Super Pawn

Grande spoke to the customer and explained his billing and services and discussed different options.? Grande made several offers to help reduce the monthly costs.? The customer decided to upgrade his internet service to the mbps and? keeping his phone service, but cancelling the cable service.?

Grande will waive the full balance of $242.37.? ? A message was left with the customer to let her know

The customer? called and left a message on 11/10/17, and Grande? has made attempts since that message and was unsuccessful in reaching her.? The account had been? ? corrected and updated.? The customer? needs to contact our customer care and ? pay her final balance to us and the collection Agency, CPA, ? will be notified within days after that of the payment.? ? The? customer can speak with? any customer care Agent who would be able to provide her with an? update and further assist her

? Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address.? We apologize for the delay of refund

? The following email was sent to the customer on 4/4/18.? As soon as the customer contacts Grande, we will begin the porting process.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? I am reaching out to you in regards to the Revdex.com complaint that was submitted on your accountWe are able to restart your? phone service and waive the restart fees so that your number can be successfully ported over to your new providerIf you would like to get this done, please reach out to us at ? 866-2Grande to get the process startedThank you and have a wonderful day?

Complaint: [redacted] I am rejecting this response because:I advised Grande that ATT told me they had no port request for that numberI also advised Grande that ATT said their back office had a back office number for ATT and they needed to call ATT themselves to resolve this issue but Grande has refused to do that and keeps telling me to call themI get the same response from ATTHowever ATT office of the President called me and said they were investigating but nothing since then Regards, [redacted] ***

The Customer has been reporting issues since April...According to the work order history, trouble ticket appointments? were? scheduled, but were cancelled? due to the? Customer not being home or available? when the technician arrived.? While there, the technicians checked? and verified? that service was working? from the outside.? The last trouble ticket appoinment? was scheduled for? 11/2/15? and again it? was cancelled due to customer not being? home.? We have? not been able to verify? OR resolve these reported issues because we could not gain access.? Since this is a long time customer,? Grande can offer? a $credit? as a courtesy until we can actually make arrangement with the? Customer to be home for the? Field Op? to address these issues.? Then we? will revisit to review and provide further assistance as needed on the billing side.?

Grande met with the customer and made all the repairs identified.? Grande confirmed with the customer that he was satisfied with the results

Grande had the pleasure? of speaking with? the customer? and he stated he got assistance from our local office.? Grande explained the channel drop issue as well.? The Grande representative advised if? the customer? needed anything else at all to call us and we would be happy to assist

Grande informed the customer that the account balance will be waived due to Grande's error to settle the dispute.? The total credit will be in the amount of $593.90.? Grande offered to waive all installation fees should the customer wish to restart service.? He would just need to pay the first month's bill with the technician at the time of install.? The customer was in agreement and was satisfied with the resolution

Credits were issued, and the customer made payment for the remaining balance.? The arrangement was satisfactory to the customer

Customer signed a 24-month contract on September 19, The Customer notified Grande on August 29, 2017, that they were moving to a new locationThe Customer was then given the option to cancel services at the existing location subject to any remaining early termination fees or allow Grande to determine if services could be provided at their new locationGrande assessed and determined that the new location would require a fiber construction build, but a temporary offnet solution could be provided in the interim until the build was completedThe customer accepted and signed the contractual service orders for services for both the temporary and long-term fiber solution for the new location.? The temporary solution has been in use by the customer at the new location since October 2017.Regarding the remaining billing at the previous location, we requested that the customer let us know how long the remaining data service would be needed at the previous location.? Customer did not respond and therefore, service continued in order to avoid any potential service interruption to the customer at that location.? Therefore, billing continued for this service.? On February 26, 2018, the Customer was notified that the fiber build for the long-term solution was completed and ready for activation on the fiber.? On March 4, Customer requested status of the build and we responded that per our email on February that we are ready to schedule activation of services on the fiber solution.? We received no response since that date to our requests to schedule activation.? Grande’s service order management team continues to reach out to the customer for scheduling of services at the new location.? It’s our strong desire to resolve any remaining concerns that our Customer may have.?

The customer? was billed on 3/18/16? in the amount of? $for cable and internet service for the? period covering 3/25/to 4/24/The due date for this billing? was on 4/11/16.? The customer paid? $on 4/15/to? cover this bill On 4/18/16,? the customer? was billed again for the? service period covering? 4/25/to 5/24/in the amount of $On 4/22/16, she disconnected her cable service (but keeping the internet service),? and the bill was prorated for cable service and adjusted down to $? So instead of owing $for this statement dated 4/18/16, she now owes $for internet service onlyThe due date on this is 5/12/ The billing and payment history was explained? in this form,? but? the customer? was under the impression that her payment made on 4/15/would cover service period 4/24/to 5/25/16.? It was? explained that her last payment covered the service period of 3/24/to 4/25/16.? Instead of owing the entire balance of $for the bill that was last mailed to her, she only owes $due 5/12/16.? Grande? does not owe the customer the amount claimed

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 Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:My account does not show the credit and when I call and chat with support I am told that they're not capable of updating my account and they're not allowed to send email or written confirmation of the billing change Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Every time Grande Communications called and left a message, they included an extension at which I should call them backI called back each time but the extension did not workI called multiple departments asking to be transferred to that extension and was refusedUltimately customer service informed me the extension I was given was a "extension."? Grande claims they will send a check, but they have not yet sent itThey claim they have tried to reach me, but they leave a "extension" for a call backThey continually try to blame me for their own error, which is still not resolvedMy account still does not reflect the correction -- it shows a zero balance, not a credit Regards, [redacted]

The customer needed to contact Cable One to restart her phone number as the number must be active in order for the porting process to begin.? This was communicated to the customer on 3/7/18, and that once the number was active, Grande would then be able to port the number over.? The customer was also advised that any restart fees would be credited as long as she provided a copy of the charges.? Grande left a message on 6/19/advising of the above again.As the customer's number was not ported Grande, she was given a Grande number on 1/16/in order to provide phone service.? However, a promotion was not entered for the phone service.? A promotion was added on 6/23/18? giving phone service for $per month and a total credit of $was applied to cover over charges back to the time of installation.? Another courtesy credit was also applied in the amount of $for inconvenience.Grande left another message advising if she wanted to have her Grande number disconnected, we would remove all phone charges back to the time of installation

The customer was paying for the Power Internet Plan.? A technician was at the home on a trouble ticket on 3/1/17? and confirmed, at that time, that the customer was getting internet speeds of mbps? download and 20? mbps? upload.The customer called on 6/5/and the internet service? was upgraded from the Power 300? to the Power Internet Plan at no extra cost for months

Grande was out on 4/18/and fixed the wifi issue.? Grande had left numerous messages requesting a call to discuss the customer's concerns, however, Grande was not successful in reaching the customer to confirm satisfaction.? Grande has addressed the customer service? situation? and will endeavor to? improve? the customer/customer service? interactions.? We apologize for the inconvenience the customer experienced due to this circumstance and hope? there are no further issues? at this time

Complaint: [redacted] ? I am rejecting this response because:? I did not resolve via chat, I couldn't get a response except by phone, and they did confirm that I should receive a check for my refund due.? Today I received an invoice from Grande.? The $was reversed, but the $(for the tax on the $560.00) is showing as "DUE NOW."? I'm sure that they'll charge me a late fee in the amount I am due back as a refund.? I have not received the refund, and I refuse to pay the $"DUE NOW" because I don't owe it - they owe me the refund Regards, [redacted] ***