Pronet Charges Exorbitant Fees Four Months Following Cancellation
On April 10, 2023, I had a security system installed in my home and office by Pronet Security Systems. However, in July, I faced a situation of bankruptcy and had to vacate both my home and shop. Consequently, I informed Pronet that I couldn't make the payments. The amount due in July was set at 2624.49 TL, which increased to 8074.53 TL in September. The latest update on my outstanding debt in November was 11,640.6 TL. Despite requesting cancellation at the end of December, no representative contacted me. When I tried to make a payment by reaching out to Pronet, they mentioned that the finance department would contact me. However, without any prior communication, they directly sent an execution paper. The specified amount on the execution paper was 69,606.25 TL. When I explained the situation to Pronet, they stated that the matter was now in the hands of their lawyer and there was nothing they could do. I confronted them about going directly to execution without attempting to contact me and pointed out the falsehood in their claim of attempting to reach me. After receiving the execution paper, I was contacted by lawyer Özge Ona***, representing Attorney Ya****. While I attempted to convey my situation, the lawyer seemed solely focused on receiving payment. My customer representative assured me that they would discuss the matter with the lawyer, but no progress was made. Today, my workplace received a wage garnishment, and the total debt mentioned was 84,925.29 TL. This amount is exactly 8 times my regular debt. It's worth noting that there is no legal signature or attorney number from the contacting lawyer, Özge H***, on the execution paper. I am filing a complaint about the imposition of interest under these circumstances. The fact that a customer, who expressed willingness to make a payment through an agreement due to financial difficulties, was subjected to wage garnishment without any attempt at communication, even after being assured by the customer representative that they would handle the situation and talk to the lawyer, raises concerns of customer good faith exploitation. I am dissatisfied with Pronet's conduct. My customer representative assured me that they would fully engage with the process and communicate with the lawyer, but currently, we are unable to reach them.
Progress
Ms. Sema from the Pronet general management called me to provide information about payments. I told her that I had noted down that they should speak a bit more slowly. She told me that they had called me for the disassembly and that all of these calls were recorded. When I asked if they had sent a message, her already tense and fast manner of speaking became even more aggressive, and she said, "Look, ma'am, we called you, and you didn't answer." I then asked her to stop speaking to me condescendingly like a teacher. She started yelling at me, asking, "Who do you think you are?" I was shocked by her tone and manner of speaking. She said that the conversations were recorded and that she would file a complaint. I am filing a complaint against her; in which customer service representative training do they teach to yell at customers and address them informally? When I asked for her name, she said, "Are you deaf? I said Sema." What kind of brand is this, and what kind of staff do they have?
Dear Esin T; When we checked your system, it was observed that the details of your contract were confirmed with you by the call center on 07.04.2023. Since you approved the contract terms during your call, your installation was completed on 10.04.2023. Your contract was signed by you in wet ink, and a copy was left with you. You committed to a 24-month usage period to benefit from a discount on the product's list price and use it under the promotional terms. As of July 2023, you have not made any payments for the service you received. As you can appreciate, we invoice the services we provide to you. You were called by our collection department on different days and times until 30.09.2023, and you either stated that you would make the payment or did not respond to our calls. On 01.12.2023 and 13.12.2023, we sent our authorized team to your address, but they could not reach you or speak with an authorized person at the address. Under these conditions, the service you received was terminated, and your contract was unilaterally terminated by us, with your outstanding balance transferred to the legal office. As a company that always prioritizes customer satisfaction and has a working approach that values this, you can appreciate that we have provided you with sufficient time and tried to communicate within the resolution process but received no response. Writing to us on a second platform today will unfortunately not change our process. For all your inquiries, our Pronet Alarm Monitoring Center is at your service 24/7. Thank you for your understanding. Pronet Security Services Inc. Customer Service Department
