Open Forum

I have tried for more than a month to cancel our service immediately, but have been unsuccessful. Since February 4th, when I filed my first request, the only response I have received is a form email stating that my account will be closed on a future date. When I have submitted tickets, I have heard from technical support people who say they have messaged a customer service person, but I still have not had any direct communication. The customer service phone number has been hanging up on me, and I am just at a loss for where to go. If anyone knows something that I am missing, I welcome the input. 

Hi Jon, we're sorry for the frustration you have had getting your service cancelled. One of the Cancellation Managers will reach out to you to resolve this issue.

Alison - We're having trouble with this too. We submitted a cancellation request on August 19th. In that request, we specified a cancellation date prior to our contract end date. Instead of getting an explanation of what the ETFs would be, we received a generic message about cancelling at our account at contract end date. The message also said, if we cancel early that we'd be subject to early termination fees. We are aware of this fact and need to know what the ETF would be for a Nov 1st cancellation. We even commented on the case but no one has replied. This is preventing us from making an informed cancellation decision. There's no number to call and there's no specific person to email. We reached out to our account rep and he said someone from the cancellation team would help us. We reached out to support but they say they don't have the ability to help since this is a cancellation issue. I created a "Question" about it on here as well

Hi Rudy, I am sorry you are having these difficulties. I have asked the Canellation team to contact you to discuss your cancellation questions.