Robin Vale
14 Weaver Lane
Lantern Hollow [statement-feb.txt: "Customer: Robin Vale, 14 Weaver Lane, Lantern Hollow"]

To: Hearth Internet Billing

Re: Duplicate Gigabit Home charge on 02/03/2026, Ticket HI-88231 [email-2-hearth.txt: "Hearth Internet Customer Care | Ticket HI-88231"]

Dear Hearth Internet,

I am writing to ask you to refund one duplicate charge of $54.99 from my February 2026 statement.

My plan on file is Gigabit Home at $54.99 per month [statement-feb.txt: "Plan on file: Gigabit Home, $54.99 per month"]. My February statement, however, lists that same plan charge twice on the same date [statement-feb.txt: "02/03/2026 | HEARTH INTERNET GIGABIT HOME | $54.99"], which brought the total for the period to $109.98 [statement-feb.txt: "Total charges this period: $109.98"]. I paid that full amount by card on 02/05/2026 [statement-feb.txt: "02/05/2026 | Card payment, thank you | $109.98"].

On 2 March 2026 I wrote to your billing team [email-1-robin.txt: "Date: Mon, 02 Mar 2026 09:12"] to say that the plan charge on 02/03/2026 looked wrong [email-1-robin.txt: "the internet plan charge of $54.99 on 02/03/2026 looks wrong to me"] and that I pay for one plan [email-1-robin.txt: "I pay for one plan and I want to be billed for one plan."].

Your Customer Care team replied on 5 March 2026 [email-2-hearth.txt: "Date: Thu, 05 Mar 2026 15:40"] that my plan renews every month at $54.99 [email-2-hearth.txt: "Your Gigabit Home plan renews every month at $54.99"] and that the charges reflect my plan [email-2-hearth.txt: "the charges on your statement reflect your plan"]. That reply did not explain why the same plan charge appears twice on 02/03/2026 [statement-feb.txt: "02/03/2026 | HEARTH INTERNET GIGABIT HOME | $54.99"] and declined a refund [email-2-hearth.txt: "We are not able to offer a refund at this time."]. A plan that renews once a month at $54.99 should produce one $54.99 charge in February, not two.

I am asking for one thing: please refund the duplicate $54.99 charge from 02/03/2026 to the card I used for payment, and confirm the refund to me in writing.

Thank you for your attention to this.

Sincerely,

Robin Vale