I was recently charged for a phone when I should not have been and after cancellation, they still sent the phone 2 days after I cancelled and informed me they would not process my refund until the phone was returned. The fact that this was their mistake and they were holding my money hostage really bothers me. They took my money in seconds and then informed me that it would be 7 to 10 business days to refund it really makes me angry. Not everyone can afford to have their account raided and then told to wait for their refund. The customer service is the worst. There needs to be a way to cancel immediately and the refund process should not take weeks. THIS WAS THEIR MISTAKE! After being a customer for over 12years I am very disappointed and angry at the way this was handled. I also hate trying to speak to reps that do not really speak my language and trying to get satisfaction when your problem does not fit in those 4 categories in that recorded automated message.