Midco

Initial Business Response /* (1000, 5, 2016/01/11) */
We have received the complaint submitted by Ms***The first we were notified that they were not receiving a bill was 11/27/15, they've had service since 09/20/No return mail has come back to MidcontinentIn November we asked the
customer if they would want the statements emailed in one of the email chats but the customer ended the chatWe have verified their address, their bill is getting mailedOur other option is to email them, with the customer's consent

Please see attached

We apologize for the inconvenience to Ms*** and have removed the disputed charges from her account

I am rejecting this response because:I explained what I wanted the CS person to do regarding the loss of Internet speedI believe that calls were either not recorded or deleted as they don't substantiate the loss of service I encounteredThis is why I asked the CS person to check other complaints in my neighborhood as well as delivered speeds during peak usage and they will see the lack of service they provided during the initial takeover

I am rejecting this response because: This all could have been avoided if they had not lost my application in the first place and then when they sent me a new one if they would have included something that said what kind of documents the needed

The first bill that the customer received was for:4/13/16 5/07/Midco Limited Internet His next bills were as follows: 5/08/16 6/07/Midco Limited
Internet 6/08/16 7/07/Midco Limited Internet 39.95 His first bill was for a partial month, so there was no rate increase from 5/8-6/7. The customer disconnected his internet on 6/and there is a credit on his bill that just went out on 6/

We have made multiple attempts to reach out to *** as well as her son
There was quite a bit of confusion in the acquisition of WOW and unfortunately not all information was communicated both internally as well as to customersAdding to the confusion were changes in contracted services and rates with the property management companyThat being said a credit has been issued and a check will be mailed to the address on record for ***

Ms***'s account was temporarily disconnect because of her own past due delinquency and Mr***'s past debt did not have any bearing on that disconnectionServices were restored after Ms*** satisfied the past due amountsHowever, because Mr*** called Midco regarding Ms
***'s account and identified himself we were able to trace his information back to a previous bad debtAnd because he resides at the same address as Ms*** that household has now been identified as an indebted householdAccount Management has spoken with Mr*** and made payment arrangements

On July 28, 2016, Midco received a call from our customer inquiring about his account balance and the late fee. After discussing his account, Midco offered to waive the late fee which was credited on his August statement.On August 15, 2016, Midco received a call from our customer to disconnect
services because of billing A Midco representative explained to him that his previous payment on July 8, did not cover the full amount due, and the customer ended the conversation before our Midco representative could finish reviewing the complete bill with him.Our customer disconnected his services on August 15, and charges for Midco's services have been adjusted accordingly and reflected on his September bill

Initial Business Response /* (1000, 7, 2015/09/11) */
WE have received and reviewed Mrs***On Aug 31st one of our customer service managers talked to Mrs***He apologized for the experience regarding the bury drop and explained the processPer the contractor it will be completed this
weekHe also assured her that we value her business and take pride in how we treat our customersHe credited her account $per her requestIn listening to the call, he heard the agent she had talked to apologize many times and offered to escalate this if it was possible

I am rejecting this response because:One past customers account should not be held against another existing paying customer

Initial Business Response /* (1000, 5, 2016/01/18) */
We have contacted the customer and explained that we hold our contractors responsible for restoration until everything is reestablishedWe also explained that there was nothing we could do in the winter and he will be the first thing in the
spring
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was called and the response I got from the business was satisfactory - so as long as the contractor shows up in the spring and repairs the grass to my standard, everything should be fineTHANK YOU!!

Initial Business Response /* (1000, 5, 2015/09/03) */
We have received and reviewed Mr***'s complaintOn 8/he had called in, but the address he had entered online was for a bulk accountWhen our representative called Mr *** back she asked if that was the address he
wanted service atHe said no and she explained that he needed to enter his correct addressThe address he had entered on 24th St qualified for the lower price as it is a bulk accountHis correct address is not, therefore the pricing would be different than the pricing for the wrong addressThe address he gave on 24th pays for basic cable as part of the rent

in researching account records back to 2011, when the customer started service with Midco, there are no calls regarding his internet speed. There are, however, numerous calls in January and February of with Aaron & Karen regarding the outstanding balance. During those
calls Aaron did not mention his internet

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

USAC Lifeline rules mandate re-enrollment of Lifeline benefits on an annual basisThe customer received notification from USAC on October 20th to recertification Lifeline benefits before December 18,2017(attached sample letter included)On November 7, USAC denied the recertification
because of incomplete or missing information in the Subscriber section of the applicationOnce USAC rejects applications, carriers are notified to de-enroll the customer. After receiving de-enrollment information from USAC, Midco sends out a letter stating we have been notified from USAC that services must be de-enrolledWe also give the customer the option to reapply by completing an enclosed application and including required eligibility documentation (attached letter included)February 7, we notified the customer that supporting eligibility documentation dated within the last year, which is required by Federal law, was not included in his applicationIf the customer would like to submit supporting eligibility documentation dated within the last year, we can process his application and apply the Lifeline credit to his accountAcceptable documentation can include: INCOME BASED DOCUMENTATIONLast year's federal, state or tribal tax returnCurrent annual income statement from employerThree consecutive months of most recent paycheck stubsUnemployment/Worker's Compensation statementChild Support document (if proves income)Divorce decree (if proves income)Retirement/pension benefits statementOther official document that proves total household income PROGRAM BASED DOCUMENTATIONA federal or tribal notice letter of participation in a general assistance programExamples would be housing award letter, SNAP statement, Medicaid award letter.Veterans Administration benefits statementSocial Security benefits statement

Initial Business Response /* (1000, 5, 2015/05/20) */
We have received the complaint from Mr***However Midcontinent does not have an account for *** ***Therefore we are not able to respond to this complaint
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
There is not an account in my name but however if they would have looked at the address we do have service threw them and it is in my wife's name *** ***
Final Business Response /* (4000, 9, 2015/05/27) */
Mr***'s name is not listed on the account for Ms***Therefore, to protect the customer's privacy we could not release any information

I am rejecting this response because:
I still have charges on my account and have had to run around and re do things for you to take some charges off, not all I did it all correct the first time and should not of been threaten with a collection charge by your staff It is your company making it difficult and trying to collect money on itmes returned already I have a balance of on my account which I feel is not fair

The customer did call in on 5/regarding the partial month billing and to say that he would be filing a complaint, and then hung up. It was not until 6/when he called in that service was disconnected. His final bill is $

We have had contact with Mr*** regarding his complaint Our manager in Bismarck spoke with him and explained that we will be clearing the balance that was owing at the collection agency and sending him a refund for the amount that he paid themHe was very appreciative of the call