Venicom, Inc.

Review: Wireless fulfillment is a not practicing good business, they are using [redacted] has a way to solicit customers into a two year contract, On 3/4/2015 A sales Rep. of Wireless Fulfillment Center [redacted], along with two other reps, came to my place of business stating that she can give me a deal with a ZTE MAX Phone, a better monthly price, by basically signing me up with [redacted]. I didn't know that this was a third party company. I gave this company my personal information, name social, address, thinking that they were authorized personnel from [redacted]. I called [redacted] on 3/4/2015 and the customer service rep stated that they didn't have any information on this company, T mobile doesn't solicit business in that manner. I'm looking to get the $50.00 deposit and $29.99 (phone) back, Can someone look into this matter, I believe others may have been scammed. They are defrauding the public.Desired Settlement: I'm looking to get the $50.00 deposit and $29.99, totaling $79.99.

Business

Response:

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer's concerns, First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services, We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ?ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with 110 penalty,We activated the ZTE ZMax for [redacted] with a new line of service with both voice and data on 03/04/2015. The services activated were cancelled on 03/04/2015 and our device was received on 03/12/2015. Upon receiving the device we submitted to our vendor for return credit which was received and the $29.99 purchase price of the device was refunded to the customer's card on file on 03/23/2015, a copy of the refund receipt has been included with this response, On 03/26/2015 we received a call from [redacted] regarding the refund process, during this call [redacted] was advised that the refund had been processed on 03/23/2015 and may take 7 to 10 business days to reflect back in her account.The refund of deposit paid is due to the customer by [redacted] per our original contract terms and conditions. Per [redacted] records the $50,00 deposit was applied to the outstanding balance due to [redacted] by [redacted] tor services rendered by [redacted] while services were active. This information was reviewed with [redacted] at the time of the sale as well as in the call on 03/26/2015.Please do advise us of your findings regarding this matter, Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.Thank You,Collections Services [redacted] - Scottsdale, AZ 85260 ###-###-#### - [redacted]

Review: There is no disclosure on how to handle a defective device upon reception or a time frame to report claim.

I contacted my local dealer (psi agent) in [redacted] fl.

she never called me back after 3 attempts, by then I realized this was not [redacted] the company.

I returned evrything within 14 days and now I am being charged $700 for 1 phone.

My intial cost was $1149.96

They want to return the phone to me and $429.96.

Not acceptable.Desired Settlement: full return $1149.96

Business

Response:

08/15/2014

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 exactsituation.

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.

5S 16GB foWe activated two [redacted] and two [redacted] with new lines of service with both voice and data on 05/22/2014. These devices were delivered to and signed for by [redacted] on 05/27/2014. On 05/27/2014 we received multiple calls from [redacted] to our customer service center. One of the calls we received on 05/27/2014 was from the sales representative’s manager. At no time on 05/27/2014 did [redacted] advise us that he had received damaged equipment and the calls received indicates that [redacted] was not only in contact with his local sales office when he received our

devices but he also had our appropriate contact information which had been provided to him numerous times over the order process.

On 06/03/2014 we received an inbound call from [redacted] who requested a replacement for a device that was received damaged (crack in the screen). [redacted] was advised that we would not be able to replace the device as he would have needed to advise us of the damage within a reasonable time frame. On 06/05/2014 [redacted] requested cancellation of service due to signal issues.

A letter was sent to [redacted] regarding the breach of contract status on 07/18/2014. On 08/07/2014 we contacted the customer and spoke with him regarding the breach of contract. It was agreed that after the merchant dispute against the cost of equipment that was filed by [redacted] has been resolved in our favor we would deduct the cost of the device from the refund due from returned equipment and refund the remaining balance and ship the damaged equipment back to [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

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 fear that my lack of experience in this type of ordeal may favor the person that does it for a living. I will not stop defending myself even against a billion dollar company.

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

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

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

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

And please never send your agents to my place again.

Regards,

Business

Response:

The consumer was told on 6/9/2014 that he was not refunded, because he did not actually return the equipment to us. We received the equipment back on 6/11/2014, but 1 device was damaged. We were more than happy to refund the cost of the devices less that damaged device, however the customer filed a merchant dispute charge, disputing the entire charge. We won the dispute on 7/29/2014, however we needed to allow 45 days to see if customer re-dispute this merchant dispute before determining if any refund was owed. the consumer filing a merchant dispute is what delayed his refund process.

The consumer is more than welcome to contact the collections number or email address provided in letters mailed regarding his account and we would be more than happy to provide an update on any refund amounts owed (again less the damaged device ), when they can be process (again because of the merchant dispute the consumer already filed), actual cost of the damaged device returned and any recorded call requested.

Review: A representative from this company came to my place of business claiming to represent [redacted]. I purchased a cellular phone for $299.99 and service with a $50.00 activation fee from this representative having 14 days to change my mind and return the phone without penalty. When I received the phone, I decided to return it without ever having turned it on. I attempted to contact this business, but they only provide a phone number that is rarely answered after at least a 30 minute wait. I tried calling 5 times and each time after a 30 minute wait my call was either surreptitiously disconnected, or a I was passed into voicemail which claimed that all representatives were busy and I would need to call back at another time and the mailbox is full.

I contacted the manager of the representative who had originally approached me, and he was eventually able to get through and provide me the information needed to return the phone. The service manager also provided me with a phone number for [redacted] who I was able to contact. They, however, reported that they were in no way associated with the primary business and informed me that they must be some sort of 3rd party reseller. Agian, the sales representative had represented himself as being directly associated with and working for [redacted].

I returned the phone via fedex requiring a signature. The business received the phone well within the 14 day time frame. I tried calling again to confirm that the phone was received and again was unable to get through. Again I called the service manager of the salesman who eventually was able to get through and reported that the company claimed that the phone was never received even though I had signature confirmation.

At this point I contacted my credit card company to alert them to the situation, and to tell them that I believed I was being taken advantage of and was unable to contact this rogue business to get a refund. My credit card company started a charge-back procedure and assured me that should the company actually refund my money, that they would be made whole.

I tried calling the company one more time at approximately 6 am and this time actually got through to a representative. He did a search of the inventory and eventually was able to locate the phone. He said that he would initiate a refund for the cost of the phone. I informed him that I had already contacted my credit card company due to not being able to get through on the phone. He informed me that they would attempt to refund the $299.99 and that the activation fee would be refunded via [redacted] in the next 90 days via visa gift card.

My Credit card company did refund my money. Eventually the company credited my account, and my credit card company re-credited them the $299.99. They never refunded the $50 activation fee. I have not started receiving demand letters for $400 for a "breach of contract charge." Needless to say, I do not plan on paying it. I have tried contacting the business, but not to my surprise am unable to get a representative on the phone. The original letter they sent me dated 5/26/15 indicated that I had until 5/27/15 to contact them in writing disputing the charge.

At this point, I am tired of the shenanigans of these people and am not going to pay them $400 just to get them to go away. The most recent demand letter includes an email address and I plan on writing them a firmly worded email and including a copy of this claim.Desired Settlement: I want for them to drop the $400 "breach of contract" charge as they literally left me no other alternative. When you are required to contact a company in order to return a product, and they make it prohibitively difficult to do so, turning to a credit card company to resolve the issue is more than reasonable.

Business

Response:

07/09/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted]’s 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. [redacted] was provided with full cancellation and returninstructions in the welcome paperwork included with the devices as are all ofour customers.The account was cancelled within the buyer’s remorse period andthe device returned. When [redacted] had the sales manager contact us on04/20/2015 the device has not been logged in at that time. [redacted] calledin on 04/21/2015 and was advised that the device has been logged into oursystem and the refund will be processed within the next 7 to 10 business days. Therefund was processed on 04/28/2015 and [redacted] filed a merchant dispute on05/07/2015 against the funds that were already refunded to him resulting in theaccount being placed into our breach of contract process.[redacted] made no attempt to contact us in regards to anissue with the refund processed nor in response to the breach of contractnotice sent to him despite having multiple numbers and email addresses forcontact at that time.The merchant dispute filed by [redacted] was closed in ourfavor and the funds taken from us as a result have been returned. This resolvedall issues on the account which has been removed from our breach of contract process.[redacted] has been informed about this event and is aware that the accounthas been released from breach of contract at this time.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:

[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.As an aside, the timeline that they provide does not match my banking records. I understand their desire to paint themselves in a positive light, but I still contend that they make their return process untenable, are impossible to contact in any sort of timely manner, and their sales people misrepresent themselves.I am happy to drop the complaint should they drop their so-called "breach of contract" claim, but I do recommend a more thorough investigation of these businesses practices.

Regards,

Review: On October 14th I was approached at work by [redacted] and his supervisor. He started by asking questions about my cellular service and wanted to know it I was interested in a better service. He told me I was be getting $300.00 phones and 4 lines of unlimited talk, text and data for $140.00 a month, minus a 15% discount that I qualified for because of where I am employed. After some persuasion, and asking him to put all this in writing, which he said he would, I agreed. He said someone would be calling me at my work to verify that I work there for the discount and to ask me some questions, which he told me to just agree to everything and if I have any questions I can ask him when I done. A woman called to go over the contract, it was very loud on her end and was hard to catch everything she was saying, and [redacted] kept telling me to just agree, mind you I was also at work which has it's own distractions. When signing the contract he filled it out going over what my first bills would be, he kept reminding me that the total was of course before the 15% discount that I would be receiving, all I was supposed to do was contact [redacted] after switching my phones and they would walk me through how to get the monthly discount applied. He had also given my his card, which says [redacted] on it, which is also deceiving, and told me to give him a call when I received my phones and he would help me set up my phones. I was off work the day my phones arrived, was not able to pick them up until the next day. I called the WFC to port over the phones, they were closed and did not give their business hour to call back, ended up calling [redacted] and they were able to help. I asked about the discount and they gave me a website I had to go on to apply. Well in doing so I find out that the monthly discount program ended March 2014, so over 7 months ago! Also, the phones I received were in fact not worth $300.00. I called [redacted] on Oct. 20th and left a message for him to call me back, which of course he did not. I had to wait until the 24th to call the WFC during business hours, I spoke with [redacted], who was not pleasant or very helpful after telling her my experiences and trying to figure out what to do. In order to return the phones I would have to port my numbers back to my previous service, which I'm sure would've costed me reactivation fees and I did not want to go through the hassle again. Previous to calling the WFC I called [redacted] and told them the situation about the discount, she told me to apply for the program and called back when I get the approval and once they verify I was told I would get this discount it shouldn't be a problem, which I had to wait 7-10 days. So I asked [redacted] if they could verify I was told this and she said the don't offer a discount, I said I know you don't, but your representative told me I would get if through [redacted]. She said she would send an email to him and he would contact me within 24 hours. It is now 11/8 I have not heard from him or anyone else from this company. I feel I was purposefully deceived to make a sale. Obviously, this company trains there employees to lie to customers in order to get them to sign these ridiculous contracts, he had his supervisor right there, and I would assume since the discount ended 7 months prior they should be aware of it. And by him not returning my phone calls or responding to the email I assume he new what he did and is refusing to deal with it and make things right. So now I am stuck in this contract that if I chose to end now would cost me $400.00 a line. This company seems to be unconcerned about proper business practices and doesn't care that their employees lie to get sales and are completely unwilling to do anything about what their employees are misrepresenting, which leads me to believe they are in on the scam. They know they got you once you sign that contract, yes you have 14 days to return, but like I said I found all this out after porting my numbers, which was screwed up too, I didn't want to go through all that again and pay reactivation fees. If I would've known I would've returned the phones right away and went straight to the [redacted] store and would've gotten a better deal and dealt with HONEST employees! Oh and one more thing, on my call to [redacted] today, I learned that the discount would've been 10 not 15, so he didn't even have that information correct!Desired Settlement: I am not going to request to exchange my phones for the supposed $300.00 phones I was promised because as I previously stated I don't want to go through that trouble right now. So I am requesting a check in the amount of the 15% discount I should be receiving for the two year contract I signed, which would be $504.00. I think my request is more than fair considering everything I have been through in the last few weeks, my complaint wasn't even the half of it, I just don't want to waste anymore of my time going through the whole experience. Also, I feel this company should learn and teach better business practices, I work in retail and I am appalled at how they treat their customers, and lying to get sales is just wrong. I would be embarrassed to work for this company.

Business

Response:

November 10, 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.Please be advised that the sales representatives on our [redacted] campaign are independent contractors. As such we have an extensive verification process in place which is completed prior to activation ofservices ordered through us as an authorized [redacted] dealer. This verification process includes a recorded verification call where current promotions and order details are reviewed with every customer. During this verification call every customer is presented with the opportunity to get clarification on any promotions offered by the sales representative. During this call [redacted] did have questions regarding the term of the buyer’s remorse period but did not inquire about any discount promotions.Per [redacted]’s terms and conditions provided to and reviewed by [redacted] on the day of the sale [redacted] reserves the right to change their promotions at any time without direct notice.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 was told I was going to receive an employee monthly discount of 15%, so that is what I expect. I also believe I mentioned in my complaint that the "independent contractor" was telling me to just agree to everything on the phone and if I had any questions to ask him after. He flat out lied to me and then told me to "just agree to everything", which leads me to believe he knew he wasn't being truthful and it wouldn't matter after you get the person to agree to everything on this phone call that is your excuse for getting out of any responsibility of taking care of any complaints or issues with your customers. Obviously this is an on going issue with your contractors by viewing other complaints against your company, and obviously you don't care because most of your responses are generic and don't really resolve the customers complaint.

Regards,

Business

Response:

12/08/2014RE: 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.As reviewed in our previous response [redacted] reserves the right to change the promotions they offer at any time without direct notification.It is commonplace for a sales representative to advise a customer that they may qualify for a discount on their monthly billing from [redacted] of up to 15% however the customer must pursue any available discounts through [redacted] directly. There is no guarantee that any customer will qualify for a discount nor what discount they may receive if they do qualify.There is no advisement of a discount to the stated monthly recurring charges in our contract terms and conditions.While [redacted] states the sales representative advised her to ‘just agree to everything and ask only the sales representative any questions’ this is not what was done in the recorded verification call. [redacted] took the time to inquire about the term of the buyer’s remorse period with our representative. During this call there was no mention of a discount to the monthly recurring charges from our staff and no inquiry to any discounts were made by [redacted]. Thank You, Collections Services

Review: A representative of [redacted] Fullfillment came to my business supposedly representing [redacted] and could offer better pricing than a [redacted] store. I purhased five phones and service from [redacted]. The paperwork I signed stated I could not cancel or make any changes in the first 120 days. I became very dissatisfied with the cellular and wi-fi service of [redacted]. I waited the full 120 days, called [redacted] and to confirm what early termination fees would be. They advised it would be $200 per line (which is what I had understood previously). I moved my cell service elsewhere and paid [redacted] the ETF's totaling $1000. I then received a statement from [redacted] for breach of contract of $400 per line or $2000. This was under "[redacted] Fullfillment terms and conditions" that I did not sign.

This company is not a part of [redacted] I now know. They represent themselves as being a branch of [redacted].Desired Settlement: I want this breach of contract invoice voided. I paid the early termination fee due [redacted].

Review: To whom it may concern,

I am reaching out to you with the hopes that you will be able to assist in eliminating a breach of contract debt. Upon reviewing your website I noticed that many others have contacted Revdex.com regarding the same company, Venicom Inc. My relationship with this company began August of last year when a sales representative came to my place of business offering a discounted call phone plan based on where I work. I signed up for a cell phone plan and purchased two new phones. The first red flag is that I paid for overnight shipping and the sales rep assured me that it would arrive to my job the very next day but he did not tell me that it actually would not arrive until the following Monday. My next issue that I had with this company is when I was simply inquiring about information for the plan I competed a form that asked for my social security number and the sales rep said that they would not run my credit at all which I later found out that they did. I signed a written as well as a verbal contract agreeing to the terms that if I wanted to make any changes to my mobile account that I would need to contact the Venicom's "communication center" and not T-Mobile directly. The sales rep very clearly stated that this plan was 100% unlimited 4g data. After a couple of days after having the service I received a notice on my phone saying that I used all of my data and I was now on 3G which did not allow me to use my phone at all. I was not able to use the internet or send/receive messages. When enrolling for a cell phone plan with Venecom, I stressed the importance of having unlimited data. I tried on multiple occasions to call the communication center and I always got an automated message saying to call back during business hours which were not stated. I called the sales rep about all of my concerns and he simply stated that there was "nothing he could do". The interesting part about it all is that he gave me his cell phone number and said "text only" meaning that he preferred not to be called. I told the rep that I was unable to get in contact with the communication center and he didn't even seem to be so sure about the hours. At this point I had no choice but to contact T-Mobile to change my plan to unlimited data so that I could use my phone. Soon after, I recieved a letter in the mail with an $800 breach of contract bill. Conveniently, when I called the communication center again I was finally able to speak with someone who was very rude and short with me. I asked to speak with his manager and he said that he was the manager and there was nobody else for me to talk to. He kept talking over me and said that he would hang up and put a note in the system saying that I refused to pay. In an effort to avoid being sent to collections, I was forced into setting up a payment plan which I did not make payments because I truly believed that this company was a scam. I received one letter in the mail from a collections agency "Rapid Recovery Solutions". I kept receiving phone calls with no voicemail which prompted me to call the number back. The person that I spoke with told me that they mailed me two letters which I only received one. By the time that I received the letter it was too late for me to counter the claim. The company offered to settle the issue at a discounted rate of $600 which has to be paid by Friday October 30 or set up a three time payment plan for the full $800. Not only do I have that kind of money to hand over, I truly believe that I have been ripped off by a company that has not made a good name for itself and I am left with no option but to pay this company or let it affect my credit. Although I technically breached my portion of the contract, the company fell short on their part of their contract as well by giving me false information. I will be sincerely grateful if you helped me dissolve this issue.Desired Settlement: I would like for the entire $800 debt to be removed from my name.

Business

Response:

Re: Venicom Account# [redacted]T-Mobile Account # [redacted]ID No: [redacted]Dear Sir/Madam,Our Company is in receipt of your correspondence, dated the 2nd November 2015, in-regards to the aforementioned customer.Firstly, Venicom Inc. dba Telecom Management Associates is a 3rd-party representative of T-Mobile services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being rendered.During this call, the customer acknowledges they have entered into a contract with our Company, and are to contact our Company for all customer service needs on accounts for the initial 120-days of service.The Customer’s T-Mobile account was initiated on [08.22.2014], with the mobile device shipping the same day. The Customer contacted our Company on [08.26.2014], in-regards to porting in her current mobile numbers. The Customer contacted T-Mobile directly on [09.18.2014] and changed the rate plan on the account, which is a violation of the agreed upon contract. We spoke with the Customer on [11.04.2014], in-regards to the breach-of-contract letter, which was sent on [10.28.2014].The Customer was fully informed of, and agreed to, the contractual obligation to our Company on [08.22.2014], and again on [08.26.2014],[11.04.2014], with the Customer accepting a payment arrangement for the breach-of-contract fee on [11.26.2014]. The 120-day period ended on [12.30.2014], however the Customer changed the rate plan prior to this date – [09.18.2014]. The Customer subsequently defaulted on the payment arrangement on [01.22.2015].The Customer is bound by the ‘Terms & Conditions’ of the contract, and violated said agreement by prematurely changing the rate plan. As the loss, to our Company, is in excess of the $400.00/per line breach-of-contract fee, we continue to assert our claim in this matter. We will provide the recorded verification call upon request.Should you have any further enquires, feel free to contact our Company at [redacted] or at the above address.Sincerely,Office of the Controller

Consumer

Response:

I understand that there is documentation of a contract. My concern is that Venicom did not hold up to their portion of the contract which was that I would recieve UNLIMITED data. As a result, I made attempts to contact the communication center with no success and was left with no choice but to contact T-mobile to change my plan. I only accepted a payment plan because I was told that there was no other option. I am very clear on the contract and terms that were agreed to but I am very unsatisfied and I am willing to do whatever is necessary to counter this issue.

Business

Response:

She did not just change the data plan (had that been the case we could have resolved this issue) she had T-mobile remove the entire contract we activated and activate under a no contract plan. She received two apple Iphones for $614.98 that had a retail price of 1,600. We have been reimbursed nothing for the phones and because the customer chose to remove our contracted plan directly with Tmobile we have not be compensated for the phones. If there is anything we could do, we would have by now, but the customer did not abide by the contract signed and now owes the full breach fee. The customer has already been sent to an outside collections agency due to her failure to adhere to the payment plan set up so at this point we can only request that the collections agency set up a payment plan with her if possible. It is no longer an account of ours, it belongs to the outside collections agency at this point as the customer failed to respond to notifications by us to resolve the issue.

Review: On Thursday March 19th, 2015, a salesman named [redacted] from "[redacted]" came into my place of work. He started the conversation about tv (I was changing the station, told him what was on wasn't suitable for a motel lobby), he suggested I watch a movie on the desk computer. I told him I had work to do on the computer and wouldn't be able to watch it even if it was an approved site. I think telling him I had work to do, got his mind reeling, "somebody who probably won't be able to fully listen to all I have to say"---just my opinion after all I've been working through with these people. He asked me who I had phone service with and mentioned [redacted] could probable give me a better deal. "How much do I pay for service with [redacted] now?" I told him $105/month. He got out his rate comparison sheet and began to compair [redacted] to [redacted]. For $100/month, [redacted] will give me unlimited talk, text, data, and hotspot usage! I was thrilled, I had just gone over on my data limit w/[redacted], they notified my at 2AM the day my monthly usage was supposed to restart. I was angry at [redacted] because I did not go over my usage, I even checked on My[redacted] website (free data for that) and I still had about 30mg of usage. I tried to call [redacted], only to find out the "human" customer service is closed and I can call back in the morning. I told him this. So...(in my opinion, he had another foot in the door), he told me [redacted] had customer service 24/7, and I'd never have to talk to someone in another country (not sure what prompted that, I've never had to talk to someone in another country with [redacted] and didn't allude to that). He got out a book w/cell phone pictures and features. I wanted a phone that would accommidate an SD card, have a good camera, and a flash. He suggested one that takes an SD card, the camera has a flash, but takes a terrible photo, unless you want a close up of the fabric your clothes are made of, pictures more than about 12 inches away from camera are grainy and blurred, the flash means nothing. So, this great deal is for today only and only for businesses in the area.

Then after the company comparison, he told me it would only cost me $379.XX (I'm not completely sure on that exact amount, I'm at work right not and I left the paperwork at home). I told him I don't have that much money in my account, tomorrow is payday though. So while I'm trying to work (answer the phone and print airline boarding passes for our guests), he gets on the phone w/his office. I overhear him ask someone, something like: "Do we have anymore of those discount coupons left....." As I said, I was on the phone. He says "Good news, we had a discount coupon at the office I can apply and.....he starts going throught the comparison again, he has the bottom line, cost to me today, covered w/his hand (drama). In the end, the new phones only cost me $80. Great deal, I saved about $300! He also said I could keep my [redacted] phone numbers, I like that, I've had them almost 10 years. And [redacted] will pay my Early Termination Fee. I like that too, another savings: $350! Then he tells me the phones will be delivered by [redacted], Saturday or Monday. I asked if [redacted] delivers on Saturday, he says "yes". So he gives me his phone to type in my social security number so they can run a credit check and make sure I don't aready have an account with [redacted]. He asked me if I have an account with [redacted] and they have to make sure I don't owe them money. He takes my debit card and I sign his phone for the charge (I signed twice, I was busy and don't remember what the second signature was for, I assume it was a contract agreement). Then a man calls me on my [redacted] cell phone, he confirms the service I'll recieve and tells me the salesman is indeed a [redacted] representative. Shoots off a bunch of info while I'm trying to stop him and ask him to hold so I can answer my work phone, but he keeps talking. One thing I do remember him saying is: "the money I paid today is non refundable unless I cancel my service with [redacted]". The guy on the phone comfirmed my work address and supervisors name. He said the phones will arrive at my place of employment addressed to my supervisor.

Neither one of these men ever told me I was geting a contract with a [redacted] broker, they both misrepresented themselves as [redacted] told me when the phones arrived, he'd come back to activate them and have my [redacted] phone numbers tranferred over to [redacted] (I found out later, that is called "port"). I asked him if I can do that myself, he said "yes, but he'd be happy to come by the office and do it for me) also, I should NOT cancel my [redacted] account, [redacted] will do that for me, if I do it myself, [redacted] will not pay the Early Termination Fee (ETF). That sounds good to me, one less thing I need to worry about. He told me I would have to pay [redacted] the fee and [redacted] will give me credit for the $350 ETF. So, he explains, pay [redacted], email a copy of my bill showing the ETF and I will have that much credit with [redacted], "its like three months of [redacted] without a bill to pay". I sounds good, I'm excited, my husband had an old flip phone and it gave me reason to get him a smart phone at a great price!

Saturday comes, no phones. Two day delivery, I didn't think they would be sent out until Friday anyway, so I wasn't supprised. Monday I left work at 7:00AM, and told my relief I was expecting new phones, don't let the supervisor lock them in her office, I'll call later and come by and pick them up. I tracked them on [redacted], Monday evening they were in Nashville (20 miles west of me) waiting to be put on a truck for delivery. So, they arrived Tuesday late afternoon. Strike one, first promise broken!

I opened the boxes, they said for better battery life, charge completely before use. So I had to wait a little while before calling the "Wireless Fulfillment Center". When I first called, I spoke to a nice woman named [redacted], she said she was having trouble porting my devises and would have to transfer me to tech support. There I spoke to a woman names [redacted]...?, not really sure what her name was, her english was so broken and the connection was not the greatest, I couldn't understand most of what she said, "What" is most of what I said. The connection with [redacted] was fine. The "tech" kept asking me what my [redacted] phone number is? I didn't know where to find it on my paperwork, I asked her where to look and she said she needs my [redacted] phone number. [redacted] had caller ID, wonder why [redacted]... didn't. She finally asked me for the SID number, I knew where that was. So she told me when she is finished porting my numbers, it could take up to 24 hours for them to switch. I asked her if they will cancel my [redacted] service, and got disconnected. So I called back and a recording said "Thank you for calling the Wireless fulfilment ctr, we are currently closed. Please call back during regular business hours" No mention what regular business hours are. Strike two, available 24 hours a day, (I wonder if [redacted].... was in another country? Sorry, I couldn't resist that one).

So I waited a couple days, my [redacted] numbers weren't ported to [redacted]. I'm paying for two phone services now. I called the wireless fulfullment ctr and spoke to **. He said no problem he could help. Everything should be fine, it could take 10 minutes to 24 hours before the numbers are changed. Thank you **! Some of the customer service reps are nice and understandable. I'm not really into electronics and technology, I need it explained like you're talking to a 3 year old.

Next, we're using the phones as a mobile hotspot to watch movies on the internet, we had a great connection and the movies were playing great. Then I got a message stating I used all of my 1GB of LTE and may notice slower internet until my next billing cycle. I didn't know what that meant. I called the office where [redacted] worked, the receptionist said LTE is faster, and most people don't notice the slower connection. Taking 1 hour and 45 minutes to watch 42 minutes of a movie, we noticed! I saw online [redacted] has unlimited talk, text and LTE internet for two lines for $100/month. Called the office again, wanting to change to that plan. The receptionist told me since I had the special business plan, I would have to pay full price for our phones to change, she said it would probable cost about $800. Internet with [redacted] at my house is hit and miss, mostly miss. The "[redacted] representative" should have known that. We'll call this one a foul ball, partly my fault for not checking coverage on line or asking, but why would you sell someone something they cannot use, maybe I'm only supposed to use the phones at work where coverage is better?

Now we're up to April 1st. I call the fulfillment ctr again, numbers still aren't changed, I can't remember the man's name, but he finally tells me, "they can't port my [redacted] numbers because they don't have service in my area" Now I'm assuming he means the area where my [redacted] phone number was originally activated, it was in the mountains in AZ, after I thought about it, everybody had [redacted] because no one else offered service in the secluded area, not sure. He put me on hold to get me tech support, I was on hold for 40 minutes befor there system hung up on me. I called back, someone transfered me to tech support (no one in that department speaks plain english) this guy said they cannot port my [redacted] phone numbers! Strike three!

So, I'm at work, its after after hours at the fulfilment ctr (I found out April 7th, they close at 5PM PST) so I go the the [redacted] site and chat with one of their reps (I still don't know [redacted] didn't sell me this service plan). I tell [redacted] about my expirence, he's very polite and sympathizes with me. I ask him what are my options if I choose to cancel my service. He tells me if the phone was mailed to me I have 20 days to cancel service, I printed this conversation. So I don't do anything right away, I figured I should calm down and think about it. Sunday night I worked a double so Monday I don't do much but sleep all day. Tuesday April 7th I go to the [redacted] store and get my husband a smart phone, come home and call the wireless fulfilment ctr, I speak to [redacted], not a nice girl. [redacted] tells me I have to cancel within 14 days or pay for the phones and the ETF, my service was activated March 20th, I ask her why would you activate may service before I recieved my phones? I tell her my phones were supposed to be delivered Saturday or Monday, she passes the first question and rudely tells me "we don't send out phones on Saturday". So I ask her why did the sales rep tell me you do, was he lying? She said she can't tell me why he said that. I tell her I printed the conversation with [redacted] from [redacted], it says I have 20 days for mailed devices. She says no, you only have 14 days and its past that, again I tell her [redacted]s policy for mailed phones, she never tells me she is not w/[redacted] so I ask to speak to her supervisor. She said she'll transfer me, but the office is closed, I probably won't get through, and a supervisor is going to tell me the same thing. So I ask her what are the hours, their recording says call back during regular business hours, but never states the hours. Well she doesn't know anything about that, but hours are 6:30AM to 5:00PM PST. She transfers me and a recording says call back during regular business hours.

Then I looked up [redacted] customer service phone number, these are the people who are open 24/7. The woman who helped me (she said her name so quickly, I think it was [redacted], I didn't want to ask twice), said I purchased my phones and plan from a third party authorized to sell [redacted] services, the company is named Venicom, I'd have to cancel my services directly through them. She said, she will call them with me on the line and we could speak to them together, but...its afters hours, she gave me their phone number: the wireless fulfilment ctr!

April 8th, I called [redacted] again and explained my issue, I asked if they can help me with Venicom, I spoke to Pamela, she said she'd never heard of Venicom but could I hold while she looks into my account. She said she read the comments from the past conversations and asked someone about venicom, unfortunately, [redacted] cannot help me. I have to deal directly with venicom.Desired Settlement: I want my [redacted] services canceled

I want the $80 I spent on the phones refunded me

I want to return the phones

I do not want to be charged any fees by venicom or [redacted]

I wouldn't mind a appology from venicom for misrepresenting [redacted], but that isn't necessary

Business

Response:

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation. We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not contacted us within the buyer’s remorse period and is currently under contract.We activated one LG Optimus L90 and one Nokia Lumia 635 for [redacted] with new lines of service with both voice and data on 03/20/2015. On 04/07/2015 we receive d a call from [redacted] regarding her account. During this call [redacted] was advised that the account was currently outside of the fourteen day buyer’s remorse period and would be subject to termination fees, the last day of the buyer’s remorse period was 04/02/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. At this time the account is under contract and cannot be cancelled without penalty.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

Consumer

Response:

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

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

Regards,

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

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

Regards,

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.Paperwork attached with the response received is illegible. The side by side comparison is only a worksheet used by a sales rep while reviewing account options with a customer. This worksheet is not a part of the submitted order paperwork nor is it a contract.We were not contacted on 03/24/2015 and our records do not show that this account has ever been accessed by a [redacted]. Per [redacted] system memos [redacted] did speak with a direct [redacted] customer service rep named [redacted] V. on an inbound call on this date.We made it as clear as possible to [redacted] that we were an authorized dealer for [redacted] and not [redacted] directly. If [redacted] does not understand or misinterpreted the meaning of the term authorized dealer it is completely out of our control. [redacted] agreed to our contract terms and conditions which clearly defines who we are and our relation to [redacted] in the first sentence. This document was provided to [redacted] multiple times in the order process.We are no longer able to cancel the account for [redacted]. The documentation provided with the devices clearly states that after fourteen days we are no longer able to cancel services and the customer will have to contact [redacted] directly to do so. The start of the fourteen day buyer’s remorse period was established as the date that the devices are shipped, this was reviewed with and agreed to in the recorded verification call.It is unfortunate that [redacted] has neglected to review or follow the policies laid forth in the documentation provided to her for her order; however the account is currently under contract at this time and will incur penalty if cancelled.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

Review: I had signed a two year contract with venicom, I was approached at my work by a representative that was offering [redacted] service. I went ahead and signed up knowing I had 14 days to cancel. When I received my 2 free phones which are lg 90s (about 90 dollars a piece) I went to the [redacted] store to activate them. When I arrived the [redacted] representative told me I got scamed and he wanted to help me out. He told me we were cancelling the contract with venicom and with a few tricks I can keep my free phones. So I gave him my [redacted] phones and they said they were gonna buy me out of my [redacted] contract. Anyways it all seemed good untill a month later when venicom sent me a bill for 800 saying I broke the contract. Heres the thing venicom is an absolute scam. They say they are [redacted] but there not. They sign you up with cheap phones and hit you hard with a plan that [redacted] doesnt even offer anymore. When I called them they said they can set up a paymebt plan hahaha. I warn anyone who is about to deal with them. Go to the actual store.Desired Settlement: I would love to send my phones back and pay for my two months and just forget about this all.

Business

Response:

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exactsituation. We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts him in breach of the contract.We activated two LG Optimus L90s for [redacted] with new lines of service with both voice and data on 08/22/2014. We were notified on by [redacted] that [redacted] had altered 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 10/01/2014. On 10/08/2014 we were contacted by the customer regarding the breach of contract. Since this time we have also been contacted by [redacted] regarding the misinformation that was provided to [redacted] by one of their employees. [redacted] has been attempting to resolve the breach of contract that resulted from the rate plan change made by [redacted] through [redacted] directly; however this effort is being thwarted by[redacted] unwillingness to resolve his account issues.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

Review: This company came into my place of business with a "[redacted]" name tag on and told me that they could cut my [redacted] bill in half and that my "early termination fees" with [redacted] (780.00) would be credited to my account after sending them my final bill. I did send it and then was told it could take 48 hours to process. The representative came back into my place of business a week later to check on me and I told her that I hadn't received anything yet. She told me that it takes longer sometimes. I called again and they told me that they hadn't received the email....So, I sent it again twice, a week apart. I still didn't hear anything. I have called [redacted] and have complained to customer support and called the corporate office and spoke with the executive office about this matter.

I also purchased 3 phones that they claim are comparable to the [redacted], they are not comparable to even the [redacted] which I had with sprint. I was told if I didn't like them that I could replace them with the [redacted] for 150.00 more for all three. When I told them that I wasn't happy with the phones I was told that I would have to pay 150.00 per phone.

My complaint is that they are mis-representing [redacted] and that they come in as a representative of [redacted].

They were rude and argumentative on the phone when speaking to me as the consumer. And basically told me there was nothing they could do for me.

[redacted] informed me that they no longer have contracts and yet I am binded to a 2 year contract via this company.Desired Settlement: I would like my early termination fees to be paid for sprint in the total amount of 780.00 as well as the same phones or better than I had with sprint which was the [redacted] or better.

Business

Response:

09/12/2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted]’s 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, we also ask every customer during this call ifthey understand that they are working with an authorized dealer. The purpose ofthis is to ensure that every customer reads the terms and conditions which arealso reviewed throughout the sales and activations process including in ane-mail sent when the device is shipped. If these terms and conditions are notacceptable to the customer they have the option of returning the device within14 days with no penalty. This is an attempt to avoid this exact situation. We activated the three [redacted] for [redacted] withnew lines of service with both voice and data on 09/12/2014. On this same day[redacted] was provided with detailed instructions on the information thatneeds to be submitted and how to submit the information to [redacted] for theirearly termination fee reimbursement promotion.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: In April of 2014 we contacted [redacted] about switching services from [redacted]. They sent out a person who represented himself as a [redacted] employee who we come to find out later is actually not employed by [redacted]. It took several months to even find out that the person sent out was employed by Venicom. The person stood in our business and bold faced lied about total cost per month, service quality, [redacted] contract buyout costs, phone quality, and even who he was employed by, etc... We stated and made the point several times that these phones were to be used on a business level and needed phones that would be able to handle the high volume of Emails, Texts, Calls, etc. We were given 3-[redacted] that work satisfactory but were also given 2-[redacted] phones that we were told would handle what we needed for conducting our daily business. These phones have failed to do what we need in every aspect. When speaking with [redacted] Customer Support, the gentleman stated that the [redacted] phone is NOT meant for business, and is meant for kids and teenagers that do not use email heavily and don't need storage. When physically walking into a [redacted] store and speaking with their representatives, they stated the exact thing that the [redacted] is an inferior phone. We then were told the problem they know that is taking place with subcontractors going into businesses and selling themselves as [redacted] employees and basically tricking customers into signing horrible contracts under false pretenses and lies. There were actually 2 other people in the [redacted] store at the same time as I was and they were visibly upset with what they were being told at that time as well. It took until 8-27-14 to find out that Venicom is behind this entire mess and [redacted] is not willing to work with us in anyway shape or form. These phones DO NOT work in the region where we work most of the time. The customer service is horrendous, and there is a blatant breach of contract that has taken place.

In addition the contract or per month charges are much higher than agreed to on the contract we signed. We were told that it included all the charges including taxes and fees, but it did not. Now our monthly bill is higher than agreed too and higher than our previous carrier.

They also stated that the buyout from our previous carrier could be paid back to us by either a monthly credit or a check back from [redacted]. We asked this several times and the Venicom rep assured us it would work either way. This too was a lie as [redacted] will ONLY give you a monthly credit and we had to pay our previous supplier all $1900 out of our pocket at once.Desired Settlement: We would like to be released from this Contract at NO COST TO US for breach of contract and inferior service and customer service.

Business

Response:

09/04/2014

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 his 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.

The order was placed and contract terms reviewed with [redacted]. 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 any one of these plans prior to completing their commitment we

are unable to recoup this cost and not only unable to profit but actually lose

the remaining purchase price we paid for the device.

We activated three [redacted] and two [redacted] for [redacted] with new lines of service with both voice and data on 04/02/2014. On

05/07/2014 we received an inbound call from [redacted] requesting to

exchange devices. In this call [redacted] was advised that the fourteen day buyer’s

remorse period had ended and the devices could no longer be exchanged.

It is standard industry practice to offer reduced device

costs in exchange for new contracted lines of services activation. Every one of

our customers reviews their order details and early termination fee reimbursement

details in the order process multiple times. Instructions for device exchange

or service cancellation are provided with the devices and clearly state that

after the fourteen day buyer’s remorse period has ended the devices can no

longer be returned or exchanged.

Our contract for [redacted]’s account was completed on

08/10/2014, any further contractual obligations are currently between [redacted] and [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

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 contracts and reading contracts and so on, BUT, your company and its representatives basically lied there way into getting this contract signed. For everything we have been told and everything that has came to light, it is basically a BREACH of contract. We were lied to about PHONES, COVERAGE AREA, WHO WE WERE DEALING WITH, Taxes and fees, etc. We stated time and time again that we needed phones that could handle the day to day duties of a business which means multiple email accounts and large storage capacity for phone logs, texts, emails, pictures, etc. We were given inferior phones that did not live up to what we were told and had expected. The phones in question are the ** Android phones, these 2 phones don't even make a good paper weight, there virtually worthless for trying to get anything done on in the field. We were lied to and told that we were signing a deal directly with [redacted] and come to find out we weren't. We were lied to and told the final amount per month included all taxes and fees and come to find out after the fact that the taxes and fees were not included in the final monthly price. I can not explain how many times this was asked and showed to us only to come to find out that we were lied to in the end.

The monthly cost is a small complaint at this point, if the service worked, the phones worked, and we were able to conduct business in a professional manner without experiencing MULTIPLE dropped calls on a daily basis, the monthly cost could be overlooked. That being said, we are paying a LOT of money each month for a services that does not provide any sort of reliability what so ever!!!! The coverage area was explained to the point of being NO dead zones in [redacted] and the best coverage to expect out of any carrier, even showed us a map confirming this. I barely get service in my personal house and get little to no service on many of the jobsites I am at on a regular basis. You have basically now taken my Business number and are holding it hostage and providing a worthless service. This service is horrible, the phones are horrible and something NEEDS to be done to remedy this so we can continue to do business.

Regards,

Business

Response:

The customer complaints listed in the most recent response were covered in the contract paperwork reviewed and provided at the time of the sale.

Leave behind paperwork left with the customer on the day of the sale & provided with our original response covers issue of monthly recurring charge.

Under the section Order Acceptance it is stated:

"I understand that I am ordering 5 new lines of service with [redacted] that will result in a monthly recurring charge of $250.00 before taxes and fees."

At the time of the sale it was reviewed with the customer that they were placing an order through an authorized dealer multiple times.

The contract paperwork reviewed and agreed to by the customer has the [redacted] Authorized Dealer logo in the upper right hand corner of the page, this can be seen in our terms and conditions as well as on the leave behind paperwork. The first sentence of our contract terms & conditions states:

"[redacted] herein referred to as the [redacted] Fulfillment Center is an authorized [redacted] Master-Dealer and Fulfillment Center."

We also cover this in the recorded verification call in which the customer is directly asked if they understand that they are working with an authorized dealer.

[redacted] terms and conditions states the following in regards to service availability under section seven:

"Service Availability. Coverage maps only approximate our anticipated wireless coverage area outdoors; actual Service area, coverage and quality may vary and change without notice depending on a variety of factors including network capacity, terrain and weather. Outages and interruption in Service may occur, and speed of Service varies. You agree we are not liable for problems relating to Service availability or quality."

The customer was given a fourteen day buyer's remorse period with their order. The buyer's remorse period is intended for the customer to test the services rendered by [redacted] and the equipment they have ordered. Within this timeframe the customer is able to cancel services and return equipment without penalty. There is also an exchange option if the devices ordered by the customer could be exchanged for different devices as is advised in the welcome paperwork included with the devices.

The customer did call in to exchange devices however that request was not made until 05/07/2014 and could not be processed as the buyer's remorse period had ended on 04/15/2014 and the devices in question would not be able to be returned to our vendor for credit.

Our contract with the customer was completed on 08/10/2014. At this time the only contract for this customer would be with [redacted] directly.

The customer is able to purchase new devices through [redacted] directly as they had been advised on 05/07/2014.

Thank You,

Collections Services

Review: purchased a phone through Venicom on 6/16/15 I returned it on 6/23/15 due to extremely poor and unprofessional customer support with the salesman [redacted] from your company. I cancelled the account and was due a refund of the taxes $23.19. I was told I would get credit once the phone was received back at T mobiles return center. Instead I go a phone call from a collection agency [redacted] at [redacted] whom both Venicom and T mobile deny contracting. The Collection agency has my Name, Address, and Social Security #. (that was how the phone was connected to me) I think I have the account cancelled and closed after hours and hours on the phone with your company and T- mobile. but am wondering how this company [redacted] got all my information? this is complete mis management of my information and I suspect this is a phishing scam company.Desired Settlement: I want a credit monitoring system service. and wondering how this information was given to a agency that you deny contracting.

Business

Response:

06/16/2015RE: 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.This account was activated under a non-contracted equipment installment plan. This account has been cancelled and the equipment returned to T-Mobile for review and refund of purchase price paid. There is no outstanding balance due to Venicom for this account so there is nothing for Venicom to place with a collections agency. Venicom has no business relationship with a collections agency titled “[redacted]” but a quick search on Google shows that they are a legitimate collections agency.While we understand that it may be concerning for Donna [redacted] to be contacted by a collections agency the complaint filed does not specify what the collections agency was contacting [redacted] for. Per the complaints wording [redacted] has established that this collections agency has her personal information on file which is not uncommon for a collections agency attempting to collect a debt. While the T-Mobile account activated by Donna [redacted] through Venicom was linked to her personal information it is not an indicator that this collections agency obtained her personal information from Venicom.As [redacted] is in contact with this collections agency per the complaint filed we would have to refer her back to this collections agency to discuss the account with them. The collections agency will be ableand is required to provide her with the detailed information regarding the delinquent balance that they are attempting to collect. 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: [redacted] and another young man were going door-to-door through our industrial park, and stopped by my office. He answered every objection that I had, by telling me everything I wanted to hear about the [redacted] cellular service they were offering. Unfortunately, most of what he said was not true. These things include:

He claimed to be a [redacted] representative. I learned some time later (from [redacted]) that he is a sales rep. with Venicom.

I said that I wanted a good phone, not a cheap one. He said this was a good one. Reality: didn't work very well. The device is slow, unresponsive and after several days with tech. support, still does not function as it should.

He said that I could get a specific type of case for the phone. In fact, there are NO cases available for the phone with only 1 exception.

He said that [redacted] is now using the same networks as [redacted]; a blatant lie. I dropped calls regularly, and also the internet access was intermittent at best.

He said that he would be my direct customer service contact. I haven't been able to get in touch with him.

He said that the cellular hotspot would work just like the one I had, here with my office network. It does not work here at all, dispite an entire business day of struggling with it. We finally got it to work briefly, for a few minutes.

He advised me to leave a tablet on an existing [redacted] account; they would only charge me $10 per month. It's actually more like $60+ per month.

The one thing he told me that was true, was that my monthly bill would be reduced. That it was, but the service was next to worthless and cost me several DAYS of frustration struggling with it.

When I attempted to contact Venicom at the number provided by [redacted], it's some "fulfillment center"...

Unfortunately, I let some time elapse before trying to use the new phone and hotspot that arrived. Once I had wasted several days attempting to get the devices and service to work, I continued contacting [redacted] when I learned that he was I fact not even a [redacted] representative. Also, I learned that we will now be billed $400 in "early termination" fees, for the service that never worked. [redacted] told me to contact Venicom, who ("fulfillment center"?) kept telling me to contact [redacted].

Here is the name/phone number that the sales guy gave me. I was able to communicate with him via text, but only for a day or so following the sale. [redacted]Desired Settlement: No termination fees.

Venicom to be aware of the actions of this sales person. He is making sales, but not doing them or [redacted] any favors with his lies!

Business

Response:

10/13/2014 RE: CASE#: [redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted]’s 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 promotional priceand we are able to recoup the cost of the device only after 120 days of activeservice with both a voice and internet plan is completed without change fromthe customer directly through [redacted] and/or if the device is returned to theWireless 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 these devices which put him in breach of the contract. We activated one [redacted] and one [redacted] for [redacted] with new lines of service with both voiceand data on 07/28/2014. We were notified on 10/08/2014 by [redacted] that [redacted] had canceled the [redacted] services that we activated which is listed asa breach of contract in the terms and conditions the customer received, whichare enclosed. Since [redacted] placed his order we have had no contact withour customer until 10/08/2014 when they called in to cancel services andadvised that the account was outside of the buyer’s remorse period and wouldhave to be cancelled through [redacted] directly. It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup thecost of the devices sent to him. At this time [redacted] records show that whenrequesting to cancel services [redacted] also requested a SIM unlock codefor both devices, this request indicates that [redacted] intends to use thedevices that he has not paid for with another carrier. 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.

When I learned from [redacted] that Venicom had sold us the plan & equipment (not a [redacted] rep.), I attempted to contact Venicom at the number provided by [redacted]. I got nowhere with this call; the company identified itself only as "fulfillment service" or some such name. I had attempted to contact the sales person repeatedly for probably a month or two, with no response.They told me that I own the equipment, and that they would not accept its return! I will gladly return the equipment if they instruct me how to do so. I have not given them an opportunity...? They can call or email me with instructions. When I called them, they offered NO solutions. In fact, they would not even close the account. I was subsequently able to get the accounts closed through [redacted] customer service. Yes I received unlock codes for the equipment, although I have no use for it as it doesn't seem to work very well. I figured since "I own it", I could hopefully give it to someone to use, perhaps in a different part of the country where it will function.This is also the first I've heard about owing them anything for the equipment. They have not communicated anything about this, or about "collections".The main issue here is that their salesperson lied about... nearly everything. He answered every objection I had by telling me exactly what I wanted to hear. Unfortunately not much of it was true. Neither the equipment nor the service works here. If it did, we would be using it.They can bill my company all they want, I've already wasted far too much time and money with this SCAM. I have yet to receive any communication from Venicom with the exception of this Revdex.com response.

Regards,

Business

Response:

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