was without telephone service for three days. Attempting to telephone Clear.com there is no longer a Customer Service Department and then the telephone call is disconnected. Clear.com receives payment every month, and my question is why am I not receiving service? There is no one to talk with nor is there anyone who has an understanding of the English language. If I want to return to my last carrier I must pay them $100.00 reconnection fee?????? I refuse to be held hostage and will NEVER be a victim to either company especially Clear.com. Everything written can be substantiated by witnesses so nothing has veered from the truth. Please HELP ME!

I bought a Clear modem at Best Buy in Odessa FL. Since I have IT experience I was dubious that the coverage could be as good as they claimed and I specifically asked the salesman whether if I was not satisfied I would get a full refund. He assured me that I would. The document they gave me for customer service states "customer has 14 days to cancel service without incurring ANY fees. I used the service for a few days but it was in and out. I called Clear customer service and was told that I would get a full refund after the equipment was returned to them in good working order. I spoke to a number of CSRs over the next few weeks - "Robert", the first CSR assured me that I would get a full refund and I got a confirmation number. I called back after the UPS shipment, which I tracked, was received and was told I would get a full refund and it would show on my account the following Monday, Jan 10 2011. When I called back today, Tuesday Jan 11, I was told that the refund had already been applied MINUS the fees for the service period. I spoke at length with the CSR and her manager and told them that their own CSRs, more than one, had assured me that there would be a FULL refund, and in addtion the policy states "without incurreing ANY fees". The amount is small but what is happening is that their salespeople and their customer serivice reps are LYING - they are publishing one procedure that is completely at odds with their other procedure. I don't like dealing with companies that outright lie through thier customer service reps and then say that I'm responsible because I did not read every single portion of the pages and pages of fine print on the internet. I will advise anyone I know who is thinking of purchasing Clear service that they can expect to NOT be told the truth and that their supervisors will not stand behind what their reps say.

After canceling my service they have continued to access my bank account for the last two months, and after calling them several times I had to pay a fee to my bank to block them from my account. Now they are emailing me past due notices! They even had record of my calls, but there were never any notations made by the customer service reps about canceling my service, even though this was the reason for my calls!

I have been with clear for several months now, and so far I feel the service is satisfactory strictly due to the fact that coverage is not available in many of the areas I work in as an IT consultant. My initial hopes / thoughts are that as Clear's popularity grows, so will their Wimax range.

Prior to my investment in Clear's services and products, I did quiet a bit of research before finally speaking to one of the local Clear reps regarding the pricing etc.


Without going into details, I was offered the 2 year contract with free equipment (+ equipment lease fees) or to purchase the equipment outright (2 wireless adapters) for $100.00 +

I chose the latter for my company due to the restrictions imposed by simply being in a contract, especially considering the minimal/ lack of any financial gains on our end for the 2 year agreement.

Running a successful IT Consulting company, I also inquired about the reseller program to see if Clear's services could benefit my clients and, in turn, benefit my company.


I received my summarized contract in my email stating that I was indeed signed up for a 2 year contract (mind you no paperwork baring my signature was on ANY contracts). I contacted the rep whom I originally dealt with and explained to him the situation. I was relieved when he said he would straighten things out immediately.


A few months later I had additional questions regarding my account at which point I also decided to check on my service agreement. Clear's Rep #1 said I would be forwarded to someone in their billing or accounting after my questions and concerns were addressed.


When I spoke to Clear Rep #2 in the accounting/billing department, I was taken back by his rudeness and aggressive tone; "How do you want to pay THE activation fee to switch over to a month to month plan?". I was taken back by his lack of concern of my issue as well as confused regarding the activation fees that were never mentioned to me when I initially signed up.


I explained to him the situation of which I originally signed on with Clear, and he insisted that I pay the activation fee. I asked him to speak to a manager since he was unable to adequately address my concerns and problems. He said no manager was available and pushed for a call back within 48-72 hours by one of his supervisors. He continued to advise me of what he thinks I should do, to which I replied that I do not need/seek his advice, I need to speak to a manager who can resolve the issue at hand. After some time, of what seemed to me like pulling teeth, I was able to speak to a manger.


Minutes used on this phone call alone: approximately 30 minutes Item in dispute: $35.00


After speaking to one of the managers, I was finally given the courtesy to speak and explain my situation without any disruptions. The absence of interruptions was greatly appreciated, however the end result was that he needed to speak to the original rep to verify the misinformation of the activation fees [never being mentioned].


My total phone conversation is now approaching well over 45 minutes. Amount disputing: $35.00


He finally insisted that he was doing me a favor by allowing me to switch over to a month to month plan, when clearly I was beyond your companies policy to change my service agreement. I explained to him that had the original salesperson did not inform me of Any activation fee and had the activation fee been stated, I would have never signed up, saving myself the cost of the Wimax cards, the months of mediocre/ unreliable service as well as the current conversation I was having with him.


At the end of the conversation I realized we were not going anywhere. So I asked him the same question I am addressing with you now. Clear is a new company. The item in dispute is a simple and minuscule $35.00. I am currently a client of yours, not a prospect. A current and paying client, are you willing to lose my business? my continued business over months and years with your company for $35.00? In addition to this, my firm has been successful for the last 4 years, building relationships one client at a time. I have gained the trust of my clients through hard work and dedication, these are the same clients whom I will inform of the following issues ( lack of overall coverage, terrible customer support, and total disregard for any level of customer service).


I am happy to inform you that I have since turned away several clients from even ever considering Clear as a provider of any kind, as well as managed to terminate my contract with Clear.


I hope the time I have wasted on the phone with your customer service reps, the time I have/will be spending telling all of our clients of the lack of service/ care, the time I have spent writing this lengthy email, and the numerous websites this email will be posted on, will give you the tools to change how you treat your future and current clients.


Regards,

Anonymous Customer