Netscape ISP

Warning! Don't Use Netscape as your
ISP (Internet Service Provider)...
Read This First

I used Netscape for several months when I unexpectedly sold my home quickly. Here’s what happened when I asked them NOT to continue billing my credit card.

My First Contact with Netscape

I contacted Netscape on October 5, 2005. I asked them not to terminate the automatic billing of my credit card in October, as I would be moving. Here is my actual chat conversation with the Netscape support representative:

October 5, 2005 2:20 pm MST
Session ID 1391335

Welcome Larry ...
Connecting to server. Please wait...
Connected to welcometoaol.mhi.aol.com
Welcome to Netscape Live Chat Support. A Customer Care Consultant will be with you shortly.
NSRepKidd has joined this session!

NSRepKidd says: Hello, Larry. Welcome to Netscape Live Chat Support. My name is Kidd. It's great to see you online today! You provided your Netscape® Internet E-mail Address as: larryandrew@netscape.com

NSRepKidd says: How may I help you, Larry?

Larry says: I will be moving in a couple of days and do not want to automatically renew my monthly billing.

Larry says: I believe I am paid up through October 9th.

NSRepKidd says: Okay, there is no Auto Renew. The only way you can renew is from here in the Help Line or going to the My Account part of your Netscape home page.

Larry says: Thank you

NSRepKidd says: Let me give you what I typed.
NSRepKidd says: Is there anything else I can assist you with at this time?

Netscape Automatically Bills my Credit Card, so I Email Netscape

My credit card was automatically billed for another month on October 10, 2005.  I was not very happy, so I sent an email on October 10, 2005 as follows:

I requested that my Netscape account not be billed that I was moving in a few days.

My account was billed! Please reverse that billing and let me know when that has been done. I DO NOT want to be billed automatically. If I want to continue the service, I'll log in and update my information. If this is a problem, then please cancel my account so I don't have to monitor it in the future.

Please email me at the following email address…

I attached a copy of my conversation with their Netscape representative as shown above.

The Email Response I received from Netscape

Dear Larry,

I understand that you were still billed even if you requested that your Netscape account will not be charged since you will be moving.

I apologize for the inconvenience this has caused.

Unfortunately, due to system limitations, we are unable to make changes to your billing date. Netscape Internet Service charges are debited from your payment method once a month on your billing date. You pay for the Netscape Internet Service in advance, so each month on your billing date, you pay for the next month's service.

In addition, Netscape does not offer an account hold plan. Netscape must expand and enhance the service in order to incorporate the plan you have asked for. Some of our biggest improvements have come from member opinions.

Because Netscape is excited about any improvements to the service, Member Services will be the first to have answers to questions about this and other features, as information becomes available.

However, if you would like to cancel your membership with us, please contact us by calling:

1-866-541-8233

Consultants are waiting to assist you and are available from 8:00 a.m. to 1:00 a.m. Eastern Time on weekdays and 10:00 a.m. to 10:00 p.m. on weekends.

Before contacting a Billing representative, please have your credit card or checking account number ready. We will need to verbally verify your payment information to protect the privacy and security of your account.

If you would like to send us your request via US Mail, you may send it to the following address:

Netscape Internet Service
PO Box 17180
Jacksonville, FL
32245-7180

My Final Contact with Netscape

I called Netscape as requested above to cancel my account and ask that my credit card charge be reversed.

The first Netscape representative I talked to said they could not reverse the charge. I was very unhappy and he sent me to a Netscape billing representative.

The Netscape billing representative said they could not reverse the credit card charge. She said I had logged on to the Internet on October 9^th, which I had done that morning because I was paid up through October 9^th. But, there’s more…

My Netscape account was cut off when I tried to log in a few minutes later that same day AND my credit card was charged for another month.

Dealing with Netscape on Credit Card Billing was a Major Hassle.

So, if you’re looking for an Internet service provider, I would STRONGLY suggest you avoid Netscape, unless you enjoy a lot of frustration and a company that bills your credit card when you ask them not to.

P. S. If my account was not paid through October 9^th, why did they not tell me during my first contact as I had indicated in my first contact AND…
Why did they bill my credit card and cut off the account on October 9th? You'd think Netscape would have at least left the account open after charging me!

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Netscape ISP