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OK service, good customer support
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Used their dial-up internet services (through Juno) between 2003 and 2007. Pricing was excellent and service was as expected (did not have to contact customer service at any point). No complaints. We upgraded to high-speed internet through Comcast and canceled our internet service with Juno late in 2007.
Fast forward to 2011, we realize that we had been continuously billed for anti-virus protection about $3 a month since 2007. My mother (who isn't very technical) apparently verbally agreed to continue to use the anti-virus protection when she canceled the account--but didn't notice the charges until now. She hadn't been using the service and so felt entitled to a refund for all those charges. So I gave them a call--
Spoke to a customer service rep. very quickly without much waiting. Was transferred to a supervisor very quickly after explaining the nature of the problem. I mentioned that their BBB page showed that others had similar complaints. It did also show, interestingly, that United On-Line had a A+ rating. They seem very interested in maintaining that. Supervisor refunded us the full amount.
I understand that sometimes businesses have to add on these little features with monthly charges to be profitable. I'm sure the anti-virus service is a legitimate service that many use, but it sucks to realize you have been billed for four years for a service you weren't using. The customer service that I spoke with understood this and helped us out.
We're done w/ United On-Line, but I'll leave them with 5 stars for the years of good service and helping us out there with the confusion at the end. The two things I'll never know though: a) Was my non-technical mother unfairly tricked into the $3 services and b) Would the phone call to customer service have ended the same way if I DIDN'T mention the Better Business Bureau.
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