Clear is by far the worse customer service experience I have ever had in my life. It has been 3 days since I have been trying to cancel my service but with no luck. The people that work for them on the customer service side are outsourced overseas and apparently none of them have any clue about how anything works here in the US. I even spoke to a supposed manager based overseas who had no clue as well. I received a UPS label that I was supposed to use for the return of my equipment but the label was one that was already used for someone that expired in June for delivery in Nevada (and I live in Texas). On top of that they want to charge me a $40 cancellation fee even though I signed a month to month agreement. How this company continues to exist is beyond belief. Please stay CLEAR away from this fraud of an operation.
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thomas franks on September 19, 2011 at 4:24 PM
Clear is using the motoral wimax cpei 150 which in the opinion of others who have it is a unit that can’t hold a signal out to a clear tower…. It will repeatly drop the signal.You have to unplug the power to the thing to get it to reset itself… Of coarse clear customer service says it’s my computer….Wrong….. They just don’t care about the customer and there problems.. All they care about is that monthly fee….. It would be nice if the modem worked the way it’s should…. And if you don’t know it clear has been sued many times….Just look at this site for one lawsuit….http://www.courthousenews.com/2010/11/17/Internet.pdf
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Tobin on September 21, 2011 at 8:32 PM
Very unsatisfied!!!!!!!!!! Was told by Csvc I can switch from a USB to Modem plan for $19 per month. Called back and NO ONE knows about this. Calls go to the Phillipines and these guys have NO CLUE.
another bad experience.
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Ruth on September 24, 2011 at 3:27 PM
I was just on the phone for an hour trying to cancel my service. At first, they tried to get me to keep it, but I have already switched to someone else, because Clear’s internet service was terrible. I was told there would be a cancellation charge but I had just paid for a month on the 18th, and I wanted that to go towards this fee. He told me that wouldn’t work and they would keep my the rest of my money. I told them I didn’t like that and asked to speak to a supervisor. After being on hold for a long time, he came back on the line and tried to tell me they would enhance my service, and I said NO. I did not want their service and I didn’t want to pay anymore. I asked again to speak to a supervisor. Another 20 minutes go by, and he comes back on the line to tell me they were setting up a “ticket” to cancel my service and apply the remaining funds to the $40 cancellation fee. Now I have to wait and monitor my credit card account to make sure they don’t charge me anything. Guess the point is, if you tell them that it’s unacceptable to keep your money, that you will take them to court and insist on speaking to a supervisor, they may see things your way.
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Richard N. on September 26, 2011 at 10:55 AM
I am not sure what all these complaints are about. I did have wavebroadband cable internet. They raised the price every other month even though I had a 12 month written contract. The connection was as slow as a government worker and when the wind would blow the cable would always go out. I got CLEAR and instead of doing a two year contract I bought my equipment for $120-. CLEAR’s speed is probably 5 times faster than the cable I had it set up and running in less than 5 minutes. I pay $45- a month, $9.00 less than the cable and faster and more reliable service. Also the cable company informed me that they were going to start charging overages. CLEAR came at the right time for me. I’ll never go back to cable, ever.
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Richard N. on September 26, 2011 at 10:59 AM
PS since I got rid of wave broadband cable I am using a digital antenna on my roof. The picture quality is 50 times better than cable and I get more free channels that cables basic package.
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Michele David on November 7, 2011 at 7:53 PM
Do not give them your credit card number. They will charge you the cancellation fee if you try to cancel. They told me it was $110. I never even clicked “accept” on the web site to accept the terms. This company is a rip off in the final throws of bankruptcy. Don’t believe the jokers saying the speed is great. It’s a hoax. I could not run my ip phone over the connection and videos were choppy at best. The techs at clear said 5mbps was a good speed for them. That is NOT fast enough for on line games or videos. They told me I would get two months free when I tried to cancel. What a rip off. What happened to the FCC? This is like the wild west again. People can rip you off and there is nothing you can do about it. The government won’t enforce the laws we have. We should get together and file a class action law suit against them. I’m calling my lawyer.
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Nosharm Taylor on November 17, 2011 at 10:34 PM
In the beginning I had nothing but praise for Clear and I year later, I WANT TO GO POSTAL because of them. Their customer service REALLY REALLY REALLY SUCK! Basically I have had no issues with the service, but trying to get an issue resolved is like breaking into Fort Knox! I’m going to report them to the BBB right after this post, and i definitely agree with Michael David on November 7, 2011, WE SHOULD FILE A CLASS ACTION SUIT AGAINST THEM!
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AJ on December 13, 2011 at 10:50 AM
I agree with all of the complaints above. I have had Clear since its inception approx. 6 years ago. They sales person and reps at the time were Americans. They had a rough start in the beginning, but I assumed it was because they had to get the “bugs” out and they did. I did not have any major problems with their customer service until I found out they were out of the country call center. Then in 2010 I started having problems with them and their 4G devices. First their Clear 4G devices started breaking at the point where the portion of the device that goes into your PC broke on me twice on two different devices which was replaced. In 2011 the latest deal breaker with me was, they charged my account $99.00 for a device they said I did not return to them a year ago, when in fact I never received the device. I found out that they sent the device for one of my broken devices to the wrong address in another state that I previously lived in. They said they would investigate and they would get back to me in 3-5 days, but the very next day after the phone conversation with the accounting department (they transferred me to accounting); I got a message that they denied my request for a refund because I did not “verify my address” (I do not believe they did a investigation because of the time frame), which was not true because they had my current address on file because I received a hotspot from them way after the time the so called device was not received. I called and tried to talk to Accounting again and was told by the foreign call center they did not have the phone number or extension for the accounting department. Their reps even accused me of lying to them about the device and where I lived. All of this took about a week and a half trying to understand what took place and trying to explain where and I lived and when I lived there. A lot of the reps I talked to were difficult to understand and they had a difficult time talking to me. I immediately closed my account and sent back the hot spot that I had at the time and will never use Clear again and will not recommend them to anyone.
Like or Dislike: 00
Sandra Harrison on January 3, 2012 at 12:43 AM
January 2, 2012
Craig Rains
Clear.com
Dear Mr. Craig:
On Dec. 9, 2011, I called Clearwire to have my service disconnected. Due to undependable service. BJ, she stated that she could not help me, but she would transfer me to Account Services. I spoke with Patrick. He asked me when I wanted it disconnected (3 times) and I told him, 3 times, “today.” He told me that he would disconnect it. I also asked him I asked him for a refund for 22 days that I had paid for, in advance, and would not need, he advised me that they do not give refunds.
I called Clearwire today, Jan. 2, 2012 to check on the status of my refund and, Leslie, advised me that my service was not disconnected on December 9, 2011. I told her that I wanted it disconnected retroactively to December 9, 2011. She stated that she could not do that and that she would transfer me to Account Services. Spoke with John. I explained to him the whole story, again, and he said he could not retroactively date it December 9, 2011. I, also, told him that I wanted a refund for the 22 days that I had paid for in advance (Clearwire takes $50.37 out of my Visa Card) and would not be using. He advised that Clearwire does not give refunds. After being on the phone for 37 minutes, at that point, I asked to speak to a supervisor. In the meantime he put through a disconnect for my service today, January 2, 2012, so I am not due a refund. I asked to speak to a supervisor. He eventually connected me to Frank, the shift supervisor, I explained this whole issue to Frank, again! He stated that my service has been disconnected, I asked from what date. He stated January 2, 2012. I was beside myself! I told him I wanted the disconnect dated December 9, 2011 and a refund for the 22 days that I did not use. He said my service was disconnected today so there was no refund. I was getting angry after trying to tell him this can be taken care of, all he had to do was cancel the disconnect dated January 2, 2012 and back date the disconnect for December 9, 2011. He insisted that it could not be done and I advised him that someone can do that, that I have been working on computers since 1982, before Windows was used and it can be done. Finally, I asked him where he was at, he answered “South America.” I advised him at that time that I would be to be contacting people that can help me and it will be Federal Agencies. I had to hang up as I was so irritated at that point that I just could not talk to him any longer.
Clear is by far the worse customer service experience I have ever had in my life. It has been 3 days since I have been trying to cancel my service but with no luck. The people that work for them on the customer service side are outsourced overseas and apparently none of them have any clue about how anything works here in the US. I even spoke to a supposed manager based overseas who had no clue as well. I received a UPS label that I was supposed to use for the return of my equipment but the label was one that was already used for someone that expired in June for delivery in Nevada (and I live in Texas). On top of that they want to charge me a $40 cancellation fee even though I signed a month to month agreement. How this company continues to exist is beyond belief. Please stay CLEAR away from this fraud of an operation.
Like or Dislike:
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Clear is using the motoral wimax cpei 150 which in the opinion of others who have it is a unit that can’t hold a signal out to a clear tower…. It will repeatly drop the signal.You have to unplug the power to the thing to get it to reset itself… Of coarse clear customer service says it’s my computer….Wrong….. They just don’t care about the customer and there problems.. All they care about is that monthly fee….. It would be nice if the modem worked the way it’s should…. And if you don’t know it clear has been sued many times….Just look at this site for one lawsuit….http://www.courthousenews.com/2010/11/17/Internet.pdf
Like or Dislike:
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Very unsatisfied!!!!!!!!!! Was told by Csvc I can switch from a USB to Modem plan for $19 per month. Called back and NO ONE knows about this. Calls go to the Phillipines and these guys have NO CLUE.
another bad experience.
Like or Dislike:
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I was just on the phone for an hour trying to cancel my service. At first, they tried to get me to keep it, but I have already switched to someone else, because Clear’s internet service was terrible. I was told there would be a cancellation charge but I had just paid for a month on the 18th, and I wanted that to go towards this fee. He told me that wouldn’t work and they would keep my the rest of my money. I told them I didn’t like that and asked to speak to a supervisor. After being on hold for a long time, he came back on the line and tried to tell me they would enhance my service, and I said NO. I did not want their service and I didn’t want to pay anymore. I asked again to speak to a supervisor. Another 20 minutes go by, and he comes back on the line to tell me they were setting up a “ticket” to cancel my service and apply the remaining funds to the $40 cancellation fee. Now I have to wait and monitor my credit card account to make sure they don’t charge me anything. Guess the point is, if you tell them that it’s unacceptable to keep your money, that you will take them to court and insist on speaking to a supervisor, they may see things your way.
Like or Dislike:
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I am not sure what all these complaints are about. I did have wavebroadband cable internet. They raised the price every other month even though I had a 12 month written contract. The connection was as slow as a government worker and when the wind would blow the cable would always go out. I got CLEAR and instead of doing a two year contract I bought my equipment for $120-. CLEAR’s speed is probably 5 times faster than the cable I had it set up and running in less than 5 minutes. I pay $45- a month, $9.00 less than the cable and faster and more reliable service. Also the cable company informed me that they were going to start charging overages. CLEAR came at the right time for me. I’ll never go back to cable, ever.
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PS since I got rid of wave broadband cable I am using a digital antenna on my roof. The picture quality is 50 times better than cable and I get more free channels that cables basic package.
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Do not give them your credit card number. They will charge you the cancellation fee if you try to cancel. They told me it was $110. I never even clicked “accept” on the web site to accept the terms. This company is a rip off in the final throws of bankruptcy. Don’t believe the jokers saying the speed is great. It’s a hoax. I could not run my ip phone over the connection and videos were choppy at best. The techs at clear said 5mbps was a good speed for them. That is NOT fast enough for on line games or videos. They told me I would get two months free when I tried to cancel. What a rip off. What happened to the FCC? This is like the wild west again. People can rip you off and there is nothing you can do about it. The government won’t enforce the laws we have. We should get together and file a class action law suit against them. I’m calling my lawyer.
Like or Dislike:
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In the beginning I had nothing but praise for Clear and I year later, I WANT TO GO POSTAL because of them. Their customer service REALLY REALLY REALLY SUCK! Basically I have had no issues with the service, but trying to get an issue resolved is like breaking into Fort Knox! I’m going to report them to the BBB right after this post, and i definitely agree with Michael David on November 7, 2011, WE SHOULD FILE A CLASS ACTION SUIT AGAINST THEM!
Like or Dislike:
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I agree with all of the complaints above. I have had Clear since its inception approx. 6 years ago. They sales person and reps at the time were Americans. They had a rough start in the beginning, but I assumed it was because they had to get the “bugs” out and they did. I did not have any major problems with their customer service until I found out they were out of the country call center. Then in 2010 I started having problems with them and their 4G devices. First their Clear 4G devices started breaking at the point where the portion of the device that goes into your PC broke on me twice on two different devices which was replaced. In 2011 the latest deal breaker with me was, they charged my account $99.00 for a device they said I did not return to them a year ago, when in fact I never received the device. I found out that they sent the device for one of my broken devices to the wrong address in another state that I previously lived in. They said they would investigate and they would get back to me in 3-5 days, but the very next day after the phone conversation with the accounting department (they transferred me to accounting); I got a message that they denied my request for a refund because I did not “verify my address” (I do not believe they did a investigation because of the time frame), which was not true because they had my current address on file because I received a hotspot from them way after the time the so called device was not received. I called and tried to talk to Accounting again and was told by the foreign call center they did not have the phone number or extension for the accounting department. Their reps even accused me of lying to them about the device and where I lived. All of this took about a week and a half trying to understand what took place and trying to explain where and I lived and when I lived there. A lot of the reps I talked to were difficult to understand and they had a difficult time talking to me. I immediately closed my account and sent back the hot spot that I had at the time and will never use Clear again and will not recommend them to anyone.
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January 2, 2012
Craig Rains
Clear.com
Dear Mr. Craig:
On Dec. 9, 2011, I called Clearwire to have my service disconnected. Due to undependable service. BJ, she stated that she could not help me, but she would transfer me to Account Services. I spoke with Patrick. He asked me when I wanted it disconnected (3 times) and I told him, 3 times, “today.” He told me that he would disconnect it. I also asked him I asked him for a refund for 22 days that I had paid for, in advance, and would not need, he advised me that they do not give refunds.
I called Clearwire today, Jan. 2, 2012 to check on the status of my refund and, Leslie, advised me that my service was not disconnected on December 9, 2011. I told her that I wanted it disconnected retroactively to December 9, 2011. She stated that she could not do that and that she would transfer me to Account Services. Spoke with John. I explained to him the whole story, again, and he said he could not retroactively date it December 9, 2011. I, also, told him that I wanted a refund for the 22 days that I had paid for in advance (Clearwire takes $50.37 out of my Visa Card) and would not be using. He advised that Clearwire does not give refunds. After being on the phone for 37 minutes, at that point, I asked to speak to a supervisor. In the meantime he put through a disconnect for my service today, January 2, 2012, so I am not due a refund. I asked to speak to a supervisor. He eventually connected me to Frank, the shift supervisor, I explained this whole issue to Frank, again! He stated that my service has been disconnected, I asked from what date. He stated January 2, 2012. I was beside myself! I told him I wanted the disconnect dated December 9, 2011 and a refund for the 22 days that I did not use. He said my service was disconnected today so there was no refund. I was getting angry after trying to tell him this can be taken care of, all he had to do was cancel the disconnect dated January 2, 2012 and back date the disconnect for December 9, 2011. He insisted that it could not be done and I advised him that someone can do that, that I have been working on computers since 1982, before Windows was used and it can be done. Finally, I asked him where he was at, he answered “South America.” I advised him at that time that I would be to be contacting people that can help me and it will be Federal Agencies. I had to hang up as I was so irritated at that point that I just could not talk to him any longer.
Please look into this matter and contact me at: proudnana0213@comcast.net.
Your prompt attention to this matter will be greatly appreciated.
Thanking you in advance.
Sandra Harrison
cc: Better Business Bureau
San Francisco Fraud Department
Washington, DC Fraud Department
FCC
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