Cen Com Inc

We did waive the day notice which is required with cancellation.Ordinarily, we would require the dealer to pay both the current month and one additional month as a part of the day noticeWe waived the additional days payment requirementWe did not waive the account deletion feesHere is the relevant section of the agreed to Terms and Conditions
Agreement TermDEALER and ADM agree that the standard term for herein provided services is on a month by month basis which can be cancelled at any time using the ADM on line cancellation form, or with a certified, return receipt letter sent to the ADM corporate office a minimum of days prior to the intended termination date of the agreementDEALER also agrees that should they accept any promotional offers or rate reduction offers including but not limited to any free, discounted or credited services, monitoring, data loading, or any free or discounted or credited benefits including but not limited to answering services, call routing, internet listing, or other technical service offers, that this agreement shall upon the date any of these offers be accepted shall convert form a month to month agreement to a month minimum term agreement and that DEALER will maintain their account in good standing from that point on, with no fewer paid active accounts than the highest number of accounts in total for that DEALER during the month period or DEALER agrees to a liquidated damage fee equal the remainder of the twenty four months for each of those accounts or $250.00, whichever is greater, as well as any promotional values, credits, discounts or free services received by the DEALER shall be reversed and become immediately due and payable
As for being able to cancel over the phone, we do not allow thatThe dealer must cancel either by filling out the online form (which the dealer did) or by sending a certified letter

The Consumer entered into a month pre-paid term agreement that had a life safety automatic renewal clause requiring the consumer to cancel the agreement with a day advance notice or the service would renew on a month to month basis until such time that the consumer did in fact cancel
servicesDays prior to the end of the month pre-paid term, the consumer provided a day notice to cancel the services and was charged for the additional days required to meet the day minimum notice term per the contract The consumer was also charge a $refundable security deposit as per the contract based on their request to retain leased equipment for an additional days to extend their contract.The consumer was irate that we charge the fees exactly as stated within the terms of our contract and performed a chargeback through his credit card provider for these approved services.The account has now been turned over to collections due to the consumers actions

Complaint: ***I am rejecting this response because:I'm not paying you for services I never used after the first days.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will mail a check for $# Today April 18, This will be mailed priority mail This amount payed will close my account, pay AS Alarm services in full and there will be no further billing, collections or reporting by AS Alarm I spoke with Frsnk H*** from your legal department and he stated all this was correct, as long as payment was reached in days Payment should be in your hands within days
Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because:  I was not made of any these charges or conditions until after 2 months into the program.  I did not agree to them or authorize the charges.  I only agreed to the 5.95 pricing and 90 day satisfaction that is shown on their home page as shown on the attached, not any of the terms which they are referring to. Sincerely[redacted]

[redacted] Here is the complete history on this customer. 11/14/16 – Customer prepaid for 12 months of basic alarm service at $5.95 plus an additional 3 months of free service promotion. At the same time, he agreed to our standard Terms and Conditions. 11/15/16 – Technician provided the customer...

with information to self-program system with the phone number and account number for the Alarm Services. 11/15 & 11/16 – Upon the customer completing the self-programming process, the system immediately began sending in Arm, Disarm, and a Daily Test signal. These signals are not included in Basic Alarm service which the customer purchased. This is spelled out specifically in the Terms and Conditions: 13. EXCLUDED / EXCESS SIGNALS: Subscriber aware that monitoring services provided under this agreement are limited to a single partition within area 00 and area 01 and do not include automatic or supervisory signals, including but not limited to opening, closing or auto tests. Transmission of these types of signals or receipt of any excessive standard signals of any type, (More than 15 signals per calendar month sampled over a 90 day period.) or from partitions outside area 00 and area 01 may cause Contractor to access additional monthly fees to Subscriber account. 12/8/16 – Customer was sent an invoice for all of these non-included signals. The invoice included $8 for Daily Test, $10 for Arm/Disarm, and $5 for non-automated billing. The invoice included detailed information on how the customer could request these excess signals to be stopped or how to prepay so there would not be the $5 billing fee. 12/30/16 – Customer requested cancellation of service. Customer was advised that they could request removal of the additional signals which would reduce/end the additional billing. Customer then requested that their credit card company reverse the valid charges for the alarm services that were provided. When this happens an additional collection fee is added as per the agreed Terms and Conditions. 34. LEGAL FEES: Subscriber agrees to pay costs incurred by Contractor in enforcing its rights under this agreement, whether or not suit is instituted, including but not limited to legal fees, attorney fees, mediation services, court costs or collection costs. As to the customer’s claim that there was an alarm event that was not handled properly, on November 22, an alarm event was received. We placed a call to the customer immediately. We called the customer multiple times as is required by most local authorities to reduce false alarms. Before we were able to contact the police, we received an Alarm Restoral approximately 3 minutes after the initial alarm event which stopped the dispatch process. 11/22/16 TUE  Name: [redacted]            Acct: [redacted]  Dlr:[redacted]           17:01:45 SIGNAL RECEIVED:  (E130 ) E130   4      01              XCP                   BURGLARY AREA 01 ZONE 4                                              17:01:48 Operator Prompted                                       12G          17:01:54 CALLED [redacted]   DIALED [redacted]       12G                     NO ANSWER-XFERED TO AUTO MESSG                                     17:02:51 CALLED [redacted]   DIALED [redacted]       12G                     ANSWR SERV/VOICE M.-NO MESSAGE                                     17:03:37 CALLED [redacted]    DIALED [redacted]       12G                     ANSWR SERV/VOICE M.-NO MESSAGE                                    17:07:04 ADDED MESSAGES                                    ...⇄ XCP                     NO ACTION - CANCEL OR OPENING RECEIVED                    Restore was received at 17:05. At this point, the customer owes for the following: $125.35 initial invoice which was reversed by the credit card company $50.00 chargeback fee $250.00 Collection Fee since customer did not pay prior to being reported to Credit Bureaus/Collection Agency We provided the ordered services as per the agreed Terms and Conditions. The customer chose to have the valid charges reversed by their credit card company. We are simply trying to enforce our rights under the Terms and Conditions.

Complaint: [redacted]
I am rejecting this response because: The consumers statement that he fears for his daughter due to us having some random information on her is ridiculous and goes towards the type of manipulative person we are dealing with hereridiculous, they have all of her personal data, this shows how delusional this company is.The consumer was offered a choice in our last response to reverse the credit on file for future use and to receive a partial refund instead if he went back online to www.cancelmyalarm.com to restart a cancellation.  His response was that he tried that already but we refused cancel his alarm for him when in fact, we stated that we circumvented the cancellation process for the consumer previously as a courtesy, and that's why when he tried to cancel the account through the cancellation department he was told he could not cancel an account that was already cancelled!  But if the consumer wishes to go back AGAIN within the next 5 BUSINESS DAYS, we have reopened the account on a TEMPORARY basis to allow him to cancel the account through www.cancelmyalarm.com to receive a PARTIAL and FINAL refund instead of the REUSEABLE CREDIT. This option is provided under the condition that the consumer does not then begin a campaign of complaints on the deductions taken from the initial payment.  Additionally, if the consumer does not use this option within the next 5 business days, the partial refund option will be closed. yet again, you are required a code.  I will not subject myself to their website and the possibility of hidden catch phrases.  One must ask: Why don't they just issue the credit?  I will not be strong arm by this company to settle this in 5 days with their one sided conditions.If they have reopened the account, without my permission this is fraud!  No one authorized them to do this and I will be contacting the Attorney Generals consumer fraud division in California regarding this new action.  Having said this, if this organization issues an immediate refund in the amount requested, I will cease this complaint with the Revdex.com. 
Sincerely,
[redacted]

I' m rejecting this response because it keeps us at the same place that we started in January.
Alarm services had 30 days to respond to [redacted], which I did inform [redacted] that I in fact will owe approx. $60.00 to this company but not $244.40 as they billed me.  [redacted] waited for response from the Alarm company but never heard from them. They let me know that if the vendor did responded that they would in fact have charged back to me the 244.40 and let the Alarm Services issue me the proper credit, or make a charge adjustment for a amount we both agreed on.   So Alarm services could have been paid in January the $59.90 that was owed to them.  However they decided to start sending me inflated bills and wouldn't take my calls when I tried to call and resolve this issue.  I feel that Alarm Services are trying to over charge me, in order to collect additional funds.
I will agree to pay the $59.90 as I always said I would
I will agree to pay a supposed accounting processing fee, even thought I feel this is a made up fee for $35.00
That would bring me to the amount of $94.90
I will not agree to pay a $25.00 chargeback fee from [redacted], because I called [redacted] on this and spoke to 2 supervisors that both stated that [redacted] never charges vendors a chargeback fee, nor should there credit card processing companies. 
Also I will not agree to pay a $30.00 fee for non-auto billing fee as they say Per "conract". 
Because I don't have a contract with Alarm Services and never did so this isn't a thing.  If Alarm services wants to give me a copy of my supposed contact that would be interesting for me to see.  I have requested a copy of this contract by phone and was never sent one.  The way I understand this fee from a email they sent me, is that this is a $10.00 a month fee if I don't have a automatic payment attracted to my account and they are charging me for Jan. February. And March. But I Cancelled in January is this fee wouldn't apply and they had already stated that I was only owing $59.90 at time of cancellation for 60 day cancellation. Which is the monthly fee basis end off the $244.40 for 60 days.
In closing, I am willing to pay Alarm Services the amount of $94.90 and will mail them a cashiers check ASAP.
Once again, I don't understand why this has gone so far, this could have been resolved in January if the company would have given me a approx. pay off amount in writing or even verbally, or by a response to [redacted].
I feel the amount of $94.90 is fair and hope to put this grievance behind us.
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

If the consumer provides payment for the $94.90 within 15 days we will close the account.

Complaint: [redacted]I am rejecting this response because:
 
The company hasn't answered my two questions yet. Their reply is irrelevant to my questions at all.
 
I suggest to the company to read my questions carefully before response to the case. Otherwise, it just waste the time to back and forth to discuss the same issues.
 
1. The company should provide me the reason for not providing me the invoice and refund form even I called them to ask them to make a correction of my email address in my account. If the company doesn't have my right email address how could Frank * H[redacted] sent those FALSE statements to me?2. On 7/21, Tom R[redacted] proposed that We would like to see if there is a negotiated settlement to resolve this situation. Your current open invoice is $492.75. Here is our offer: Payment for service provided - $52.85 Payment for chargeback fees - $150 Total payment $202.85 6. I followed up with Tom R[redacted] about his proposal on 7/27 but he just wrote Your account has been paid in full and is closed. The issue is closed. Why he proposed a solution if he didn't want to resolve it?
 
Can the company point out that which statement in the response to answer my above questions?
 
The company's response:
We have responded to both of these items multiple times. There were no False statements sent. We do have an audit trail of emails and invoices. They show that we sent some invoices/emails to the wrong email address.
On the payment, the customer has paid the invoice in full and the matter is resolved.
 
 
 
Sincerely,[redacted]

The consumer is not being truthful in their complaint.The signed up online for services on Thursday, October 30, 2014 at 11:32 AM.  The agreement was not a '3 month trial' but a pre-paid 3 month term with 3 additional months at no charge.  At the end of their 6 months the service...

would continue on a month to month term at $1995 until they cancelled services online at www.CancelMyAlarm.com or by certified letter.On May 1st, the credit card charged the 7th months fees at $19.95 as per contract.  On 05/05/15 the consumer went online and cancelled services with a 60 day notice.  The final billing was sent to the consumer for the final balance of $39.90 which was ignored.  The consumer received ample warning that the final balance would be sent to collections if the amount was not paid within 10 business days.  On 08/25.15 over 90 days later the balance of $39.95 plus collection fees in the amount of $289.90 was sent to the agency.This balance will also be reported to the credit bureaus unless the consumer makes arraignments for payment.

Account - [redacted] / [redacted]   Here is the full account history:   10/24/16 – Customer signed up for service and prepaid for 1 year of monitoring at $15.95 per month. This included the free lease of a cellular transmitter. At the same time, he agreed to the Terms and Conditions as listed...

here - http://www.alarmmonitoringservices.com/terms.html   10/25/16 – Customer requested that we send an Insurance Certificate to his Insurance company which allowed them to receive a discount on their insurance.   10/27/16 – Cellular transmitter was delivered to the customer.   11/15/16 – Technician worked with customer to get the device connected. It was discovered that the customer had more than the usual number of devices connected to his alarm panel so there was not enough power to power the cellular device. The customer was instructed to order a power supply for the cellular transmitter.   11/18/16 – Customer ordered needed power supply.   11/21/16 – Power supply was shipped to the customer.   12/21/16 – Technician worked with customer and determined that Cellular Transmitter was online and able to transmit, however, no signals were received.   1/4/17 – Technician worked with the customer and verified that the alarm panel appeared to be properly programmed, however, due to a momentary outage, the cellular transmitter was unable to send signals.   1/12/17 – Technician again worked with the customer but no signals were received. Customer stated that they were getting a phone line installed so Technician could verify functionality of the alarm panel.   2/28/17 – Customer requested cancellation of alarm service which was outside of the 90 Day  Refund as it was more than 90 days since the customer had placed the order.   3/2/17 – Customer sent a Refund Approval Request which detailed the amount of eligible refund. Per the agreed Terms and Conditions, the original payment amounts were reduced by the months after the customer signed up at the month-to-month rate ($29.95) as well as being reduced by the non-refundable activation fees and shipping fees.   5. PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the 60 day cancellation term date. 21. 30 DAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually begin. It is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 30 days of initial order placement or any monitoring service fees charged to Subscriber would be considered valid and due, regardless if services were actually provided or not. In addition, a separate security deposit may be charged to Subscriber payment source for each piece of equipment that Contractor sent to Subscriber for the intended purpose of providing said services. This security deposit shall be refunded once services have begun or upon return of said equipment. 3/14/17 – Alarm transmitter was received back. Technician tested the returned device and determined that it was functioning properly. When connected to an alarm panel, test signals were sent and received with no issues.   As for the customer complaint about the charges for non-completion of setup, this is clearly laid out in the Terms and Conditions as well   21. 30 DAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately, regardless of when monitoring services actually begin. It is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 30 days of initial order placement or any monitoring service fees charged to Subscriber would be considered valid and due, regardless if services were actually provided or not. In addition, a separate security deposit may be charged to Subscriber payment source for each piece of equipment that Contractor sent to Subscriber for the intended purpose of providing said services. This security deposit shall be refunded once services have begun or upon return of said equipment.   As for the customer complaint about the deposit upon cancellation, this is clearly laid out in the Terms and Conditions as well:   16. SECURITY DEPOSIT: If a security deposit is required on a newly ordered product, said deposit shall not be considered the full value of the item, but a partial value only. Upon return of the equipment, the previously held security deposit will be returned to the Consumer within 30 days, less the cost of any repair, refurbishing or repackaging required. If item is damaged beyond repair, or is not returned within 30 days of end of services, Contractor has the right to charge the retail value of the item to Subscriber. Upon cancellation of services, Subscriber will be immediately charged a refundable deposit equal to the full retail value for any of Contractors equipment still in their possession, less any previous deposits received. Subscriber is then to disconnect, remove and provide return of any of Contractors equipment within 30 days of end of service term. Should any property of Contractors not be returned within this 30 day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment.   To summarize, the customer prepaid for alarm service, and we provided the leased device. We worked repeatedly with the customer to get the product working. As the device worked perfectly once returned, the trouble was with the customer’s alarm panel itself. As the problem was not related with our product or service, the customer received the refund due them based on the agreed Terms and Conditions.

The consumer ordered alarm monitoring services of their existing alarm system.  We shipped a cellular transmitter to the consumer and they installed it within a few days of its receipt.  After its installation, they tested their alarm system and sent in several alarm signals verifying its...

proper operation.  however, several hours later, their existing alarm system failed and has ceased to work since then.  Our service agreement excludes any liability for the consumers equipment what-so-ever. ?

May 25, 2016 – Customer prepaid for 3 months of service. As stated in our Terms and Conditions, services start at the time the order is placed:
 
21. 30 DAY COMPLETION: Pre-paid service fees are automatically charged upon initial order placement and shall begin to apply immediately,...

regardless of when monitoring services actually begin. It is the Subscribers responsibility to verify completion of system monitoring and to notify Contractor if service has not been started within 30 days of initial order placement or any monitoring service fees charged to Subscriber would be considered valid and due, regardless if services were actually provided or not. In addition, a separate security deposit may be charged to Subscriber payment source for each piece of equipment that Contractor sent to Subscriber for the intended purpose of providing said services. This security deposit shall be refunded once services have begun or upon return of said equipment.
 
June 17, 2016 – Our technician worked with the customer and determined that we were receiving calls from his device, but due to a bad VoIP connection, we set the account up as a General Alarm. This allows us to still monitor the system even with the bad connection. The technician explained this to the customer.
 
July 1, 2016 – we received a valid General Alarm signal and tried to contact the customer and ultimately contacted the local authorities
 
July 17, 2016 – we received a single signal which is not a valid General Alarm (which the customer states was not an actual alarm); we did send an email notification to the customer of the signal
 
July 18, 2016 – we billed the customer $19.95 for his August alarm monitoring bill as his prepaid 3 month term had ended.
 
July 19, 2016 – customer submitted a cancellation request; this request was excepted with our standard 60 day cancellation notice:
 
20. SERVICE CANCELLATION: As this is a life safety service, Subscriber hereby agrees to a specific cancellation procedure that requires on line cancellation at http://www[redacted] a minimum of 60 days prior to intended cancellation date or as an alternative method of cancellation may request cancellation in writing, 60 days in advance, BY CERTIFIED MAIL, RETURN RECEIPT REQUIRED. This request must be sent to Contractor at their place of business, with the following information; (a) Alarm Account Number. (b) Account Password (c) Alarm Premises Address. (d) Contact Phone Number (d) Last 4 of their Social Security Number or Federal I.D. Number if a business. (e) Date Termination Is To Take Place with a Minimum 60 days advance notice.
 
As the customer has already paid for August, his remaining balance is $19.95 to cover the other 30 days of required cancellation notice.
 
At this point, we have provided service to the customer under our Terms and Conditions. His account is fully paid and cancelled. We have charged him a $99 deposit for his equipment. We will refund this deposit charge once the device is received back in good condition within 14 days.
 
16. SECURITY DEPOSIT: If a security deposit is required on a newly ordered product, said deposit shall not be considered the full value of the item, but a partial value only. Upon return of the equipment, the previously held security deposit will be returned to the Consumer within 30 days, less the cost of any repair, refurbishing or repackaging required. If item is damaged beyond repair, or is not returned within 14 days of end of services, Contractor has the right to charge the retail value of the item to Subscriber. Upon cancellation of services, Subscriber will be immediately charged a refundable deposit equal to the full retail value for any of Contractors equipment still in their possession, less any previous deposits received. Subscriber is then to disconnect, remove and provide return of any of Contractors equipment within 14 days of end of service term. Should any property of Contractors not be returned within this 14 day grace period, regardless of cause, Subscriber agrees that they are responsible for payment for retail value of equipment.

Here is the situation:
Customer prepaid for 60 months of service on 6/9/14. This service was using his existing equipment which happens to include a 2G radio.
As the cell carriers have announced that they will be discontinuing 2G service at the end of 2016, we have been reaching out to 2G...

customers to upgrade to a new 3G/4G radio.
We offered to sell the customer an upgraded radio that will work after the end of the year. If the customer does not upgrade, then their device will cease to work. This is outside of our control as this is the cell carriers discontinuing the network.
Instead of accepting the upgrade offer, the customer requested to downgrade to dial-up phone service. In order to make this happen, we will need to have a technician work with the customer to disconnect the cell communicator and re-program his alarm system This is a $35 service which is what was billed.
The customer can cancel at any time by going to CancelMyAlarm.com or sending a certified letter. The customer has not done either.
As for any refund, there is none owed. Upon cancellation during a prepaid term, we re-calculate the pre-paid monitoring fees at the month-to-month rate which is currently $19.95. The customer has used 29 months of service and would have an additional 2 months as cancellation requires a 60 day notice.
The math is as follows:
Prepaid monitoring fees paid – 60 * $5.95 = $357
Month to month re-calculation – 31 * $19.95 = $618.45
Here is the information from our Terms and Conditions:
5. PRE-PAID MONITORING REFUNDS: Should Subscriber cancel services prior to the completion of any pre-paid monitoring term, a refund of any pre-paid monitoring fees shall be refunded to Subscriber after the pre-paid term is recalculated on a month to month rate for the entire ordered term through the end of the 60 day cancellation term date.
At this point, the customer has a few options:
1.       Do nothing. If the customer does nothing, at some point after the end of the year, the alarm system will stop communicating as the cell carriers turn off the 2G network.
2.       Upgrade to 3G. Any amount paid for the device would be usable to discount future month to month monitoring fees.
3.       Downgrade to dial-up monitoring. This would require a tech appointment and a $35 tech fee.
 
The customer needs to contact us to advise the desired course.

Complaint: [redacted]
I am rejecting this response because: The Consumer ordered services for his daughter and failed to complete the setup due to his daughter moving out of the country for a few months. THIS IS TRUE When Ben P[redacted] discussed the 90 Day cancellation Guarantee as shown below he tired to explain that the company could offer a partial refund but the account would be closed without recourse vs. allowing the bulk of the amount to be available for reuse in the next year or two when his daughter returned to the states.  THIS IS NOT TRUE, THERE WAS NEVER EVER ANY PARTIAL OFFER OF REFUND FOR THE PURCHASE OF 7 DAYS OLD. But the consumer had tunnel vison on the "no refund" statement and said the company needed the money more than him.  In an effort to assist the consumer, instead of requiring the consumer to cancel his account through www.cancelmyalarm.com, Mr. P[redacted] sent the consumer an email closing the account with a letter of almost full credit available for reuse when his daughter returned.  THIS IS SOMEWHAT TRUE But the consumer decided to start calling our sales representatives recording the phone calls in an attempt to get one of them to offer him a refund contrary to our 90 Day written policy.  THIS IS NOT TRUE, KNOWING THAT THIS COMPANY WAS A STICKLER FOR POLICY NOW, I WANTED TO MAKE SURE THE ACCOUNT WAS CLOSED AND NO AUTO BILLINGS WOULD OCCUR.  YOU CANNOT JUST SIMPLY CANCEL AN ACCOUNT WITH THESE GUYS, YOU HAVE TO CALL, WHICH I DI, AND GET A 4 DIGIT CODE WHICH THEY REFUSED TO GIVE ME TO CLOSE THE ACCOUNT. When he failed to do that, and Mr. P[redacted] picked up the phone line to confront him on his actions, he claimed that our hold music has announcements that we offered full refunds. (We have no hold music or announcements.)  NOT TRUE, I WAS TRANSFERRED TO BEN BY PHIL AFTER PHIL RESEARCHED MY ACCOUNT.  We are still willing to give the consumer a PARTIAL REFUND, but then there will be ZERO available credit available in the future.  If this is what the consumer wishes, then he MUST go through the proper cancellation process on line at www.CANCELMYALARM.com and a partial refund will be calculated and offered to him.  I CANNOT DUE THIS, THEY DID NOT GIVE ME A NUMBER AAND AFTER BEING FORWARDED TRU ACCOUNTING TO GET MY ACCOUNT TEMP USER NAME AND PASSWORD, THEY WOULD NOT GIVE ME THIS REQUIRED NUMBER.  I AM SURE AS AN ALARM COMPANY THEY RECORD THEIR CONVERSATIONS, PLEASE ASK THEM FOR A COPY AND LISTEN.  I CLEARLY ASK AND AM NOT GIVEN THE NUMBER.  INSTEAD PHIL WENT TO BEN AND ALL HELL BROKE LOOSE THEN.  KNOWING THIS COMPANY AS I DO NOW, I FEAR FOR MY DAUGHTERS SAFETY SINCE THEY HAVE HER INFORMATION.  I CAN ONLY IMAGE WHAT FEES AND CHARGES THEY WILL TRY AND DEDUCT FROM THE ORIGINAL PAYMENT AS A REFUND.  I CANNOT IMAGINE THAT IN THE YEAR 2017, THAT THERE IS A COMPANY SUCH AS THIS DOING BUSINESS THIS WAY!
Sincerely,
[redacted]

We provided monitoring services to the customer. Customer claimed that his alarm system was not working correctly even though it was and still is sending in signals (a test signal was received on 8/1). We did not install nor do we service his alarm system. We simply provide monitoring service....

Customer's alarm system was submitting valid alarm signals so the service was functioning properly.
Customer then did a chargeback for all invoices charged. One of these invoices was for equipment that was returned. We would have refunded the equipment fee but the customer did not contact us and ask about that.
Once the customer requested that his bank reverse the charges, we are out additional fees for collection of money due as we provided a service. Under our Terms and Conditions, we added these collection fees.
Customer has since paid his account in full including all fees and this account is closed.

We have responded to both of these items multiple times. There were no False statements sent. We do have an audit trail of emails and invoices. They show that we sent some invoices/emails to the wrong email address.
On the payment, the customer has paid the invoice in full and the matter is resolved.

Under the fair debt collection act we cannot respond to the consumer directly.credit complaint.  They must issue their written complaint to the collection agency that sent them the notice instead.

Complaint: [redacted]
I am rejecting this response because: the business has failed to send the contract. Second, the business never sent me a notice to return any equipment and third, they accepted a verbal agreement to allow me to pay 2 months and instead sent over different arrangements. They have failed to respond to issue of their fraudulent and unfair business practices. This needs to be investigated further.
Sincerely,
[redacted]