Not resolved
Customer service
Diversity of Products or Services

After experiencing intermittent internet slowdowns and outages, I contacted Exede to complain. After a couple back and forth communications, they stated that it seemed that my issues were being caused by "congestion" in my area. Considering that "congestion" is nothing that I can control, and that the only solution was for Exede to increase their capacity in my area, I felt that they were admittedly unable to supply the very service that I was paying them to provide. At this point, I decided to terminate service with them and go with another provider, in this case, Comcast Cable.

I wrote Exede to cancel my service and they responded by asking me to call them and discuss the issue. When I did so, I was told by the agent that I would have to pay an early termination fee. I responded by telling the agent (as I had in my email) that in my opinion, I should not be charged a fee because they had basically defaulted on our service contract. The agent responded by offering me a 50% discount on the fee, to which I replied that although I appreciated their offer, I felt I should not have to pay anything in this case. I further asked to speak with a supervisor about the issue. The agent placed me on hold and after a while, came back on the line and stated that they would agree to waive the fee altogether.

A couple weeks later, I was billed the full amount of the early termination fee on my credit card.

When I called Exede to complain about the credit card charge, I was told that even though the agent had told me that the charge would be waived, "corporate" had denied the request to waive the fee, stating that early termination due to "congestion" was against their policy.

I have never dealt with such a dishonest company.

Reason of review: Poor customer service.

Monetary Loss: $118.

Preferred solution: Full refund.

I didn't like: Customer service, Product quality, Value.

Company wrote 0 private or public responses to the review from Mar 05, 2015.
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Thank you for your email. I'm glad we were able to take care of things for you, though we're sorry to lose you as a customer. If you need any further assistance, please do not hesitate to reach out to us.

Thank you.

-Exede Beau



I'm really sorry to hear of the negative experience you had with our service. First with the speeds and then with the early termination fees.

Please send me an email at with your account information and I will get this resolved for you. -Exede Beau

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