Venicom, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is false. I have not been offered any other form of settlement. Once again, they did little more than provide the same pre written response this company provides anytime there is a complaint received. I would be willing to negotiate a settlement on a more reasonable amount, but there has been no such offer. I will not pay $2,000 to this company when I have already paid over $1,100 for the phones directly to the [redacted] Fulfillment Center. Furthermore, this company lied about the services being offered and represented themselves as working for [redacted]. It was only after paying $1,000 to [redacted] to own the devices outright that I found out the [redacted] Fulfillment Center is an entirely separate company. 
Once again, there has been misrepresentation from the [redacted] Fulfillment Center during this entire process clearly outlined within my initial complain. $2,000 is completely out-of-hand and if they are unwilling to work with me, this process will have to continue. I will not pay $2,000 to a company that has lied about the services being provided to me. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not satisfied with Venicom's response, because it's obviously the routine answer to everything that's questioned. I finally opened up the attachment that shows the contract. I looked at the signature, discussed it with my daughter and it's not either of our signatures. It's a partial something that neither of us even recognize, because neither of us would sign anything like that. So, my question to Venicom and [redacted] would be, why would you even accept a contract with a partial whatever that is? When you look inside the typed portion of my name just above the signature it has my first name only. Since receiving your response I have Filed a Complaint against your company with the [redacted] and the [redacted] since you do deal with Telecommunications by partnering with Telecommunication companies. Plus Complaint Form for [redacted]. I'm so glad I finally opened the attachment, because I didn't even know that this is what was used as a signature. Oh yeah, you stated in the previous response that you supplied me with a number to Collections, you didn't. Another example of Venicom stating they're trying to help me when you're not. Why you choose to try and negatively affect my credit based on this nonsense is beyond me. So for the last time, the best way you can help me is by dropping these charges and drop me from your account with a $0 balance. Thank youRegards,[redacted]

RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted] complaint regarding [redacted] account and we doappreciate the opportunity to respond to our customer’s concerns.First, please be...

advised that I have enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty.We offer our devices at a severely discounted promotionalprice and we are able to recoup the cost of the device only after 120 days ofactive service with both a voice and internet plan is completed without changefrom the customer directly through [redacted] and/or if the device is returned to[redacted] Fulfillment Center if the line of service is cancelled. When acustomer changes anyone of these plans prior to completing their commitment weare unable to recoup this cost and not only unable to profit but actually losethe remaining purchase price we paid for the device.We activated two [redacted] and one [redacted] for [redacted] with new lines of service with both voice and data on 01/03/2014. On01/24/2014 we received request for credit of early termination fees incurred bythe customer. We received a call from [redacted] identifying himself as[redacted] on 01/29/2014 to check on the credit application. In this callour representative advised [redacted] that the deadline for credit submissionwas 03/2014 and that he should expect to see the credits applied to the accountby 04/2014. Since that time we have received multiple calls from [redacted]posing as our customer [redacted], this credit request has been escalatedto [redacted] on multiple occasions.Please be advised that the actual application of credit tothe [redacted] account is performed by [redacted] directly. Any inquiries regardingthe application or rejection of these credits should be addressed with [redacted]directly by the customer [redacted].Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I can not Accept this agreement primarily because Venicom didn't take into consideration at all as to how I even got to this point. I personally don't try to invest in items that I have no intentions of keeping. I went into this purchase with "Good Faith" based on the information that was told to me. I explained in my previous letter that my daughter was the person originally approached and she is the 1st person that your company spoke to on the phone. I did have the misfortune of relocating to another apartment at that time which delayed me in even opening the package. Once I opened the package, because there were so many issues going on in my apartment, I did not thoroughly go through the paper work. I was honestly trying to give [redacted] / Venicom the benefit of the doubt that this was a good process and a quality phone. I didn't realize until weeks later when I received an $800 phone bill from [redacted] that the Cancellation fee wasn't paid. That is when I started questioning everything. I had to go back to [redacted] because I only had 59 days to return before they would've held me in breach of contract.I do understand that from a business aspect you may appear to be losing some money.  But, it's not my fault as a customer when you have Representatives out here misrepresenting what things are and what they aren't. And, if your statements are so clear as to your Cancellation Policy, why are so many people missing it? Why is it a customer doesn't even know there are two different entities to [redacted] until after the fact? The whole point in being in business is to gain positive support from your customer base so they can tell others to come on board. Not customers willing to scream out "Buyers Beware" this business just wants your money no matter how they have to get it.Therefore, as to what is seen as a non-recooped phone is considered a write off. So, to try and hold me accountable for $800, for phones you're going to write off for a few dollars is crazy to me. Besides, once you get the phones back you're going to turn around and sell it again as a Refurbished phone, if not new. As far as you stating that you tried offering me a settlement amount, this is my first time hearing of this. The only thing I was offered was a payment plan for the full amount. The only resolution I'm looking for is a credit of these charges with a balance of zero, and where to send your phones back to. If you cannot provide an address as to where to send the phones, I will do my own research and send it to you anyhow.I truly do consider myself to be a "Valued Customer" in most arenas, unfortunately, it couldn't be with your company.Regards,[redacted]

10/21/2014RE: CASE#: [redacted]To Whom It May Concern:We have further reviewed this customer’s account in oursystems as well as [redacted] systems. Please be advised that all customers are informed that weare an authorized dealer and that the sales representative working with them atthe time of the sale is an authorized dealer. This is provided to the customerin writing for review of our contract terms and conditions which are alsoprovided to the customer in email with device tracking information as well asin the welcome paperwork provided with the devices. This is again confirmedwith every customer in our recorded verification call on the day of the sale.[redacted] completed this verification call on 07/28/2014 and was directlyasked if he understood that the representative with him was an authorizeddealer authorized to sell [redacted] services to which [redacted] replied yesindicating that he was aware that he was working with an authorized dealer.The welcome paperwork included with the devices includes theterms and conditions of our contract, cancellation & return instructions,and the instruction to contact our customer service center for any accountneeds. Our customer service number is provided to every customer at the time ofthe sale (please see supporting documents from our initial response) and isalso included in the welcome paperwork in ten separate locations. [redacted]had the cancellation and return instructions indicating that devices were to bereturned to our [redacted] address provided to him in writing with thedevices.The cancellation and return instructions state that afterfourteen days the devices can no longer be returned.On 10/08/2014 when [redacted] called in to our customerservice center he was advised that we are not able to cancel the account forhim as it was past the buyer’s remorse period. This is a [redacted] policy thatwe cannot alter, an activating dealer is only allowed to cancel services on a customer’sbehalf within the fourteen day buyer’s remorse period. This is similar to thecurrent status of the equipment as not returnable. The vendor we purchaseequipment through will not accept a return of a device with more than fourteendays of use on the device or past thirty days from activation of services. Atthis time the devices we provided to [redacted] have more than fourteen daysof usage and are beyond thirty days from activation.[redacted] records indicate that [redacted] has contacted[redacted] directly on several occasions in reference to his account. On09/19/2014 (after the buyer’s remorse period had ended) [redacted] contacted[redacted] to transfer his number from [redacted] to [redacted]. This process wascompleted for [redacted] on the same day. [redacted] records indicate that[redacted] made no request to cancel within the buyer’s remorse period.We also verified that the account had a moderate amount ofusage per [redacted] records. Since the activation date of 07/28/2014 until cancellationdate of 10/08/2014 we were able to verify the following usage.Voice Line:1112 minutes425 SMS11 MMS1010.6 MB DataMobile Broadband Line:948 MB DataThe account was placed into our breach of contract process andfirst notice was mailed out on 10/14/2014. We are defiantly willing to workwith [redacted] to establish a payment arrangement for the outstandingbalance on this account. The invoice includes the original order and contractas well as the contact information needed to create the arrangement. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The reply sounds like it was made by the same person I talked to on the phone.Their employee activated 4 phones and one hotspot on 8-24-13.  One user was out of the country.  That phone should NOT have been activated.  We did not know my phone number is owned by [redacted].  Changing my phone number would involve printing new business cards, contacting banks, vendors & customers. That phone was sent back to them by their employee. We already had phone numbers we'd been using for years during the operation of our business.Our people could not figure out how to use the new phones they sent.  No paper instructions were left with us.Two of our users were in fact in the process of moving.We wanted to make the change to [redacted] work. We ended up changing our phones back to [redacted].  We are using the original equipment our people had prior to their sales rep coming into our business.I had to send two old phones to Florida and have them activated by [redacted] down there.I didn't call anyone to cancel.  They chose to cut off the service early when we had our phone numbers returned to [redacted].  [redacted] could have left the numbers they assigned to our account stay active for 120 days.When I got the first bill for $1200 I called and offered to send the phones back.  They said they would not accept them.He gave me the same song & dance he just gave you.If we had stayed with [redacted] for 120 days, the total of our billings would not have come close to $1600.00By the way one of our employees also got phones from them at the same time.  So they still made money coming into our business.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was told I was going to receive an employee monthly discount of 15%, so that is what I expect. I also believe I mentioned in my complaint that the "independent contractor" was telling me to just agree to everything on the phone and if I had any questions to ask him after. He flat out lied to me and then told me to "just agree to everything", which leads me to believe he knew he wasn't being truthful and it wouldn't matter after you get the person to agree to everything on this phone call that is your excuse for getting out of any responsibility of taking care of any complaints or issues with your customers. Obviously this is an on going issue with your contractors by viewing other complaints against your company, and obviously you don't care because most of your responses are generic and don't really resolve the customers complaint.

Regards,[redacted]

To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.

First, please be advised that I have enclosed a copy of...

the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation. 

We activated an [redacted] for [redacted] on 06/06/2014 which was delivered to the shipping address provided by [redacted] of [redacted]. Per [redacted] records the package  wasdelivered to this address and signed for by [redacted] on 06/10/2014. We received an inbound call from [redacted] on 06/17/2014 requesting to transfer their number from their previous carrier into [redacted]. During this call [redacted] did advise that the device package was damaged, we were also advised that despite the damage to the packaging that the device was not damaged.

We received another call from [redacted] on 06/18/2014 with complaint of not being able to use her device after the number port was performed; the call was transferred to [redacted] directly for technical

assistance. Also on 06/18/2014 we received an inbound call from [redacted] now stating that the device was dented in the back and needed to be replaced. Upon return of our equipment the device was found to be damaged in a manner that was inconsistent to the damaged packaging and the account was placed into our breach of contract process for the device that we are unable to return to

our equipment vendor. 

Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further

information is needed.  Thank You,

Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First, as I said in my complaint, venicom represented themselves as [redacted].  The sales rep, [redacted], told me I would be able to contact [redacted] 24hous a day, 7 days a week.  He did not tell me [redacted] could not help me with any problems I may have, and I must go through venicom, who by the way is not available 24/7.  My service was activated the day after I spoke to [redacted], but my phones didn't arrive for four more days. How can I possibly test the service for 14 days if I do not have the devices to use?  On April 2, a venicom rep called my [redacted] phone number and left a message, telling me they could not port my [redacted] phone numbers to [redacted], this was a promise made to me. The rep said: I could cancel service if I wanted to, but it had to be done that day.  I was not using my [redacted] phones, I expected "[redacted]" to transfer my numbers from [redacted] to [redacted] per our agreement, this did not happen.  I didn't get that message on my [redacted] phone because it was sitting at home shut off.  I called within 14 days of activating the phones to cancel my service, I want the service canceled.  The venicom rep also told me (in writing) I would have WIFI calling and Mobile Hotspot.  I recieved a message from [redacted] stating: "Your current rate plan does not support sharing your phone's data connection with other devices using Mobile HotSpot or USB thethering for internet access.  Do you want to add the Smartphone Mobile HotSpot service to your rate plan now? You can add it later through MyAccount application on your phone or online at [redacted] under Plans".  So, they promised me HotSpot service, but didn't provide it, and the message said to contact [redacted].  If [redacted] says contact them for some things and they can't help me for other things, who was I supposed to deal with.  Add service to my plan through [redacted] but cancel service through venicom, who by the way the [redacted] reps I spoke with didn't know who venicom was, they had to do research to figure it out.  [redacted] told me: "the buyer's remorse period for mailed devises are up to 20 days from date of RECIEPT.  I tried to cancel my service before that. And venicom only gave me 9 days from reciept of the devices.  I want my service canceled, I don't want to owe [redacted] anything and I want my purchase price of the phones refunded.  venicom said they "offer our devices at a severly discounted promotional price"  so does every other cell phone service provider.

Regards, 

I am sorry but the customer was given over $1,200 in product they did not pay for, did not complete contract and did not return.  The customer is responsible for the equipment cost for equipment they did not pay for and did not return.  We offered payment plans to assist the customer prior to sending to an outside collections agency.  I believe our business has done everything possible to resolve this customers complaint and it is the customer who is at fault for failure to adhere to contract and return devices they did not pay for.

Venicom, Inc[redacted]

Scottsdale, Ariz 85260
Dear Sir/Madam:

face="Times New Roman" size="3">
Our Company is in receipt of your correspondence, dated 16th May 2016, in-regards to the aforementioned customer.
Venicom, Inc. dba Telecom Management Associates is a 3rd-party representative of [redacted] services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being rendered. Additionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] USA.
In this matter, the Customer placed an order for (4)-four mobile devices. At the time of order, the Customer's credit card was declined for the promotional cost of devices. With this, the Customer was contacted, and the order was placed manually through [redacted]. Unfortunately, [redacted]'s system automatically generated a 2nd attempt, as per their policy. Our Company is simply more proactive, and attempted to properly service the Customer's account by making a manual activation.
Once the issue was realized, the Customer's credit card had been credited for the original purchase price.
Having reviewed the [redacted] system, the 2nd charge is in the process of being refunded. All Customers are advised of a 5-7 day turnaround; this is not something our Company nor [redacted] has control - it is up to the Customer's Bank/Credit Card company.
This is a sometimes unavoidable and an unfortunate situation. This is a non-issue, as the Customer has previously been advised of the refund and has not been harmed in any manner. Ultimately, the Customer provided insufficient time for either our Company or [redacted] time to respond, before filing a frivolous complaint.
The Customer has been previously been provided a remedy.
Sincerely,
Office of the Controller

Re: Venicom Account# [redacted]T-Mobile Account # [redacted]ID No: [redacted]Dear Sir/Madam,Our Company is in receipt of your correspondence, dated the 2nd November 2015, in-regards to the aforementioned customer.Firstly, Venicom Inc. dba Telecom Management Associates is a 3rd-party...

representative of T-Mobile services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being rendered.During this call, the customer acknowledges they have entered into a contract with our Company, and are to contact our Company for all customer service needs on accounts for the initial 120-days of service.The Customer’s T-Mobile account was initiated on [08.22.2014], with the mobile device shipping the same day. The Customer contacted our Company on [08.26.2014], in-regards to porting in her current mobile numbers. The Customer contacted T-Mobile directly on [09.18.2014] and changed the rate plan on the account, which is a violation of the agreed upon contract. We spoke with the Customer on [11.04.2014], in-regards to the breach-of-contract letter, which was sent on [10.28.2014].The Customer was fully informed of, and agreed to, the contractual obligation to our Company on [08.22.2014], and again on [08.26.2014],[11.04.2014], with the Customer accepting a payment arrangement for the breach-of-contract fee on [11.26.2014]. The 120-day period ended on [12.30.2014], however the Customer changed the rate plan prior to this date – [09.18.2014]. The Customer subsequently defaulted on the payment arrangement on [01.22.2015].The Customer is bound by the ‘Terms & Conditions’ of the contract, and violated said agreement by prematurely changing the rate plan. As the loss, to our Company, is in excess of the $400.00/per line breach-of-contract fee, we continue to assert our claim in this matter. We will provide the recorded verification call upon request.Should you have any further enquires, feel free to contact our Company at [redacted] or at the above address.Sincerely,Office of the Controller

We have a recorded order call in addition to the signed contract.  The contracts are signed via a tablet, which can appear similar to signatures on sign pads in any store.  If you list to the recorded order call uploaded you will hear your daughter pose as you, indicated that she ([redacted]) signed the contract and provided the last 4 of your social security as proof she was you.  It was only after the fact that we were made aware that your daughter fraudulently stole your identity and posed as you. We were only made aware of this due to a 11/21/13 call with you and our customer service department.  Below are the notes from the call, although I would be more than happy to provide the recorded audio as well **Manager Call**Customer [redacted] called wanting to speak to a manager about her account. I read through the notes. All information is true. I advised her of the options. She feels she is in a lose/lose situation. She would rather not file a police report on her daughter but may consider it IF her daughter's SSN will not be involved. She also stated that she gave her daughter permission to use the last four of her SSN as well as her signature. She stated that she was not aware of the TPV call and that we called the business and asked for her by name as well as the last four of the SSN. I advised that if a customer tell us their name and has the last four of the SSN that we have on file, that's all we have to go on. Customer [redacted] was also not aware of how we CREDIT ETFs. She thought we PAY her old carrier up to $150. Customer is not sure how she will proceed, but appreciated the information given to her. It appears you gave permission for your daughter to fraudulently use your name and indicated at that time that you did not want to press charges against her.  Again the original order call (uploaded to the original response), 11/21/13 call where you confirm you allowed your daughter to use your information as well as a number of calls after this date are on file with you and we would be more than happy to provide, as well as any other calls referenced below.  So at I am not clear at this time why you would deny knowing about the unpaid for purchase of equipment and account.  We have a number of recorded calls after this date between you and customer services as well as a collections specialist, all of which confirm you knew about the account set up.12/18/2013 Call with customer“Customer called in to ask about having the ETF's waived by us. She already spoke w/ TMo directly and was told they were going to waive those fees for her but she needed to speak to us regarding her contract w/ us and see if we can do the same. Xferd to manager.”12/18/2013 Call with customer and collections specialistReceived escalated call from customer regarding BoCCustomer stated that she has not signed any paperwork nor completed the TPV.Cust states that she gaveher daughter permission to establish the account using her information. Reviewed account and advised customer that the account cannot be released from BoC, we could setup payment arrangement for BoC fee but at this point she acknowledges that the account was setup by her daughter with her permission so she will be liable for the charges.All notifications regarding this account are sent to the billing address set up at the time of order which was [redacted].  None of the notifications mailed have been received back, as of today, as returned mail.  We did put your account on hold as you indicated you wanted to work with us regarding the issue, however it now appears that is not the case and we will put your account in process to have sent to an outside collections firm. You are always welcome to call the collections number provided on the documents, until this has been sent to an outside collections firm, sent to you and a specialist will be more than happy to review the account with you and possible settlement amounts.  This account is now scheduled for final notification prior being sent to outside collections. We did attempt a number of times to resolve this issue with you and I am sorry we could not come to a settlement resolution.Thank you Collections Services

I truly appreciate your assistance and your patience with me as well. If I can just stress this one more time. My complaint is primarily based on the initial conversation with the Sales Rep. She verbally stated to me that my Cancellation fees would be paid. Had SHE stated that only a portion of my fee was going to be paid, she knew I Would Not have done the deal, because it just wasn't worth it. As far as the original contract that you sent over, is what was signed at the [redacted] Store via my Daughter. That's the contract I never had, because it wasn't given to my daughter the day of. If, I would've received it that day, I would've sat down and read it thoroughly. The 2nd attachment you sent, that paperwork came with the phones when they were delivered. That paperwork I WAS NOT able to sit down and thoroughly go thru until much later, because we were in the process of moving from the [redacted] address to [redacted] address. It wasn't until the [redacted] bill came is when I started piecing this all together, which was 30+ days later.  The EFT Credit was not submitted because I was in shock when I saw the bill from [redacted] at $810.00. Once I called [redacted] is when it was confirmed that they would only pay $150 per line. It was after that point I decided to stay with [redacted].As I stated in my complaint, I didn't go into this contract with the idea of Cancelling. I thought this would've been another moment of us receiving service from a Carrier and moving on with life. My issue for not agreeing to pay this bill, is because I wasn't fully informed properly from the very beginning. My daughter is the one who spoke with the Rep initially, which I don't have a problem with. My daughter actually thought she was doing something to help the two of us. Unfortunately, she didn't absorb all of the information enough to translate what it really meant. But, she WAS NOT given the ORIGINAL contract on that day for me to review where I could've had time to absorb what really happened as well. At that point, I would've known better as to the Cancellation time frame. So in Conclusion: I came into this in "Good Faith" who got caught up in a Very Bad deal. So, I believe it will be in Good Faith from the Fulfillment Ctr to extend to me the $300 credit and I can work on paying the $500. [redacted] is actually advertising via the radio that they are Paying Cancellation Fees at $350 per line. I called into [redacted] about a month ago to question that advertisement and that's how I found out about the dollar amount. I also asked if this was just for Illinois, she stated this is a National offer. So, after all of this back and forth the least they can do is come down on the price and not just $100, which was originally offered over the phone. If they can't then, no I won't pay the $800 and this will just go on to the next step. I'll have to continue to write letters about this Bad Experience. If you want, I will email over a copy of the bill from [redacted] showing the $810 fee when I get to work so I can Scan it. Thanks again for the opportunity to be heard.

To Whom It May Concern:

 

The credit card provided by [redacted] for up front device charges was processed in the amount of $299.99 on 06/05/2014. [redacted] has stated multiple times that she has photographs of the device and packaging in its received condition. We have requested this documentation but have never been provided any photographs of the packaging or device.

 

As is referenced by [redacted] our customer service number was on the order paperwork provided to her on the day of the sale. We completed a recorded order verification call with [redacted] in which we reviewed the order, our contract terms and conditions, advised to contact our customer service center for any issues, and advised that the device would be active & ready to use when shipped.

 

On the day of the sale we never received any request of a delayed activation/shipment for this order.

 

The device was activated and shipped as was agreed to by [redacted].

The device was delivered to, signed for, and accepted by a company representative at the address provided by [redacted].

Our records indicate that [redacted] had no issues in contacting our customer service center using the number provided in the order paperwork to request a number port on 06/17/2014 which coincides with the return date given in [redacted]’s rebuttal.

In this call on 06/17/2014 [redacted] advised that the device packaging was damaged but the device itself was not damaged.

 

At this time the account must remain in our breach of contract process until we are able to recover the cost of the damaged equipment.

 

Thank You,

 

 

Collections Services

04/16/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have...

enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated the two LG Optimus L90 for [redacted] with a new lines of service with both voice and data on 03/13/2015. We were notified by T-Mobile that [redacted] had called [redacted] on 04/15/2015 to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter will be sent to [redacted] regarding the breach of contract status.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I understand that a contract was signed but the service that was offered turned out to be very poor. Yes, we had a 14 day trial but so many of the problems did not surface until after the trial period.  The main line, which was used for business purposes, had such bad connection that the company sent us 3 different phones for that line thinking it was the device. Nothing helped, and there were also connection and dropped call issues with the other 4 lines. As for communication, I contacted this company numerous times and they were not willing to even listen to our concerns and issues.  Every phone call to this company ended with " it is passed your trial period so [redacted] has to be contacted with any issues."We would have ended up with 5 phone lines not being able to make phone calls or use data because the service was so poor. Even [redacted] acknowledged that their service in our are was weak and therefore let us out of the 2 year contract with them.  As for returning the phones, they did not want their phones back after 14 days,  the phones were sent to [redacted] executive office per [redacted] request in order to end the [redacted] Contract.  I would have had no problem keeping the contract if usable service was provided.  I reject the response because this company is not willing to work with me as a customer to negotiate a resolution even though the product they sell is very poor, at times unusable, in our area. 

Regards,[redacted]

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and...

ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned these devices which put her in breach of the contract.We activated two LG [redacted] for [redacted] with new lines of service with both voice and data on 10/10/2013. We were notified on by [redacted] that [redacted] had called [redacted] on 11/30/2013 to cancel services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 12/16/2013. On 12/18/2013 we received a call from [redacted] regarding the breach of contract.  It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to him.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I have tried calling them on many occasions.  I even woke up early enough to call them when they opened. I am constantly put on hold. The representatives that actually pick up the phone cant resolve my issue because they do not have the authority to do so. They have told me that id be transferred to a supervisor.  Im on hold until the automated response says that no one can assist and to try again. 
 
The sales rep I first spoke to told me my termination fees would be covered regardless of previous plans and phone service. They are not owning up to their promise. Plus, their customer service is NOT the friendliest either. TMobile itself has amazing customer service, but this third party does not. 
 
I am NOT satisfied with their service to me. This problem has been going on since late february. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I apologize, I am at work, the same place I was when [redacted] walked in to sell me [redacted] service. I'm getting frustrated arguing w/venicom about what 14 days is in reality. Can we get my contract cancelled over: not providing service promised? I am faxing you the "[redacted] Side by Side Comparison" form. This is the info provided to me convincing me to switch to [redacted]. It says: Additional Features: Hotspot/wifi calls, when I asked [redacted]: so I can use my phone as a hotspot and connect my computer? He said Yes. He or the comparison form, did not limited hotspot service. It also says: Internet: "Unlimited data and 4G/LTE.  The letter that came w/my phones said 1GB data, I called the office where [redacted] works, the girl who answered the phone said he was with a customer, she told me that simply meant 1GB of LTE, after I use the 1 GB, my internet would slow down a bit, but, most people don't even notice.  Mine was almost non-existent. From what I can figure out, 4G/LTE is a much faster wifi network, and as I said, my comparison says unlimited data and 4G/LTE.  I want all that was promise me or I want out.venicom said I contacted [redacted] to port my phone numbers on 03-24, I contacted the wireless fullment ctr at 1-866-655-8228  (it was the only number I had), I spoke to [redacted], she couldn't port my phone, so she transferred me to tech help, the woman told be it would take up to 24 hours for the port-in to take place. At the moment of me typing this email, [redacted] "my account" is under maintenence, I cannot access them to verify who I called on the 24th but that is the number on the letter I received w/the phones for the fulfillment ctr.  As soon as I can access My [redacted] account, I assume I will be able to get a list of phone numbers I called with that phone.  Also, I have not been able to locate the information that says "there is no guarantee my phone numbers will from [redacted] will port, but it does tell me NOT to cancel my [redacted], they will do that.  Not only did they not port my [redacted] numbers, they did not cancel the account.  The Early Termination Fee & Device Trade-in Credits instructions say: Phone Number Port-In from ANY carrier (Not Applicable to [redacted] Customers).  When I fulfilled the list, I was to submit a copy of my final bill from my previous carrier to: [redacted]  (This is another reason I thought I was dealing w/[redacted].  Obviously venicom preys on customers while they are at work, trying to do their job, answering the phones and not being able to really listen to what they have to say. The two documents I recieved while I was at work, both say [redacted] authorized dealer, to me, the consumer, that means they are [redacted].  If I bought a [redacted] at an authorized dealership, the warranty would still be Ford, I could look it up on line or call [redacted] customer service and they would tell me what is covered.  When I am promised customer service 24hours a day, 7 days a week, I call the number available 24/7, that number is not venicom. I am faxing you a copy of the "Side by Side Comparison" sheet. It is so frustrating that these people do this to the consumer, I have not read a single good thing about venicom, only how they cheat people. Granted those are the opinions of the consumer, but I totally agree.

Regards,