VOOM told me they would waive the installation fee for my second receiver since that was the only thing that was keeping me from cancelling the other satellite service. I had them install it and cancelled my other service. VOOM charged me $200 for the installation and put it on my credit card. I called to get this charge reversed. I was told by a customer rep that they would turn it over to the escalation department and they would reverse the charges withing 24 hours and e-mail me as to the fact hey did this. I called back three days later and they told me that the person should have never told me this because it takes 72 hours to get a response from the escalation department. Now it has been over a week and nothing is being done. The person I talked to the second time says that all they do is turn it over to them and no one will ever hear from them until they are ready and no one can contact them. He was sure they were "reviewing" the charge. He read me the notes on my acount and read right from them that I was promised the waive of the installation fee. I'm beginning to think that that line will go away and they will remember nothing about it.
I definitely got the feeling from this person that he might as well have sarcastically said "Good Luck!" I don't think I will ever see this fee reversed unless I contest it through the credit card company. I owe them the monthly fee but feel I will never get this resolved without contesting the fee and having my service cut off.
Can anybody help me get around the firewall that they have set up between the people that handle these situations and the customer.
