IDT Corporation

IDT is in receipt of the card number supplied by the complainantAccording to the details, this particular card was activated (purchased) on July 16, Please be aware that there is a monthly maintenance fee in the amount of $that is deducted from the card beginning on the thirteenth (13th) month after activationGiven that the value of the card was $25, the full balance was depleted by May of The monthly maintenance fee is disclosed on the card packaging, the back of the card itself and in [redacted] Terms & Conditions

Our records show a number of attempted calls to Estonia that did not completePlease note that the [redacted] account was not billed for any of these callsThe complainant requested a refund for the account balance of $Therefore, the balance was refunded to the credit card on file on December 1,

The consumer had set up her account with the EZ Pay option in which the amount of each monthly invoice is automatically deducted from the credit card number provided to us on the due date of each invoiceIDT received a written request from the consumer on June 6, requesting cancellation of the accountThis written notice was received after the first of two returned payments was charged to the credit card number on fileBecause IDT was not advised to cancel the account or remove the EZ Pay option from the account prior to the date in which this first payment was due (May 20, 2014), IDT believes that the first dishonored payment fee in the amount of $is valid and cannot determine why credit should be issuedGiven that the second of the two dishonored payments was deducted on June 19, 2014, IDT issued a credit for the dishonored payment fee that was applied for that particular payment ($20.00)The remaining balance on the account is $and represents two unpaid invoices (because they were both returned as unpaid by the bank) in the amounts of $and $as well as the one remaining dishonored payment fee of $IDT believes that given the circumstances, this is a fair and reasonable attempt to resolve this matter

On January 19, 2015, IDT received the complainant's invoice that was returned by the US Postal Service indicating an insufficient addressConsidering that the account holder may have moved out of the location in question, IDT blocked long distance serviceWe received another invoice from the US Postal Service on March 10, for the same reasonOnce the account holder contacted us (on April 20, 2015), we were able to verify that the line had not been abandoned and restored service immediatelyPayments that are sent to IDT are processed through a lockbox, which is an automated system for payment processingIf a customer does not utilize the long distance service, IDT does not provide a refund for monthly service fees, taxes or other chargesAccording to the account records, the usage generated from the account while the long distance service was blocked, was placed from the long distance calling card that can be used when away from homeGiven that the requested refund is for legitimate charges generated from the calling card (in addition to the appropriate monthly fees & taxes), IDT is not in a position to provide a refund or credit

IDT requires the PIN for the calling card in order to investigate furtherUpon receipt of the PIN, we will have the ability to look into the account and correct any problems that may be preventing the end user from successfully placing calls

Complaint:***
I am rejecting this response because:
The sixteen digit number for the card is ***
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
While we never received an e-mail asking for verification and their customer service said they never even received my request for cancellation on 3/10, I accept the ultimate conclusion
Regards,
*** ***

Thank you very much for your helpA refund of $from IDT America for my deceased mom, *** ***, was delivered to me via Fed Ex today

IDT requires the sixteen digit number of the gift card in question in order to investigate furtherWithout this number it is impossible to view the account and billing history of the card in question

IDT contacted the complainant by phone on 5/24, 25, and and sent an email on 5/We spoke with the complainant on 5/and she indicated that she did, in fact, receive her money back (which was the source of the complaint.) We asked if there was anything else we could do and the complainant
said no, which makes sense because the thing she complained about had already been resolved

IDT discovered that the initial transaction attempts were unsuccessful due to a mismatch of credit card information provided and information maintained by the bankThe complainant has advised us that a successful attempt was made by using a different credit cardTherefore, his account has been created and he is now able to utilize the Call Me service

IDT sent a refund check in the amount of $to *** *** via ***The tracking number for the shipment is *** *** ***

I am rejecting this response because:IDT now admits they turned off the service and that they did not contact me about it, Their flippant tone shows no concern for the actual timeline of the deployed military member. Also, their response is written as if they have knowledge of the exact timeline, including the return to the states and later return to home, and re-deployment status of the military member making this claim. They neither inquired about the timeline nor care how the customer was affected. IDT has made every effort to try and obfuscate the facts. To re-iterate:1) IDT cut off the long distance home phone service of a deployed military member without warning, email, letter or other communication indicating they were doing so.2) Military member was able to use calling card portion of the long distance service while in the states but not yet home, so the un-advised cut-out of home service was not apparent.3) IDT continued billing and receiving for all services, home and calling card.4) After being home for a month, the military member realized he had no home phone long distance service despite paying for it.5) The military member respectfully requested a refund for the home service long distance for that month (around $12); the military member did not ask for refund on any long distance calling card (around $30).Unfortunately the sophomoric response of IDT during phone calls to customer service, and unprofessional Revdex.com responses IDT continues to produce reveals a complete lack of professionalism on their part

In the complaint, the account holder states that the transaction in question took place on February 2, We did not see a transaction that went through on this dateWe reached out to the complainant to clarify the date and obtain a statement that verifies the amount in question ($10) was
successfully deducted from the accountThe account holder then stated that it occurred in January and advised she would send a copy of the statementTo date, we have not received a copy of the statement and cannot proceed until verification of this transaction is provided

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I am rejecting this response because I have already
done what they have asked me several times by phone and by emaili have filled several reports with their company's technical department and I am still unable to connectThey have never addressed the issuesSee copies of my emails below.to support The PIN number is: ***Access Phone Number I use to phone Colombianita Card: ###-###-####Phone number that I have been trying to reach in Colombia:***You are asking me for a registered numberIs it the same as the access number?Dear *** ***In the first place we would like to apologize with you for inconvenience all this situation might have caused to you.To be able to provide further assistance on this matter, we ask you to please reply this email with the following information so we can check on your account and see what the situation can be.Please provide us your calling card PIN number, your registered phone number and the number you try to reach, the destination numberAfter you send that information, we would be able to see what is going on.We sincerely hope this email has answered all your inquiriesPlease do not hesitate to contact us again if you have any other question or you need further assistanceYou could reach our Customer Support at ###-###-####, chat with us or reply to this email and we will be more than glad to assist you.Best Regards, Giovanni Support TeamUnion Telecard AllianceUniontelecard Support -----Original Message-----From: *** *** ***Sent: 03:12To: ***Subject: The worst customer serviceI am extremely disappointed with the way my issue has been handledI havetried to speak to so many people in your company and still my issue has notbeen resolvedMy next step is to go through the Revdex.comIthink your company is not dealing with my issue properly, providesmisleading information and it still charged me for a service that is notworking.Here is the issue:Since three weeks ago I have been trying to phone my family but I have notbeen able to go through because it says that I have reached a "non workingnumber" which is not true because my family's phone number is a workingnumber.What I tried to do:I had a chat-live sessionExplained the problem and the guy who I wastalking with told me that he had tried the pin number and the access numberand that it was working fineHe said "you should not have a problem, now".I tried but it did not workAs I did not have time to phone immediately toyour customer service desk I phoned Sunday, march 1st againSecond attemptThis time I phoned, I talked to someone called Dan andhe gave me another access number ( ***)He said "This should work".I tried and failed again because it did not recognize my pin numberI phoned again and Dan answers and said to me "I am sorry but you haveto phone this other company's customer service phone number because yourpin number is not ours"I could not understand that answer at all becauseI have been phoning the company whose customer support number appears in myaccountI tried to call ***, the phone number that Dan gave me and itwas an automated system that got disconnected without resolving my issue.I want your company to solve this issue and compensate me for all the timelost

Upon receipt of this complaint, we checked the Boss Revolution account linked to the telephone number: ###-###-#### and the account shows a status of active with a balance in the amount of $It appears that the card is active and ready for useIf there are any further problems with
this account, please do not hesitate to contact IDT

Calls placed from a cell phone are sometimes billed at a higher rateTherefore, since the balance is typically so low, there may not have been enough funds to complete the calls from a cell phoneThis may be why the calls were successfully placed via the landline phoneIn the rebuttal, the complainant claims that she will no longer be using this cardTherefore, it will be impossible to know for certain if this was the problemAs previously mentioned, several test calls were placed and IDT has been unable to duplicate the problem

The Visa Gift2Go pre-paid gift card contains a disclosure on the back of the card and the card packagingThe disclosure reads, "A monthly maintenance fee of $per month beginning on the first (1st) day of the thirteenth (13th) month from the day of purchase will be applied to any remaining
balance after twelve (12) months of inactivity, except where prohibited by law." Also, according to *** Civil Code 1749.45, "As used in this title, "gift certificate" includes gift cards, but does not include any gift card usable with multiple sellers of goods or services." Given that the Gift2Go card in question bears the Visa logo, it is usable at any merchant that accepts cards that bear the Visa logo, and is therefore permitted to apply the monthly maintenance fee that was applied to the card in question

To address the complainant's rebuttal, IDT agrees that Verizon's records will reflect any international calls that were not properly placed through the use of the Boss Revolution calling card accountTo reiterate, when a call is not properly placed through the use of a calling card product, the call is then placed directly through the wireless carrier's networkIDT is not responsible for this type of errorFurthermore, there is no monthly fee associated with the Boss Revolution pre-paid calling cardWhen a call is properly placed through the use of Boss Revolution, the call is carried through our network and billed at the rates advertised by Boss RevolutionIDT has nothing to gain by refusing or redirecting calls intended to be placed through the use of the Boss Revolution card (not to mention that such action is impossible to execute)We regret that there is nothing more that can be done