PROCORPSA

We are in receipt of your letter dated September 9, 2016, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong contacted Mr. [redacted] on September 12, 2016 to discuss his concerns regarding...

internet and service related issues. During the conversation, Mr. [redacted] confirmed that his internet service has been restored, and he has not had any additional internet related issues. Due to the inconveniences he experienced throughout the process of restoring his service, Armstrong is crediting Mr. [redacted]’s account for one month of service plus an additional $20.00. Mr. [redacted] expressed satisfaction with this outcome; therefore, Armstrong considers this matter to be closed.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

March 29, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Your reference: [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 24, 2018, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.Armstrong empathizes with Ms. [redacted]’s frustration regarding her payment for services. Ms. [redacted] originally subscribed to her services under a promotional rate for new customers that recently expired. Ms. [redacted] contacted Armstrong on March 23, 2018 to inquire about the advertised rate for new customers as seen on our website. Unfortunately, Ms. [redacted] is no longer eligible for new customer rates. Armstrong offered Ms. [redacted] a $15.00 per month discount for 6 months and explored other service package options. However no changes were made to her account. According to our records, Ms. [redacted]’s account has a past due balance. Armstrong is unable to apply a discount to a past due account however we notified Ms. [redacted] that once her account is current, we can apply the $15.00 discount.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

March 30, 2017[redacted]Revdex.com[redacted]
[redacted]Re: Your reference: [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 14, 2017, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.Armstrong provides an itemized billing statement each month for customers to review. According to Armstrong’s Terms and Conditions of Service (http://armstrongonewire.com/Support/Policies), customers are responsible for reviewing their monthly statements and may dispute all or any portion of a charge within sixty (60) days of the billing statement date. Since Ms. [redacted] had the opportunity to dispute the Variety Pack charge throughout the duration of her subscription, Armstrong credited her account for $21.00, or two months of Variety Pack, on March 14, 2017.Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional questions or concerns. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your letter dated August 18, 2015, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, an account was created using Mr. [redacted]’ name and...

full social security number.It was installed on September 29, 2010 and was later disconnected on December 17, 2010. Mr. [redacted] called andspoke to our Collections Department on August 13, 2015 alleging that his mother stole his identity and opened anaccount without his permission. Armstrong advised Mr. [redacted] that he could either file a police report against hismother or pay the outstanding balance. Armstrong’s records then indicate that Mr. [redacted] said he would take care ofit so that he could get service at a different address under his name.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions aboutthis. Thank you for your attention to this matter. Please feel free to contact me should you have any questions orrequire further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your letter dated June 27, 2016, regarding the informal complaint filed by [redacted].We have had the opportunity to investigate this Complaint and offer the following information.Armstrong’s records indicate that [redacted] does have an account with an outstanding...

balance from 2012.The fee for unreturned equipment has since been removed, lowering the outstanding balance on the account.According to Armstrong’s records, there is no note of any transfer that Ms. [redacted] claims occurred in Septemberof 2012. Armstrong has agreed to remove the charges if Ms. [redacted] can provide proof of residence elsewhereafter September 2012, such as lease or mortgage statement, tax information, or utility bill, as long as thesedocuments are in her name.Armstrong encourages [redacted] to contact our Customer Service Center if there are any additional questions. Thankyou for your attention to this matter. Please feel free to contact me should you have any questions or require furtherinformation.Sincerely,Agency Complaints Response Teamcc: [redacted]

I wanted to update on this complaint I filed. I have spoken with a great rep there that did help me and the call center manager did a good job to resolve the problem. Not what I wanted but I can live with being fair.  I am still very unsatisfied with the lack of tech opts manager and supervisors call me back, but service is working and they did work to compensate me so I will say this complaint is resolved Thank you [redacted]

We are in receipt of your letter dated December 29, 2016, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, no arrangement was made with Mr. [redacted] to pay the...

monthly amount specified in his complaint. Armstrong contacted Mr. [redacted] with a call for non-payment on December 22, 2016. A service call was also made to Mr. [redacted] on January 4th, 2017 and Armstrong has credited Mr. [redacted] for a 1-day outage. At this time, Mr. [redacted] can request a bill cycle change to accommodate his payment schedule. We now consider this matter closed.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions about this program or if he has any internet issues. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am (again) in receipt of Armstrong's response.  However, Armstrong has not, and apparently will not address my complaint.  My complaint(s) are:1.  The offer that was made to me on the phone is inconsistent with the (apparently) actual terms of the discount - Armstrong has never addressed this issue.2.  Armsrong sent me a confirmation letter specifying the discounted monthly rate.  This would have been a great opportunity to specify the terms of the verbal offer in the event the customer misunderstood the terms of the offer or the sales person simply lied to the customer to get the business - Armstrong has never addressed this issue.  Of incidentally note, Armstrong sill had not provided any written terms of the verbal offer.All of Armstrong's responses both verbal (when I called immediately after receiving the first increase )and in every response to this Revdex.com complaint have been the same (to paraphrase)......"we offered you a discount and if you don't like it, tough luck.  We don't have to explain our sales tactics or our lack of clarity in our correspondence.  If you don't like it, tough luck as we are the only game in town."Since Armstrong made their last response their "final" response I assume this issue will remain unresolved.  I reject their response simply because they did not address my issues. 
Regards,
[redacted]

February 6, 2017[redacted] Revdex.com [redacted]Re: Your reference: [redacted]. [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated January 24, 2017, regarding the informal complaint filed by Ms. [redacted]. We have had...

the opportunity to investigate this Complaint and offer the following information.According to our records, on May 31, 2016 an additional data package was added to Ms. [redacted]’s account. During a chat session with Armstrong on January 24, 2017, [redacted] stated that he removed the additional data package in August 2016 but continued to incur charges for it. Mr. [redacted] then requested that Armstrong apply a refund of $90.00 for the fees paid during the August 2016 through January 2017 time period. In reviewing Mr. [redacted]’s account, Armstrong found no record of a request to remove the additional data package prior to the January 2017 chat session. Since the data package was clearly itemized on his monthly invoice and Mr. [redacted] and Ms. [redacted] had access to the additional data during that time period, Armstrong is unable to apply the requested credit. Armstrong has since removed the additional data package; therefore, Mr. [redacted] will no longer incur the charge unless he chooses to add it back to his account in the future.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]. [redacted]

May 17, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Your reference: [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated May 13, 2018, regarding the informal complaint filed by Mr. [redacted]. Armstrong has had the...

opportunity to investigate this Complaint and offer the following information.Upon receipt of multiple complaints by Mr. [redacted] regarding assistance with his bill, it was determined that the customer started service on March 16, 2018 and has yet to make a payment. Mr. [redacted] is at this point requesting payment arrangements however, Armstrong’s existing policy requires the receipt of two payments before consideration for alternative credit arrangement can be granted. As an aside however, Armstrong has also granted Mr. [redacted] a $40 credit as a courtesy. We encourage Mr. [redacted], if he wishes to avoid interruption to his service, to make an immediate payment.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your letter dated January 22, 2016, regarding the informal complaint filed by Ms. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong sincerely apologizes for the miscommunication regarding the discontinuation of Ms....

[redacted]’s cable television service. Armstrong contacted Ms. [redacted] on January 25, 2016 to inform her that we are refunding the late fees and cable television charges that she has been billed for since cancelling her service, and to inform her that we would be picking up her equipment on January 29, 2016. Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she has any additional concerns.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

I am writing in response to the recent complaint filed by [redacted].  Thank you very much forproviding notice of this complaint.  His complaint is very important to us. Unfortunately, Federal lawprohibits educational institutions from disclosing student records (which are...

broadly defined) to thirdparties without the student’s written, signed and dated specific permission to do so.  Since, we do nothave the student's written permission to do so; we cannot provide a completely substantive response.  Our review of Mr. [redacted]’s account indicated that Mr. [redacted] chose to enroll in the Bachelor of Sciencein Web Design & Interactive Media degree program. He attempted a single class during his enrollment.Mr. [redacted] elected to utilize federal financial aid funds to finance his education.  All applicable Title IVregulations were followed during his enrollment.  Mr. [redacted] was charged in accordance with collegepolices for the courses he attempted.   At this time no adjustments to Mr. [redacted]’s account arewarranted. We have reached out to Mr. [redacted] directly to address any concerns that he may have. Should hecontact your office directly, please let him know that he may contact me directly at the toll-free numberbelow.   Respectfully,  Director, Student Conduct & Resolution

April 4, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Your reference: [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 26, 2018, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.Armstrong empathizes with Mr. [redacted]’s frustration regarding his channel line-up. Armstrong attempted to contact Mr. [redacted] on March 27, March 28, and March 29, 2018 to discuss his concerns. Unfortunately, he was not available. Armstrong applied a $40.00 credit to Mr. [redacted]’s account on March 29, 2018 and encourages him to contact our Customer Service Center with any additional concerns.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

March 26, 2018[redacted] Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, PA 15220Re: Your reference: [redacted] - Case No. [redacted]Dear Ms. [redacted]:We are in receipt of your letter dated March 9, 2018, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong contacted Mr. [redacted] to further discuss his concerns on March 20, 2018. According to Mr. [redacted], there have been no additional speed/connectivity issues since our technician replaced his modem on February 8, 2018; however, Mr. [redacted] was unhappy with how Armstrong handled his issues when he previously contacted us. Armstrong appreciates Mr. [redacted]’s feedback and will be addressing the issue with the appropriate personnel. We encourage Mr. [redacted] to contact us if he has any additional concerns.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

March 31, 2017[redacted]Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Re: Your reference: Bonnie [redacted] - Case No. [redacted]Dear Mr. [redacted]:We are in receipt of your letter dated March 20, 2017, regarding the informal complaint filed by [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.After investigation, Armstrong discovered that Ms. [redacted] paid her account in full prior to Armstrong receiving her Revdex.com Complaint. Armstrong contacted Ms. [redacted] on March 21, 2017 to discuss alternative products and services that would lower her rates and better suit her financial needs. After discussing various options, Ms. [redacted] chose to keep her current services at this time. Armstrong encourages Ms. [redacted] to contact our Customer Service Center if she would like more information on our other products or if she would like to make any changes to her account.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

We are in receipt of your letter dated October 5, 2015, regarding the informal complaint filed by [redacted]We have had the opportunity to investigate this Complaint and offer the following information.On September 17, 2015, Mr. [redacted] advised Armstrong to disconnect his service as of October...

2, 2015. Alsoon October 2, 2015, we received the recurring monthly automatic electronic payment. It so happened that thepayment was received before the disconnect happened. The bill cycle at the time was to run from September 17,2015 to October 16, 2015. Mr. [redacted] is only required to pay for usage up until October 2, 2015. Currently,Mr. [redacted] is set to receive an automatic refund to his bill which happens four to six weeks from the dateservice was disconnected.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions.Thank you for your attention to this matter. Please feel free to contact me should you have any questions orrequire further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your letter dated October 13, 2016, regarding the informal complaint filed by Mr. [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.Armstrong attempted to contact Mr. [redacted] twice on September 27, 2016, and once on September 28, 2016 to discuss his concerns, however, we have been unsuccessful in reaching Mr. [redacted]. Unfortunately, Armstrong was unable to leave a message for Mr. [redacted], as no voicemail or answering machine appear to be set up on his phone. Armstrong would like the opportunity to speak with Mr. [redacted] to attempt to resolve this situation, and we encourage him to call our Customer Service Center at his convenience.Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

We are in receipt of your letter dated June 13, 2016, regarding the informal complaint filed by [redacted]. We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, Mr. [redacted] contracted customer service on June 14, 2016...

regarding the trouble he was having with his email and telephone. Armstrong has since called Mr. [redacted] three times to resolve these issues. Armstrong called Mr. [redacted] once on June 14 and twice on June 15. Two voice messages were left. If Mr. [redacted] is unable to contact us via phone support, he has the option to reach out to us via email at [email protected]. Armstrong also has chat-based support which can be found under the ‘Support’ section of Armstrong MyWire.com and ArmstrongOneWire.com.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team

October 24, 2017[redacted]Revdex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Re:Yourreference:[redacted] - Case No. [redacted]Dear Mr. [redacted]:We are in receipt of your email dated October 12, 2017, regarding the informal complaint filed by Mr. [redacted]. We have had the...

opportunity to investigate this Complaint and offer the following information.On July 21, 2017, Mr. [redacted] called to disconnect service. It is the customer’s responsibility to return equipment after they request to disconnect. Armstrong offers a tech to come out and pick it up or the customer can drop it off at their local office. Mr. [redacted] said he would drop off the equipment to a local office, but he failed to do so. Mr. [redacted] was charged for service from July 21, 2017 until he returned the equipment on October 11, 2017.Once the equipment was received, Armstrong credited Mr. [redacted] from October 11, 2017 up to the end of October. As a courtesy, Armstrong also credited Mr. [redacted] for the 2 months and 21 days of service after equipment was not returned.Armstrong has made every attempted to contact Mr. [redacted] regarding this matter, but was unsuccessful in reaching him.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have received and reviewed Armstrong's response to my complaint.  They have simply restated what I was told when I called customer service.  They have not address my issue.  My issue is that when I called to add the internet service, the sales person told me that the "introductory offer of $1.50 per month was for a 12 month period not a 6 month period.  I was told my rate would be $95.05 for the next 12 months.  In reality, my rate was $95.05 for 6 months and it has now increased to $115.05 for the next 6 months.  I was sent an e-mail confirming my rate (attached), there is no mention of the terms of the "introductory offer" so this issue comes down to my word against the word of the sales person.  If Armstrong was being up front and honest about this offer, they should have included the terms of the "introductory offer" in the confirmation e-mail.  They took the time to prepare an e-mail specifying the rate, why not include the terms?  I believe I was purposely misled when I was offered this "introductory offer" and would like to receive the discounted rate of $1.50 for the entire 12 months.  I also want Armstrong to review their marketing tactics to prevent other customers from being misled by aggressive sales representatives.
Regards,
[redacted]