I took a contract of service with Xanadoo in June 2008. I had the option to pick a 1 or 2 year contract and get $50.00 or $100.00 refund for the modem that I paid $100.00 plus $8.25 tax. I did not choose either as I am disabled and was afraid I would not be able to pay the internet company bill monthly in the future so I did not want to be stuck with extra bills. That was not a problem. Ten days after I had service connected my internet does not work. I called and they cannot inform me of any details, they tell me something is wrong with the computer. I call a service person to come to my home and charge me $25.00 to tell me the modem is bad. I have to take it back to the store. The store is 20 miles away. So I do so, and I inform the store manager of the cost that they should have been able to tell me about and that I feel I should have a credit to my account for the home fee I paid out. He told me then he would try and help me with this. Never Happaened!

I moved in June 2010, and I called ALL the companies I needed to transfer, disconnect, or install services, including Xanadoo. The first 2 calls I get a recording "We are aware of a problem with your service and are working to fix the problem in your area." Then the line disconnects and hangs up. The next two calls, I am placed on hold and once the clock hits 6:00 p.m. I get a recording "Thank you for calling, our office hours are from 8 to 6 M-F, we are currently closed and please call back during the next business day. The phone disconnects and it hangs up. Finally, I get through at 9:00 a.mish the next day which also happens to be June 8, 2010 the same day they took $35.42 from my debit card for the June billing. I know this because I had just called and checked my bank account. I called the local store and tell the clerk I want to cancel service as I am moving. He explains I can bring in the modem and they will buy back the modem for $25.00 which will cancel the account or I can call billing and terminate. I inform him I want to keep the modem as I am teaching my 70 year old father to use a computer and I am going to give him my modem to get service with Xanadoo in his name in a few months. So I would be somewhat a returning customer. I call the billing office and cancel the service where I am told "It is now cancelled." I moved the computer on June 13, 2010 and up to this date I still have internet service with Xanadoo. I am thinking (my fault I guess for thinking!) since I cancelled after the bill had been collected and I did not have time to read terms and conditions at the moment, maybe a work order had been sent to terminate like the electric company or other utility providers do, or that since payment had been processed for payment with my debit, maybe they were working to reverse the transaction but had to wait til the payment processed first. A couple of other reasons crossed my mind as well.
So I move my computer and set up with my new provider not thinking about this again. I waited til August 2010 to set up online banking to read my bank statements as I wanted to see how this new provider worked and such. I see on August 11, 2010 that I have been charged $35.42 for Xanadoo. I look at July and see that 7/8/2010 charged $35.42 for Xanadoo. I call the store where I am told "Bring in your modem, etc." I tell them I have not had service since June 13, 2010 with Xanadoo, and I don't want to sell my modem. From there, I have to call the billing department. Immediately I call from hanging up with the local store. This RUDE employee with billing tells me I have not contacted Xanadoo since 11/2009. I know this is false as I take notes and keep them in a spiral notebook locked in a file cabinet. Last contact was 5/19/2010. Other calls prior to this date as well. I had not pulled the notebook out, but tell her she can look up the IP address and see that no service with Xanadoo has taken place since 6/13/2010. She says: "We have no way to do this. I can cancel you now. " I inform her I want a refund for at least July and August, when she tells me I won't get such, she can request but not likely. To date not done.
I call the store and report this where I am told a email would be sent to the billing supervisor and they would contact me, except no asking for a phone number. So I volunteer it, and it took me 3 times to get him to write it down (if he did so) I waited for more than a week when I decide I don't want service later, and I take my modem to the store at Parker Square where the address is, to find a sign as of August 21, 2010 the store is closed and go to 3 other locations. I go to the 1st one, where they give me the rep's name and can't help me at all. The second, even worse attitude and service. NO HELP at all. The 3rd I had never heard of, nor did I know where it was. Go home call the rep, who says he can buy the modem, and send an email to the billing supervisor. It would take a couple of days to get a reply, and he would call. I am still waiting for the call. I call him again several times, find the 3rd location where I took the modem, proof that I moved, and other items, knowing he cannot help except to pass the word on to the rep to call me. I am still waiting for this call. I have sent a letter to the Director of the company in Bala Cynwood, PA. I will wait for an answer, and if I don't get my money back, I plan to take further action with the Media, the State Attorney General, and any other place I can file a compliant.
To treat a customer this way is completely wrong and as consumers we need to make sure companies know we will not take their lackadacious abuse and bad attitudes. I realize they are useing my money to earn interest, and make their books look better, but this is fruad to the stockholders and others. It will probably take them more than 30 days to refund my money if I get it back at all by dealing with them first, and if not then I have to deal with the State of Texas and it will be another 6 motnhs to have my money refunded. All this time, I am losing money and they are earning. WRONG!!!

Xanadoo has been claiming my account has not been paid through the credit card I set up. The card number was changed and I got online and changed it with the Xanadoo Billing. I checked my bank and all payments have been going through. Xanadoo still is sending emails that my account is in jeopardy for payment not going through. Can you please check on this and send me a reply of what Xanadoos problem is. I've tired to do everything they have requested and the bank says they are getting their money. DB LUBBOCK, TX.