Venicom, Inc.

Review: On 5th June 2014 2 sale man came into my place of business promoting [redacted] and the savings if I were to change my carrier [redacted] to [redacted]. The saving were substantial so I agreed to go ahead and change.

I filled out the contract with [redacted] who was with another gentleman that was observing in training he told me. [redacted] they were very courteous and friendly the whole process took several hours. [redacted] told me my new device [redacted] would shipped express to me. I explained that I was leaving for [redacted] on 8 June and would return late on 14 june 2014.

On my return to the office on 16 June the package was on my desk from [redacted]. When I opened it the cellophane was off the box was completely damaged and everything was loose inside there was a mark on the front like a watermark but I thought it was part of the wallpaper when I put the phone on however it would not connect I made several calls to try and get this resolved and it was determined that the phone would have to be returned although I had already requested my number to be changed over before realizing the phone would not connect and was damaged (watermark was not) and on the back a , though I didn't see this until packaging for return. At this time I had not removed protective cover from the front or back of the phone.

I had to phone again several times and explain that this was my business number and I needed to have a phone that worked, it took hours of phone calls and being told to phone different numbers before I could talk to someone that eventually agreed to ship me a phone overnight as long as I paid but originally she refused without pictures of the damaged box etc. I had taken pics with my old phone [redacted] but since receiving the replacement and seining back the damaged phone I didn't think I needed to keep them and went a head and sold my phone wiped clean of data. I have the proof of return slip 6/23/14.

On 11 July I and my husband and [redacted] went on vacation and returned 19 July on 20 July I went into the office to check post etc. and there was the statement dated 7/10/14 cr 1727411 stating breach of contract and wanting payment of $400.00.

On 23 July I phoned the company to ask why I had this statement and they told me it was because the phone was damaged meaning I had damaged it?? I asked to speak to the manager and was told no a ticket would be written and he would call me within 24-48 hours. He called back that day and was nothing short of a bully. I am a 56 year old business woman and he spoke to me like I was a juvenile inexperienced liar.

When my husband came in to the store he found me in tears sobbing and was not amused he tried to call and was told to contact the fulfillment center.

Today 25 July I called and spoke with [redacted] again trying to resolve this calmly he said he had listened to the tapes and I had said when trying to change my number over that the phone wash;t damaged well as I have previously stated I didn't realize initially but had told several people that the box and cellophane covering were broke so that should be on a recording too. My husband again tried to talk to him with no luck.

So this is a last resort. I also would like to note that it was not explained to me that these sales people were acting on behalf of another company not [redacted]. they made out they were acting on behalf of [redacted]. It has been the most distressing undignifying experience for a professional mature business woman to be bullied and talked to put simply by a thug.Desired Settlement: A sincere apology from Director of company and cancellation of statement charge of $400.00 and if necessary cancellation of whole contract and return of all merchandise. A review in to the customer service policies of the company and better training for those working in this area.

Business

Response:

To Whom It May Concern:

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

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

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

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

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

our equipment vendor.

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

information is needed. Thank You,

Collections Services

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.

Regards,

please find attached documents which show the initial paperwork w by the salesperson [redacted] who gave me an office number incase of any problems (see top of page) however I was never able to spaek with him again and it seemed then that there was another company involved, very confusing.

Please note that this part of the agreement was signed on 6/5/2014. please not authorization was given by me to deduct $299.00 for the new device.Also see attached bank statement showing that deduction of $299.00 0n 6/9/2014. I would like to note yet again that I told [redacted] that I would be out of town on business from the 6/9/14 to 6/17/14 it was on my return that the package was waiting for me and on opening was found to be in damaged casing band unsealed the package was signed for by [redacted].

After trying to get help from office number [redacted] and the fulfillment center it was deemed the phone did not work as well as being damaged slightly on back and small water mark on front screen. I have to wonder how many of my calls were recorded at each time I called the various numbers.

Business

Response:

To Whom It May Concern:

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

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

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

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

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

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

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

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

Thank You,

Collections Services

Review: 6-16-14

August 15th, 2013 “[redacted]” whom we believed was with [redacted] came to our business. Looking at our bill she showed us how we'd save money by switching. All our phones are on one [redacted] bill. For reasons I do not understand she had to open two accounts.

She supposedly sold us similar services and equipment which I paid for. One of our users was out of the country so I told her we would not activate phones immediately. Two other users were preparing to move to Florida.

The equipment came in and I put it to the side. Once activated if unhappy with the phones or service we could return them for 30 days. I planned to wait until the out of country user was back in town.

August 24th [redacted] came back. She took it upon herself to open the boxes and charge the new phones. She then had our phone users drop their phones off. She transferred data and photos from their phones and then transferred their [redacted] phone #'s to [redacted]. In doing this she found one of our [redacted] numbers is owned by [redacted] and cannot transfer. She took that phone with her (I assume to return). When she was done she left a note saying she'd be back. She was going to show everyone how to use their new phones. We found no printed instructions about phone operation.

*NOTE* At no time did I or any of my employees open a phone box, plug in a charger or call to activate a phone.

She did not return. I called her and she informed me she no longer worked for them. Our people did not know how to use the new phones and became very frustrated. They could not answer and make calls. They could not get their messages. We went into a [redacted] store for help and were told we did not buy the equipment from them so no assistance was given.

The hotspot was useless. [redacted] set it up for 2G. Our [redacted] plan was at 12G. When traveling the hotspot could not find tower and could not be used.

Four phones were converted and used for a month. Oct 17th I paid [redacted] $349.27 for the usage on the hotspot and the four phones. The user who was out of the country never used new phone or had their [redacted] number converted to [redacted]. One phone could not be converted and [redacted] took it with her.

We’ve received numerous bills from Telecom and [redacted]. We paid cancellation fees to [redacted]. We never sent those fees in for re-imbursement by [redacted] or Telecom since the phones were transferred back to [redacted].

We’ve been billed $400 per phone by “Telecom Management” for a breach of contract. Apparently that is who [redacted] worked for. I called to discuss the charges. The person in charge is a jerk and would not negotiate. Our phone users went through a month of frustration. We got no help at [redacted] store. I paid for equipment we can’t use. I offered to send everything back. Instead they sent us to collections for $1600.00.

We’re also being billed by [redacted]. When I called [redacted] I had to explain all this several times as I was transferred around. In the end I was told they couldn’t help and I should go to the website and send an email. I did not seek to change my phones, they came here.

[redacted] account# [redacted] lists three phone numbers never used. This account was sent to collections with a balance due of $1373.86. [redacted] account #[redacted] currently lists one phone number and was sent to collections with a balance due of $155.27.

We are a business and our phones are used for the business. Not being able to answer or make calls is a BIG problem. Sept 25th the phones were transferred back to [redacted]. In one month the services [redacted] sold us and the [redacted] phones were no longer in use.

Summary

Switching our phones from [redacted] to [redacted] DID NOT save our company money. We paid $449.96 for equipment we can’t use. [redacted] was paid $349.27 for phone usage. Two companies sent us to collections for $3129.13 totaling $3928.36. Telecom’s contract said you couldn’t cancel for 120 days so $3928.36 divided by 120 days equals a $32.74 per day mistake.Desired Settlement: Sold us equipment we could not use. Equipment was in use only 30 days. Salesperson misrepresented company promises. Phone contact to discuss this matter is a person I never want to speak with again.

Business

Response:

RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]’ complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation. We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 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 her in breach of the contract.We activated one Apple iPhone 5, one Samsung T99, one LG P769, four LG P769, and one [redacted] 4G Hotspot for [redacted] with new lines of service with both voice and data on 08/15/2013. We were notified on by [redacted] that [redacted] had multiple cancellations of the services that we activated prior to completing our contract term 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 10/07/2013. On 10/17/2014 we contacted the customer and spoke with her 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 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

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.

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

Regards,

Business

Response:

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

Review: A sales rep came to my job to sell me tmobile service. Apparently they are a third party seller, but I didnt know that until weeks later. I accepted since I wanted to change to them for a while. They promised to cover all fees regarding my final bill with my previous carrier. I even asked the sales rep multiple times what would be covered. So I sent in my final bill and they told me they cant and wont cover it. I called multiple reps and they said they would, but when I sent in my bill they said no. I am now out $500 because they promised to cover it. Ive tried calling the company but im always put on hold for hours at a time to the point where the automated response tells me no one can take my call. I called almost every day at different hours of the day and no one will help me.Desired Settlement: I want to keep my tmobile service, but I just want my $500 back and a sincere apology.

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 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

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.

Review: A rep came into my store to sell me t mobile service she promised great service. Which was a lie all the way around. The service is awful. The customer service is horrible. They're rude. They weren't helpful. I was promised service I am not receiving. The rep [redacted] came back into my store a few weeks ago and asked about my service I told her it was awful. She assured me that she would talk to her boss and someone would call me I never received a call. I have called the customer service number and they won't help me they're rude.Desired Settlement: I just want to cancel service with no fees. I have only had them since Feb 10th. They are a scam. I would have gotten better service if I would have went straight to the dealer. This place has lied and scammed me since the start

Business

Response:

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.?

Review: SALES REP ENTERED MY PLACE OF EMPLOYMENT, TOOK UP 45 MIN OF MY WORK TIME, PRESENTED A FALSE REPRESENTATION OF HER PERSONALIZED SERVICES COMBINED WITH PROPOSED SIMPLE PROCEDURES THAT SHE WOULD TAKE CARE OF TO BUY ME FROM MY CURRENT CARRIER, VERIZON, AND IN ORDER TO COMPLETE THE SALE, MADE A FALSE PROMISE TO SWITCH MY IPHONE OVER TO BE USED WITH THE NEW T MOBILE SERVICE.Desired Settlement: FOLLOW THROUGH BY THE VENICOM SALES REPRESENTATIVE, LIZ, TO DELIVER AS STATED REPEATEDLY IN HER SALES PITCH, OR CANCELLATION OF CONTRACT IF SHE CANNOT FOLLOW THROUGH WITH WHAT SHE STATED FROM THE BEGINNING OF THIS SALE, INCLUDING WHAT WAS STATED VERBALLY, IN WRITING, AND THROUGH TEXT MESSAGES. I HAVE WITNESSES AND RECORDS FROM 3.13.15 UNTIL PRESENT.

Business

Response:

04/16/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation. We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated the two LG Optimus L90 for [redacted] with a new lines of service with both voice and data on 03/13/2015. We were notified by T-Mobile that [redacted] had called [redacted] on 04/15/2015 to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter will be sent to [redacted] regarding the breach of contract status.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

This salesman walked off the street, into my office stating he was from T-Mobile and could beat my contract. As an insurance agent, I'm always open to getting a better deal on my phone. I told this salesman if he was misrepresenting as a third party that I would report this company to the FCC. He told me he was not misrepresenting himself, and that all I had to do was stay in the contract for 150 days. Being trusting--{I've learned my lesson} I signed on thinking it was T-Mobile.

Then the other day, I called T-mobile to find out if I had hot spot on my phone..they told me I did, but for only 1 gig, but I could get the promotion. I said,sure let's do it....then found out any kind of change would cost me $400.00?@#! It was considered a contract breach. I did not have a contract with T-Mobile, but a third party--Venicom. To say in the least, I was furious for being tricked, and secondly, I couldn't add more data. After several phone calls I find that I'm basically stuck with this plan for 150 days, then have to pay $200 to get out of it. This company is quite skilled at tricking the public. If a salesman wanders into your office don't buy phone service...it's Venicom, not T-mobile. T-mobile does not send sales people out into the field.

Review: [redacted] FROM THE RETENTION DEPARTMENT WAS NOT HELPFUL IN ANY WHICH WAY. HE WAS RUDE NOT ONLY TO ME BUT MY HUSBAND WHEN TRYING TO EXPLAIN WHY DID THEY CHARGE ME $119.98 FOR AN [redacted] CELLULAR PHONE BUT NOT SEND IT. HE WAS THREATENING THAT HE DIDN'T CARE WHO I CALLED OR WHO I SPOKE TO TO MAKE THE COMPLAIN THAT EVER TIME ANY OF MY PHONES CALLED THE ###-###-#### WILL BE TRANSFERRED TO ONLY HIM. THIS PERSON HAS MADE MY EXPERIENCE WITH THIS COMPANY DIS-TASTEFUL. NO ONE SHOULD EVER BE TREATED THIS WAY AND I HOPE NO ELSE WILL. THEY HAVE MISINFORMATION ABOUT WHO IS THE PRESIDENT AND EVEN PLACED THE WRONG PHONE NUMBER. THIS IS NOT THE CORRECT WAY TO RUN A BUSINESS. TO TAKE MY HARD EARNED MONEY AND TO NOT SEND THE DEVICE AS PROMISED. DAVID HAS SHOWN NO CONCERN FOR THE CUSTOMER I HAVE CALLED SEVERAL TIMES AND THIS MAN HAS NOT PROVIDED A SATISFACTORY CUSTOMER SERVICE.Desired Settlement: I WOULD LIKE A LETTER OF APOLOGY FOR ALL OF THE UN-NECESSARY TREATMENT THAT HAS BEEN PROVIDED TO ME AND MY COMPANY. A FULL REFUND OF MY $15.00 SHIPPING COST FROM THE LAST PURCHASE THAT WAS MADE BY THEM AND A FULL REFUND OF THE [redacted] PHONE SINCE THEY WON'T GIVE TO ME SINCE [redacted] HAS MADE IT CLEAR THAT IT WAS A NO GO. PLUS [redacted] TO REMOVED FROM HIS POSITION AND NOT TO WORK THERE ANY MORE SINCE HE CAN NOT EFFICIENTLY BE A CUSTOMER SERVICE REPRESENTATIVE PLUS THIS MISUSE OF HIS POSITION SHOULD BE PLENTY FOR HIS TERMINATION.

Business

Response:

October 14, 2013

RE: CASE#: [redacted]

To Whom It May Concern:

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

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

We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 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 [redacted] S2 for [redacted] with new lines of service with both voice and data on 09/27/2013. We were notified on by [redacted] that [redacted] had called [redacted] on 09/28/2013 to cancel service for one line of service and change the billing account number for the other line of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. On 10/11/2013 we contacted the customer and spoke with her regarding the breach of contract.

On 10/16/2013 [redacted] contacted our customer service department regarding her account. Refunds in the amount of $119.98 and $15.00 were processed for the exchange, which is not able to be completed, as well as the shipping cost of the original order. Receipts of these refunds were sent to [redacted] email address provided at the time of activation.

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.

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.

[Provide details of why you are not satisfied with this resolution.]

I reject this message because they have done nothing about the treatment that was given not only to me but my husband. I feel that only half of my complaint has been satisfied but the other half has been left in the air. I believe no consumer should be treated rudely nor should they be stuck with someone they feel threatened by. Thanks for the refund but for customer service they are worthless fools that represent not only one company but two yet they seems to not care about that aspect of the complaint. I have rights and I feel that they have been violated when the Retention Department Manager treated me as if I was sm. I hope to see some type of action towards this aspect.

Regards,

Business

Response:

The issue could not be addressed until the customer returned the device. As soon as the device was returned, the issue was addressed and the amount was credited in full to the customer. The audio's of the discussions between the retention department and the customer have been reviewed.

There is no further action that can be taken on this account and the issue was resolved in favor of the customer with no further issues and/or money due at this point.

Collections Services

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: A representative that claimed to be with the [redacted] Fulfillment Center came to our office on 2/6/2014. He claimed that since we were with [redacted] that now [redacted] had access to the same [redacted] towers we were using and by signing up with [redacted] that we would now have access to the [redacted] towers and the [redacted] towers all at a cheaper price than what we were currently paying. We were also told we would receive unlimited data. Conveniently, this salesman did not inform us that after 10 GBs the data would be dropped to a slower speed. Lastly, he signed us up to a 2 year contract with [redacted] without ever informing us we had any kind of contract with [redacted]. All of the recent [redacted] advertisements were claiming there were no more contracts. In every way, this salesman with [redacted] Fulfillment Center lied to us.

We did not receive the phones to begin the port process until 2/13/14, but they started the contract on us on the date we signed the contract. When I called in on 2/21/14, I was told that we were already past the 14 day return period, and that I could not get out of the contract. I wanted out for the following reasons: I received NO service in my home, I frequently experienced dropped calls, text messages routinely would not go through, the data speeds were very spotty and anything below 4G would receive no data at all, and I was LIED to about having access to the [redacted] towers. As a former [redacted] customer myself, I KNEW where I had access to the [redacted] towers and NEVER experienced problems like I had with [redacted].

Reading through the complaints with the Revdex.com, there are numerous people with the very same issues we experienced. These people with Venicom, [redacted] Fulfillment Center, and all other names they go by are liars that use deceptive sales practices to lock people into contracts with a carrier that does NOT meet the expectations of the services these people promise. Finally after almost 3 months of attempting to make it work with [redacted], we had to cancel the service on 5/5/14. They sent me a booster box to attempt to make the service work better in my home, but this did not solve the problem. If I cannot receive coverage in my home, there simply is no way that I can stay with that carrier. I did everything in my power to make it work with [redacted] and the [redacted] Fulfillment Center, but their service was far below expectations and we were lied to from the very beginning about what we were getting.Desired Settlement: I have already paid [redacted] $1,000 for breach of contract. For this, they agreed to unlock our phones, so we could go back to [redacted] and still use the phones. We had already paid $1,149.95 for the phones to the [redacted] Fulfillment Center, and now they claim we owe them another $2,000 for breach of contract. I am not going to pay a company that lied to me in the sales presentation and promised me services that they KNEW were inferior. Just based on the complaints with the Revdex.com, this is an issue that has occurred with MANY customers. They are liars and thieves. I am sure I will be receiving the same pre-written response they send to all of their Revdex.com complaints and problems so outside of ceasing contact with me, I do not know what else can be done. I will not pay another $2,000 when I have already paid $1,000 to [redacted], $1,149.95 for the devices, as well as close to $300 per month for the worst cell phone service I have ever had.

Business

Response:

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 devices are 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 the devices which put him in breach of the contract.

We activated the three Apple iPhone 5C and two Apple iPhone

5S for [redacted] with new lines of service with both voice and data on 02/07/2014.

We were notified on by [redacted] that [redacted] had cancelled the services that

we activated on 05/05/2014 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 05/12/2014. On 05/16/2014 we contacted the

customer and spoke with him 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.

This is false. I have not been offered any other form of settlement. Once again, they did little more than provide the same pre written response this company provides anytime there is a complaint received. I would be willing to negotiate a settlement on a more reasonable amount, but there has been no such offer. I will not pay $2,000 to this company when I have already paid over $1,100 for the phones directly to the [redacted] Fulfillment Center. Furthermore, this company lied about the services being offered and represented themselves as working for [redacted]. It was only after paying $1,000 to [redacted] to own the devices outright that I found out the [redacted] Fulfillment Center is an entirely separate company.

This company is a scam
There sales people lie to you and tell you what you want to hear
As soon as you sign up with them you necer hear from them again
They don't help you like they say there going to
There a third party company telling you they work for the company they want you to sign up wit and the tell your there not a 3rd party

Review: On September 22, 2015, 2 individuals came to my store to propose to improve my phone service. They never mentioned the name "Venicom", they introduced themselves as [redacted].

One of them: Lonnie W[redacted] Representative code: [redacted] wrote me a proposal that would add one phone line but thanks to a special bundle offer would not increase my monthly charges. He even wrote the pricing level I would pay over the next 36 months. I accepted his offer.

I was shocked when I got my first bill as my monthly charge went from an average of $255 to $368. I was even now being charged for long distance.

I was not able to get a return phone call from this gentleman. I have been in contact with [redacted] and my monthly charge has been reduced but not to the level it used to be. I am still being charged for long distance. Their agent tells me that they have no power over this 3rd party vendor and that they would have to charge me to remove the line that was added

This is obviously very hard to believe and to swallow.Desired Settlement: Since it seems that [redacted] will not live up to the written proposal that was given to me, I would like your help in getting back to my original contract which used to include long distance charge. The newly added line could be removed. I am not using it and if there were to be any charges for that, they should be billed to Venicom not to me.

I would like to know if Venicom's agents are in complete disconnect with [redacted] or were they simply trying to scam me.

Business

Response:

The customer had two orders with us detailed below. The customer did have billing issues with [redacted] He did not receive the discount on his account that we submitted with the order and this caused this billing to be higher than quoted. We submitted numerous tickets with [redacted] on behalf of the customer and as of 1/11/16 all of the discounts were added and his credits were issued to his current bill. Going forward his bill is going to be $180 + 9.99 + 14.95 or $204.94 total (which is quoted price plus taxes and surcharges). We immediately took action to resolve when customer called us and notified us of the billing issue and followed up until customer was given credits and quoted price. If the customer has further issues he has not informed us of please have him contact us as [redacted] and we would be more than happy to address.Please let us know if any recorded calls and/or further documentation is needed.11641 - 1 Core Connect, 3 CC AAL - Existing 3 lines with CTL adding 1 New line – Upgrading DSL from 1.5/896 to 3/640, Retain Static IP - Customer installed on 11/11/15. We had several billing issues for discounts that were resolved on 1/11/16. We were in contact with [redacted] alerting him of the billing issues and when they were resolved. The customer did have unlimited LD on their account. 11646 – This order was cancelled before the order was placed. Customer did not want to proceed with to Core Connect accounts.

Review: We returned two brand-new phones several months ago directly to [redacted], after we were advised to do so by [redacted] corporate (via customer support). The "contract" I was setup with, after I was approached by an alleged authorized [redacted] 3rd party representative at my place of work, did not disclose full terms and conditions directly to me. I misguidedly provided my social security number and signature to the representative that came in, via the representative's smart phone. We have confirmation of returned delivery of these two phones I was sold, and an original document indicating that nothing would be due, as there would be no service charge if returned within 14 days, which they were. Subsequently, my signature was then transposed onto a "contract" document that was not previously presented to me.

Since this time, we have received several harassing phone calls from this so-called "[redacted]" and "[redacted]" (both companies of Venicon, Inc.) and a couple printed letters. The first written "bill" indicated that we owed $800, and then the second now states we owe $200 (no explanation given) with a due date of 02/01/2015. We reached out directly to the [redacted] fraud department, and to the [redacted] customer support lines. The [redacted] representatives indicated that the "contract" we were put in did not reflect any standard existing contact, since [redacted] has since moved onto a non-contract based system. Furthermore, the support representative indicated that they could not locate any authorized reseller partner under the names provided on our statements from this 3rd party, and expressed that they felt our account was established fraudulently.

At this time, we currently show a status of nothing due directly to [redacted], and the account shows "closed" from their end (confirmation #[redacted]). We wish for the $200 due to be removed immediately, as the process of communication was unacceptable, the products were returned as requested by [redacted] corporate, and [redacted] corporate has indicated that they see no reason as to why their company threatening us with collections. We also attached a copy of all the original printed documentation when communicating with their "collections" department, which included: the original sign-up paperwork (with my transposed signature), the tracking information for the returned phones, and the collections-threatening letters.

[redacted]Correspondence With Company (as of 1/19/2015):

To whom it may concern:

We returned two brand-new phones several months ago directly to [redacted], after we were advised to do so by [redacted] corporate (via customer support). The "contract" I was setup with, after I was approached by an alleged authorized [redacted] 3rd party representative at my place of work, did not disclose full terms and conditions directly to me. I misguidedly provided my social security number and signature to the representative that came in, via the representative's smart phone. We have confirmation of returned delivery of these two phones I was sold, and an original document indicating that nothing would be due, as there would be no service charge if returned within 14 days, which they were. Subsequently, my signature was then transposed onto a "contract" document that was not previously presented to me.

Since this time, we have received several harassing phone calls from this so-called "[redacted]" and "[redacted]" and a couple printed letters. The first written "bill" indicated that we owed $800, and then the second now states we owe $200 (no explanation given) with a due date of 02/01/2015. We reached out directly to the [redacted] fraud department, and to the [redacted] customer support lines. The [redacted] representatives indicated that the "contract" we were put in did not reflect any standard procedure or existing contact, since [redacted] has since moved onto a non-contract based system. Furthermore, the support representative indicated that they could not locate any authorized reseller partner under the names provided on our statements from this 3rd party, and expressed that they felt our account was established fraudulently.

At this time, we currently show a status of nothing due directly to [redacted], and the account shows "closed" from their end (confirmation #[redacted]). Please remove the $200 due immediately, as the process of communication was unacceptable, the products were returned as requested, and [redacted] corporate has indicated that they see no reason as to why your company is threatening us with collections. Due to the unprofessional and fraudulent-like behaviors revolving around the nature on this transaction, we have submitted a complaint with the Consumer Protection Agency against "[redacted],[redacted]." and the "[redacted]". I have also attached a copy of all the original printed documentation to this email, which includes: the original sign-up paperwork (with my transposed signature), the tracking information for the returned phones, and the collections-threatening letters. We have also put on copy several representatives with [redacted] to review the contents of this complaint. It should also be noted that no explanation was provided as to why or what these charges were for, and we are not in the habit of sending payments to organizations that don't provide detailed explanations for their bills.

I request that these charges be removed immediately and that any outstanding billing statements be expunged. Please contact either of us as soon as possible to confirm that these charges have been removed. I also request that a written confirmation be sent via postal mail or e-mail. We are prepared to partner with our legal representative if this reasonable request is not met. We have provided the details for the account below. Thank you for your time.

[redacted] dba [redacted] account number: xxx[redacted] Account Number: xxxx

Original [redacted] Phone Numbers: xxxx

Last Four Digits of Social Security Number: xxxx

[redacted] current phone number: xxxx

[redacted] current phone number: xxxx

Contact information provided to us to reach "[redacted]":

Phone: ###-###-####

Email: [redacted].[redacted] Address: [redacted]

Website: None was provided

-----

[redacted],

Unfortunately [redacted] refused to give us return credit on the LG Optimus L90 device you returned to them instead of to the proper address. They will also not return the device to us, so at this time we have no choice but to hold you liable for the cost of the device that was not paid for and not returned to us.

We are more than willing to work out a payment plan and/or do what we can to assist you with this cost. We apologize on behalf of [redacted] and look forward to helping you resolve this issue.

Thank You,

Collections Services

dba [redacted].[redacted] ###-###-####

-----

Collections Services:

This would be the first instance that I have heard about you specifically not receiving credit for the "LG Optimus L90" in question. We sent the product to the address that was provided by [redacted] corporate, as we were instructed to do. If you call yourself an authorized partner with [redacted], I find it curious why [redacted] would have stated finding no records of you being an authorized [redacted] reseller. As you can imagine, this quickly brings into question the legitimacy of your company. For the sake of my protection, I followed the instructions provided by [redacted] corporate in returning the phones, as you should understand. Service was cancelled within the 14 day policy, and the proof of shipping provided earlier in this email shows that the phones were shipped intact and on time.

Could you please provide written proof of this expense that was incurred by the [redacted], as I would be glad to pay the alleged $200 owed immediately, if this statement of your loss is presented in writing. Feel free to reach out to me with further questions. I look forward to resolving this matter swiftly. Thank you.

Regards,

-----

[redacted],

The invoice for the device that was not returned to us and we are not able to obtain credit for from [redacted] was sent to your billing address at your request on 12/19/2014.

A copy of that original arrangement for the settlement balance of $200.00 has been attached to this email for your reference.

The document is in .pdf format and will require a PDF reader in order to be viewed. If you do not already have a PDF reader one can be obtained free of charge from the following URL:[redacted]://[redacted].[redacted].[redacted] Thank You,

Collections Services

dba [redacted].[redacted] ###-###-####

-----

Attention Collections Services:

Please provide proof of your financial loss, resulting from the missing credit from [redacted]. Please also provide a more detailed invoice that outlines specifically that this is the reason for the $200 charge. Once I am provided this proper documentation, I will provide payment to you. At this point, no evidence in the form of a documented statement, has been provided to me showing that [redacted] or the [redacted] has incurred any charges/losses that I must now be responsible for.

Again, please provide the requested documentation and I would be happy to entertain your claim for collections. Thank you.

Regards,

-----

[redacted],

We will not be providing you any further documentation in regards to your account.

You were provided detailed cancellation and return instructions in writing with the devices.

The devices were not returned to our facility per the instructions provided to you and our loss for the devices not properly returned is a result of actions taken by you against the instructions provided.

You have already agreed to the arrangement on 12/18/2014, we have worked with you to provide a due date for this payment outside of our normal process and have also escalated with our equipment vendor in an attempt to receive credit for the devices which you did not properly return.

Please be advised that the payment due date for your settlement arrangement is 02/01/2015.

Per the arrangement documentation provided to you if this payment is defaulted the full invoiced balance of $400.00 will be placed with an outside collections agency.

Thank You,

Collections Services

dba [redacted].com

###-###-####

-----

Collections Services:

First of all, I would appreciate a professional demeanor regarding correspondence involving the matter. Secondly, the terms of this alleged agreement were not provided to me clearly on 12/18/2014, and my consent was not provided binding me to any such agreement. Please outline the details of this agreement, its terms, and all the claims of dues owed there within. The root of my rebuttal involving your claim of amounts due is based on the lack of written documentation, which would state the source where these dues were generated. Thus far, documentation outlining a detailed arrangement, or a detailed outline of your losses, has yet to be provided.

I can say with confidence, that without this proof, no claim of collects would be pursued by any legitimate outside collections agency. Again, the products in question were shipped to [redacted] corporate returns, based on their concern that your company was an unauthorized [redacted] reseller. Why would [redacted] have made this statement to me and had insisted on the handsets being shipped back to them directly, for our security? This is the root of my disgust with your business practices and I want nothing more then to have this resolved, as much as you appear to as well.

Regards,

[redacted]Desired Settlement: I request that these charges be removed immediately and that any outstanding billing statements be expunged.

Business

Response:

01/21/2015RE: 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 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] 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 one Samsung G386T and one LG Optimus L90 for [redacted] with new lines of service with both voice and data on 10/08/2014. We were notified by [redacted] that [redacted] had called [redacted] on 10/11/2014 to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter was sent to [redacted] regarding the breach of contract status on 11/13/2014 and 12/16/2014.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. At this time the customer has indicated that this matter has been resolved and has issued payment for a previously offered settlement amount.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: Company charging me $400.00 for breach of contract. Contract is very misleading. I had no idea I was contracting with a third party and not [redacted]. The contract says I cannot make any plan changes within 120-days. However, I did make a change with my phone number. I did not like using my home phone number (which I requested at start up) so I called [redacted] to have my land line returned to my home and requested a new number on 8/14/16. This change occurred on 8/16/14. This is the date they are using as a breach date. I did make a plan change on the 126 day. Even though the contract states any changes should go through the "[redacted] Fulfillment Center" how could I know I was not calling the fulfillment center when I called [redacted]?? I did not cancel my contract, I did not make any plan changes and I do not feel I breached this contract. I have a copy of the contract and a 10-day collection notice if needed.Desired Settlement: Just get rid of breach of contract bill.

Business

Response:

November 4th, 2014 RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation. We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 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 her in breach of the contract. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 04/25/2014. We were notified on by [redacted] that [redacted] had changed the rate plan that we activated through [redacted] on 08/16/2014 to 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 09/24/2014. On 09/29/2014, 10/30/2014, & 11/03/2014 we received inbound calls from [redacted] regarding the breach of contract and advised of the reason for 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 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

Review: A contract was made with Telecom Management Associates for cell phone service through [redacted] for 120 days. After having issues for 2 months with over 20 dropped calls a day, unable to make a phone call after 8th attempt, I called Telecom Management Associates numerous times with the issue, I was told to contact [redacted] and resolve the issue with them because they are the service provider. [redacted] has let us out of the 2 year contract and the remaining balance was paid off, and all 5 phones were sent to the address given by [redacted] executive office, which I was told to do in order for the contract to be cancelled. Now Telecom Management Associates is billing me for $2000 for breach of contract with them within the first 120 days, even though every time I called their office no one was able to offer a solution. We use our phones as a primary business line, we could not afford to have so many connection problems and [redacted] was willing to work with us where as Telecom Management Associates ended my phone call this am stating there is nothing to be done but to pay the $2000.Desired Settlement: Since all 5 phones were returned, I have the tracking numbers and proof that the phones were received and the remaining balance was paid in full, I would like Telecom Management Associates to realize that the service of the company they contracted us with, [redacted], was very poor and we were unable to run a business and a home because of it. I don't feel like I owe them $2000 when the phones were returned and [redacted] was willing to cancel the contract. Thank You!

Business

Response:

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

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

Regards,

Business

Response:

I am sorry we could not come to an agreement. Customer [redacted] has 5 phones from us that he paid $0.00 for. We were willing to set up payment arrangements to assist the customer in paying the the equipment he ordered, did not pay for and did not return, but it appears he is unwilling to work with us to resolve. Customers account is set to go to an outside collections agency at the end of this month.

Review: To whom it May concern

My name is [redacted] and I am president of my company called [redacted]. My T-Mobil account # [redacted] and my cell # ###-###-####.

I have been approached through some sales reps name [redacted] phone # ###-###-#### and 2nd was [redacted] phone ####-###-####, 3rd was a female , their manger .They told me that they are from T-Mobil corporate office and they deal only small businesses .They had a ID badge around their neck from T-Mobil too.

They asked me what cell phone service I am using and how much I am paying for my service, I told them I am AT&T customer from last 12 years and I am paying under $100 for 3 lines. They offered me a better plan $130.00 per month 3 line with unlimited national and international talk, unlimited national and international text and unlimited data plan.

They showed me the comparison of my previous AT&T plan and T-Mobil plan which was very convincing. They also told me that I will get fully credit for termination fee of my current plan. Finally I agreed and they ordered me new phones and charged my American express card for $699.00.I also called to AT&T to terminate my current plan.

I did not receive any bill from t-Mobil more than 30 days, so I called t-Mobil to find out what's going on?

They told me they did not have the right address so that's why I did not receive my bill. If I did not call t-Mobil then I wouldn't be able to receive my bill .

Anyhow I was expecting $130.00 but my bill was $690.92.I was shocked and call customer care and I spoke to customer service Rep [redacted] A Rep id# [redacted].He helped me out and explained me the whole situation about my plan etc..

Attached is service plan contract I was given from them and I also have the attachments of police report. I am planning to prosecute them and press charges on them for giving me wrong information and misled me .I have been scammed from these people .These people are still in this town and they are trying to sell same plan to other people/businesses too. I am going to hire attorney also if I have to do it to stop these people. Orange county Sheriff detective already looking for them.

Can you offered me a same plan which I was promised $130 per month Unlimited national and international Talk, text and data?

If not can you cancel my service /plan please , as you know it was a scam and I should not be paying early termination fee etc.

You can contact me through my cell ###-###-#### or email [redacted].COM

Thanks for your help and support.

[redacted]Desired Settlement: Sales rep promised me $130.00 per month unlimited talk, text and data for three lines and that's all I want.

Business

Response:

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 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 120 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.We activated three Apple iPhone 5 for [redacted] with new lines of service with both voice and data on 08/01/2013. The services activated and the monthly recurring charges of $165.00 before taxes were reviewed with [redacted] both in writing and in the recorded order verification call prior to activation. At this time according to T-Mobile’s records [redacted] has not paid any bill remitted to him by T-Mobile; T-Mobile does not have any record of the business address having been changed at any time. On 10/29/2013 we received a call from [redacted] stating that he has a problem with his rate plan. [redacted] states that the sales rep did not sign him up for the plan he discussed because his bill is so much higher than it should be. During this recorded call [redacted] advised that he was obtaining his information from the side by side comparison paperwork. [redacted] was advised that the side by side comparison is only a worksheet used to compare services offered by T-Mobile to a customer’s existing plan with another carrier and is not the actual contract or order form. It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. We are willing to work with [redacted] to find a rate plan that may better fit his needs but will be limited by the devices and features he has selected in the initial order and will not be able to reduce the monthly recurring charges to the $130.00 [redacted] has indicated. 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:

First of all I am very surprised by the quick response of Venicom because I was trying to reach the sales rep name [redacted] @ his own cell phone # ###-###-#### since last month but no success. I will try to answer one by one everything from Venicom:1- Luckily my business is fully monitored and surrounded by Hi-definition 360 degree camera Video & Audio recordings and I can prove you that when Mr. [redacted] approached me at the counter he told me at least 10 [redacted]es that my monthly charges will not be more than $130.00 per month for 3 lines unlimited talk, text and data but now after paying $165.00 per month still I cannot call international and I have to pay extra $10 each line in order to make international calls and plan will end $195.00 per month.It’s about 30 minutes video with audio ,On the video you can see that Mr. [redacted] explained me many [redacted]es that my bill will not be more than $130.00 per month and when I asked him to give me written paper about my charges then he wrote it down and told me” I am in this area all the [redacted]es and you can call me any[redacted]e if any problem or issue” After getting my bill online I tried to call him myself and through T-Mobil customer care rep [redacted] id# [redacted] but he hung the phone on me and when I call him from my own number he never pick-up or returned my calls. [redacted] sales rep was so convincing that he made me cancel my AT&T contact where I paid $840.11 to cancel my contract In order to get his own t-Mobil package.His whole conversation with me about the contract and the plan is all recorded in my cameras at my business. How he explained, compared and convinced me for that plan, he talking to his manager over the phone back and forth, every single bit of it is recorded in my cameras and I am definitely bringing these recordings to court if I have to pursue this fraud case any further.2- I could not cancel my service in first 30 days because Mr. [redacted] sales rep wrote only my street name ,city of my address and he did not put any number of the building of my address I am attaching my 1st bill as a proof of incomplete address in files for me. The rep only put Sand Lake RD instead of [redacted]. I am sure he did this on purpose so I cannot receive my bill on time in order to cancel the service.He putI also went to complaint about that fraud to the T-Mobile corporate store located at 8001 orange blossom trl Orlando 32809 in Florida Mall and spoke to the manager name Carlos and assistant manager Rickey, they both informed me that he’s been getting a lot complaints about misleading and scamming the customers by that company called PSI/Venicom regarding new contracts. They also send a memo to T-Mobil corporate office regarding all these complaints and they are also willing to testify against this company.3- I am willing to return all these devices delivered by Venicom in order to cancel my contract and I have no objection for it, because I already had the same devices through AT&T.4- I have not paid my t-Mobil bill yet because I do not consider it the correct bill. I am willing to pay the bill which was promised to me by Mr. [redacted] sales rep. If Venicom willing to work with me I can consider to reduce my features in order to reduce my recurring charges to $130.00,Regards,[redacted]

Business

Response:

We provided the signed documentation by the customer as well as the recorded order call with the customer where he confirmed and agreed to the price that was ordered, which was well over the claimed $130.00 by the customer. The consumer has not denied that this was his signature, nor has he denied that it was his voice on the recording. We are sorry that he feels he was misinformed by the sales representative and we have and will continue to forward his feedback to the sales manager, however the customer was informed by our customer service representative prior to activation and shipping of the monthly cost, he signed documentation with the quoted monthly cost of $165.00 (see original attachments) and he signed an electronic contract that included the monthly price of over $130.00 per month. Our ordering process and verifications are in place to avoid this exact situation. The consumer ordered these devices in August and had a 14 day return window. Unfortunately at this time we cannot accept the devices for return as it is outside our return window policy with our equipment vendor. Mr. [redacted] was given a severely discounted phone cost in exchange for agreeing to the 2 year contracted services at $165.00 excluding taxes and fees (see originally uploaded and signed contract). It is unfortunate that a store front would provide negative feedback about another T-Mobile Master Authorized Agent and business partner. We appreciate that feedback and will present it to T-Mobile also as they have a strict ethical and code of conduct policy which the return comments from the customer indicate the store front violated. Again we are very sorry that the customer feels misled by the sales representative, however the policies and procedures put in place by Venicom to verify the sale prior to activation and make sure the customer in fully informed on cost and services purchased (all of which were provided on the original complaint response).It is up to the customer if they choose to pay their T-Mobile bill or not, however they did agree to a 2 year contract (both in written signed terms and on recorded order call - both of which have been provided) and it is our recommendation that the customer pay his bill with T-Mobile to avoid interruption of service and/or collections issues with T-Mobile as well. Mr. [redacted] can work with our collections service department and we are more than willing to offer a payment plan to assist him with paying of the contracted rate of $400 per line full retail cost of the device if he chooses to not pay for services and cancel his contract early. Unfortunately he would also owe T-Mobile early termination fees in this case as well. Mr. [redacted] also has the option of working with the customer service department to see if we can provide a lower plan that fits his needs at a lower MRC. Mr. [redacted] did call our customer service department on 10/29/13. He was informed at that time the side by side comparison did not include the data plan which he added that was on his signed contract and recorded order call (during this call Mr. [redacted] indicated that his paperwork had a MRC of $120). At this time Mr. [redacted] became upset and did not give our customer service representative the opportunity to address any further options and ended the call quickly indicating he would prefer to cancel and sue us and terminated the call. Again we are more than willing to assist the customer if at all possible to resolve this issue, however to date he has not afforded us this opportunity.

Review: A saleswoman presented to the company that I work as a [redacted] representative. I asked for a [redacted] business card and at which time she said she was completely out of business cards. She offered a [redacted] contract which I signed. I had problems with the mobile device I was given so I went to a licensed [redacted] store in my are ([redacted]). At which time the [redacted] manager told me they had no idea who the representative was that had me sign a contract. [redacted] does not offer contracts. The licensed [redacted] store also commented that the plan I was given was old and very out dated, that it isn't even offered any longer.Desired Settlement: I am now being harassed at my place of business by Telecom Management Associates. They have been sending DEMANDING COLLECTION NOTICES.

Business

Response:

10/08/2014RE: 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 ofpurchase and ordering new [redacted] services. We also completed a recorded order callwith the customer where the same terms and conditions were discussed and customer wasrequested to acknowledged and agree prior to process of the order. The purpose of this isto ensure that every customer reads the terms and conditions which are also reviewedthroughout the sales and activations process including in an e-mail sent when the deviceis shipped. If these terms and conditions are not acceptable to the customer they have theoption of returning the device within 14 days with no penalty. This is an attempt to avoidthis exact situation.We offer our devices at a severely discounted promotional price and we are able torecoup the cost of the device only after 120 days of active service with both a voice andinternet 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 iscancelled. When a customer changes anyone of these plans prior to completing theircommitment we are unable to recoup this cost and not only unable to profit but actuallylose the remaining purchase price we paid for the device. [redacted] has not paid for norreturned this device which puts her in breach of the contract.We activated the [redacted] for [redacted] with a new line of service with bothvoice and data on 10/09/2014. We were notified on 10/17/2014 by [redacted] that she hadchanged her rate plan that we activated which is listed as a breach of contract in the termsand conditions the customer received, which are enclosed. A letter was sent to [redacted]regarding the breach of contract status on 10/30/2014 & 12/02/2014. [redacted] has notresponded to any of our notices until filing complaint with the Revdex.com.It is standard industry practice to offer reduced device costs in exchange for newcontracted lines of services activation. In the interest of resolving this matter, we arewilling to work with the customer by offering a settlement that would recover the devicecost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup the cost of thedevice sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thankyou for the opportunity to respond to this complaint and encourage you to call withquestions and/or if any further information is needed.Thank You,Collections Services

Review: On January 20th 2015 a man came to my place of work claiming he was a [redacted] representative that was offering discounted business contracts on [redacted] cell phone services.The sales representative presented a cell phone plan to me that was $60 for unlimited data,texting,minutes & mobile hotspot.This price was fairly cheaper then my current cell phone carrier so I then decided to make the switch. I then agreed to pay the $150 to cover the upfront cost of the [redacted] device. The representative then asked for my signature on his tablet/mobile device. I later received a email confirmation for my order with attached file that was my contract. Inside the contract I discovered that the contract stated that I would only be receiving 1gb of data,the sales rep told me in front of plenty of witnesses that the plan he was offering included unlimited LTE data. I have the paper that the sales representative gave to me stating that I would be receiving unlimited LTE data.After calling [redacted] they informed me that the representative that came to my work was not a [redacted] representative and that the company that I signed this contract through was a 3rd party applicant and there really wasn't anything [redacted] could do. After disputing on the phone day after day trying to get help from [redacted] & the wireless fulfillment center to get my phone plan corrected I still have no progress. at that point im completely frustrated and my last option is to terminate the contract and get out of this scam all together.so I call the wireless fulfillment center to cancel and they tell me that I will receive a $400 termination fee and a $200 [redacted] early termination fee which is ridiculous. its very simple I was told I was getting a certain plan/service but I am receiving something different. I feel scammed and miss lead.Desired Settlement: Option #1At this point I would really like to be immediately removed from this contract, without paying a ridiculous $600 early termination fee. I will gladly return the phone, and pay off the balance with [redacted] that is owed for the time of use I've had the phone.option#2Give me the cell phone plan that your representative told me I would be receiving. That includes $60 unlimited high speed lte data, unlimited messaging & calling and mobile hotspot.

Business

Response:

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 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 [redacted] for [redacted] with anew line of service with both voice and data on 01/20/2015. We were notified on by [redacted] that [redacted] had cancelled the line of service that we activated on 02/06/2015 which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. It is standard industry practice to offer reduced devicecosts 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 thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

Review: We switched over to [redacted] with the condition that Venicom as I have found to be the name of the company who goes by [redacted]" would credit my new [redacted] account ETF's of $150 per line following the cancelation of my [redacted] lines and send over my final bill and keep services active for 120 days. In December 2013 our lines were canceled and ported over to [redacted]. By January 2014 I had all the paperwork turned in and ETF credits approved according to the reps.

As of Aug. 4th I have yet to receive any of these so called credits. I have called in numerous times over the last 6-7 months and keep getting the run around; different dates of when ETF credits will hit my bill, promised call backs which never happened, many escalated tickets never fully resolved and very rude unhelpful representatives along with deceitful misguided information, for example I was told by one rep that for my May bill I didn't have to pay anything as my credits would come in and take care of the bill leaving me with a credit balance on my account. This was not the case my account became pass due and in danger of disconnection for following this reps instruction. I am in good standing with [redacted] as I called them and explained the situation at hand.

I have spoken to EVERY SINGLE Supervisor and Manager who works at this company [redacted] (Manager), [redacted] only to name a few; all have promised me credits and call backs I never received.

Numbers affected: [redacted]Desired Settlement: I am now fed up and done with this fiasco and demand my credits. With all my time thats been consumed into this ordeal I should receive more than the $450 as a courtesy for I have received very lousy customer service.

I would like a check written out to [redacted] (my mother) of which the account is under her name.

Business

Response:

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

Review: There is multiple problems here. Multiple names would be one of them, Im guessing this is because of all the crooked business dealings they are pulling. On our form it is Telecom with this address and number. Either way I have seen other complaints just like this. But I will tell you mine. We are dealing with being charged $2000.00 in cancelation fees after us canceling our service before 30 days was up after activation. They claim they had a recording with me agreeing to a 14 day cancelation fee after activation and we asked for a copy of the recording and they said they would provide it and that it could take a couple days and they still haven't provided that. We activated or phones on the 28th of December 2014, we went into the T-Mobil store in [redacted] and had our numbers transferred from Sprint to T-Mobil and had our phones set up. We went home and noticed right away that we were not getting good service at our house, which they had assured us we would have good coverage there. But we tried it out for a couple days to give it a chance. I called and let them know we were having trouble with the service aspecially at our house and said they said that they would send us a range expander. So we received that a couple days later. After receiving it we set up and tried it out. And it still wasn't working at this point we called and told them we were going to have to cancel. And they replied that we would have to pay $ 400.00 per phone for canceling and we responded with we did not activated our phone till December 28th 2014 and we were still under the 30 day cancelation time frame. And they said no we activated the phones before they mailed them to us and we only had 14 days to cancel. So pretty much by the time we received the phones we had on a couple days to cancel. And they said we needed to send our phones back for us to get a refund on them. So we did and they still haven't refunded our money for the phones. Which we should have been refunded $ 1479.95 for all 5 phones. And now we have received a 10 day demand letter for the $2000.00 for cancelation. So we call and ask why we haven't received the refund for our phone we returned 2 months ago. He says well any refunds are to go towards the balance you owe. Okay, well we are still looking into things legally there because we are paying $ 2000.00 for 5 phones that we used for only a week and a half at most 2 weeks. That's just crazy! But all that aside if you are applying our refund to balance to the $ 2000.00 we owe then why are we getting a 10 day Demand letter for $ 2000.00? It should be for $520.05. Well at that point he begins to get very rude and says that we are not getting the full refund on the phones.... He's not sure what they will be able to refund us.... Is this a joke are you kidding me? We were told we would be refunded for the phones if we didn't keep the service. How do they get away with this kind of business? After that the guy was very rude and wasn't helpful at all so I hung up. I called back and right away the same guy answers and will not let me talk to some one else. These people cannot get away with this. They need to be stopped. If you go thru there history we are not the only ones here. There are more. That should say something.Desired Settlement: Drop the ridiculous cancelation fee's and refund our money for the phones that we returned in the exact same shape we received them, like we were told we would, or return the phones to us and we will sell them ourselves and they can keep the money.

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 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 our costs 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. [redacted] has cancelled services outside of the buyer’s remorse period and prior to completion of our contract term which puts him in breach of the contract.We activated the four Apple iPhone 5S and one ZTE ZMax for [redacted] with new lines of service with both voice and data on 12/10/2014. We were notified on by T-Mobile that [redacted] had called T-Mobile on 01/23/2015 to cancel the 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 02/12/2105. On 04/01/2015 we were contacted by the customer and spoke with him 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 have offered to review the account in order to offer a settlement that would recover our lost 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 our cost of the improperly deactivated account.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.

we were told from beginning and on the phone by their Rep that if we didn't send in phone we would not receive our refund as well as we would be charged the full amount for the phones. We returned the phones and now they are not wanting to refund our money. And the 14 day thing is hilarious seeing how they activated the phones before they left their building and was sent in the mail knowing we had to transfer numbers to them. We had no idea they were activated. We couldn't use them until we transferred our number to the phones. And then when we originally contacted them about canceling service cause we were not able to receive any calls, texts, or network at our house amongst other places, they insisted on us trying out range expander. Which had to be mailed and then set up.... All taking time! We have when we actually started up phone service which was December 28th. We didn't use phones prior. U can look at our records. We didn't even turn a phone on! This is just a scam! And for them to say that I haven't allowed them to try and work it out is funny and untrue. When? Cause when I called trying to figure out what was going on I couldn't get any help I just got very rude customer service. And since nothing. This is first response since.

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 lines of service were activated on the day that they were shipped to the customer and was the start of the fourteen day buyer’s remorse period. This was reviewed with and agreed to by [redacted] in the recorded verification call on the day of the sale.We do not provide signal boosters for customers’ accounts, this equipment is only provided by T-Mobile directly. In order to receive a signal booster [redacted] had to contact T-Mobile customer service, T-Mobile records show that [redacted] has had extensive conversations with T-Mobile regarding his account.All customers are provided complete cancellation and return instructions with the devices. These instructions provide our customer service number in multiple locations as well as the instruction to contact the Wireless Fulfillment Center to cancel services within the buyer’s remorse period.The buyer’s remorse period for this account ended on 12/23/2014, on 01/13/2015 we did receive request to cancel services. In this call [redacted] was advised that the account was outside of the buyer’s remorse period and would be subject to penalties if cancelled prior to completion of our contract term.On 04/01/2015 we received a call from [redacted] regarding the breach of contract notice. During this call [redacted] was placed on the line and was informed of the breach of contract details. [redacted] was advised that we were reviewing the account to see what settlement could be offered on the breach of contract fees assessed. [redacted] disconnected the line before this was able to be determined. Once we were able to complete the review of the account our representative attempted to contact [redacted] but our calls were not answered.At this time we would be able to process a refund in the amount of $88.33 which is the difference between our loss on this account and the amount paid as the promotional price of the devices. Again [redacted] has not allowed for us to review this information with 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 called them, because they keep saying they have been trying to reach me. I got the same guy [redacted], as last time and he was just as rude as last time. Wouldn't let me talk. He said they would credit us $ 88.00 dollars for all 5 cell phones we returned. If that's all they want to give us, send the phones back to us they can keep the $ 1479.95 we bought them for and we will pay the $2000.00 cancelation fee. Which is just rediculous that we would have to pay. Or refund the $ 1479.95 keep the phones and we will pay the $ 2000.00 cancelation fee. Or just credit the $ 1479.95 and we will pay the difference of $520.05.

Regards,

Business

Response:

We received a call from [redacted] on 04/16/2015 regarding his account. [redacted] was advised that after review of his account had been completed we would be able to offer a refund of $88.33 with the difference being used to resolve the breach of contract for his account. [redacted] questioned if the devices could be returned to him and was advised that the only reason we are able to offer the reduction to the breach of contract fees assessed was due to the return of the devices, the account was still in breach of contract for the cancellation outside of the buyer's remorse period. After being advised of this information [redacted] disconnected the line prior to our rep being able to fully review the settlement. We have included a copy of this recorded call for your review.

Review: I activated service with the company on 4/30/13 and cancelled on 5/7/13 which was within the buyers remorse period I also promptly returned all equipment and was informed that everything was fine and there wouldn't be any cancellation charges. I then received a bill for $800 that stated breach of contract. I have tried to contact them on multiple occasions. On the first attempt I was informed that the $800 bill was sent in error. On the second occasion they refused to assist me because my account was locked. I was then contacted the next day by a manager that said the breach fee was assessed because I disputed the $175 security deposit with my bank because I didn't receive my deposit back. I was informed that if I cancelled my dispute then they would reverse the charges. I contact my bank immediately to cancel the dispute. However, today 10/10/13 I received a demand for payment or they would take action against me. In calling the company they refused to speak with me because my account was locked.Desired Settlement: I want the supposed $800 breach fee removed and for the company to not make any more efforts to collect that amount. I am very much prepared to take further action if this is not done. I did everything I was supposed to do in order to cancel the service. [redacted] USA refunded my security deposit back to me and dispute was cancelled with my bank. The company has no merit to charge me an $800 breach fee.

Business

Response:

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 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 filed a merchant dispute

against the deposit charged at the time of activation which has already been

refunded which puts him in breach of the contract.

We activated two LG Optimus L9 for [redacted] with new

lines of service with both voice and data on 04/30/2013. We were notified on by

[redacted] that [redacted] had called [redacted] on 05/07/2013 to cancel services

that we activated. A letter was sent to [redacted] regarding the breach of

contract status on 08/21/2013. On 10/11/2013 we contacted the customer and spoke

with him regarding the breach of contract.

[redacted] has verified the refund of the deposit paid and

verified with his financial institution that additional funds had been

deposited into his account through the merchant dispute process. [redacted]

has agreed to remit payment in the form of a check or money order reimbursing

the funds removed from our merchant account as a result of this dispute. We can provide

the recorded call where Mr. Burgin agreed to both of the above facts if needed.

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: A 3rd party seller came to my place of business, a restaurant, and sold me on a T-Mobile plan that would supposedly cut my [redacted] bill in half. Upon signing the contract said 3rd party was soliciting, I was told that I would receive a cell phone via the postal service and be charged thusly. I have never received said cell phone. Upon calling VENICOM, to dispute my alleged usage charges (of which there are none) I was told I'd have to send a non-existent phone, signed for apparently by an "[redacted]" and pay $600.00 for a cancellation fee for which I HAVE NEVER RECEIVED SERVICE. My issue is this: if I personally, [redacted], had signed for the phone and actually received it AND used it, I, [redacted], would gladly and without hesitation pay for said service. However, the "[redacted]" that Venicom says signed for the package is unbeknownst to me or the establishment that I run. This company is a scam. Why would a cell phone be activated without the person to which it belongs being the person to call and activate it? Does this make any sense to anyone except me?! If this isn't resolved within a week I will sue Venicom and they will never EVER do this to another person.Desired Settlement: DO NOT charge me for services I have never received. DO NOT ask me to send you a phone back THAT I HAVE NEVER RECEIVED. [redacted] did not sign for a phone, nor did she (I) receive one. Never used one (with T-Mobile). Relinquish all charges and get my name out of your system.

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 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 Samsung G386T for [redacted] with a new line of service with both voice and data on 03/30/2015. We were notified on by T-Mobile that [redacted] had called T-Mobile on 05/07/2015 to cancel the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.The shipment address was verified with [redacted] in the recorded order verification call. In this same call we do review with every customer that the line of service they have ordered will be activated the day that it is shipped and will be ready to use once received. This information was reviewed with and agreed to by [redacted] at the time of the sale. Upon shipment the [redacted] tracking number was remitted to the email address provided by [redacted] for tracking information. This tracking number shows that it was delivered to the address specified by [redacted] and signed for by the business receptionist on 04/01/2015. [redacted] did not contact us to indicate that there was any issue until 05/07/2015 which was 36 days after the package was delivered. 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

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 signed a contract for these services upon the terms provided to me. I was to receive a phone, and assume charges thusly. Here is the issue: I never received a phone. I find it unethical and indecent to claim the phone was activated upon its shipping rather than its arrival. If anyone signed for the supposed phone, it certainly wasn't me. Never mind the fact that your representatives were illegally soliciting services in my restaurant. I never received a phone. I hadn't given it a second thought until I received a voicemail informing me that my supposed account was past due. For a phone, that was never in my possession nor even used whatsoever, according to the real T-Mobile representative I spoke to. I refuse to pay for these supposed services, and I apologize for being so blunt, but if my account is not closed and eliminated within our next correspondence, I will hire an attorney. What you're doing is morally reprehensible.

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.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