Billing contact information - case # 28729701

[Darthsideous]

I am becoming extremely frustrated with Netgear support and the inability to contact someone concerning billing.  I purchased a CVR plan on June 20th but changed it to an Elite plan due to the impact the CVR was having on my WiFi.  I made the change on July 9th.  I was billed $148.50 in June and another $17.17 in July, when the change was made.  On July 21st my plan reverted back to a basic plan, for some unknown reason.  I was billed both the mentioned charges on my credit card, which were approved and went through.  I contacted support through chat and email, as well as by telephone.  I have been given nothing but a runaround, and can't seem to get a refund or a reason for the change in my plan?  There is no telephone number for a billing department that I can find.  Buyer beware, Netgear will be more than happy to take your money but when you have an issue, you can't get the necessary support.  I shouldn't have to resort to disputing the charges with my credit card company to get what I paid for or to obtain a refund, but that it where I am at.  Netgear you need to get it together and treat your consumers better!  

[JamesC]

Darthsideous,

I have reviewed your open support case. This case has been escalated and the customer care team is currently working to resolve the issue.

Please refer to your open support case for additional updates. If you need further assistance, please let me know, I would be happy to help.

JamesC

[Darthsideous]

Hello James C.

Don't take this the wrong way, because I certainly appreciate that you responded to my post.  Netgear support has told me the same thing you did, about my case being escalated, which was 5 days ago now.  I was even told that I would receive a refund as well!  This has been nothing but a stall tactic apparently, since nothing that I was told has yet to happen.  I am not sure why my subscription was changed, however, since Netgear's system changed it and by Netgear's own policy, I should have received a refund for the unused portion without even having to contact or inquire about it.  I am dumbfounded at this point and can't believe that a company like Netgear could complicate something so simple?  The support team that is in place to handle these matters are obviously clueless on how to resolve something as simple as my issue.  Netgear needs to provide information on how to contact a billing department so matters like this can be quickly resolved.  Either way, I am confident that my credit card company will be able to address this much quicker.

Allen