Sherri Etters thought she canceled her Vivint home security system in July. But her bank account showed otherwise.
She showed us her bank statement, where Vivint debited $44.99 from her account in August and again in September.
As soon as she realized what was happening, Sherri says she called Vivint.
“She told me that she would consult with whoever it is and that I should get my money back in ten days,” said Sherri.
Ten days later and no reimbursement for those two months charged, Sherri called again and says she recorded some of the conversations with Vivint reps for her records.
After going back and forth with the company several times, Sherri's next call was to 7 On Your Side.
“I feel safer the way I am then with a security system because I mean, they're just taking money that I don't have,” said Sherri.
We called Vivint's corporate offices based in Utah. Public Relations Director Megan Herrick got back with us right away and was eager to help. She says a clerical error caused the mix-up.
"As one of Forbes Most Promising Companies, Vivint is committed to providing excellent customer service and we regret the clerical error with Ms. Etters account,” said Herrick. “The account has been cancelled and we are in process of expediting a refund of $134.97, which accounts for three months of service.”
Vivint has also offered to the cover the cost of overdraft fees Sherri accrued because of it.
Here's what you need to know when ending a contract:
Check the expiration date of the written agreement.
Make sure you know how much notice is required to successfully end it before it automatically renews.
If the company requires written notice, send it certified mail so you get a receipt for your records when it's received.
And if equipment is involved, check to see if the company will remove it or if you are required to turn it in.