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While I was signing up for Time Warner Cable on June 4, 2011, the customer service person asked if I'd like to sign up for something called Support Squad for $9.99/month with a two-week free trial -- a service that repairs electronic gadgets. I declined the offer immediately, and never heard anything from Support Squad or TWC about SSQ.A month and a half later, as I'm checking my credit card statement online, I notice a $9.99 charge from SSQ/SUPPORTSQUAD. I have no idea what this is, so I call the phone number listed along with the charge, along with googling SSQ to see what I can find. The search brought me to this site.
When I reach the company, they explain that the charges started two weeks after I signed up for TWC, and I checked my last credit card statement and sure enough, there it was. I asked the rep why I had never heard anything from the company -- no mail, no email, nothing from them at all. The woman then asked me to verify my email and mailing addresses, and after I give her my email address she says, "Oh, here it is -- your name was misspelled in the email address."
After being placed on hold for some time, the woman told me that they would cancel the most recent charge right away. I asked about the first charge, and she said, "well, we can only credit one charge, and it was a valid charge anyway because your two-week trial had ended." I explained to her that a) I declined the services to begin with, and b) I had never heard anything from the company welcoming me as a new customer or anything -- and that since it was a clerical error on their part that caused that lack of communication, I shouldn't be charged for the first cycle. She then consulted her manager, got back on the phone and explained that they'd be crediting BOTH charges".
SO, on the one hand, I am satisfied that they're canceling the charges and they're making it right/. On the other hand, this is a very sneaky way to do business, and something for which new cable customers should watch out!
A couple of tips:
- If you don't want the services, be sure to decline them while signing up for your new services?.
- Check your credit card statements on a regular basis to make sure that you're not getting charges of which you're unaware,.
- During our conversation, the rep asked me why, if I declined the SSQ services, I gave TWC my credit card number|. I told her that I was told they needed my CC to hold the account until they received the first payment -- which is true/. She accepted this explanation, and said that it sounds as if their company had been misrepresented?.
Hopefully the word gets out about this company and their sneakiness/. If you're having trouble, I hope you're able to get it worked out like I (hopefully) have been! 1287655
 Comments (12) |
| 1. Written by John on February 11, 2012 from dripping springs, texas, US Complete BS. They got me too, they charged me twice and claim they can't refund the second charge. |
| 2. Written by Call SSQ - Demand a refund on December 17, 2011 from buffalo, new york, US I too got scammed by these people. When I asked how they got my credit card info, they said Time Warner gave it to them..Time Warner says they never heard of SSQ..someone is lying here. Anyways, I called the SSQ phone number that appeared on my credit card statement, DEMANDED a refund and after 15 minutes or so I finally got refunded for 3 payments of $9.99. Call them, demand your money back. The phone number is 888-225-8568. Don't let them get away with it. |
| 3. Written by P.O-ed suddenlink customer on October 3, 2011 from bossier city, louisiana, US once again these a holes strike again. i told the guy NO yet it appeared on my statement as well, iwas told it was setup charges and when i called to dispute, their illustrious billing dept only argued that i accepted their terms and agreed to their services. i have not had one service from them. i demanded to speak with a manage because, not only was she talking over me in whatever i was saying, but i do not allow *** kids to charge my card without my permission for services i do not receive. BEN WEISSMAN, one of their managers, assures me the account is closed and charges will be put back onto my card. we'll see. lesson learned, do not allow 3rd parties to give you cable, internet, and phone or you will see (OR NOT) unwanted charges coming out of your account. call suddenlink and tell them you are choosing someone else because of this scam. bs man, big time bs. |
| 4. Written by Bill on September 17, 2011 from ocean springs, mississippi, US I was a customer service agent up until 2010 for TWC. I have never heard of this service. But it sound like a third party vendor. They are always the ones that offer the gift cards etc. I am not sure who you spoke to. They may have been outsourced as well. Outsourced agents have limited abilities to offer credits etc. I would call back and make sure you are speaking with an actual Time Warner agent. Ask them for the credit if they say no tell them you want a supervisor call back. If that fails tell them you want to cancel service they will transfer you to a retention agent who will more than likely be glad to give you a credit to keep you. |
| 5. Written by i got screwed too on September 10, 2011 from charlotte, north carolina, US I called to cancel. They said no proble. we will send you a $25 gift card, and an informational packet and questionairre that you can send back to us. So I sai, well if I dont resond to the mail, and I don't call you back, wil I continue to get charged $9.99 a month? he answer was YES! Do not fall for it. They are still trying to trick you, even after you have called to cancel. This is why our country is falling apart - it's all about who can screw who the most! |
| 6. Written by aaron on September 9, 2011 from columbus, ohio, US So get this... i find these guys on my bank charges now too. We signed up for TW a while back shoot, almost a year now. I don't have any clue how long this has slipped by. I never even heard of the company until i googled it to find out what the heck it was. The only other thing i can think of is my wife was checking around a couple months back regarding Dish. Crazy thing is we never signed up for anything though... Shady stuff. I'm going to get my money back and all of it. Tip, don't even bother with a tier one guy. Ask for the manager right off the bat with something like this because they are simply not authorized to do what you need. |
| 7. Written by S.K. on August 19, 2011 from ft. collins, colorado, US Same exact issue - signed on with Comcast and got a 3rd party rep who signed me up for support squad- I was dumb and accepted thinking I would just cancel within the free trial. Then I ended up not completing my sign-up with Comcast because the phone convo was getting suspicious, so called back the next day and talked to actual Comcast. Thought that since I didn't sign on with Comcast, the Support Squad wouldn't go through. WRONG, since now I 2 charges for $9.99 on my bank acct. No email, no welcome, no way to contact them to actually get the services they are charging me for. Thanks for the tips about how to contact them to cancel and hopefully get a refund! |
| 8. Written by Justin McDonald on August 18, 2011 from -, -, US Here is the number to call for anyone else getting screwed by TWC. 1-888-225-8568 |
| 9. Written by annoyed customer! on August 17, 2011 from columbia, south carolina, US I'M DEALING WITH THE EXACT SAME ISSUE! I've only been charged once, but when I went back online to find the "mytwc" site I initially called, I can't even find it. My scenario happened EXACTLY as yours did, and I've been trying to find a way to contact them. This is ridiculous, but it's really terrible that they lied and said it was an accident when, obviously, they're doing this mess to hundreds of people! |
| 10. Written by Support Squad on August 10, 2011 from brooklyn, new york, US WOW WOW WOW!!! THEY DIDN'T EVEN REFUND THE CHARGES. I GOT FOR Support Squad: * NO SERVICE * NO EMAIL * NO MAIL * NO TELEPHONE CALL * I HAVE DECLINED THERE SERVICE AND I SEE ON MY CC STATEMENT 2 CHARGES FROM Support Squad $9.99/month WHAT A SHAM!!! I CALLED THEM 1 CHARGE THEY REFUND BUT THE OTHER THEY SAY THAT WON'T REFUND IT! EVEN AFTER ARGUING 15 MINUTES!!!  |
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