Clear Customer Service Complaints - page 2

We had CLEAR for a few years and then the service got terrible. We could not use our phone or get incoming calls. Repeatedly I would call them or chat and do the same thing over and over again. Unplug the system and restart it. It would work for an hour or so and then not. Finally I went to Century Link and have had no problem what so ever. I have since tried to contact CLEAR because they now want money for a service I did not have. They tell me that I will be back with them because I won't be happy with my new provider. I tried over and over to explain to them the situation and why I changed. They wanted to update my service even though I told them the service I had didn't work. What are they thinking? It is like they are not listening to you when you speak to them or they just don't want to hear your complaints. Enough of CLEAR as far as I am concerned they just take your money with no service.

We are winter Texans and thought Clear 4g Wireless would be our best short term internet solution. The actual internet would warrant 4 stars (intermittent outages due to fog), but the so-called customer service is the worst I've ever experienced. In November I ordered the service to begin December 1 and purchased their modem. It took forever because the salesperson kept telling me what he "was going to try to do for me", I had to finally tell him to either sign me up without more conversation or I was getting off. Instead of December 1, they started billing immediately on November 15. I figured they had only ripped me off for $25 and it wasn't worth another 45 minutes to try to complain.

Getting ready to go home, I tried to cancel my service as of April 1. They seemed to think it could not be done for a future date. After transfers to folks with less and less English, I finally got it through to them that Clear does not exist in my home area. They agreed to cancel as of April 1, but no credit for the additional 1/2 month. Hopefully they will actually cut it off and not continue charging my card, since I set it up for automatic billing and cannot cancel it online.

I was very pleased with the internet, but I'll look for another solution next winter rather than deal with incompetent customer "service".

Put on hold for well over 30 minutes. Could not understand the customer service representative in India who sounded lost. Issue was still not resolved.

I signed up for mobile services and many location I could not get connection. I paid $50.00 for nothing since at DFW I cannot get connection and many location in big city like Dallas, Carrollton.
I called to cancel the service and it took more than 30 hrs just to get a cancelation. Furthermore, the customer services came from oversea and you could even understand what they talk about so I have to ask them again in order to get what they were saying. So stay away from this internet services provider.

I have had Clear for 3 months . 1st month was great. Been downhill ever since. Sales agent talked me into the $50 plan because "You'll love the streaming experience". Ha! Yeah right!
Bought the service($50/monthly) and the modem($50/refurbished). Bought a new router($40). Bought a Roku 2 XS Streaming box($98). So now I've got roughtly $200 in equipment and this amazing hi-speed service. Let's watch some movies!, after all the access is unlimited, right? Wrong! After you cross some invisible line your service will be throttled to what might pass for poor dial-up service. Tech support will try to get you to jump through hoops in hopes you will just go away. Only after persistent calls will a tech person finally admit your access is limited because of congestion due to high usage. When you confront them and want an explanation, they go into a prepared script and forget about going higher up the chain, management is will insulated freom the customer base. STAY AWAY FROM CLEAR!!!

Horrible customer service. Could not seem to understand that I found another, FASTER ISP.
Transferred multiple times before able to cancel my account. And had the stupid outsource-to-India barely understandable customer service reps reading from scripts.

I am very frustrated with clear's customer service. This is one of many attempts to get information from a clear internationl customer service reps that simply waste your time. Recently, after calling several times about updating my CCard information so the card does not expire the card is expired because not one of the reps could help even after giving them my cc number they could not find what the error problem was. So they were given a different cc and they too have the same error peoblems I get. I asked for an American agent and was transferred to another internationl rep that could not help. This happened 4 times. I went on line and the chat agent could not help either. So my frustration comes from a payment page that does not allow you to manage your billing information and agents that cannot help.
RV762931

I have had this company for years. I have been overall happy with their Internet service. HOWEVER, I have just had one of my email addresses "deactivated" for the THIRD time. They deactivated it without my knowledge or permission. Now my family and friends don't have my email anymore. According to Clear, there is nothing they can do about it. And in the chat, they didn't even bother apologizing for it!

WiMax has potential in the future... but not right now. This company has major problems - service, technology, business model, customer relations. Our service has not worked consistently for the better part of 1 year and attempts to resolve have turned into additional fees and ultimately failed attempts to correct connectivity, speed and hardware failures. Cancellation requests have fallen on deaf ears but they debit fees right on time without fail! This company is the epitome of failed technology companies. FTC, AG, BBB should all be on alert. BUYER BEWARE!

I agree with the previous comments about CLEAR. If you call to cancel the service, the cancellation service rep will offer you free service, but it's all lies. Don't believe them. The customer service rep are trained to lie to their customers. All their customer service and technical support are outsourced to other countries. Their heavy accents are hard to understand and the connection is bad. The worst thing is that they will promise you something that will not happen. It's almost impossible to cancel their service. I tried to cancel the service after 2-week incorrect equipment/weak signal problems. The tech support tried but couldn't improve the signal. The customer service req told me that there would be a $40 early cancellation charge. I told him that I have only been customer for 2 weeks and it's within the 30-day trial period. If they charge me early cancellation fee, I'll dispute the charge and file a complaint with the State Attorney General. Then he said that there won't be any charges. BE WARNED, NEVER SIGN UP FOR CLEAR SERVICE. The worst company ever.

Their customer service is HORRIBLE! Be warned, once Clear gets you as a customer, they make it almost impossible to leave them. You are not able to get a knowledgeable customer service rep as they have outsourced all customer service to people who do not have any authority to make decisions for the customer. Then they will constantly have an auto-dialler call your phone constantly. Be warned...it is like a maze, once you get in, it is almost impossible to get out!

not only the service is bad.
they or some one from CLEAR.
been using my name and credit card.
and clear do not cansel the service to
who is using my name with other location
that is not my house.
so be careful.
hector.

I have had Clear service for about 3 years now. The ONLY reason I keep it is because of the price. But you know what...you definitely get what you pay for. When in contract, the signal was BAD and every month and most times weekly, I called in to complain. Now i am out of contract and the signal strength is better and consistent and I do not have to call in every month. But now whenever I do have to call them, the customer service is BAD!!!!!!! The people answering the phones are not very well versed in English. They think they are fixing the problem and tell you the problem is fixed, when really, you end up calling back and talking to someone else because the first person did not fix the problem. More times then not, I have to talk to a supervisor because the reps answering the phones rarely fix the issue. And honestly, every time I call, I am on hold a majority of the time and each call lasts a minimum of 30 even for the most simple request. Geesh...Clear may offer a good price, but the quality of service is the worst. bye bye Clear. There are way too many options out there for anyone to suffer going through these headaches with them.

I will be cancelling my service with Clear very shortly after my horrible experience with them. Everything was fine the first month or two but within the last month I had to program their number under my phones speed dial; my interest was ridiculously slow, my hot spot broke, and then my hot spot stopped working altogether. Dealing with their customer service is a joke, they don't know what they are doing the majority of the time, long waits on hold, and the problem is never resolved. Clear is a joke and I agree with the many people who say, "stay away from Clear, you'll regret it if you don't".

I have been trying to cancel for 60 days, and still have not been able to. The person who answers the phone is not authorized to accept cancellations. You can call another number to talk with another person who is also not authorized to accept cancellations. I want to return my equipment but they have been going to mail me a label (12 requests= 0 labels) which somehow never arrives. Once they have your credit card you cannot remove it from your bill. I tried to return my equipment to their store where I had purchased it to be told that the store can only sell things and is unable to provide any customer service (they did give me a different 800 number which also connected me with someone else who could not help me, and when I complained they asked me to leave. Threw me out!!!! Typical of their total customer service. KEEP AWAY FROM CLEAR OR YOU WILL REGRET IT MAJORLY!!!

Clear has the abosolute worst customer service of any company that I deal with on a regular basis and definitely of any company that provides internet service. It is almost impossible to talk to a person regarding anything on your account unless you are calling to establish new service and when you do actually reach a live person, you can hardly understand what they are saying due to the strong accent that they are speaking to you in probably because their customer service department is located in India.
When you establish new service with Clear, you have to pay them right then over the phone for your first month of service and then each month there after Clear will charge your card that you gave them over the phone when you established your new service. They will not be sending you a bill and if you take the card # off the account, your service will end in 30 days. They do offer you an option of paying by Western Union or a money order but then their are more fees involved.
Have not really had problems with my service as of yet since I only established service with them at the first of June. But they did originally send me the wrong modem device that was not intended for wireless use. Called back and they sent out the new device and were suppose to send out a box and a label for the return of the old equipment but I never recieved either instead they charged my card that I used to originally pay for the first month of service and so when I called and got no one on the phone to try and resolve this I had to communicate back and forth with someone via internet chat. I still had no box or label so another call was made and they finally emailed a label and I just found my own box to send it back. It has now been a month since I sent the equipment back and they still have my money that I paid for the unreturned equipment.
I again pick up the phone and call. I finally get someone on the phone but I can barely understand what they are saying due to their broken English and heavy accent. I was told that they would write up a ticket and get back to me regarding it within 48 hours.

Worst customer service experience of my life. They transfer you way to much to more people that are invalids. You end up waiting on hold for the next available representative for 30 plus minutes at a time. They also harrass you with automated voice mails saying you owe them money, when you do not. Stat very Clear from Clear!!!!!!!!

I canceled over a month ago (the service/signal was awful). A few weeks ago they started calling me, leaving automated messages saying I owed them money. When I finally got through to a person, they said they didn't receive the modem which I had sent back using their label. Said he would "open a case to investigate". Clear called me yesterday, left a message to call them back. Return number was their customer service number, which requires me to run the gamut of touch button options and I end up talking to someone who doesn't know anything about this (after being on hold for awhile, of course). He opens another case, puts me on hold multiple times, and still knows nothing! This is useless, and they are still auto-calling me saying I owe them money.

Internet service is very slow!!! To cancel your account was like pulling teeth. The lady I spoke to named Holly, tried to tell me I had to pay for the whole service even though I only had it for 5 days. I have been waiting for my refund and its been 3 weeks now, they keep giving me excuses. Last person I spoke to named Rechelle was very rude and I had to repeat myself over and over. She seemed lost and confused. I would never recommend CLEAR to anyone!!!!

I went to sign up for a no contract internet connection. I was told by the represenative that it was no contract and that I woud pay $49 amonth for service. Everything went ok at first they charge me 49 dollars a month on my debt card then I kept getting droped signals couldn't get on the internet. So I went with another service. I called to cancel my service for the 29th as they charge me on the first for the new month. I was then told I would have to pay a early terminatation fee. For what I ask? for terminating your contract was the reply what contract i never signed no contract. I didnt want a contract well to make a long story short I faught with customer service, a supervisor until I got really mad and told them to disconnect and hung up and called my bank and had to cancel my debt card. so now i have no card. They have hidden fee's and the worst customer service i told them I'd tell everybody I know.

The Clear service was terrible. It's un- clear, unprofessional, unfriendly, and unpleasant all the way!!! The internet connection was off during the thunderstorm. It didn't come back until 2 days later. The technical dept. line was busy for 2 days and nobody answered and nobody knew what happened. I went to the sales person to exchange the device from usb to rover and the service person on the phone dto do it. I cancelled the service immediately after one day trial (and another day without service at all). It took them 5 days to send me the UPS label via email. (It's slower than the snail mail! But it would take even longer about 7- 10 days to mail you the label.)It took 3 days to ship the device via UPS and it's going to take 3 to 4 days to process the device from warehouse to inventory. I'm still waiting for my refund. Something that is too good to be true turns out it's horrible than you think. What a terrible unlimited usage means no service at all or partial service. Oh, by the way, the average waiting time to talk to a customer service is 10 min for each dept.. I waited 22 min just to know how long they will process the refund. I would not recommend this "Clear"ly wrong service to anyone, ever.

THIS IS THE WORST SERVICE I EVER EXPERIENCED IN MY LIFE. I JUST TRIED TO CANCEL TWO OF MY 3IN1 SERVICE BECAUSE THE SPEED IS WAY TOO SLOW AND CANNOT FIT IN MY NEED. IT TOOK ME 10 DAYS TO CALL THEM MANY MANY HOURS ON HOLD OR BE DISCONNECTED WHEN THEY KNEW MY REQUEST AND SAYING THEY NEED TO TRANSFER ME TO THEIR ACCOUNT SERVICE... MY CANCELLATION REQUESTS NEVER BE COMPLETED.

I was fortunate enough to enjoy the clear services for the first 3 weeks of the contract, and it all went south on quality, reliability and customer service was poor. I wish their customer representatives could better over the phone. For one issue I get passed around as soccer ball. They transfer the call without notice and do not give you a reference number in case of discinnection. Being lied to is common practice, the same "so called" documented concern is documented during every conversation. Their coverage area is so patchy you move a few steps to the left or right and you loose signal,(so much for mobility. I knew the service was too good to be true and I understand the strategy to try to keep a customer but the lies and the lack of expertise is a killer.
Overall I am not please with their service. I will not get their services again and highly discourage anyone from signing a contract with them.

THE SERVICE HAS BEEN BAD FOR ME THIS PAST MONTH, IHAVE HAD TO CALL EVERY DAY TO HAVE MY SYSTEM UPDATED IN ORDER TO USE IT..MY PHONE WOULD GO OUT AS WELL,SO I HAD IT DISCONNECTED AND WAS TOLD BY CLEAR THAT MY MONEY WOULD BE REFUNDED TO MY ACCOUNT, IT NEVER HAPPENED,I WAS CONSTANTLY LIED TOO.
I DECIDED THAT I WANTED TO CANCEL DUE TO POOR SERVICE, THEY REFUSED MY REQEST AND WANTED ME TO PAY THEM WHEN THEY OW ME..THIS IS NOT A WAY TO TREAT PEOPLE. CLEAR KEPT MY MONEY AND TOLD ME THEY APPLIED IT TO MY REMAINING ACCOUNT, THEY ARE HORRIBLE TO DEAL WITH.

I hate it!!! Worst service, customer service. How can they claim to be reliable and cheaper than the competitors when they aren't. I have to wait anywhere from 2 to 5 minutes just to watch a 2 minute video.