Midco

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

Please see attached confidential response to the complaint

Midco did not find the equipment at the drop box or in its inventory. The outstanding balance includes charges for the equipment as well as past due service charges. Our customer should contact Midco's Account Management Group so we can discuss settlement of the account at ###-###-####

We have received and reviewed the complaint for Mrs. [redacted].  Unfortunately when Midco acquired the Lawrence, KS area the seller did not forward all of the necessary information regarding accounts.Mrs. [redacted]'s account has been credited the $29.43 and her balance is zero.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because:Still do not appreciate the hassle and no contact being made to us and that we were lied to.

We talked to the customer and we have agreed to refund all amounts as requested in the complaint.

I am rejecting this response because:
The stated dates and times are incorrect and recorded phone calls will show that they had informed me of no 30 dollar credit. I wasn't informed about any past due amounts until later. I am still...

very unhappy with how they operate. Charging me for professional installation and charging me for two months of service. Giving me a credit for one and disconnecting services have way through another month and still charging for full month.

After researching customer's account it appears two separate withdrawals were established; one for Electronic Funds Transfer from a checking or savings account and one recurring payment for a debit card. All recurring payments have been removed from customer's account. Attached is the customer...

requested letter verifying banking information has been removed from account.

I am rejecting this response because:  Unfortunately, I have yet to receive the check although it may be in the mail.  Once we receive the check that I will be happy to accept the response.  Thank you.

We have received and reviewed Ms. [redacted]'s complaint.   We have located the remaining pieces of EQ and it has been removed from her account.On Friday, Dec 9th a call was made to Ms. [redacted] and a message left explaining that we had.  Our apologies to Ms. [redacted] for this...

inconvenience.

Initial Business Response /* (1000, 5, 2015/06/08) */
We have received and reviewed Mr. [redacted]'s complaint. On 05/13 the previous account holder called in to have his roommate [redacted] added to the account. On 05/20 [redacted] called in to take over the account. When he took over the account he became...

responsible for any outstanding balance.
On 06/02 Mr. [redacted] called in, stated he is not responsible for the past due on the account. He stated that he is not responsible for the past due balance, that his roommate was supposed to have taken care of it. We advised him that he should contact his former roommate to pay the past due.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed of an outstanding balance. It is UNACCEPTABLE to not fully inform me of any outstanding balances prior to taking over the account. You purposely kept me in the dark. That wasn't even in small print. That is unethical business.
Final Business Response /* (4000, 9, 2015/06/18) */
Midcontinent has contacted Mr. [redacted], discussed the issue and resolution was agreed to.
Final Consumer Response /* (2000, 11, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The resolution is not listed here. I was contacted after they listened to the recording of customer service telling me that there was no balance at the time of me taking over the account, just as I had stating in my my first phone call and in my original complaint. They have agreed to refund 135.00 via check as I have moved and disconnected my service. This is the resolution in which I have agreed to.

I am rejecting this response because: That is not correct, when I called in I also told her to disconnect me before I hung up !I am not going to go back and forth on this matter because your greed prevents you from providing good customer serviceand that is why you will be losing customer back to Cable One.You can put all the extra charges on my bill you want but the fact remains is that I will not be paying more than what I was payingbefore you tried to screw me over and lost my business ! Have a good day and hope your customer service gets better in the future......................

Initial Business Response /* (1000, 9, 2015/10/05) */
We have received and reviewed the complaint submitted by Dr. [redacted]. We are currently not an option for her. Based on the survey map, her house sits farther back than the other homes on the street and we would need to extend service to her...

home at a cost of $4800.00, of which $2400 would be the customer's cost. If she would like us to continue with the extension, we will set her up on a contract to compensate for the portion we pay for the extension. We will not be providing her with three months of free service at this time because she is not serviceable to do so.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed up for services back in June and a surveyor came out to my house, they viewed my property and said the neighbors box is more than 500 feet from our house and that they would have to wait 2-3 months before a box could be installed. AT that time he never said they couldn't do it. If they couldn't he should have told me at that time that makes me assume, it can be done, but they do not want the large project. In addition, I took it upon myself and measured my neighbors cable box and it is NOT more than 500ft. I have 3 neighbors with a box within 300ft. Mid continent (MC) is correct that my house sits the farthest back on my street, but I have a house kitty corner to me (100 feet from my house) that sits as far back on their street as my house does on my street and they have Mid continent as their service provider and it works great. All my neighbors have MC for their service provider. There is NO other provider that will service my area. There should be a standard install to set up cable and internet. $2400 is outrageous!! They do not charge that as a standard install. After I get service either from a cable running from 3 other choices of neighbor cable boxes, or you install my own, I would like 6 months free cable and internet.
Final Consumer Response /* (3000, 14, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed up for services back in June and a surveyor came out to my house, they viewed my property and said the neighbors box is more than 500 feet from our house and that they would have to wait 2-3 months before a box could be installed. AT that time he never said they couldn't do it. If they couldn't he should have told me at that time that makes me assume, it can be done, but they do not want the large project. In addition, I took it upon myself and measured my neighbors cable box and it is NOT more than 500ft. I have 3 neighbors with a box within 300ft. Mid continent (MC) is correct that my house sits the farthest back on my street, but I have a house kitty corner to me (100 feet from my house) that sits as far back on their street as my house does on my street and they have Mid continent as their service provider and it works great. All my neighbors have MC for their service provider. There is NO other provider that will service my area. There should be a standard install to set up cable and internet. $2400 is outrageous!! They do not charge that as a standard install. After I get service either from a cable running from 3 other choices of neighbor cable boxes, or you install my own, I would like 6 months free cable and internet.
Final Business Response /* (4000, 16, 2015/11/03) */
We are looking at a potential plant expansion and someone will be contacting the customer. There will be no credits, as stated in our first response.

The bank is identified by the routing number assigned specifically to the bank. Routing numbers are not specific to an individual bank customer. The routing number was correct, but the account number was incorrect. When the customer’s bank received a request for payment, a valid bank account number could not be matched and they rejected the payment request. The customer's information was not compromised in any way.When a payment is made with a checking account, the payment is processed by ACH. This process works differently than if paid by a credit card. With an ACH payment, the bank does not approve a payment until the payment clears the ACH process. With a credit  card, the financial institution is queried for immediate approval, an authorization is obtained, and funds are held by the bank to cover the transaction. There seems to be confusion in the difference between a Midco confirmation number that identifies the customer made a payment and an authorization number from the bank that the payment was approved.We apologize that the customer had a poor experience when calling about the issue. We expect that all customers will be treated fairly with courtesy and respect. It is disappointing to hear that the customer felt they were not treated well. We will provide appropriate coaching to those with whom the customer spoke.The customer’s checking account was not charged for this payment because a valid checking account was not found by the customer’s bank. The customer’s Midco account was not charged any fees related to this issue. The customer’s Midco account was not suspended and will not be suspended due to this issue.

We have received and reviewed Ms. [redacted]'s complaint.  It appears that the modem was removed from the account in error.  Her account was not disconnected, nor were services blocked but with the modem being removed, it did not have provisioning to provide internet access.  Her first...

call to us was around 11:50 am..  The last call was around 12:25 pm.  In the process of that call, we were able to get internet services working again.  We will issue a credit of one month's internet service.

Initial Business Response /* (1000, 7, 2015/09/11) */
We have received and reviewed the customer's complaint. We were able to expedite the bury drop, however with the holiday this past Monday it will not be until Monday, or Tuesday the 15th at the latest.

A keying error of the customer’s checking account number caused this payment to be rejected by the customer’s bank. Funds were not collected by Midco for the payment. Midco did not charge the customer any fees associated with the rejected payment. The customer’s Midco account was not suspended and...

will not be suspended because of this payment issue. At no time was the customer’s personal information compromised. We apologize for the inconvenience and confusion this caused.

Initial Business Response /* (1000, 5, 2016/01/29) */
We have received Mr. [redacted]'s complaint and reviewed his account. On 10/14 the DVR & EMTA were returned, but the customer did not request both services to be disconnected. We do not disconnect services without the customer's authorization. ...

They would still be able to have cable without a DVR. We made multiple calls to the customer in Oct and Nov and did not receive a call back until 11/23 when Mrs. [redacted] called in. She was not authorized at the time but was told that [redacted] could either call back to authorize her-we do not require any forms to be filled out to add an authorized user. [redacted] called in 11/23 and was told they were up for disconnect and that since he had not requested us to disconnect services he is responsible for the charges and that a full disconnect of his services was scheduled for 11/30. He did not request the cable or phone to be disconnected during this conversation. There is still a modem to be returned.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We had spoken to someone previously about returning the equipment and she had told us to just return the equipment and we would no longer be billed. Check your "quality assurance" calls. This was when my wife was able to talk to someone.
Final Business Response /* (4000, 9, 2016/02/01) */
On 11/23 we spoke to both Mr & Mrs [redacted]. Mr. [redacted] was told that the account was up for disconnect on 11/30, which is when billing stopped. He did not ask us to disconnect the account on 11/23, therefore we stand by our original response.

We're sorry that there have been some issues with the security questions populating. This is an intermittent issue and our developers are working to track down the problem.  We do offer other payment options without speaking to a representative. Payments can be made online from www.midco.com...

without logging into My Account. To the right of the My Account login, there is a button that says "make a payment." This button can be accessed 24/7 and does not require a password. Payments can be made from a bank account or with a Visa, Mastercard, or Discover credit or debit card. Our automated phone system is also available 24/7 for payments. The Customer Care team answers calls for any issues 24/7/365. We have live chat available from 8 AM – 12 AM every day of the week. In addition, support is offered through our Twitter and Facebook social channels from 7 AM – 12 AM every day of the week. We are happy to assist in any of these contact options.