Peoplepc Personal Review

I used PeoplePC for a couple of years when I needed a backup to my cable connection. I thought I was happy with it and even thought about dropping my cable and going back to their dialup service to save money when I didn't need to be online consistently.

I'm glad I didn't.

Their service in this area is good; I still have no problem with it, but here's what happened when I tried to cancel the service.

I went through their computerized menu and got to the place where they're supposed to cancel accounts. I couldn't understand the first representative at all, so I hung up and called back. This time a woman answered and I could understand her a little better.

When she understood what I wanted, she went into a long, unintelligible spiel (at least that's what it sounded like from my end), and the only thing I could understand was a date two months ahead, which, she said, was free.

Frustration made me (blame it on the devil...) agree to whatever it was she'd said and I made a note to call them back before that date to see what the status of my account was. The next two months I didn't receive a bill, so I thought everything was OK and I let the date slip by without calling.

The next month, they charged my credit card, so I called them to see what was going on.

The first woman I spoke to:

I need your telephone number, please. I need your date of birth, please. I need your name spelled, please.

When I could get a word in edgewise, I told her that my credit card had been charged this month after the account had been supposedly cancelled two months ago. Then I gave her the information she asked for.

She said the account was still active, so I asked her to close it. She said, "I need to know why you are cancelling the account."

"I don't use it."

"Oh, I see. Do you have another service provider?"

"Yes, I do."

"Oh, I see. What is the name of the service provider?"

"I have a cable connection."

"Oh, I see. What is the name of the cable company?"

"Can I just get this account cancelled, please?"

"Cable service is not 100% reliable. A lot of people use PeoplePC for a backup service, don't you think that would be a good option for you?"

"I don't need it. I just want to cancel your service."

"I see by your account that you've used our service for two years. That means you're eligible for two months of free service. I'll make sure you get that."

"I don't want two months of free service, I want my account cancelled."

"I can't help you, but I'll transfer you to someone who can close your account."

I was transferred to a man with a slightly heavier accent who asked the same questions. After giving him the information and requesting the account be closed, he said, "I need to know why you are cancelling the account."

"I don't use it."

"Oh, I see. Do you have another service provider?"

"Yes, I do."

"Oh, I see. What is the name of the service provider?"

"I have a cable connection."

"Oh, I see. What is the name of the cable company?"

"Can I just get this account cancelled, please?"

"Cable service is not 100% reliable. A lot of people use PeoplePC for a backup service, don't you think that would be a good option for you?"

"I don't need it. I just want to cancel your service."

"I see by your account that you've used our service for two years. That means you're eligible for two months of free service. I'll make sure you get that."

"I don't want two months of free service, I want my account cancelled."

"I can credit the $10.95 that we charged you this month, but it will take a week to 10 days. We will keep the account active, and then you'll have to call us at that time and we will cancel it."

"How am I supposed to know which day to call?"

"You just count 7 to 10 days and then call. If you don't call, we can't cancel your account."

"But you will credit the money back to my credit card?"

"If you don't cancel your account, you'll have to pay the charges, of course."

"Can't you just cancel the account?"

"Yes, but it will take 7 to 10 days. Do you want us to credit you with the money we've already charged you?"

"Well, yes, I want my money back. You owe it to me, but do I still have to call you in 7 to 10 days?"

"We can't cancel your account unless you call us"

"But I called you today!"

"I can credit the $10.95 that we charged you this month, but it will take a week to 10 days. We will keep the account active, and then you'll have to call us at that time and we will cancel it."

"Can you just cancel the account now?"

"Yes, but I can't give you back the money we charged you until 7 to 10 days have passed."

"That's fine, just cancel the account."

"You'll have to call in 7 to 10 days to cancel it if you want me to credit the money we charged you."

At this point, I gave up. PeoplePC has $10.95 of my money but I have a cancellation confirmation number. I think I'll frame it and put it on the wall. It will remind me how much I like cable the next time it goes whacko.