I can't get my refund from Reliance after almost 5 month I sold my house and after following up with Reliance in the past few months many times. All I got were false promises. I have asked to speak to a manager in the last couple of calls but could not. At this point, I can only believe Reliance is not going to give MY MONEY back. The last agent I spoke said the cheque would be sent latest Oct 3rd, that by Oct 17th, I should receive it. I had told the agent that if I dont receive my cheque by Oct 17th, I will post my experience online. Today is Oct 18th, so please see my interaction history with Reliance. Before we moved early June, I called Reliance in May to inform them of the sale of house and termination of service on June 8th. Our fees were paid up to July 4th, so we should get the difference back. I was told by the agent in May that I would receive an email 7 days before closing with the details of refund and then I had to call back to get the refund. I did not get any email from Reliance about refund, instead I received a new invoice for a new cycle in June. So I called on June 9th, and the agent said the bill was sent out wrong and would be cancelled. I would just need to wait for the new balance to be sent to my new address, then call them to get the refund cheque. I did not receive anything, so I called again on July 15th. The new invoice that should have been cancelled apparently had not been cancelled. But the agent said she would cancel it, also said somehow the cheque had not been sent, but she would make sure the cheque would be sent in 4 weeks, so in August I should receive it. Its about $19 credit. By Sept 12th, I still hadnt received anything, so I called again and asked to speak to a manager, the person did not connect me to a manager, instead she transferred me to a billing department. I spoke to someone from the billing department, I still asked to her to transfer my call to a manager, but the agent put me on hold and then she said her manager reviewed and asked her to call me back after talking with account payable that would be the department to send cheque to my new address. I did not receive anything by Sept 28th, so I called again. This time, I strictly requested to speak to a manager, but the agent still refused to connect me to a manager, and not like her other colleagues, who at least pretended to be working on the issue, she behaved as if this was not a big deal after I had to tell her about the whole thing again. And when I asked her what Reliance was trying to achieve by doing this, did reliance think that they could just keep customers money in its pocket like this, and just wait for me to drop. She said thank you for your call to reliance and hang up on me. So, I called again and spoke to the 2nd agent and told her about last conversation. She connected me to an agent at customer resolution, then the agent said the cheque was still being on hold not sent yet and couldnt provide a WHY to me. But she said she would see it to be sent latest next Monday Oct 3rd, and 2 weeks from that date I should receive the cheque for sure. We also confirmed that they would give me the refund in the form of sending me a cheque since I used my credit card to pay before and they couldnt refund to credit card. I received a call the next day after this interaction from an agent from Reliance and she asked me if I would like to give her my bank account information, she said that would make it faster for me to receive my refund. I felt weird and told her I wouldnt give my bank account information to someone over phone. I had confirmed with your colleague many times that cheque would be the form. I hope someone from Reliance could see this post and give me an answer on why all this happened. Is it a waste of time for me and your employees? Is their time worth much more than the $19 refund that you should give back to me in the first place? I know my time spent certainly worth a lot more!!!
