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] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contacted us within the buyer’s remorse period and is currently under contract.We activated one LG Optimus Land one Nokia Lumia for [redacted] [redacted] with new lines of service with both voice and data on 03/20/On 04/07/we receive d a call from [redacted] regarding her accountDuring this call [redacted] was advised that the account was currently outside of the fourteen day buyer’s remorse period and would be subject to termination fees, the last day of the buyer’s remorse period was 04/02/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationAt this time the account is under contract and cannot be cancelled without penalty.Please do advise us of your findings regarding this matterAgain, 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 neededThank You, Collections Services
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
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.] Revdex.com: 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, [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] servicesWe 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 orderThe purpose of this is to ensure that every customer reads the terms and conditions which arc also reviewed throughout the sales and activations process including in an e-mail sent when the device is shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contacted us to cancel within the buyer's remorse period and is currently under contract.We activated two Samsung [redacted] for [redacted] with new lines of service with both voice and data on 02110/On 02118/we received a call from [redacted] regarding her accountDuring this call [redacted] did ask what would need to be done to cancel services and was advised of our cancellation policy and that the buyer's remorse period ends on 02/23/2015, [redacted] advised that if she did intend to cancel the services that she would call us back to do so and was again reminded that the last day the account could be canceled without penalty was 02/23/2015.We received the first request to cancel services on 03/In this call [redacted] was advised that her buyer's remorse period had ended and the account was under contract, services could be cancelled but she would incur penalty from us as well as [redacted] .It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationAt this time the account is under contract and cannot be cancelled without penaltyPlease do advise us of your findings regarding this matterAgain, 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.?
Complaint ID: [redacted] Account Number: [redacted] Customer Name: [redacted] ***Contact Name: [redacted] *** To whom it may concern,This letter is in response to comments made by [redacted] ***regarding his complaint to the Revdex.com regarding his accountRather than wasteeveryone’s time in a bout of hearsay I would like to take the opportunity toprovide actual verifiable documentation of [redacted] orders for [redacted] services through our company.As we are all aware we operate as an authorized dealer for [redacted] and activate new lines of service for [redacted] services as well asprovide [redacted] branded equipment for use with the [redacted] services that weactivateThe devices we provide to our customers are devices that we have paidthe full retail cost for and provided to our customers at an extremelydiscounted rate contingent to agreement of our contract terms and conditions.These terms and conditions are provided to every one of our customers at thetime of the sale and are also reviewed in a recorded verification call prior toactivation of services.The account is currently in breach of our contract terms andconditions for changes made to the data features on one of the lines of servicethrough [redacted] directly during our day contract termIn review of thebreach of contract [redacted] was advised that in order for us to correct thebreach of contract on his account we would need to change the data feature backto what we had originally activated and assigning a new day term for theaffected lineIt was explained to [redacted] that after making this simplechange he would be welcome to increase the data feature for that line so longas that change is made through our customer service center at the numberprovided in his order paperwork however; [redacted] has refused to work withus in making the necessary corrections to his accountReview of our records indicates that [redacted] was able tocontact us in the past in order to make changes to his accountOn 04/22/2014we had received an inbound call from [redacted] with the request to add the‘International Talk & Text’ feature to his lines of serviceWe had neverreceived any kind of complaint from [redacted] until after his account wasinvoiced for breach of contract [redacted] has never made any statement to usregarding ‘faulty equipment’ in fact per [redacted] systems [redacted] is stillusing the original devices provided for his account which is showing moderateto heavy usage on all linesIf there is a defect in the devices that [redacted] currently is using he is free to request a replacement device from [redacted] directly under the one year manufacturer’s warranty per thedocumentation provided to [redacted] with the devices themselves.In regards to the recorded third party verification calls(TPV) completed by [redacted] during the order process of both of the ordershe has placed:For order number [redacted] placed his order andcompleted the TPV call on 02/22/2014, between 05:and 06:of this call [redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork.For order number [redacted] placed his order andcompleted the TPV call on 02/28/2014, between 04:and 04:of this call [redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperworkYou will also see the ’ [redacted] Authorized Dealer’ logo inthe upper right hand corner of the signed leave behind paperwork as well as theterms and conditions, this logo was also on the name badge of the salesrepresentative that [redacted] placed his orders withThis logo is the samefor all [redacted] authorized dealers and is provided by [redacted] for use in ourcontract paperwork [redacted] was provided with the leave behind paperwork foreach of his orders on the day of the sale by his sales representativeTheterms and conditions which are very brief and are nowhere near the ‘pages ofsmall print’ that [redacted] would imply were also provided to [redacted] viaemail for each of his orders and also included in the welcome paperwork thatwas sent out with each shipment of equipment.For your review and reference we have included the followingdocumentation:· Recorded third party verification calls fororders [redacted] · Signed leave behind paperwork for orders [redacted] · Completed order forms & contract T&C fororders [redacted] This documentation should plainly illustrate that [redacted] was aware of our affiliation to [redacted] as an authorized dealer as wellas his knowledge of what he was expected to fulfill per his contract terms andconditions which we relayed multiple times for each order
This company is a scam There sales people lie to you and tell you what you want to hear As soon as you sign up with them you necer hear from them again They don't help you like they say there going to There a third party company telling you they work for the company they want you to sign up wit and the tell your there not a 3rd party
Revdex.com: 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 understand contracts and reading contracts and so on, BUT, your company and its representatives basically lied there way into getting this contract signedFor everything we have been told and everything that has came to light, it is basically a BREACH of contractWe were lied to about PHONES, COVERAGE AREA, WHO WE WERE DEALING WITH, Taxes and fees, etc We stated time and time again that we needed phones that could handle the day to day duties of a business which means multiple email accounts and large storage capacity for phone logs, texts, emails, pictures, etcWe were given inferior phones that did not live up to what we were told and had expectedThe phones in question are the [redacted] Android phones, these phones don't even make a good paper weight, there virtually worthless for trying to get anything done on in the fieldWe were lied to and told that we were signing a deal directly with [redacted] and come to find out we weren'tWe were lied to and told the final amount per month included all taxes and fees and come to find out after the fact that the taxes and fees were not included in the final monthly priceI can not explain how many times this was asked and showed to us only to come to find out that we were lied to in the end The monthly cost is a small complaint at this point, if the service worked, the phones worked, and we were able to conduct business in a professional manner without experiencing MULTIPLE dropped calls on a daily basis, the monthly cost could be overlookedThat being said, we are paying a LOT of money each month for a services that does not provide any sort of reliability what so ever!!!! The coverage area was explained to the point of being NO dead zones in [redacted] and the best coverage to expect out of any carrier, even showed us a map confirming thisI barely get service in my personal house and get little to no service on many of the jobsites I am at on a regular basisYou have basically now taken my Business number and are holding it hostage and providing a worthless serviceThis service is horrible, the phones are horrible and something NEEDS to be done to remedy this so we can continue to do business Regards, [redacted] ***
Revdex.com: 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.The reply sounds like it was made by the same person I talked to on the phone.Their employee activated phones and one hotspot on 8-24- One user was out of the country That phone should NOT have been activated We did not know my phone number is owned by [redacted] Changing my phone number would involve printing new business cards, contacting banks, vendors & customersThat phone was sent back to them by their employeeWe already had phone numbers we'd been using for years during the operation of our business.Our people could not figure out how to use the new phones they sent No paper instructions were left with us.Two of our users were in fact in the process of moving.We wanted to make the change to [redacted] workWe ended up changing our phones back to [redacted] We are using the original equipment our people had prior to their sales rep coming into our business.I had to send two old phones to Florida and have them activated by [redacted] down there.I didn't call anyone to cancel They chose to cut off the service early when we had our phone numbers returned to [redacted] [redacted] could have left the numbers they assigned to our account stay active for days.When I got the first bill for $I called and offered to send the phones back They said they would not accept them.He gave me the same song & dance he just gave you.If we had stayed with [redacted] for days, the total of our billings would not have come close to $1600.00By the way one of our employees also got phones from them at the same time So they still made money coming into our business Regards, [redacted]
07/08/ 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] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 L for [redacted] with new lines of service with both voice and data on 06/04/ 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 cardsNo 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 activationIn 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 soAt 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 $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
November 10, 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.Please be advised that the sales representatives on our [redacted] campaign are independent contractorsAs such we have an extensive verification process in place which is completed prior to activation ofservices ordered through us as an authorized [redacted] dealerThis verification process includes a recorded verification call where current promotions and order details are reviewed with every customerDuring this verification call every customer is presented with the opportunity to get clarification on any promotions offered by the sales representativeDuring this call [redacted] *** did have questions regarding the term of the buyer’s remorse period but did not inquire about any discount promotions.Per [redacted] ’s terms and conditions provided to and reviewed by [redacted] on the day of the sale [redacted] reserves the right to change their promotions at any time without direct notice.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 neededThank You, Collections Services
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 $that had a retail price of 1, 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
Revdex.com: 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.Even though I provided my email address and phone number We HAVE NOT been contacted by anyone including venicom, [redacted] or tmobile fulfillment center,so as it is their usual practice they are not telling the truthOn or around 6/24/we contacted venicom about cancelling the contract which their salesman [redacted] had under statements misled us to sign and the only option we were blandly presented with was to pay their senseless and outrageous cancellation feesI understand that venicom will never accept that they train their salespeople to deceive innocent customers that fall for their lies,but a large portion of their profits must come from this ill obtained cancellation fees [redacted] a [redacted] showed us an instruction booklet which he stated was provided by his company,I was able to take a shot of the top page which is attached to this letter,with instructions on how to make other carriers' phones work with the [redacted] network(he promised to reprogram our phones personally)On June 30th the salesman came back into our business,he instructed us not to return the [redacted] phones until he was able to cancel the contract with venicom,he said, after that we would be able to return the phones without incurring any fees or charges of any kind,three days later he had his phone disconnected,so this was another trick he used to delay the returning of the phones,we are in the process to returnthe phones have not been used beyond the testing of internet connection and phone service,some of that was done by the salesman himself during the first week of June what can be proved with the [redacted] statementThis fraudulently obtained contract has to be cancelled immediately without any type of fees or charges whatsoever Regards, [redacted]
To Whom It May Concern: The credit card provided by [redacted] for up front device charges was processed in the amount of $on 06/05/ [redacted] [redacted] has stated multiple times that she has photographs of the device and packaging in its received conditionWe have requested this documentation but have never been provided any photographs of the packaging or device As is referenced by [redacted] our customer service number was on the order paperwork provided to her on the day of the saleWe completed a recorded order verification call with [redacted] in which we reviewed the order, our contract terms and conditions, advised to contact our customer service center for any issues, and advised that the device would be active & ready to use when shipped On the day of the sale we never received any request of a delayed activation/shipment for this order The device was activated and shipped as was agreed to by [redacted] *** The device was delivered to, signed for, and accepted by a company representative at the address provided by [redacted] *** Our records indicate that [redacted] had no issues in contacting our customer service center using the number provided in the order paperwork to request a number port on 06/17/which coincides with the return date given in [redacted] ***’s rebuttal In this call on 06/17/ [redacted] advised that the device packaging was damaged but the device itself was not damaged At this time the account must remain in our breach of contract process until we are able to recover the cost of the damaged equipment Thank You, Collections Services
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] servicesWe 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 devices are shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 the devices which put him in breach of the contract We activated the three Apple iPhone 5C and two Apple iPhone 5S for [redacted] with new lines of service with both voice and data on 02/07/ We were notified on by [redacted] that [redacted] had cancelled the services that we activated on 05/05/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 05/12/On 05/16/we contacted 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 activationIn 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 soAt 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
Our Company has reviewed the Customer's complaint, and would point out, [redacted] made the charges to the Customer's account (as per process), not our CompanyWe have no control over the actions of a separate entity and this complaint should be directed (if at all) to [redacted] The Customer initiated service, and later chose to cancel [redacted] services and return the devicesWhile he was in-possession of the devices, he had yet to be charged by [redacted] Once the Customer chose to cancel, the account (and subsequent process) was already in-motion and cannot simply be immediately stopped [redacted] process was followed; the account was notated, cancelled and those processes take placeOnce a tracking# is received, and/or 7-days post cancellation [redacted] begins looking for the devicesRefunds are not processed immediatelyIn-fact, Customers are advised at the time of cancellation [redacted] policy is to issue refunds wi30-days depending upon the manner in-which devices/services were paidThis eliminates fraud such as customers paying, disputing charges and simultaneously requesting a refund In this matter, the Customer returned the devices, however delayed shipping either by Customer or the Shipper is at issue, not anything [redacted] (or our Company) failed to do
Venicom, Inc [redacted] Scottsdale, Ariz Dear Sir/Madam: face="Times New Roman" size="3"> Our Company is in receipt of your correspondence, dated 16th May 2016, in-regards to the aforementioned customerVenicom, Incdba Telecom Management Associates is a 3rd-party representative of [redacted] services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being renderedAdditionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] USAIn this matter, the Customer placed an order for (4)-four mobile devicesAt the time of order, the Customer's credit card was declined for the promotional cost of devicesWith this, the Customer was contacted, and the order was placed manually through [redacted] Unfortunately, [redacted] 's system automatically generated a 2nd attempt, as per their policyOur Company is simply more proactive, and attempted to properly service the Customer's account by making a manual activationOnce the issue was realized, the Customer's credit card had been credited for the original purchase price Having reviewed the [redacted] system, the 2nd charge is in the process of being refundedAll Customers are advised of a 5-day turnaround; this is not something our Company nor [redacted] has control - it is up to the Customer's Bank/Credit Card companyThis is a sometimes unavoidable and an unfortunate situationThis is a non-issue, as the Customer has previously been advised of the refund and has not been harmed in any mannerUltimately, the Customer provided insufficient time for either our Company or [redacted] time to respond, before filing a frivolous complaint The Customer has been previously been provided a remedySincerely, Office of the Controller
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.Paperwork attached with the response received is illegibleThe side by side comparison is only a worksheet used by a sales rep while reviewing account options with a customerThis worksheet is not a part of the submitted order paperwork nor is it a contract.We were not contacted on 03/24/and our records do not show that this account has ever been accessed by a [redacted] Per [redacted] system memos [redacted] did speak with a direct [redacted] customer service rep named [redacted] Von an inbound call on this date.We made it as clear as possible to [redacted] that we were an authorized dealer for [redacted] and not [redacted] directlyIf [redacted] does not understand or misinterpreted the meaning of the term authorized dealer it is completely out of our control [redacted] agreed to our contract terms and conditions which clearly defines who we are and our relation to [redacted] in the first sentenceThis document was provided to [redacted] multiple times in the order process.We are no longer able to cancel the account for [redacted] The documentation provided with the devices clearly states that after fourteen days we are no longer able to cancel services and the customer will have to contact [redacted] directly to do soThe start of the fourteen day buyer’s remorse period was established as the date that the devices are shipped, this was reviewed with and agreed to in the recorded verification call.It is unfortunate that [redacted] has neglected to review or follow the policies laid forth in the documentation provided to her for her order; however the account is currently under contract at this time and will incur penalty if cancelled.Please do advise us of your findings regarding this matterAgain, 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 neededThank You, Collections Services
04/16/2015RE: 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.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contractWe activated the two LG Optimus Lfor [redacted] with a new lines of service with both voice and data on 03/13/We were notified by T-Mobile that [redacted] had called [redacted] on 04/15/to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter will be sent to [redacted] regarding the breach of contract status.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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 soAt 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 matterAgain, 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 neededThank You, Collections Services
Revdex.com: 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 told I was going to receive an employee monthly discount of 15%, so that is what I expectI also believe I mentioned in my complaint that the "independent contractor" was telling me to just agree to everything on the phone and if I had any questions to ask him afterHe flat out lied to me and then told me to "just agree to everything", which leads me to believe he knew he wasn't being truthful and it wouldn't matter after you get the person to agree to everything on this phone call that is your excuse for getting out of any responsibility of taking care of any complaints or issues with your customersObviously this is an on going issue with your contractors by viewing other complaints against your company, and obviously you don't care because most of your responses are generic and don't really resolve the customers complaint Regards, [redacted] ***
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] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contacted us within the buyer’s remorse period and is currently under contract.We activated one LG Optimus Land one Nokia Lumia for [redacted] [redacted] with new lines of service with both voice and data on 03/20/On 04/07/we receive d a call from [redacted] regarding her accountDuring this call [redacted] was advised that the account was currently outside of the fourteen day buyer’s remorse period and would be subject to termination fees, the last day of the buyer’s remorse period was 04/02/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationAt this time the account is under contract and cannot be cancelled without penalty.Please do advise us of your findings regarding this matterAgain, 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 neededThank You, Collections Services
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
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.] Revdex.com: 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, [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] servicesWe 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 orderThe purpose of this is to ensure that every customer reads the terms and conditions which arc also reviewed throughout the sales and activations process including in an e-mail sent when the device is shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contacted us to cancel within the buyer's remorse period and is currently under contract.We activated two Samsung [redacted] for [redacted] with new lines of service with both voice and data on 02110/On 02118/we received a call from [redacted] regarding her accountDuring this call [redacted] did ask what would need to be done to cancel services and was advised of our cancellation policy and that the buyer's remorse period ends on 02/23/2015, [redacted] advised that if she did intend to cancel the services that she would call us back to do so and was again reminded that the last day the account could be canceled without penalty was 02/23/2015.We received the first request to cancel services on 03/In this call [redacted] was advised that her buyer's remorse period had ended and the account was under contract, services could be cancelled but she would incur penalty from us as well as [redacted] .It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationAt this time the account is under contract and cannot be cancelled without penaltyPlease do advise us of your findings regarding this matterAgain, 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.?
Complaint ID: [redacted] Account Number: [redacted] Customer Name: [redacted] ***Contact Name: [redacted] *** To whom it may concern,This letter is in response to comments made by [redacted] ***regarding his complaint to the Revdex.com regarding his accountRather than wasteeveryone’s time in a bout of hearsay I would like to take the opportunity toprovide actual verifiable documentation of [redacted] orders for [redacted] services through our company.As we are all aware we operate as an authorized dealer for [redacted] and activate new lines of service for [redacted] services as well asprovide [redacted] branded equipment for use with the [redacted] services that weactivateThe devices we provide to our customers are devices that we have paidthe full retail cost for and provided to our customers at an extremelydiscounted rate contingent to agreement of our contract terms and conditions.These terms and conditions are provided to every one of our customers at thetime of the sale and are also reviewed in a recorded verification call prior toactivation of services.The account is currently in breach of our contract terms andconditions for changes made to the data features on one of the lines of servicethrough [redacted] directly during our day contract termIn review of thebreach of contract [redacted] was advised that in order for us to correct thebreach of contract on his account we would need to change the data feature backto what we had originally activated and assigning a new day term for theaffected lineIt was explained to [redacted] that after making this simplechange he would be welcome to increase the data feature for that line so longas that change is made through our customer service center at the numberprovided in his order paperwork however; [redacted] has refused to work withus in making the necessary corrections to his accountReview of our records indicates that [redacted] was able tocontact us in the past in order to make changes to his accountOn 04/22/2014we had received an inbound call from [redacted] with the request to add the‘International Talk & Text’ feature to his lines of serviceWe had neverreceived any kind of complaint from [redacted] until after his account wasinvoiced for breach of contract [redacted] has never made any statement to usregarding ‘faulty equipment’ in fact per [redacted] systems [redacted] is stillusing the original devices provided for his account which is showing moderateto heavy usage on all linesIf there is a defect in the devices that [redacted] currently is using he is free to request a replacement device from [redacted] directly under the one year manufacturer’s warranty per thedocumentation provided to [redacted] with the devices themselves.In regards to the recorded third party verification calls(TPV) completed by [redacted] during the order process of both of the ordershe has placed:For order number [redacted] placed his order andcompleted the TPV call on 02/22/2014, between 05:and 06:of this call [redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork.For order number [redacted] placed his order andcompleted the TPV call on 02/28/2014, between 04:and 04:of this call [redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperworkYou will also see the ’ [redacted] Authorized Dealer’ logo inthe upper right hand corner of the signed leave behind paperwork as well as theterms and conditions, this logo was also on the name badge of the salesrepresentative that [redacted] placed his orders withThis logo is the samefor all [redacted] authorized dealers and is provided by [redacted] for use in ourcontract paperwork [redacted] was provided with the leave behind paperwork foreach of his orders on the day of the sale by his sales representativeTheterms and conditions which are very brief and are nowhere near the ‘pages ofsmall print’ that [redacted] would imply were also provided to [redacted] viaemail for each of his orders and also included in the welcome paperwork thatwas sent out with each shipment of equipment.For your review and reference we have included the followingdocumentation:· Recorded third party verification calls fororders [redacted] · Signed leave behind paperwork for orders [redacted] · Completed order forms & contract T&C fororders [redacted] This documentation should plainly illustrate that [redacted] was aware of our affiliation to [redacted] as an authorized dealer as wellas his knowledge of what he was expected to fulfill per his contract terms andconditions which we relayed multiple times for each order
This company is a scam There sales people lie to you and tell you what you want to hear As soon as you sign up with them you necer hear from them again They don't help you like they say there going to There a third party company telling you they work for the company they want you to sign up wit and the tell your there not a 3rd party
Revdex.com: 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 understand contracts and reading contracts and so on, BUT, your company and its representatives basically lied there way into getting this contract signedFor everything we have been told and everything that has came to light, it is basically a BREACH of contractWe were lied to about PHONES, COVERAGE AREA, WHO WE WERE DEALING WITH, Taxes and fees, etc We stated time and time again that we needed phones that could handle the day to day duties of a business which means multiple email accounts and large storage capacity for phone logs, texts, emails, pictures, etcWe were given inferior phones that did not live up to what we were told and had expectedThe phones in question are the [redacted] Android phones, these phones don't even make a good paper weight, there virtually worthless for trying to get anything done on in the fieldWe were lied to and told that we were signing a deal directly with [redacted] and come to find out we weren'tWe were lied to and told the final amount per month included all taxes and fees and come to find out after the fact that the taxes and fees were not included in the final monthly priceI can not explain how many times this was asked and showed to us only to come to find out that we were lied to in the end The monthly cost is a small complaint at this point, if the service worked, the phones worked, and we were able to conduct business in a professional manner without experiencing MULTIPLE dropped calls on a daily basis, the monthly cost could be overlookedThat being said, we are paying a LOT of money each month for a services that does not provide any sort of reliability what so ever!!!! The coverage area was explained to the point of being NO dead zones in [redacted] and the best coverage to expect out of any carrier, even showed us a map confirming thisI barely get service in my personal house and get little to no service on many of the jobsites I am at on a regular basisYou have basically now taken my Business number and are holding it hostage and providing a worthless serviceThis service is horrible, the phones are horrible and something NEEDS to be done to remedy this so we can continue to do business Regards, [redacted] ***
Revdex.com: 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.The reply sounds like it was made by the same person I talked to on the phone.Their employee activated phones and one hotspot on 8-24- One user was out of the country That phone should NOT have been activated We did not know my phone number is owned by [redacted] Changing my phone number would involve printing new business cards, contacting banks, vendors & customersThat phone was sent back to them by their employeeWe already had phone numbers we'd been using for years during the operation of our business.Our people could not figure out how to use the new phones they sent No paper instructions were left with us.Two of our users were in fact in the process of moving.We wanted to make the change to [redacted] workWe ended up changing our phones back to [redacted] We are using the original equipment our people had prior to their sales rep coming into our business.I had to send two old phones to Florida and have them activated by [redacted] down there.I didn't call anyone to cancel They chose to cut off the service early when we had our phone numbers returned to [redacted] [redacted] could have left the numbers they assigned to our account stay active for days.When I got the first bill for $I called and offered to send the phones back They said they would not accept them.He gave me the same song & dance he just gave you.If we had stayed with [redacted] for days, the total of our billings would not have come close to $1600.00By the way one of our employees also got phones from them at the same time So they still made money coming into our business Regards, [redacted]
07/08/ 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] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 L for [redacted] with new lines of service with both voice and data on 06/04/ 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 cardsNo 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 activationIn 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 soAt 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 $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
November 10, 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.Please be advised that the sales representatives on our [redacted] campaign are independent contractorsAs such we have an extensive verification process in place which is completed prior to activation ofservices ordered through us as an authorized [redacted] dealerThis verification process includes a recorded verification call where current promotions and order details are reviewed with every customerDuring this verification call every customer is presented with the opportunity to get clarification on any promotions offered by the sales representativeDuring this call [redacted] *** did have questions regarding the term of the buyer’s remorse period but did not inquire about any discount promotions.Per [redacted] ’s terms and conditions provided to and reviewed by [redacted] on the day of the sale [redacted] reserves the right to change their promotions at any time without direct notice.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 neededThank You, Collections Services
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 $that had a retail price of 1, 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
Revdex.com: 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.Even though I provided my email address and phone number We HAVE NOT been contacted by anyone including venicom, [redacted] or tmobile fulfillment center,so as it is their usual practice they are not telling the truthOn or around 6/24/we contacted venicom about cancelling the contract which their salesman [redacted] had under statements misled us to sign and the only option we were blandly presented with was to pay their senseless and outrageous cancellation feesI understand that venicom will never accept that they train their salespeople to deceive innocent customers that fall for their lies,but a large portion of their profits must come from this ill obtained cancellation fees [redacted] a [redacted] showed us an instruction booklet which he stated was provided by his company,I was able to take a shot of the top page which is attached to this letter,with instructions on how to make other carriers' phones work with the [redacted] network(he promised to reprogram our phones personally)On June 30th the salesman came back into our business,he instructed us not to return the [redacted] phones until he was able to cancel the contract with venicom,he said, after that we would be able to return the phones without incurring any fees or charges of any kind,three days later he had his phone disconnected,so this was another trick he used to delay the returning of the phones,we are in the process to returnthe phones have not been used beyond the testing of internet connection and phone service,some of that was done by the salesman himself during the first week of June what can be proved with the [redacted] statementThis fraudulently obtained contract has to be cancelled immediately without any type of fees or charges whatsoever Regards, [redacted]
To Whom It May Concern: The credit card provided by [redacted] for up front device charges was processed in the amount of $on 06/05/ [redacted] [redacted] has stated multiple times that she has photographs of the device and packaging in its received conditionWe have requested this documentation but have never been provided any photographs of the packaging or device As is referenced by [redacted] our customer service number was on the order paperwork provided to her on the day of the saleWe completed a recorded order verification call with [redacted] in which we reviewed the order, our contract terms and conditions, advised to contact our customer service center for any issues, and advised that the device would be active & ready to use when shipped On the day of the sale we never received any request of a delayed activation/shipment for this order The device was activated and shipped as was agreed to by [redacted] *** The device was delivered to, signed for, and accepted by a company representative at the address provided by [redacted] *** Our records indicate that [redacted] had no issues in contacting our customer service center using the number provided in the order paperwork to request a number port on 06/17/which coincides with the return date given in [redacted] ***’s rebuttal In this call on 06/17/ [redacted] advised that the device packaging was damaged but the device itself was not damaged At this time the account must remain in our breach of contract process until we are able to recover the cost of the damaged equipment Thank You, Collections Services
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] servicesWe 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 devices are shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 the devices which put him in breach of the contract We activated the three Apple iPhone 5C and two Apple iPhone 5S for [redacted] with new lines of service with both voice and data on 02/07/ We were notified on by [redacted] that [redacted] had cancelled the services that we activated on 05/05/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 05/12/On 05/16/we contacted 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 activationIn 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 soAt 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
Our Company has reviewed the Customer's complaint, and would point out, [redacted] made the charges to the Customer's account (as per process), not our CompanyWe have no control over the actions of a separate entity and this complaint should be directed (if at all) to [redacted] The Customer initiated service, and later chose to cancel [redacted] services and return the devicesWhile he was in-possession of the devices, he had yet to be charged by [redacted] Once the Customer chose to cancel, the account (and subsequent process) was already in-motion and cannot simply be immediately stopped [redacted] process was followed; the account was notated, cancelled and those processes take placeOnce a tracking# is received, and/or 7-days post cancellation [redacted] begins looking for the devicesRefunds are not processed immediatelyIn-fact, Customers are advised at the time of cancellation [redacted] policy is to issue refunds wi30-days depending upon the manner in-which devices/services were paidThis eliminates fraud such as customers paying, disputing charges and simultaneously requesting a refund In this matter, the Customer returned the devices, however delayed shipping either by Customer or the Shipper is at issue, not anything [redacted] (or our Company) failed to do
Venicom, Inc [redacted] Scottsdale, Ariz Dear Sir/Madam: face="Times New Roman" size="3"> Our Company is in receipt of your correspondence, dated 16th May 2016, in-regards to the aforementioned customerVenicom, Incdba Telecom Management Associates is a 3rd-party representative of [redacted] services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being renderedAdditionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] USAIn this matter, the Customer placed an order for (4)-four mobile devicesAt the time of order, the Customer's credit card was declined for the promotional cost of devicesWith this, the Customer was contacted, and the order was placed manually through [redacted] Unfortunately, [redacted] 's system automatically generated a 2nd attempt, as per their policyOur Company is simply more proactive, and attempted to properly service the Customer's account by making a manual activationOnce the issue was realized, the Customer's credit card had been credited for the original purchase price Having reviewed the [redacted] system, the 2nd charge is in the process of being refundedAll Customers are advised of a 5-day turnaround; this is not something our Company nor [redacted] has control - it is up to the Customer's Bank/Credit Card companyThis is a sometimes unavoidable and an unfortunate situationThis is a non-issue, as the Customer has previously been advised of the refund and has not been harmed in any mannerUltimately, the Customer provided insufficient time for either our Company or [redacted] time to respond, before filing a frivolous complaint The Customer has been previously been provided a remedySincerely, Office of the Controller
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.Paperwork attached with the response received is illegibleThe side by side comparison is only a worksheet used by a sales rep while reviewing account options with a customerThis worksheet is not a part of the submitted order paperwork nor is it a contract.We were not contacted on 03/24/and our records do not show that this account has ever been accessed by a [redacted] Per [redacted] system memos [redacted] did speak with a direct [redacted] customer service rep named [redacted] Von an inbound call on this date.We made it as clear as possible to [redacted] that we were an authorized dealer for [redacted] and not [redacted] directlyIf [redacted] does not understand or misinterpreted the meaning of the term authorized dealer it is completely out of our control [redacted] agreed to our contract terms and conditions which clearly defines who we are and our relation to [redacted] in the first sentenceThis document was provided to [redacted] multiple times in the order process.We are no longer able to cancel the account for [redacted] The documentation provided with the devices clearly states that after fourteen days we are no longer able to cancel services and the customer will have to contact [redacted] directly to do soThe start of the fourteen day buyer’s remorse period was established as the date that the devices are shipped, this was reviewed with and agreed to in the recorded verification call.It is unfortunate that [redacted] has neglected to review or follow the policies laid forth in the documentation provided to her for her order; however the account is currently under contract at this time and will incur penalty if cancelled.Please do advise us of your findings regarding this matterAgain, 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 neededThank You, Collections Services
04/16/2015RE: 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.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 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 cancelledWhen 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 contractWe activated the two LG Optimus Lfor [redacted] with a new lines of service with both voice and data on 03/13/We were notified by T-Mobile that [redacted] had called [redacted] on 04/15/to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter will be sent to [redacted] regarding the breach of contract status.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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 soAt 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 matterAgain, 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 neededThank You, Collections Services
Revdex.com: 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 told I was going to receive an employee monthly discount of 15%, so that is what I expectI also believe I mentioned in my complaint that the "independent contractor" was telling me to just agree to everything on the phone and if I had any questions to ask him afterHe flat out lied to me and then told me to "just agree to everything", which leads me to believe he knew he wasn't being truthful and it wouldn't matter after you get the person to agree to everything on this phone call that is your excuse for getting out of any responsibility of taking care of any complaints or issues with your customersObviously this is an on going issue with your contractors by viewing other complaints against your company, and obviously you don't care because most of your responses are generic and don't really resolve the customers complaint Regards, [redacted] ***