Venicom, Inc.

To Whom It May Concern: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 arc 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 contacted us to cancel within the buyer's remorse period and is currently under contract.We activated two Samsung [redacted] for [redacted] with new lines of service with both voice and data on 02110/2015. On 02118/2015 we received a call from [redacted] regarding her account. During this call [redacted] did ask what would need to be done to cancel services and was advised of our cancellation policy and that the buyer's remorse period ends on 02/23/2015, [redacted] advised that if she did intend to cancel the services that she would call us back to do so and was again reminded that the last day the account could be canceled without penalty was 02/23/2015.We received the first request to cancel services on 03/1312015. In this call [redacted] was advised that her buyer's remorse period had ended and the account was under contract, services could be cancelled but she would incur penalty from us as well as [redacted].It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. At this time the account is under contract and cannot be cancelled without penalty. 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.?

September 10, 2014 RE: CASE#: [redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted] complaint and we do appreciate the opportunity torespond 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.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.   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. [redacted] has not paidfor nor returned this device which puts him in breach of the contract. We activated one [redacted], andthree [redacted] for [redacted] with new lines of service with both voiceand data on 04/30/2014. We were notified on by [redacted] that [redacted] hadcalled [redacted] on 07/14/2014 to cancel services that we activated which islisted as a breach of contract in the terms and conditions the customerreceived, which are enclosed.  A letterwas sent to [redacted] regarding the breach of contract status on 07/31/2014.On 09/08/2014 we were contacted by the customer and spoke with him regardingthe breach of contract.   It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, Daniel Lunguihas not even given us an opportunity to do so. At this time the customer mustremain in collections with us until we are able to recoup the cost of thedevices 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 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.This has been an everlasting Negative Saga. I tried calling the Fullfillment Ctr and my call was returned. The Mgr started out quite Rude. Every person I spoke with throughout this issue has wanted me to file charges on my child and place all this blame on her. I told him I am offended that this is there only response and he then calmed down. I never said that I didn't authorize my child to sign. My issue is that we were mislead by the Sales Rep from the beginning. Had the sales rep given my daughter the original receipt from the beginning alot of this would've been dealt with then. I was in transition literally when the phone came, therefore, I didn't get to thoroughly go through the package. It wasn't until the bill from [redacted] came is when I had a Real Problem. So, because you keep trying find blame on my daughter and not for your Sales Rep that you claim does not work for you, I won't accept this solution. It's amazing how you choose to disown the Sales Person that you claim doesn't work for your company. Yet, you want to hold me for a half signed contract by a Sales Person that doesn't work for your company. So, if the Sales Person represents the [redacted] side, not the Fullfillment side and [redacted] dropped the charges, then why are we even having this conversation? I expressed that I also have a complaint filed with the [redacted] and the [redacted]. The Mgr told me, "I don't care who you file with, you file with whoever you want, it doesn't mean anything, you owe us." I didn't argue and get loud with him, I just politely said no, and I had to get back to work. Regards,[redacted]

I am very sorry you feel that way, however if you look at your credit card records you will see that it was T-Mobile that charged you and not Venicom.  We cannot return a credit card charge that we never charged in the first place.  That being said, I have opened an escalation customer service ticket requesting that they call the customer and complete a three way call with T-Mobile directly and try and help you resolve this customer service issue with T-Mobile.

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 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 contacted us within the buyer’s remorse period and is currently under contract.We activated one LG Optimus L90 and one Nokia Lumia 635 for [redacted] with new lines of service with both voice and data on 03/20/2015. On 04/07/2015 we receive d a call from [redacted] regarding her account. During this call [redacted] was advised that the account was currently outside of the fourteen day buyer’s remorse period and would be subject to termination fees, the last day of the buyer’s remorse period was 04/02/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. At this time the account is under contract and cannot be cancelled without penalty.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 fear that my lack of experience in this type of ordeal may favor the person that does it for a living. I will not stop defending myself even against a billion dollar company.

  If their company has several companies within that company they should still be responsible for their representation. In which my rep was way off on the phone return and what to do with my broken item I received.  The company fulfillment is only remembering what they want to. I called several other times and would love all the audio from this contract period. My other issue right now is the return of my money taking 45 days. if I gave you the payment, give it back in a decent time frame.  If I returned something within there time frame, what kind of service insist I take fault at thier companies wrong doing. At the end of the day phone did not work in my office, I could not contact my daughter in cocoa because her phone did not work. Too me all the services were failing status. The rep full of lies to get me to sign, the service center blaming the rep and rep blaming the service center. I would much rather use a corded wire phone on the wall if [redacted] fulfillment center was the only cellular company.

Please just return my very hard earned money in a timely fashion and repair all your sister companies sales rep's so this is not effecting more people like myself.

I could have met all the requirements to make this a smooth return had I not been misinformed by their sales rep.

If I cant have a full return this will definitely hurt my small business.

And please never send your agents to my place again.  

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.Even though I provided my email address and phone number We HAVE NOT been contacted by anyone including venicom,[redacted] or tmobile fulfillment center,so as it is their usual practice they are not telling the truth. On or around 6/24/2014 we contacted venicom about cancelling the contract which their salesman [redacted] had under false statements misled us to sign and the only option we were blandly presented with was to pay their senseless and outrageous cancellation fees. I understand that venicom will never accept that they train their salespeople to deceive innocent customers that fall for their lies,but a large portion of their profits must come from this ill obtained cancellation fees. [redacted] a. [redacted] showed us an instruction booklet which he stated was provided by his company,I was able to take a shot of the top page which is attached to this letter,with instructions on how to make other carriers' phones work with the [redacted] network(he promised to reprogram our phones personally). On June 30th the salesman came back into our business,he instructed us not to return the [redacted] phones until he was able to cancel the contract with venicom,he said, after that we would be able to return the phones without incurring any fees or charges of any kind,three days later he had his phone disconnected,so this was another trick he used to delay the returning of the phones,we are in the process to return. the phones have not been used beyond the testing of internet connection and phone service,some of that was done by the salesman himself during the first week of June what can be proved with the [redacted] statement. This fraudulently obtained contract has to be cancelled immediately without any type of fees or charges whatsoever. 

Regards,

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.At the time of the sale [redacted] verified the shipping address for the device as [redacted]. It was also reviewed in our recorded order call that the device would be active and ready to use when it was delivered, this was not dispute or questioned by Alexis Vial. The contract and order was sent to [redacted] at the email address provided at the time of the sale, this email also included the [redacted] tracking number [redacted].The device was activated and shipped as was agreed on 03/30/2015. It was delivered to and signed for at the agreed upon address. [redacted] was provided with the appropriate information needed to track the package and anticipate its delivery as well as the contact information to our customer service center. The [redacted] signature proof of delivery form provided in our previous response verifies that the device was delivered to the address verified by [redacted] on 04/01/2015. The first contact we received from [redacted] claiming to have not received the device was on 05/07/2015 which was 36 days after it was delivered.[redacted] was provided with all of the information needed to check on the delivery status of the device and our customer service information that could have been used to contact us if there was any issue with the account. [redacted] failed to contact us regarding the account in a timely manner and as a result the account is no longer in the fourteen day buyer’s remorse period and is currently under contract.As was stated in our previous response the best we would be able to do is offer a settlement that would allow us to recover the cost of the device that was shipped to the address verified by [redacted].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

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 T-Mobile 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 two Samsung G386T for [redacted] with a new line of service with both voice and data on 02/19/2015. The documentation provided at the time of the sale provides instruction on how to submit the final bill to T-Mobile for the early termination fee reimbursement promotion. As is stated in this paperwork this is applied to the customer’s T-Mobile account as a credit equivalent to the amount paid to their previous carrier for termination penalties, this credit does not cover the entirety of the customer’s final bill. T-Mobile has denied the paperwork submitted to them by [redacted] for the termination fee credit request. We are happy to assist in this matter the best we can. [redacted] will need to contact our customer service center at ###-###-#### to escalate this matter with our customer service team so they may assist in review of this documentation and escalate the request within T-Mobile.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

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.[redacted] was advised multiple times in writing and verbally who we are and our relation to [redacted]. This was covered in the original order paperwork which has been provided as well as the recorded verification call which has been included with this response for your review. The buyer’s remorse period for all accounts that we activate is fourteen days which begins the day the device is shipped, all customers have the option to request expedited shipping during the order process. The instructions provided to [redacted] advised to contact our customer service center for all account needs within our contract term. In review of the customers statements and notes in the [redacted] record many of [redacted] Hanger’s issues would not have occurred had this instruction been followed.Per [redacted] records [redacted] contacted [redacted] directly on 03/24/2015 to initiate the port in request. Transfer of a phone number from one carrier to another is not guaranteed, in this care [redacted] was not able to import [redacted]’s numbers to their systems. [redacted] was made aware of this and was given the opportunity to cancel the [redacted] service within the buyer’s remorse period. [redacted] did not request cancellation of services within the buyer’s remorse period. The [redacted] notation system for this account shows that [redacted] contacted [redacted] directly in an attempt to have the termination reimbursement credit applied to her account without the required port in. This request was denied by [redacted] and [redacted] requested to cancel services, the [redacted] representative referred [redacted] to us to cancel services. The first request that we received to cancel services was on 04/07/2015 which was after the buyer’s remorse period had ended. The account did have the WiFi Calling feature as well as the Smartphone Mobile Hotspot feature from the time of activation. The Smartphone Mobile Hotspot feature will not work when the data on the account has been throttled (limit of 4G/LTE usage exceeded). Per [redacted] records the data limit was exceeded and an automated message was sent by [redacted] to advise of this on 03/30/2015.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

Review: The company I work for was visited by a Venicom "T-Mobile" representative. The first time the rep came, I was in the office all by myself. The rep put a hard sell on me. He also had a trainee with him. I told him, after spending an hour hearing him pressure sale me, that I couldn't do it at this time. Later that afternoon, the owner of my company came and the representative sold her a contract (which was also not what the rep said, they are having their own issues with Venicom). A week later, I was in the office alone again. The rep came back in with a new trainee. The rep was sitting next to me and the trainee was sitting in front of me. They were making me feel stupid by not signing the contract with them stating this is a "no brainer" and "I know you're going to sign it so let's just get it done". I was all alone and was put under intense pressure. He told me that I would be financially responsible for nothing if I terminate in my grace period and that this was all "risk free". I signed mostly to get them out of my office. The rep had told me many things that were untrue. I found this out because I called the actual cell phone company (T-Mobile) and they advised me to cancel, since the reps claims were false. I called Venicom right away to cancel. They told me to ship the phones back and provide them with a tracking number. I had to spend $44.70 to ship the phones back. They also charged me about $100.00 for the taxes on the phones that has still not been credited back to me. I feel taken advantage of and that I felt like I signed because of a high pressure tactic. I don't think it is right that I should be out of pocket any money since I canceled in my grace period. I was later visited by a rep that stated my shipping charges would be refunded (a copy of the receipts were given) but I have not yet heard anything.Desired Settlement: I would like my taxes on the phone refunded and my shipping charges refunded. The taxes are $97.50 and the shipping is $44.70

I should not be out any money for canceling in the grace period.

I understand that the taxes will eventually be refunded after up to 3 months, but I am unhappy with this. The phones were never opened, untouched, and are confirmed back at the company. The refund for the taxes should be credited back now since the phones have been returned, brand new and in the box untouched and sealed.

Business

Response:

We are sorry the consumer did not find the services and phone satisfactory. We are a fulfillment house for T-Mobile orders only at this time and did not supply the equipment. This was supplied by T-Mobile directly upon activation of his order. I would recommend the consumer contact T-Mobile customer care for the replacement cost he is seeking for refund as this was not charged by Venicom, but by T-Mobile.I am sorry we could not be of more assistance in resolving the consumers issue, but again his complaint is with T-mobile and not Venicom.

Consumer

Response:

I have contacted T-Mobile about this several times. They basically say I'm completely at Venicom's mercy. They can see that Venicom went into my T-Mobile account and cancelled it, but no information was given about the refund on the taxes for the phones I returned. They will not refund my return shipping charges either. I'm still out of pocket. It is convenient that Venicom and T-Mobile get to bounce responsibility back and forth to one another, while the customer is helpless and frustrated.

Business

Response:

I am very sorry you feel that way, however if you look at your credit card records you will see that it was T-Mobile that charged you and not Venicom. We cannot return a credit card charge that we never charged in the first place. That being said, I have opened an escalation customer service ticket requesting that they call the customer and complete a three way call with T-Mobile directly and try and help you resolve this customer service issue with T-Mobile.

Review: I had two individuals come into my work in August of 2014. They stated to myself and a few other employees that they were from TMobile and were in the area promoting TMobile, and offering a trial period of service. It was to be for a month of free service, no money down, only reoccurring charges if you were to keep the phone, and proceed with service. They said if we want to keep it do so, and start a payment plan. If not, send it back or bring it into any store. After hearing they're sales pitch, which sounded fully legitimate, they then told us (while setting up over phone) that they would need to do a quick credit check, which would result in us having to put down between $0-$200. I was told $50, and the other two co-workers had $0 and $200. So myself and my boss ($0 guy) decided to commit. I asked if I could have the payment for the $50 run through a specific day, and asked for the sales rep's contact information. I then actually called to cancel the processing before the day I set it up for. Left voicemails for both reps, and never received a call. I then called my bank and had my money returned and the process cancelled. I came into work a few days later to the package that someone unfortunately signed for.

Since I never actually then wanted the phone, or service, I found a customer service line for TMobile and got mixed responses for where the phone shall be returned to. So I just decided to hold on to it expected to get something in the mail shortly after from TMobile. About a week later, I received a letter from TMobile saying that they were sorry to inform me, but they were unable to approve my application for service. (Meaning I should have never been able to get the phone)

I held onto in a few more weeks. First week of October I received a letter from TMobile and was a bill for $175.14, not knowing why.. In addition another letter from a company I had never heard of, "Telecom Management Inc". This was a bill for breach of contract for $400.00. So I assumed they were related, and called TMobile. To my amazement, TMobile thought that this was a bunch of fake people using their name, network, and service. The response from them was even more startling, because I was fully under the impression that I was dealing with TMobile, and them only.. Not some other company named Telecom/Venicom. So they started their own investigation. I then in the midst of calling them for hours on end, called Venicom on accident. I spoke with the same person 3 times (however that's possible in a call center). She wasn't helpful at all and wasn't excepting of the situation. After expressing my frustration, the facts, and the meer fact that these people tricked us, and pretended to be TMobile, not some other authorized reseller, third party "BS". I wasn't happy. Asked to speak to a supervisor who wasn't available to speak to me for 2 days. I have now spoken with him a handful of times, and also have been hung up on, by him every time! And that was because I refused to pay this, and wouldn't set up payments. The account manager who this was, "David", was extremely rude, unprofessional, non-understanding, and completely ridiculous.

This company has now taken my $50 back on 3 separate occasions, and is still trying to get the $400, which is completely uncalled for. TMobile cleared my entire bill and in on my side about all the information, just that they can't do anything about the company itself, which you think they would, based on their contract agreements. I've contacted my local news station, credit unions, and a few lawyers about this matter. Nobody at Venicom/Telecom seems to wanna accept the fact that they pulled a fast one, and that I didn't use the phone, nor even know the phone number for it. Its still an ongoing situation, and I plan to take it to court in the near future if something isn't resolved.

If any further information is needed, please contact me and I will provide that!

NOBODY use these clowns, or TMobile for that matter. Just a scam, trying to trick you into thinking you'll be in a better position, yet they dig a hole for you, under their false ways of business!Desired Settlement: I want my $50 back, immediately, as well as the $400 breach of contract settled, and eliminated, no questions asked. Then I will send you back the unused phone, and we'll part ways. If it's not handled in this way, I will follow with legal proceedings, for the $50, $400, and other amounts necessary to take it to a legal matter, plus compensation for lost time, potential credit score impact, and emotional distress, based on my everyday health conditions, this contribution doesn't help me to feel any better!

Review: My Daughter was approached by a [redacted] Rep on her job at [redacted]. My daughter was working, could not fully have a conversation. I received a phone call while on my job from my daughter, a Rep wanted to speak to me about joining [redacted]. She explained that the plan would save me money and we would have really nice phones. She asked if it was okay for my daughter to sign my name for me and I told her it was fine. I distinctly asked about Cancellation fees, she told me [redacted] will pay my fees and I didn’t have to worry. We stayed on the phone for at least 15 minutes trying to get everything setup. She told me everything was in place and she would give my daughter my receipt. My daughter returned home that evening and I asked her for the receipt and she said she didn’t have it. The lady was supposed to give it to you. She stated she had to go back to work and hadn’t talked to her since she got her phone back from her. I looked up the general number for [redacted] to try and locate when the phones will be arriving, because I wanted to make sure it was a legitimate deal. [redacted] was not able to identify my information because now they’ve realized my info was created under a 3rd Party and stated they didn’t have access to my account. I wasn't aware they were a 3rd party at the time of transaction. Phones came in the mail a few days later, yes, it had some paper work inside explaining different things. But, I was still moving furniture and items into a new apartment I wasn’t able to thoroughly go through it.

It wasn't until I received a Bill in the Mail from [redacted] a few weeks later for a Cancellation fee, is when I started asking more questions to [redacted].

While trying to explain to the Venicom’s Rep aka ([redacted]'s Fulfillment Ctr) how I became a customer, she’s reviewing my notes and now she accuses my daughter of Fraudulently opening my account, because she doesn’t believe I authorized her to open the account. She went as far as telling me my daughter was lying about not receiving her receipt, because Reps make sure to give receipts. This is when it's made clear that [redacted] and Venicom are 2 different Entities and 2 different Contracts. Venicom’s Rep & Mgr’s response still wants me to file a Police Report on my Child for Theft, which is ludicrous. A few wks ago I was told the Sales Rep was reprimanded because that’s not how they are trained to do business. Now they tell me she’s not their employee. I felt, Whoever reprimanded her, it does nothing for me with an $800 bill.

I offered to send the phones back, not only because we're not going to use them, they're really not good phones in spite of what the Sales Person presented them as. I've already returned back to [redacted] as a customer, because I had to do it within 59 days in order for them to drop their $810 cancellation fee, which the Sales person told me [redacted] would pay.Desired Settlement: Resolution: Drop these charges please as [redacted] did.

Revdex.com's Case #[redacted]

Business

Response:

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

Consumer

Response:

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]

Business

Response:

Unfortunately the phones cannot be returned at this point, as it is past our return policy with our equipment Vendor. We were more than willing to reduce the BOC to cover only the loss amount, however the customer seems unwilling to do so.We cannot write off the balance, however again we are/were more than willing to reduce the loss amount to only cover equipment cost loss and write off any remaining balance.Thank you,Collections Services

Consumer

Response:

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.For whatever reason, your company keep saying that you are willing to reduce the amount, yet, you still haven't stated what that amount is. If your lower amount is only a few dollars off, then it still isn't worth me committing to. I truly am not trying to be difficult in not paying a bill. I just need your company to take responsibility for creating this mess in the first place. If you don't want your phones back, then that's on you. You can't say that I didn't try to send it back. Which means, your company will continue to state that I didn't return your phones. We'll leave it at, you claim it's not benefiting you is why you don't want these phones back, and not because I'm being difficult in returning them. The only reason I won't just place them in the mail without direction on where and who to send them to, is because of experience in the past. If there isn't a specific direction on where to send phones to, (ie) a specified address, assigned Pre-Scan Bar Code, Attn. to Dept. then the phones can't be verified as to where they went and who received it, without a lot of red tape and research involved.A few years ago, I had to send a phone back and didn't use the proper shipping envelopes that was sent to me. I sent the phones back with a confirmation # via [redacted], yet that phone company stated they didn't receive it, and held me responsible. I had to go through a special division within that company in order for it to be tracked and that took almost a week to figure out. So, I'm sorry that we can't come to an amicable agreement where it works for the both of us. Regards,[redacted]

Business

Response:

You are always welcome to call the collections number provided on the documents sent to you and a specialist will be more than happy to review the account with you and possible settlement amounts. This account is scheduled for final notification next week prior being sent to outside collections.As indicated in prior responses we are not able to accept the phones at this time as it is past the trial period. We could not return them to our equipment vendor, this is why an address has not been provided. Returning the phones will not release you from the breach of contract fee. I have put your account on hold as you indicated you were interested in settling the account. Please call the number provided and our collection supervisor would be more than happy to assist you resolve this issue.Thank you,Collections Services

Consumer

Response:

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]

Business

Response:

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

Consumer

Response:

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 has been an everlasting Negative Saga. I tried calling the Fullfillment Ctr and my call was returned. The Mgr started out quite Rude. Every person I spoke with throughout this issue has wanted me to file charges on my child and place all this blame on her. I told him I am offended that this is there only response and he then calmed down. I never said that I didn't authorize my child to sign. My issue is that we were mislead by the Sales Rep from the beginning. Had the sales rep given my daughter the original receipt from the beginning alot of this would've been dealt with then. I was in transition literally when the phone came, therefore, I didn't get to thoroughly go through the package. It wasn't until the bill from [redacted] came is when I had a Real Problem. So, because you keep trying find blame on my daughter and not for your Sales Rep that you claim does not work for you, I won't accept this solution. It's amazing how you choose to disown the Sales Person that you claim doesn't work for your company. Yet, you want to hold me for a half signed contract by a Sales Person that doesn't work for your company. So, if the Sales Person represents the [redacted] side, not the Fullfillment side and [redacted] dropped the charges, then why are we even having this conversation? I expressed that I also have a complaint filed with the [redacted] and the [redacted]. The Mgr told me, "I don't care who you file with, you file with whoever you want, it doesn't mean anything, you owe us." I didn't argue and get loud with him, I just politely said no, and I had to get back to work. Regards,[redacted]

Business

Response:

A manager has reviewed the audio of the call referenced. The representative responded as needed to the questions and statements made by the customer. The customer has devices they did not return, cannot return at this point, and did not pay for.We have offered a settlement amount and payment plan and customer has refused. We will send this customer to an outside collections agency at this point as they refuse to work with us on the product they have not paid for.Collections Services

Consumer

Response:

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.

Business

Response:

If Ms. [redacted] returns the devices to us and they are in reusable condition, with no damages at all, we will accept $500 as a good faith offer. Please have her call the collections line to set up payment arrangements. I have authorized $50 per month payments with the Collections Manager, [redacted]. At the time she speaks with [redacted] she can provide tracking information for the devices she has sent back. Our return shipping address is: [redacted] If the devices do not come back or come back damaged and not reusable she will owe the entire $800 breach fee at that point, however I would still be willing to work with her on a payment plan as needed. We cannot send the devices back to our vendor and we do not sell used devices, however I may be able to use the equipment internally to help mitigate our loss or I will try to. This is the best good faith I can offer and still has us loosing almost $500 in cost. Thank You,[redacted]

I was told by a representive of this company which also goes by Telecom Marketing Associates that he was [redacted]. I got a contract with them and have had nothing but problems since. I am now in a breach of contract and am getting ready to have my credit ruined because I spoke to [redacted] and they made changes to my account.

Review: I was approached and harassed to begin service with [redacted] through a 3rd party Authorized Reseller. I began service based on their suggestion for what would best suit me and equal the service I was switching from. When I went to an actual [redacted] store, they informed me that my brand new (2 day old) service was a very outdated plan that they no longer provided and said I would have to switch. Upon doing so, Telecom has now sent me an invoice for Breach of Contract with a $400 fee. I will not pay this, when they sold me an expired plan that [redacted] no longer offered. They need to cover that, since that was their mess up.Desired Settlement: Waive/Disregard the $400 Breach of Contract fee completely. I will pursue continuously until this is settled.

Business

Response:

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 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 him in breach of the contract.We activated the ZTE ZMax for [redacted] with a new line of service with both voice and data on 01/02/2015. We were notified on by [redacted] that [redacted] had changed the [redacted] 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 02/20/2015.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

Consumer

Response:

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.

When the original Avid device was broke, and I went to get a replacement and was notified I could not do so due to an invalid out of date phone plan, I had to switch. You present your sales as a bargain with the same plan just a cheaper out-the-door price. When that "same" plan is in fact invalid and out of date, no longer in use, that would be a misrepresentation of said contract. Also, it should not be in collections, it was not past due. As soon as I received the bill and statement, I contacted [redacted], then Revdex.com.Regards,

Business

Response:

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.The rate plan of this account was appropriate for the method in which the account was activated. [redacted] received two devices at an extremely discounted rate; the rate plan which was activated is still a valid [redacted] rate plan which is only offered through authorized sales channels providing subsidized equipment. Our records indicate that we never received any contact from [redacted] in regards to broken/defective equipment.All customers are provided instructions for replacement or exchange which can be completed through our customer service center at the number provided within the fourteen day buyer’s remorse period. Outside of the buyer’s remorse period the devices can no longer be exchanged but do carry a one year manufacturer’s warranty.Per [redacted] records the rate plan was changed when [redacted] received two Samsung Galaxy Note Edge devices from [redacted] directly. Devices purchased through [redacted] directly require rate plan change to be setup on an equipment installment plan. [redacted] Thomson had full knowledge that completing a rate plan change in order to purchase different equipment outside of the buyer’s remorse period would result in a breach of our contract as the terms and conditions of our contract were reviewed with and provided to [redacted] for his two separate orders completed through our sales channel.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 costs; 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

Review: In October of 2014 a man by the name of Pete came into my place of work at the time, promising an reasonable cell phone plan where they would by me out of my contract with my other company, they also stated they were partners with [redacted] too. I had signed some paperwork and was told I would have a new phone in the mail in two-days. Well within them two days I had gotten a letter from [redacted] stating I would not receive service with their company do to lack of credit. Which was fine, by then I had received a new phone that I had never opened. A month had past and I got a phone call from this company stating I owed my first months bill, and there had been usage on a phone that I had never taken out of the box. So I asked her why was there a bill when I had a letter stating I would not have service from the company, she told me that that letter was sent to me in mistake and I did indeed had a service with them, which I did not understand. I stated I did not want service with this company and to have it chanced she transfer me to [redacted] and had the service canceled and was told all I had to do was to return the phone, which was fine. I had received a refund for my activation fee and was sent a letter stating I did not owe any money and was told this problem was handled. About a month ago this company had sent my pervious job stating I owed them money, well I called the company and wanted and explanation of why they were trying to contact me from my pervious place of work and why I owed money for a phone I never used, the man I spoke with was very rude, did not want to hear what I had to say, and hung up on me twice. When I called back they sent me to the same rude man, he told me I had to contact the owner of company to file a complaint, he gave me an email to send my complaint to, well the email is non-existent. Well by then they had tried to send my pervious job another piece of mail for me. I had already contacted them telling them do not send that place any of my mail, and do not contact me in anyway.Desired Settlement: Them to not contact me in anymore!

Business

Response:

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 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. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 10/09/2014. We were notified on 11/30/2014 by [redacted] that the services we activated had been cancelled for first payment default 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 12/17/2014, 01/16/2015, and 02/16/2015.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

Review: I feel cheated and lied to by this company! On September 27, 2013 a group of sales representative came to my place of work saying that they're with [redacted] (which I later discovered that they're really a 3rd party organization who brought out [redacted] old contract program to sale it) convincing a few of us to sign up through them and get this new No contract plan being offered at [redacted]. I decided to go along with it but soon had to cancel because of the bad service connections and since I was within my 20 day cancellation period I could get my refund and return the device to its proper destination. I was told within 10 business day, I should receive and credited a refund back into my credit card. I spent the next month and a half speaking with so many different associate with [redacted] to resolve this issue and that's when [redacted] informed that VENICOM is a the company who sold me this program that ended being a contract. I then spent the next month calling to the number that's listed for this company but it just keep ringing. Frustrated and cheated out of my hard earned money by a company that really doesn't seem to care for the customer being mistreated; have the nerve to send me a letter saying that I have a balance and owed them $534 or get sent to collections! I followed the rule and return the device on time and patiently waited for my refund, but Venicom graded by the Revdex.com in meeting its standard, lies and cheat consumers out their money.Desired Settlement: HONOR the agreement

Business

Response:

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 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 this device which puts him in breach of the contract. We activated the [redacted] for [redacted] Alze with a new line of service with both voice and data on 09/27/2013. We were notified on by [redacted] that [redacted] had cancelled the [redacted] service that we activated on 10/10/2013 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 and the outstanding $400.00 breach of contract fee on 10/25/2013, 12/02/2013, and 02/06/2014.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] Alze 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

Review: [redacted] (representative of Telecom Management Associates, Venicom) with cell of [redacted], entered my business with a young lady associate of his and gave a presentation to myself, an employee of mine, [redacted] and also to my partner [redacted]. He identified himself as an employee of [redacted]. I asked him if he works for [redacted] or a dealer selling [redacted] services. He told me he is a direct employee of [redacted]. He said he could offer me Unlimited Minutes, text, internet with 4G LTE service for $60.00 a month on a 1 year contract. He told me he would give me the [redacted] phone for free and that it outperforms the [redacted] and is a higher model than the [redacted]. I thought this is a great deal so I switched my services over. I have this in a receipt he left with me. There was no contract given to me and there was a phone verification done and I have asked for this recording 3 times and they refuse to send me a copy. We have had multiple billing issues and memory problems with the phone. I had to go purchase a memory chip and it still does not solve all the issues. The phone is clearly much less quality than the [redacted]. The only reason I chose this phone is because he stated I had to take this phone and after 4 months we could upgrade to the Samsung S5. I was receiving charges for my calling so I called his company and they were closed, and they were closed on the weekends as well. I work and I am not always available during an 8-5 day so I called [redacted] who is my carrier and the bill states to call them if you have any billing questions. They fixed it and said that If I make any calls to mexico I would be charged for the calls so they added the international plan. [redacted] told me this was already part of our service. I had to add it. [redacted] told me that I could make all the WIFI calls I wanted and there would not be a charge for the usage. He was wrong, when I received my second bill, there was charges on it. I called his company and no answer, they were closed, it was Saturday. So as directed I called [redacted] and they straightened out the bill and informed me that if I should only use WIFI for surfing the WEB and do not make calls on it because you will receive roaming charges. I called [redacted] directly to talk to him about the phone issues, and the billing issues and so forth. He appologized and said he would try to get me a gift card to rectify the situation and to help to get us into better equipment. He also stated that I should just go to a corporate store and ask [redacted] to by my contract out. I was asking him, why would I do that. I thought you work for [redacted] and then he got silent and stated well he does but through Venicom or Telecom Management Associates. So I asked him again do you or do you not work for [redacted] and he stated in a way I do. I told him you were not honest with me and you gave me false information and I have other persons that can contest to this. He told me he is a direct employee for [redacted] and that he does not work for a dealer. This was misrepresentation. The service that he promised me was also misrepresented because he told us we would recieve unlimited Interenet which is not true. We only receive around 2G of service and then it goes to a dead craw unless you are in a facility with WIFI you have basically no interenet service. After I spoke to him, he said he will resolve it and will get back to me. I waited 2 days and I did not hear from him. I called him and he would not return my calls nor would he answer any of my calls. A week has passed and I have called him at least 30 times and he has ignored my calls and he will not return them. I called and spoke to [redacted] in which they uncovered everything and told me that I am under a 2 year contract and will not be eligible for an upgrade until 22 months. I would have never signed a 2 yr contract with the crap phone he gave me. I would have never given up my Samsung phone to go to this. It is a horrible piece of equipment with constant problems. I waited for the weekend to pass and called on 8/3/14 and spoke with a young women who identified herself as a supervisor and she stated [redacted] should have never told me the things he did and misrepresented the company in such a manner. She said he should have never stated he worked for [redacted] and he should have never, absolutely never told em to go to a [redacted] coporate store and asked them to buy out my contract. She said she would contact an account manager and have them rectify this situation and they will contact [redacted] and make certain he is not giving out more incorrect information. 8/4/14 around 4:30 I receive a call from [redacted] and account manager with Telecom Management associates, Venicom. He proceeded to give me his speech and never said one thing about the issues I brought up to them about the representative or the problems I am having with billing and the phone. He continued to say he is only calling because we are in breech of contract for contacting [redacted] to ask them about our billing. I tried to talk to him and he continued to cut me off. Each time I tried to address any other issue other than sign another contract with them and extend our contract 120 he would start talking over me and cut me off. I kept trying to address the issue with the problems and he stated, "yes, I see there was a misunderstanding between you and [redacted], but I dont know what was said and you need to contact customer service about that issue" Then he proceeded to talking to me about signing a new 120 day contract with Telecom Management Associates, Venicom. I finally was so tired of him rudely talking over me and cutting me off during my sentences and not listening to me so I told him I don't want to talk to him anymore and I would like to speak with his supervisor. He stated he does not have a supervisor and I am the only person you can talk to and that no one is over him. He stated he is the account manager and the only supervisor located at that facility and I could not speak to anyone else. I ask him repeatedly for his supervisor or another supervisor and he stated "fine I will notate your account that you are in breech of contract." and he hung up on me. I called back in and the same young lady answered the phone and I think the name was Myli and she transferred me again to him. I hung up and called back and she answer the phone again and she stated he is the only supervisor on staff right now. I refuse to talk to someone that is so rude and has no customer service skills and I refuse to speak to someone who will not even listen to me and just talks over me and cuts me off. He did not listen to one complaint I had. He just kept insisting to sign a new contract. The only customer service I received is when I called [redacted] directly, they were respectable and courteous, and they handled the calls in a timely manner and explained the service I had, which is not the experience I have received with Telecom Management Associates, Venicom. I have never received such misrepresentation of service and such rude behavior with a company before. I have asked for a copy of the voice recorded contract to see if they stated a 2 year contract and they have refused to send me a copy, instead they send me a 6 page document that is not even pages from the same document with my signature that was made over a cell phone and no contract was given to me. I was sent a copy of a contract in the mail but buy the time I had received it the time to break the contract had already passed. He told me it was a 1 year contract, that is what I want, he told me I would receive, unlimited minutes, text, internet with 4GLTE service and that is what I want. He told me I would have the top phone that was rated higher than the [redacted], and that is what I want. I have been trying for weeks to rectify this situation and I have made no progress with this company because they absolutely refuse to work with you and they only address the issues they want to address and ignore the rest of the issues. I am a business owner and I have never misrepresented my company and I have always stood behind the services that I provide and I have never in the 14 years we have been in business had a customer complaint that went unresolved. I have never had a bad review. I am so disappointed in the lies and misrepresentation of the product and services as well as the rude behavior I have received from the customer service representatives and the Account manager [redacted]. I am not paying $400.00 to a company that says I am in breech of contract when I am not in breech of contract and I have never received an ounce of correct and honest reply's or service from them. I have only received service from [redacted] and [redacted] is the only one who has been completely honest with me. If I had never contacted [redacted] I would never have known about the misrepresented services [redacted] was promising and I have witnesses to prove this.Desired Settlement: I want an apology from [redacted] the account manager for the rude behavior that he displayed, I want to make certain [redacted] is not out misrepresenting himself and [redacted] and that he identifies himself with the actual company he works for and he is not promising services he can not nor will not deliver. he needs to be taken out of the field and retrained with the correct information and taught the correct verbiage to use to identify the company that he works for. I want my contract to be changed to the one year contract as promised me and I want the equipment to be upgraded to the [redacted] as he promised I could do with 4 months on a 1 year contract. I was under the understanding I was signing service with [redacted] not TelecomManagement Associates, I recieve my bill and service from [redacted] and that is who I should deal with. I also want a copy of the voice recording and not a couple of pieces of paper with my signature in a box they copied and place with other papers that was not part of the signature box nor was there anything I could read. They told me I was signing for the 1 year contract and the equipment. I told him I did not like that phone and I did not want it but he stated in order to join [redacted] business division I would have to sign with that phone and in 4 months I could upgrade it. That was an outright lie and misrepresentation of the service and equipment promised. I want this straightened out with the service and equipment promised and an apology from the rude employee [redacted] and [redacted] for misrepresenting himself, [redacted], and his company.

Business

Response:

RE: CASE#:[redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted]’ complaint and we do appreciate the opportunity torespond 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. Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation. 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. [redacted] has not paidfor nor returned this device which puts him in breach of the contract. We activated two [redacted] for [redacted] with new lines ofservice with both voice and data on 02/27/2014. We were notified on by [redacted]that [redacted] had called [redacted] on 05/22/2014 to change services that weactivated which is listed as a breach of contract in the terms and conditionsthe customer received, which are enclosed. A letter was sent to [redacted] regarding thebreach of contract status on 05/27/2014. On 06/04/2014 we contacted thecustomer and spoke with him regarding the breach of contract. It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering 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 mustremain in collections with us until we are able to recoup the cost of thedevice 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 thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

Consumer

Response:

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 of all we did not receive any terms or conditionsuntil well after the 14 days, unless they are saying 14 days after a person hasreceived the terms and conditions. Second no one has time to sit and read pages of small print as that whenwe reviewed everything at the sale and also spoke to a manager as well. Fraud is fraud and the sale was a fraudulentsale, misleading and the company has grossly misrepresented themselves as wellas [redacted]. They also promised toexchange my phone after 4 months and [redacted] stated that is not true. [redacted] informed us that we are stuck withthe phones until end of contract. Thiscompany stated we would have to take these phones because we are a businessclient, that is not true. [redacted]stated this company is only allowed to sale this particular device. [redacted] also stated that they have had manyissues and problems as I have complained about with this particularcompany. This device was offered to me at $0 dollars due to signing a1 year contract. There was no statementof having to pay for the device ever nor within the contract. I have read it and there is nothing that sayswe would be charged for the devices. This company said I was in breech of contract because I called [redacted]to ask questions about my billing. Theircompany is closed most of the time and you can not reach anyone to help them. I do not have a 9-5 job and I work and cannot spend 30 minutes on hold waiting for them to respond. I have called them multiple times and have tried to talk tothem. They hung up on me and stated theywould not speak to me unless I sign a 120 day contract with them. They refused to send me the voice recordingthey say that have on file. Thedocuments in this letter they send was explained to me as signing for theequipment, not a contract signature nor have they provided me a contract that Isigned. They print a standard contractand then print the signature page I signed for the equipment and use it. They have not provided any proof I signed a2 year contract what so ever. They haverefused to work with me at all cost until they state I sign anothercontract. If I have [redacted] service whywould I sign another contract. [redacted]stated that I would not have to and stated that I should not even be dealingwith this dealer anymore since I am well past that stage. They are the ones who should correct this issue and offerthe customer what is actually sold to them. I will not pay this company a dime because they have lied, theymisrepresented [redacted] cell service, they placed me in defective equipment thatI have to pay to replace now because they refused to even fix that. They said I would need to call themanufacturer to try to get a replacement. If everything they are saying is true, then why would theirsales representative listed in the complaint tell me to go directly to [redacted]and ask them to buy my contract out, why would he offer to send me gift cardsfor all my troubles. Why would [redacted]ask me not to deal with them directly anymore because they have receivedseveral complaints about the exact company. They should be apologizing for the Misrepresentation of[redacted], the fraudulent sale of defective equipment in which they shouldreplace, provide me with the exact voice recording of the so-called contractsigning and not something they pieced together and says it is a contract, andfire the personel they have in the field performing in fraudulent sales. If the things they say are true, then whydid [redacted] not cut my service off. They did not because they do not recognize them as a crediblesource. This company needs to be shutdown and their license taken away from them. I will not in any way pay for equipment that was said to be free, norwill I pay this company a dime of my money ever. They are the ones who should be paying mefor the stress and trials they have placed me through. They should replace my equipment withequipment that actually works. Theyshould also apologize. If you noticethey did not even sign the letter. I haveplace numerous calls to their company, I have even called the president of thatcompany, and they have made no attempts what-so-ever to respond and resolve theissue. Thank You,

Regards,

Business

Response:

Complaint ID: [redacted]Account Number: [redacted]Customer Name: [redacted]Contact Name: [redacted] To whom it may concern,This letter is in response to comments made by [redacted]regarding his complaint to the Revdex.com regarding his account. Rather than wasteeveryone’s time in a bout of hearsay I would like to take the opportunity toprovide actual verifiable documentation of [redacted] orders for [redacted]services through our company.As we are all aware we operate as an authorized dealer for[redacted] and activate new lines of service for [redacted] services as well asprovide [redacted] branded equipment for use with the [redacted] services that weactivate. The devices we provide to our customers are devices that we have paidthe full retail cost for and provided to our customers at an extremelydiscounted rate contingent to agreement of our contract terms and conditions.These terms and conditions are provided to every one of our customers at thetime of the sale and are also reviewed in a recorded verification call prior toactivation of services.The account is currently in breach of our contract terms andconditions for changes made to the data features on one of the lines of servicethrough [redacted] directly during our 120 day contract term. In review of thebreach of contract [redacted] was advised that in order for us to correct thebreach of contract on his account we would need to change the data feature backto what we had originally activated and assigning a new 120 day term for theaffected line. It was explained to [redacted] that after making this simplechange he would be welcome to increase the data feature for that line so longas that change is made through our customer service center at the numberprovided in his order paperwork however; [redacted] has refused to work withus in making the necessary corrections to his account. Review of our records indicates that [redacted] was able tocontact us in the past in order to make changes to his account. On 04/22/2014we had received an inbound call from [redacted] with the request to add the‘International Talk & Text’ feature to his lines of service. We had neverreceived any kind of complaint from [redacted] until after his account wasinvoiced for breach of contract. [redacted] has never made any statement to usregarding ‘faulty equipment’ in fact per [redacted] systems [redacted] is stillusing the original devices provided for his account which is showing moderateto heavy usage on all lines. If there is a defect in the devices that [redacted] currently is using he is free to request a replacement device from[redacted] directly under the one year manufacturer’s warranty per thedocumentation provided to [redacted] with the devices themselves.In regards to the recorded third party verification calls(TPV) completed by [redacted] during the order process of both of the ordershe has placed:For order number [redacted] placed his order andcompleted the TPV call on 02/22/2014, between 05:40 and 06:05 of this call[redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork.For order number 1693979 [redacted] placed his order andcompleted the TPV call on 02/28/2014, between 04:08 and 04:21 of this call[redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork. You will also see the ’[redacted] Authorized Dealer’ logo inthe upper right hand corner of the signed leave behind paperwork as well as theterms and conditions, this logo was also on the name badge of the salesrepresentative that [redacted] placed his orders with. This logo is the samefor all [redacted] authorized dealers and is provided by [redacted] for use in ourcontract paperwork. [redacted] was provided with the leave behind paperwork foreach of his orders on the day of the sale by his sales representative. Theterms and conditions which are very brief and are nowhere near the ‘pages ofsmall print’ that [redacted] would imply were also provided to [redacted] viaemail for each of his orders and also included in the welcome paperwork thatwas sent out with each shipment of equipment.For your review and reference we have included the followingdocumentation:· Recorded third party verification calls fororders [redacted]· Signed leave behind paperwork for orders [redacted]· Completed order forms & contract T&C fororders [redacted]This documentation should plainly illustrate that[redacted] was aware of our affiliation to [redacted] as an authorized dealer as wellas his knowledge of what he was expected to fulfill per his contract terms andconditions which we relayed multiple times for each order.

Review: At the end of May 2014,a man walked into my business presenting himself as a [redacted] salesperson,We told him We were fine with [redacted] ,He stated that he had better 4G data plans than what we actually have with [redacted],We told him that our contract with [redacted] was about one year old and so were our phones ( Samsung Galaxy S 4) and were not looking to switch to another carrier or switching phones.

He insisted that [redacted]'s service , 4G coverage and network were better than [redacted]'s ,also any cancellation fees incurred with [redacted] would be paid by his company. He assured us and reassured us repeatedly that we did not have to change our phones since our [redacted] phones would work fine with the [redacted] service ,now we've found out that is not true.

I made sure he understood that switching phones was not a choice and much less downgrading to older and lower quality ones. We have 4 lines with [redacted] and now I'm stuck with 4 lines with [redacted].which this man sold us under false pretenses,his supervisor came with him before I signed the contract and he also assured me that my galaxy S4s would work fine with their service.

The salesman goes by the name of [redacted] his rep code is: Jope NC F5 . I think his full name is [redacted]Desired Settlement: Cancellation of the contract, since it was obtained thru deceiving sales practices,statements and plain lies,and elimination of any and all cancellation charges from all parties involved including [redacted] and Venicom [redacted]

Stop deceiving consumers with this type of practices.

Business

Response:

07/08/2014

RE: CASE#: [redacted]

To Whom It May Concern:

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

any one 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 puts him in breach of the contract.

We activated the one Kyocera Hydro Xtreme and three LG L90

for [redacted] with new lines of service with both voice and data on 06/04/2014.

Please be advised that the paperwork completed and retained by [redacted]

on the day of the sale clearly states ‘Only [redacted] phones will work with

[redacted] SIM cards. No other carrier’s phones will function with the new

service.’.

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 devices sent to him.

In review of this account since receiving the Revdex.com complaint

notice we have been able to escalate with [redacted] to have the account

cancelled under ‘no install’. A no install cancellation means that all charges

for the account are to be credited back leaving a $0.00 balance for the

[redacted] services rendered to [redacted].

While we are willing to work with [redacted] in any way

that we can unfortunately three of the four devices retained by [redacted]

have been used in excess of the fourteen day buyer’s remorse period and are no

longer able to be sent to our equipment vendor for return credit.

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

Consumer

Response:

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.

Even though I provided my email address and phone number We HAVE NOT been contacted by anyone including venicom,[redacted] or tmobile fulfillment center,so as it is their usual practice they are not telling the truth. On or around 6/24/2014 we contacted venicom about cancelling the contract which their salesman [redacted] had under false statements misled us to sign and the only option we were blandly presented with was to pay their senseless and outrageous cancellation fees. I understand that venicom will never accept that they train their salespeople to deceive innocent customers that fall for their lies,but a large portion of their profits must come from this ill obtained cancellation fees. [redacted] a. [redacted] showed us an instruction booklet which he stated was provided by his company,I was able to take a shot of the top page which is attached to this letter,with instructions on how to make other carriers' phones work with the [redacted] network(he promised to reprogram our phones personally). On June 30th the salesman came back into our business,he instructed us not to return the [redacted] phones until he was able to cancel the contract with venicom,he said, after that we would be able to return the phones without incurring any fees or charges of any kind,three days later he had his phone disconnected,so this was another trick he used to delay the returning of the phones,we are in the process to return. the phones have not been used beyond the testing of internet connection and phone service,some of that was done by the salesman himself during the first week of June what can be proved with the [redacted] statement. This fraudulently obtained contract has to be cancelled immediately without any type of fees or charges whatsoever.

Regards,

Business

Response:

At this time we have been in contact with [redacted] directly to review the account and the breach of contract situation.

Already prior to this point we have escalated within [redacted] who agreed to treat the account as a 'no install' cancellation.

With the cancellation from [redacted] being changed top no install meaning that there is no billing liability to [redacted] for the services rendered by [redacted] this leaves the only issue to be the devices.

The devices were returned to us outside of our equipment vendors allowed time frame for device credit. Although the devices were returned well beyond the thirty days from initial activation of services we are attempting to return them to our equipment vendor for credit. We cannot guarantee that the devices will be accepted by our equipment vendor at this time as we have mentioned they are currently beyond our vendors allowable return period.

If our vendor accepts the devices the there will be no further breach of contract issues with this account.

If our vendor rejects the devices we will have to maintain the breach of contract but would be able to offer a settlement that would allow for us to recover the cost of the devices which will be returned to [redacted] once they have been paid for.

Unfortunately at this time all we can do is wait on word back from our equipment vendor.

Review: In December of 2014 a Sales Rep by the name of [redacted] came into my workplace. He gave me a sales presentation on Tmobile and I signed an Agreement for 4 lines of service. [redacted] stated that the phones would be mailed out to me in a timely manner and I would have 14 days to cancel and return the equipment if I did not want to continue service. First off, the phones were sent to an incorrect address. They were not sent to where I requested and where [redacted] verified they would be send. Instead, they were sent to an address where the business is not open on a regular basis, and there is no one to sign for them. Once the phone debacle was solved and I received the equipment, I had only a few days left to cancel. Feeling poorly about the service that I received I called [redacted] and stated I wanted to cancel. He said he would call me back to assist me with returning the devices. A few days went by and after 10 calls to [redacted], I then called the Home office number ( Telecom Management Associates). They told me that it was "too late to cancel" and if I sent back all of the devices that I had NOT activated, they could NOT guarantee that I would not incur a $400 per line. I was upset and asked to speak to a supervisor. I was told that no one was available and I would have to "try back another time". I continued to call Telecom Management Associates and received no help at all. I was treated poorly and told that I needed to pay the collection notice or it would end up on my credit. I have continually called the sales representative over the last few months and have NEVER received a call back. Another representative came in to my workplace (probably hoping to take advantage of someone else here) and I told him my experience. He told me he would help me take care of the matter. He has yet to return any of my calls. I feel taken advantage of since a salesperson made their commission on my new service (and that is why when I tried to cancel within the appropriate time frame, he neglected to help me do so) and the customer service department at Telecom Management Associates was no help at all.Desired Settlement: For a customer representative to provide me with an address and method of shipping to return the devices that have been un opened and un activated, for the devices to be shipped back and for the $1600 "cancellation fees" to be removed from my account in a timely manner. I would also expect a letter clearing my name of such "fees".

Business

Response:

08/05/2015RE: 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 T-Mobile 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 T-Mobile and/or if the device is returned to T-Mobile 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 Samsung G386T and two LG L90 for Nancy [redacted] with new lines of service with both voice and data on 12/11/2014. We were notified by T-Mobile that the services that we activated were cancelled for non-payment 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 06/22/2015 & 07/22/2015. [redacted] has never contacted us in regards to the breach of contract.Review of our records show that [redacted] had provided us two different shipping addresses in the order process. The device was delivered to [redacted] where it was signed for by *. Baker per [redacted] records which have been included for your review. [redacted] was provided the number to our customer service center multiple times in the order process and the devices also included completed cancellation and return instructions which advised to contact our customer service center to cancel services.[redacted] did not contact our customer service center until 01/13/2015 which was 19 days after the buyer’s remorse period had ended and 24 days after the devices were delivered. In this call [redacted] advised that she wanted to cancel services and that she would not return our devices unless we provided a return shipping label. Our representative advised that the account was outside of the buyer’s remorse period and we could no longer cancel the account on her behalf, this call was transferred to a manager at [redacted] request who reiterated the same information which was also included in the paperwork provided with the devices.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 byoffering 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 furtherinformation is needed. Thank You, Collections Services