Venicom, Inc.

Re: Venicom Account# [redacted]        T-Mobile Account # [redacted]        Complaint ID#: [redacted]                               Dear Sir/Madam,                 Ultimately, it is an unfortunate scenario, however our Company cannot validate statements made outside of our recorded verifications. During this verification, the Customer is advised of the 20-day ‘Return and/or Exchange’ period. Regardless of what the Customer may has interpreted (or believe was stated) by the Sales Representative, our Company was very clear on the 20-day ‘Return and/or Exchange’ period, both verbally and in writing.                           As verification, the Customer called our Customer Service on [10.11.2016] to cancel service and return devices. At that time, she was advised to call back with a shipping tracking# and we would then initiate the cancellation. At that time, the Customer was with-in the 20-day ‘Return and/or Exchange’ period; however we did not hear back from the Customer until [11.07.2016], which was outside the 20-day ‘Return and/or Exchange’ period. The 20-day ‘Return and/or Exchange’ period ended on [10.18.2016].   Our Company is a 3rd-party retailer of T-Mobile USA service, and is not involved in the actual shipping of the devices/handsets. If the Customer wishes to return the device, they would have far better options by contacting T-Mobile USA themselves. We cannot make this request of T-Mobile USA.

07/08/2014

 

RE: CASE#: [redacted]

 

To Whom It May Concern:

 

Thank you very much for providing us with the information

regarding [redacted]’s complaint and we do appreciate the...

opportunity to

respond to our customer’s concerns.

 

First, please be advised that I have enclosed a copy of the

documents signed at the time of purchase and ordering new [redacted] services. We

also completed a recorded order call with the customer where the same terms and

conditions were discussed and customer was requested to acknowledged and agree

prior to process of the order.  The

purpose of this is to ensure that every customer reads the terms and conditions

which are also reviewed throughout the sales and activations process including

in an e-mail sent when the device is shipped. If these terms and conditions are

not acceptable to the customer they have the option of returning the device

within 14 days with no penalty. This is an attempt to avoid this exact

situation. 

 

We offer our devices at a severely discounted promotional price

and we are able to recoup the cost of the device only after 120 days of active

service with both a voice and internet plan is completed without change from

the customer directly through [redacted] and/or if the device is returned to [redacted]

Fulfillment Center if the line of service is cancelled. When a customer changes

any one of these plans prior to completing their commitment we are unable to

recoup this cost and not only unable to profit but actually lose the remaining

purchase price we paid for the device. [redacted] has not paid for nor

returned these devices which puts him in breach of the contract.

 

We activated the one Kyocera Hydro Xtreme and three LG L90

for [redacted] with new lines of service with both voice and data on 06/04/2014.

Please be advised that the paperwork completed and retained by [redacted]

on the day of the sale clearly states ‘Only [redacted] phones will work with

[redacted] SIM cards. No other carrier’s phones will function with the new

service.’.

 

It is standard industry practice to offer reduced device

costs in exchange for new contracted lines of services activation. In the

interest of resolving this matter, we are willing to work with the customer by

offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the

customer must remain in collections with us until we are able to recoup the

cost of the devices sent to him.

 

In review of this account since receiving the Revdex.com complaint

notice we have been able to escalate with [redacted] to have the account

cancelled under ‘no install’. A no install cancellation means that all charges

for the account are to be credited back leaving a $0.00 balance for the

[redacted] services rendered to [redacted].

 

While we are willing to work with [redacted] in any way

that we can unfortunately three of the four devices retained by [redacted]

have been used in excess of the fourteen day buyer’s remorse period and are no

longer able to be sent to our equipment vendor for return credit.

 

Please do advise us of your findings regarding this matter.

Again, I would like to thank you for the opportunity to respond to this

complaint and encourage you to call with questions and/or if any further

information is needed.

 

 

 

Thank You,

 

 

Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When the original Avid device was broke, and I went to get a replacement and was notified I could not do so due to an invalid out of date phone plan, I had to switch. You present your sales as a bargain with the same plan just a cheaper out-the-door price. When that "same" plan is in fact invalid and out of date, no longer in use, that would be a misrepresentation of said contract. Also, it should not be in collections, it was not past due. As soon as I received the bill and statement, I contacted [redacted], then Revdex.com.
Regards,

10/08/2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the...

documents signed at the time ofpurchase and ordering new [redacted] services. We also completed a recorded order callwith the customer where the same terms and conditions were discussed and customer wasrequested to acknowledged and agree prior to process of the order. The purpose of this isto ensure that every customer reads the terms and conditions which are also reviewedthroughout the sales and activations process including in an e-mail sent when the deviceis shipped. If these terms and conditions are not acceptable to the customer they have theoption of returning the device within 14 days with no penalty. This is an attempt to avoidthis exact situation.We offer our devices at a severely discounted promotional price and we are able torecoup the cost of the device only after 120 days of active service with both a voice andinternet plan is completed without change from the customer directly through [redacted]and/or if the device is returned to [redacted] Fulfillment Center if the line of service iscancelled. When a customer changes anyone of these plans prior to completing theircommitment we are unable to recoup this cost and not only unable to profit but actuallylose the remaining purchase price we paid for the device. [redacted] has not paid for norreturned this device which puts her in breach of the contract.We activated the [redacted] for [redacted] with a new line of service with bothvoice and data on 10/09/2014. We were notified on 10/17/2014 by [redacted] that she hadchanged her rate plan that we activated which is listed as a breach of contract in the termsand conditions the customer received, which are enclosed. A letter was sent to [redacted]regarding the breach of contract status on 10/30/2014 & 12/02/2014. [redacted] has notresponded to any of our notices until filing complaint with the Revdex.com.It is standard industry practice to offer reduced device costs in exchange for newcontracted lines of services activation. In the interest of resolving this matter, we arewilling to work with the customer by offering a settlement that would recover the devicecost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup the cost of thedevice sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thankyou for the opportunity to respond to this complaint and encourage you to call withquestions and/or if any further information is needed.Thank You,Collections Services

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new...

[redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exactsituation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts him in breach of the contract.We activated two LG Optimus L90s for [redacted] with new lines of service with both voice and data on 08/22/2014. We were notified on by [redacted] that [redacted] had altered the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter was sent to [redacted] regarding the breach of contract status on 10/01/2014. On 10/08/2014 we were contacted by the customer regarding the breach of contract. Since this time we have also been contacted by [redacted] regarding the misinformation that was provided to [redacted] by one of their employees. [redacted] has been attempting to resolve the breach of contract that resulted from the rate plan change made by [redacted] through [redacted] directly; however this effort is being thwarted by[redacted] unwillingness to resolve his account issues.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to him.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

The consumer was told on 6/9/2014 that he was not refunded, because he did not actually return the equipment to us.  We received the equipment back on 6/11/2014, but 1 device was damaged.  We were more than happy to refund the cost of the devices less that damaged device, however the customer filed a merchant dispute charge, disputing the entire charge.  We won the dispute on 7/29/2014, however we needed to allow 45 days to see if customer re-dispute this merchant dispute before determining if any refund was owed.  the consumer filing a merchant dispute is what delayed his refund process.

The consumer is more than welcome to contact the collections number or email address provided in letters mailed regarding his account and we would be more than happy to provide an update on any refund amounts owed (again less the damaged device ), when they can be process (again because of the merchant dispute the consumer already filed), actual cost of the damaged device returned and any recorded call requested.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all we did not receive any terms or conditionsuntil well after the 14 days, unless they are saying 14 days after a person hasreceived the terms and conditions.  Second no one has time to sit and read pages of small print as that whenwe reviewed everything at the sale and also spoke to a manager as well.   Fraud is fraud and the sale was a fraudulentsale, misleading and the company has grossly misrepresented themselves as wellas [redacted].  They also promised toexchange my phone after 4 months and [redacted] stated that is not true.   [redacted] informed us that we are stuck withthe phones until end of contract.   Thiscompany stated we would have to take these phones because we are a businessclient, that is not true.   [redacted]stated this company is only allowed to sale this particular device.   [redacted] also stated that they have had manyissues and problems as I have complained about with this particularcompany.   This device was offered to me at $0 dollars due to signing a1 year contract.  There was no statementof having to pay for the device ever nor within the contract.  I have read it and there is nothing that sayswe would be charged for the devices.  This company said I was in breech of contract because I called [redacted]to ask questions about my billing.  Theircompany is closed most of the time and you can not reach anyone to help them.  I do not have a 9-5 job and I work and cannot spend 30 minutes on hold waiting for them to respond.   I have called them multiple times and have tried to talk tothem.  They hung up on me and stated theywould not speak to me unless I sign a 120 day  contract with them.   They refused to send me the voice recordingthey say that have on file.  Thedocuments in this letter they send was explained to me as signing for theequipment, not a contract signature nor have they provided me a contract that Isigned.  They print a standard contractand then print the signature page I signed for the equipment and use it.   They have not provided any proof I signed a2 year contract what so ever.   They haverefused to work with me at all cost until they state I sign anothercontract.  If I have [redacted] service whywould I sign another contract.   [redacted]stated that I would not have to and stated that I should not even be dealingwith this dealer anymore since I am well past that stage.   They are the ones who should correct this issue and offerthe customer what is actually sold to them. I will not pay this company a dime because they have lied, theymisrepresented [redacted] cell service, they placed me in defective equipment thatI have to pay to replace now because they refused to even fix that.  They said I would need to call themanufacturer to try to get a replacement.  If everything they are saying is true, then why would theirsales representative listed in the complaint tell me to go directly to [redacted]and ask them to buy my contract out, why would he offer to send me gift cardsfor all my troubles.   Why would [redacted]ask me not to deal with them directly anymore because they have receivedseveral complaints about the exact company.  They should be apologizing for the Misrepresentation of[redacted], the fraudulent sale of defective equipment in which they shouldreplace, provide me with the exact voice recording of the so-called contractsigning and not something they pieced together and says it is a contract, andfire the personel they have in the field performing in fraudulent sales.   If the things they say are true, then whydid [redacted] not cut my service off.  They did not because they do not recognize them as a crediblesource.   This company needs to be shutdown and their license taken away from them.  I will not in any way pay for equipment that was said to be free, norwill I pay this company a dime of my money ever.   They are the ones who should be paying mefor the stress and trials they have placed me through.  They should replace my equipment withequipment that actually works.  Theyshould also apologize.  If you noticethey did not even sign the letter.   I haveplace numerous calls to their company, I have even called the president of thatcompany, and they have made no attempts what-so-ever to respond and resolve theissue.    Thank You, 

Regards,[redacted]

10/08/2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the...

documents signed at the time ofpurchase and ordering new [redacted] services. We also completed a recorded order callwith the customer where the same terms and conditions were discussed and customer wasrequested to acknowledged and agree prior to process of the order. The purpose of this isto ensure that every customer reads the terms and conditions which are also reviewedthroughout the sales and activations process including in an e-mail sent when the deviceis shipped. If these terms and conditions are not acceptable to the customer they have theoption of returning the device within 14 days with no penalty. This is an attempt to avoidthis exact situation.We offer our devices at a severely discounted promotional price and we are able torecoup the cost of the device only after 120 days of active service with both a voice andinternet plan is completed without change from the customer directly through [redacted]and/or if the device is returned to [redacted] Fulfillment Center if the line of service iscancelled. When a customer changes anyone of these plans prior to completing theircommitment we are unable to recoup this cost and not only unable to profit but actuallylose the remaining purchase price we paid for the device. [redacted] has not paid for norreturned this device which puts her in breach of the contract.We activated the [redacted] for [redacted] with a new line of service with bothvoice and data on 10/09/2014. We were notified on 10/17/2014 by [redacted] that she hadchanged her rate plan that we activated which is listed as a breach of contract in the termsand conditions the customer received, which are enclosed. A letter was sent to [redacted]regarding the breach of contract status on 10/30/2014 & 12/02/2014. [redacted] has notresponded to any of our notices until filing complaint with the Revdex.com.It is standard industry practice to offer reduced device costs in exchange for newcontracted lines of services activation. In the interest of resolving this matter, we arewilling to work with the customer by offering a settlement that would recover the devicecost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup the cost of thedevice sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thankyou for the opportunity to respond to this complaint and encourage you to call withquestions and/or if any further information is needed.Thank You,Collections Services

We are sorry the consumer did not find the services and phone satisfactory.  We are a fulfillment house for T-Mobile orders only at this time and did not supply the equipment.  This was supplied by T-Mobile directly upon activation of his order.  I would recommend the consumer...

contact T-Mobile customer care for the replacement cost he is seeking for refund as this was not charged by Venicom, but by T-Mobile.I am sorry we could not be of more assistance in resolving the consumers issue, but again his complaint is with T-mobile and not Venicom.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.As an aside, the timeline that they provide does not match my banking records.  I understand their desire to paint themselves in a positive light, but I still contend that they make their return process untenable, are impossible to contact in any sort of timely manner, and their sales people misrepresent themselves.I am happy to drop the complaint should they drop their so-called "breach of contract" claim, but I do recommend a more thorough investigation of these businesses practices.

Regards,

08/05/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have...

enclosed a copy of the documents signed at the time of purchase and ordering new T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile and/or if the device is returned to T-Mobile Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract.We activated the two Samsung G386T and two LG L90 for Nancy [redacted] with new lines of service with both voice and data on 12/11/2014. We were notified by T-Mobile that the services that we activated were cancelled for non-payment which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 06/22/2015 & 07/22/2015. [redacted] has never contacted us in regards to the breach of contract.Review of our records show that [redacted] had provided us two different shipping addresses in the order process. The device was delivered to [redacted] where it was signed for by *. Baker per [redacted] records which have been included for your review. [redacted] was provided the number to our customer service center multiple times in the order process and the devices also included completed cancellation and return instructions which advised to contact our customer service center to cancel services.[redacted] did not contact our customer service center until 01/13/2015 which was 19 days after the buyer’s remorse period had ended and 24 days after the devices were delivered. In this call [redacted] advised that she wanted to cancel services and that she would not return our devices unless we provided a return shipping label. Our representative advised that the account was outside of the buyer’s remorse period and we could no longer cancel the account on her behalf, this call was transferred to a manager at [redacted] request who reiterated the same information which was also included in the paperwork provided with the devices.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was credited $400 because I was told I could switch plans. I wanted to switch to a cheaper one. TMobile told me that I was being charged that money because of a migration fee. I told them nevermind, I do not want to switch plans if im gonna be charged that much for it. that’s why there’s a credit for that. my next credit was $200 because TMobile DIRECTLY gave me that money as a credit because I told them about the whole situation with venicom. they could only give me that much since I didn't do the service through them, but through a third party company. so im still missing $250. Tmobile wont give me that, and im still missing that money that venicom suckered out of me. it total, I have only received $200 for the termination fees. ive said it before, I cannot contact venicom because I am constantly put on hold and no one can take me call.

Regards,

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.The rate plan of this account was appropriate for the method in which the account was activated. [redacted] received two devices at an extremely discounted rate; the rate plan which was activated is still a valid [redacted] rate plan which is only offered through authorized sales channels providing subsidized equipment. Our records indicate that we never received any contact from [redacted] in regards to broken/defective equipment.All customers are provided instructions for replacement or exchange which can be completed through our customer service center at the number provided within the fourteen day buyer’s remorse period. Outside of the buyer’s remorse period the devices can no longer be exchanged but do carry a one year manufacturer’s warranty.Per [redacted] records the rate plan was changed when [redacted] received two Samsung Galaxy Note Edge devices from [redacted] directly. Devices purchased through [redacted] directly require rate plan change to be setup on an equipment installment plan. [redacted] Thomson had full knowledge that completing a rate plan change in order to purchase different equipment outside of the buyer’s remorse period would result in a breach of our contract as the terms and conditions of our contract were reviewed with and provided to [redacted] for his two separate orders completed through our sales channel.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device costs; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to him.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

I am sorry we could not come to an agreement.  Customer [redacted] has 5 phones from us that he paid $0.00 for.  We were willing to set up payment arrangements to assist the customer in paying the the equipment he ordered, did not pay for and did not return, but it appears he is unwilling to work with us to resolve.  Customers account is set to go to an outside collections agency at the end of this month.

I understand that there is documentation of a contract.  My concern is that Venicom did not hold up to their portion of the contract which was that I would recieve UNLIMITED data.  As a result, I made attempts to contact the communication center with no success and was left with no choice but to contact T-mobile to change my plan.  I only accepted a payment plan because I was told that there was no other option.  I am very clear on the contract and terms that were agreed to but I am very unsatisfied and I am willing to do whatever is necessary to counter this issue.

She did not just change the data plan (had that been the case we could have resolved this issue) she had T-mobile remove the entire contract we activated and activate under a no contract plan.  She received two apple Iphones for $614.98 that had a retail price of 1,600.  We have been reimbursed nothing for the phones and because the customer chose to remove our contracted plan directly with Tmobile we have not be compensated for the phones.  If there is anything we could do, we would have by now, but the customer did not abide by the contract signed and now owes the full breach fee.  The customer has already been sent to an outside collections agency due to her failure to adhere to the payment plan set up so at this point we can only request that the collections agency set up a payment plan with her if possible.  It is no longer an account of ours, it belongs to the outside collections agency at this point as the customer failed to respond to notifications by us to resolve the issue.

06/16/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.This account was activated under a...

non-contracted equipment installment plan. This account has been cancelled and the equipment returned to T-Mobile for review and refund of purchase price paid. There is no outstanding balance due to Venicom for this account so there is nothing for Venicom to place with a collections agency. Venicom has no business relationship with a collections agency titled “[redacted]” but a quick search on Google shows that they are a legitimate collections agency.While we understand that it may be concerning for Donna [redacted] to be contacted by a collections agency the complaint filed does not specify what the collections agency was contacting [redacted] for. Per the complaints wording [redacted] has established that this collections agency has her personal information on file which is not uncommon for a collections agency attempting to collect a debt. While the T-Mobile account activated by Donna [redacted] through Venicom was linked to her personal information it is not an indicator that this collections agency obtained her personal information from Venicom.As [redacted] is in contact with this collections agency per the complaint filed we would have to refer her back to this collections agency to discuss the account with them. The collections agency will be ableand is required to provide her with the detailed information regarding the delinquent balance that they are attempting to collect. Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed.  Thank You, Collections Services

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and...

ordering new T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including  in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup our costs only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile. [redacted] has cancelled services outside of the buyer’s remorse period and prior to completion of our contract term which puts him in breach of the contract.We activated the four Apple iPhone 5S and one ZTE ZMax for [redacted] with new lines of service with both voice and data on 12/10/2014. We were notified on by T-Mobile that [redacted] had called T-Mobile on 01/23/2015 to cancel the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter was sent to [redacted] regarding the breach of contract status on 02/12/2105. On 04/01/2015 we were contacted by the customer and spoke with him regarding the breach of contract.   It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we have offered to review the account in order to offer a settlement that would recover our lost costs; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup our cost of the improperly deactivated account.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

08/15/2014

RE: CASE#: [redacted]

To Whom It May Concern:

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.

First, please be advised that...

I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer  reads the terms and conditions which are also reviewed throughout the sales and  activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of  returning the device within 14 days with no penalty. This is an attempt to avoid this exactsituation.  

We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled.

5S 16GB foWe activated two [redacted] and two [redacted] with new lines of service with both voice and data on 05/22/2014. These devices were delivered to and signed for by [redacted] on 05/27/2014. On 05/27/2014 we received multiple calls from [redacted] to our customer service center. One of the calls we received on 05/27/2014 was from the sales representative’s manager. At no time on 05/27/2014 did [redacted] advise us that he had received damaged equipment and the calls received indicates that [redacted] was not only in contact with his local sales office when he received our 

devices but he also had our appropriate contact information which had been provided to him numerous times over the order process. 

On 06/03/2014 we received an inbound call from [redacted] who requested a replacement for a device that was received damaged (crack in the screen). [redacted] was advised that we would not be able to replace the device as he would have needed to advise us of the damage within a reasonable time frame. On 06/05/2014 [redacted] requested cancellation of service due to signal issues.

A letter was sent to [redacted] regarding the breach of contract status on 07/18/2014. On 08/07/2014 we contacted the customer and spoke with him regarding the breach of contract. It was agreed that after the merchant dispute against the cost of equipment that was filed by [redacted] has been resolved in our favor we would deduct the cost of the device from the refund due from returned equipment and refund the remaining balance and ship the damaged equipment back to [redacted].  

Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further

information is needed.  

Thank You, 

Collections Services

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and...

ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device.  [redacted] has not paid for nor returned this device which puts him in breach of the contract. We activated the [redacted] for [redacted] Alze with a new line of service with both voice and data on 09/27/2013. We were notified on by [redacted] that [redacted] had cancelled the [redacted] service that we activated on 10/10/2013 which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status and the outstanding $400.00 breach of contract fee on 10/25/2013, 12/02/2013, and 02/06/2014.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] Alze has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to him.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services