JL
Jay L
1 reviews | Active since Apr 2022
11 Nov 2024, 08:28
Poor service
I am writing to express extreme disappointment and frustration with the service I've received from Clear Access. Despite being a new customer, having joined on October 28, 2024, I've encountered unacceptable issues.
On October 29, 2024, I received an invoice with a prorated date of October 25, 2024, which prompted me to log a query. To my surprise, the query was put on hold.
On November 8, 2024, my WiFi suddenly stopped working. Upon inquiry, the support department informed me that my WiFi was blocked due to an outstanding payment. I clarified that the invoice query was still on hold, awaiting resolution.
The support team escalated the issue to the accounts department, promising reinstatement of my account by tomorrow. However, this means I'll have spent three days without WiFi, unfairly penalized for an issue that isn't my fault.
As a customer, I expect:
1. Prompt resolution of invoice disputes. 2. Transparent communication regarding account status. 3. Reliable WiFi service.
The current service disruption and poor communication have fallen short of my expectations.
Helpful (0)
Replies (3)0
Replies (3)
Clear Access's replyOfficial
12 Nov 2024, 10:04Good day Jay Lee,
Thank you for your feedback regarding your experience with Clear Access. We acknowledge the issues you've faced since joining us, particularly with the invoice dates and the subsequent service disruption. We will credit your first invoice and ensure future billing reflects the correct start date. If you have any further questions, feel free to reach out.
Kind Regards,Clear Access
Thank you for your feedback regarding your experience with Clear Access. We acknowledge the issues you've faced since joining us, particularly with the invoice dates and the subsequent service disruption. We will credit your first invoice and ensure future billing reflects the correct start date. If you have any further questions, feel free to reach out.
Kind Regards,Clear Access
Clear Access's reply12 Nov 2024, 10:04
Official
Good day Jay Lee,
Thank you for your feedback regarding your experience with Clear Access. We acknowledge the issues you've faced since joining us, particularly with the invoice dates and the subsequent service disruption. We will credit your first invoice and ensure future billing reflects the correct start date. If you have any further questions, feel free to reach out.
Kind Regards,Clear Access
Thank you for your feedback regarding your experience with Clear Access. We acknowledge the issues you've faced since joining us, particularly with the invoice dates and the subsequent service disruption. We will credit your first invoice and ensure future billing reflects the correct start date. If you have any further questions, feel free to reach out.
Kind Regards,Clear Access
JL
Jay L's updateReviewer Update
21 Nov 2024, 11:39This was not done! Once and yet again, I am left with an abrupt internet connection because of outstanding invoice!
Apparently I was credited but reinvoiced and that’s why I am being cut off?
This is so frustrating at this point I want to cancel my account with clear access
Apparently I was credited but reinvoiced and that’s why I am being cut off?
This is so frustrating at this point I want to cancel my account with clear access
JL
Jay L's update21 Nov 2024, 11:39
Reviewer Update
This was not done! Once and yet again, I am left with an abrupt internet connection because of outstanding invoice!
Apparently I was credited but reinvoiced and that’s why I am being cut off?
This is so frustrating at this point I want to cancel my account with clear access
Apparently I was credited but reinvoiced and that’s why I am being cut off?
This is so frustrating at this point I want to cancel my account with clear access
JL
Jay L's updateReviewer Update
21 Nov 2024, 11:53Dear Clear Access Team,
I'm writing to follow up on your previous response regarding the issues I experienced with my service. You mentioned that I would be credited for the first invoice and that future billing would reflect the correct start date.
However, I've been disconnected again, and I believe this might be due to the credit and subsequent re-invoicing. Could you please look into this matter urgently and restore my service as soon as possible?
Additionally, I noticed that I've been charged a reconnection fee. Given that the disconnection was due to an error on your part, I believe it's unfair to charge me this fee. I would appreciate it if you could waive this fee and adjust my account accordingly.
As I understand it, your previous statement imp**** that:
1. You acknowledged the issues I faced, including incorrect invoice dates and service disruption.
2. You credited my first invoice, which suggests that I won't be charged for the initial period (in this case, November).
3. You assured me that future billing will reflect the correct start date, implying that from December onwards, my billing will be accurate.
I would appreciate it if you could clarify this matter and provide an updated invoice reflecting the correct charges.
I must express my frustration and disappointment with the ongoing issues and lack of clear communication from your team. Despite my initial enthusiasm for your services, I'm now considering canceling my account due to the persistent problems and inconvenience caused.
I hope you understand the gravity of the situation and will take immediate action to resolve these issues.
I'm writing to follow up on your previous response regarding the issues I experienced with my service. You mentioned that I would be credited for the first invoice and that future billing would reflect the correct start date.
However, I've been disconnected again, and I believe this might be due to the credit and subsequent re-invoicing. Could you please look into this matter urgently and restore my service as soon as possible?
Additionally, I noticed that I've been charged a reconnection fee. Given that the disconnection was due to an error on your part, I believe it's unfair to charge me this fee. I would appreciate it if you could waive this fee and adjust my account accordingly.
As I understand it, your previous statement imp**** that:
1. You acknowledged the issues I faced, including incorrect invoice dates and service disruption.
2. You credited my first invoice, which suggests that I won't be charged for the initial period (in this case, November).
3. You assured me that future billing will reflect the correct start date, implying that from December onwards, my billing will be accurate.
I would appreciate it if you could clarify this matter and provide an updated invoice reflecting the correct charges.
I must express my frustration and disappointment with the ongoing issues and lack of clear communication from your team. Despite my initial enthusiasm for your services, I'm now considering canceling my account due to the persistent problems and inconvenience caused.
I hope you understand the gravity of the situation and will take immediate action to resolve these issues.
JL
Jay L's update21 Nov 2024, 11:53
Reviewer Update
Dear Clear Access Team,
I'm writing to follow up on your previous response regarding the issues I experienced with my service. You mentioned that I would be credited for the first invoice and that future billing would reflect the correct start date.
However, I've been disconnected again, and I believe this might be due to the credit and subsequent re-invoicing. Could you please look into this matter urgently and restore my service as soon as possible?
Additionally, I noticed that I've been charged a reconnection fee. Given that the disconnection was due to an error on your part, I believe it's unfair to charge me this fee. I would appreciate it if you could waive this fee and adjust my account accordingly.
As I understand it, your previous statement imp**** that:
1. You acknowledged the issues I faced, including incorrect invoice dates and service disruption.
2. You credited my first invoice, which suggests that I won't be charged for the initial period (in this case, November).
3. You assured me that future billing will reflect the correct start date, implying that from December onwards, my billing will be accurate.
I would appreciate it if you could clarify this matter and provide an updated invoice reflecting the correct charges.
I must express my frustration and disappointment with the ongoing issues and lack of clear communication from your team. Despite my initial enthusiasm for your services, I'm now considering canceling my account due to the persistent problems and inconvenience caused.
I hope you understand the gravity of the situation and will take immediate action to resolve these issues.
I'm writing to follow up on your previous response regarding the issues I experienced with my service. You mentioned that I would be credited for the first invoice and that future billing would reflect the correct start date.
However, I've been disconnected again, and I believe this might be due to the credit and subsequent re-invoicing. Could you please look into this matter urgently and restore my service as soon as possible?
Additionally, I noticed that I've been charged a reconnection fee. Given that the disconnection was due to an error on your part, I believe it's unfair to charge me this fee. I would appreciate it if you could waive this fee and adjust my account accordingly.
As I understand it, your previous statement imp**** that:
1. You acknowledged the issues I faced, including incorrect invoice dates and service disruption.
2. You credited my first invoice, which suggests that I won't be charged for the initial period (in this case, November).
3. You assured me that future billing will reflect the correct start date, implying that from December onwards, my billing will be accurate.
I would appreciate it if you could clarify this matter and provide an updated invoice reflecting the correct charges.
I must express my frustration and disappointment with the ongoing issues and lack of clear communication from your team. Despite my initial enthusiasm for your services, I'm now considering canceling my account due to the persistent problems and inconvenience caused.
I hope you understand the gravity of the situation and will take immediate action to resolve these issues.