Venicom, Inc.

The consumer was told on 6/9/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 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 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

04/16/2015RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** *** 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 *** servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through *** and/or if the device is returned to *** Fulfillment Center if the line of service is cancelledWhen 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*** *** has not paid for nor returned this device which puts her in breach of the contract. We activated the two LG Optimus Lfor *** *** with a new lines of service with both voice and data on 03/13/We were notified by T-Mobile that *** *** had called *** on 04/15/to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter will be sent to *** *** regarding the breach of contract status.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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, *** *** has not even given us an opportunity to do soAt this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

At this time we have been in contact with *** *** directly to review the account and the breach of contract situation
Already prior to this point we have escalated within *** who agreed to treat the account as a 'no install' cancellation
With the cancellation from *** being changed top no install meaning that there is no billing liability to *** *** for the services rendered by *** this leaves the only issue to be the devices
The devices were returned to us outside of our equipment vendors allowed time frame for device creditAlthough the devices were returned well beyond the thirty days from initial activation of services we are attempting to return them to our equipment vendor for creditWe cannot guarantee that the devices will be accepted by our equipment vendor at this time as we have mentioned they are currently beyond our vendors allowable return period
If our vendor accepts the devices the there will be no further breach of contract issues with this account
If our vendor rejects the devices we will have to maintain the breach of contract but would be able to offer a settlement that would allow for us to recover the cost of the devices which will be returned to *** *** once they have been paid for
Unfortunately at this time all we can do is wait on word back from our equipment vendor

Venicom Account# *** Account# ***Complaint ID# *** Again, our Company understands and sympathizes with the Customers position, unfortunately, as per her signed paperwork, our Company was left out of the loop on this issue until 8-months after the fact. Her Contract clearly states, and she signed/initialed "I understand that I should contact *** for any status, support, or post-sale questions*** retail stores and 1.800.*** do not have access to view pending orders prior to activation and shipment."This is not a case of our Company not 'wanting' to assist, in-fact we attempted to do so on [11.29.2016], however *** no longer offers the product/promotionThis is a very unfortunate situation, but we are unable to intercede 8-months post sale, especially given the Customer never contacted our CompanyIf the Customer were proactive, we would have been able to assist and seek a resolutionOur Company performed per the ContractOnce accounts are activated, we know of no issues unless the Customer contacts us per the signed agreement, which in tis case, the Customer states she did notAgain, we extend our apologies, and consider this matter resolved

Our Company is in receipt of your correspondence, dated the 16th November 2016, in-regards to the aforementioned customer
"margin: 0in 0in 0pt; text-align: justify;"> Firstly, Venicom Incdba 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 renderedAdditionally, our Company does not make charges to the Customer, or ship devices; this is the responsibility of T-Mobile USA During the aforementioned 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; in this matter, the T-Mobile account was initiated on [10.05.2016] Having reviewed the Account in both our Database and that of T-Mobile, it appears the Customer called into our Company on [10.11.2016] to cancel the accountAt that time, the Customer was advised they would be required to call back with a shipping tracking number before we could initiate the cancellation with T-MobileThis information was never provided, nor is it our policy to remind the Customer The Customer, then again, called on [11.07.2016] enquiring about cancellationThe last day of the Customer’s ‘Return and/or Exchange’ period was [10.18.2016]It was at this time, they were advised they were outside the 14-day ‘Return and/or Exchange’ period; never has the Customer been advised of any other ‘cancellation period’ Again, our Company has never made charges to the Customer’s account, and should he have any further charging issues and/or complaints, they should be more appropriately directed to T-Mobile USA Should you have any further enquires, feel free to contact our Company at ***, *** or at the above address

Thank you very much for providing us with the information regarding *** ***’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
*** servicesWe 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 orderThe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through *** and/or if the device is returned to *** Fulfillment Center if the line of service is cancelledWhen a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. We activated the LG Optimus Lfor *** *** with a new line of service with both voice and data on 10/09/We were notified on 11/30/by *** that the services we activated had been cancelled for first payment default which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter was sent to *** *** regarding the breach of contract status on 12/17/2014, 01/16/2015, and 02/16/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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, *** *** has not even given us an opportunity to do soAt this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

To Whom It May Concern:Thank you very much for providing us with the information regarding *** *** 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 *** servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis is an attempt to avoid this exact situation.
We activated an *** *** ** for *** *** on 06/06/2014 which was delivered to the shipping address provided by *** *** of *** *
*** *** *** *** ** ***Per *** records the package wasdelivered to this address and signed for by ** *** on 06/10/We received an inbound call from *** *** on 06/17/requesting to transfer their number from their previous carrier into ***During this call ***
*** did advise that the device package was damaged, we were also advised that despite the damage to the packaging that the device was not damaged
We received another call from *** *** on 06/18/2014 with complaint of not being able to use her device after the number port was performed; the call was transferred to *** directly for technical
assistanceAlso on 06/18/we received an inbound call from *** *** now stating that the device was dented in the back and needed to be replaced. Upon return of our equipment the device was found to be damaged in a manner that was inconsistent to the damaged packaging and the account was placed into our breach of contract process for the device that we are unable to return to
our equipment vendor.
Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further
information is needed Thank You,
Collections Services

Again the company continues to misrepresent itself, TMobile, the original contract as well as having sent billing and collections to the wrong address which they know
Per their own contract and what little documentation I was able to retrieve from them outside of it...they sent all billing and collection info to the wrong address The phone was never activated which again means no cancellation of a service that was never in place much less used I have voice recordings from TMobile verifying all of this I only wanted to switch service to TMobile (which is how they represented themselves) not a third party contractor I never used the TMobile phone and was assured by TMobile that there was no early termination fee for any reason and no monies owed I have had Sprint and the same phone number for over years That was what was supposed to switch over and never happened due to their mishandling and misrepresentation

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 new lines of service with *** that will result in a monthly recurring charge of $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 *** 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 paperworkThe first sentence of our contract terms & conditions states:
"*** *** *** herein referred to as the *** Fulfillment Center is an authorized *** 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
*** terms and conditions states the following in regards to service availability under section seven:
"Service AvailabilityCoverage 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 weatherOutages and interruption in Service may occur, and speed of Service variesYou 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 orderThe buyer's remorse period is intended for the customer to test the services rendered by *** and the equipment they have orderedWithin this timeframe the customer is able to cancel services and return equipment without penaltyThere 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/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/At this time the only contract for this customer would be with *** directly
The customer is able to purchase new devices through *** directly as they had been advised on 05/07/
Thank You,
Collections Services

November 10, 2014RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** *** complaint and we do appreciate the opportunity to respond to our customer’s concerns.Please be advised that the sales representatives on
our *** campaign are independent contractorsAs such we have an extensive verification process in place which is completed prior to activation ofservices ordered through us as an authorized *** dealerThis verification process includes a recorded verification call where current promotions and order details are reviewed with every customerDuring this verification call every customer is presented with the opportunity to get clarification on any promotions offered by the sales representativeDuring this call *** *** did have questions regarding the term of the buyer’s remorse period but did not inquire about any discount promotions.Per ***’s terms and conditions provided to and reviewed by *** *** on the day of the sale *** 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

RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** ***’ 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 *** servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through *** and/or if the device is returned to *** Fulfillment Center if the line of service is cancelledWhen 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*** *** has not paid for nor returned this device which puts her in breach of the contract.We activated one Apple iPhone 5, one Samsung T99, one LG P769, four LG P769, and one *** 4G Hotspot for *** *** with new lines of service with both voice and data on 08/15/We were notified on by *** that *** *** had multiple cancellations of the services that we activated prior to completing our contract term which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter was sent to *** *** regarding the breach of contract status on 10/07/On 10/17/we contacted the customer and spoke with her regarding the breach of contract It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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, *** *** has not even given us an opportunity to do soAt this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed Thank You, Collections Services

08/05/2015RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** *** complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of
the documents signed at the time of purchase and ordering new T-Mobile servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile and/or if the device is returned to T-Mobile Fulfillment Center if the line of service is cancelledWhen 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*** *** has not paid for nor returned this device which puts her in breach of the contract.We activated the two Samsung G386T and two LG Lfor Nancy *** with new lines of service with both voice and data on 12/11/We were notified by T-Mobile that the services that we activated were cancelled for non-payment which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter was sent to *** *** regarding the breach of contract status on 06/22/2015 & 07/22/*** *** has never contacted us in regards to the breach of contract.Review of our records show that *** *** had provided us two different shipping addresses in the order processThe device was delivered to *** *** *** *** *** ** *** where it was signed for by *Baker per *** records which have been included for your review*** *** was provided the number to our customer service center multiple times in the order process and the devices also included completed cancellation and return instructions which advised to contact our customer service center to cancel services.*** *** did not contact our customer service center until 01/13/which was days after the buyer’s remorse period had ended and days after the devices were deliveredIn this call *** *** advised that she wanted to cancel services and that she would not return our devices unless we provided a return shipping labelOur representative advised that the account was outside of the buyer’s remorse period and we could no longer cancel the account on her behalf, this call was transferred to a manager at *** *** request who reiterated the same information which was also included in the paperwork provided with the devices.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn the interest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, *** *** has not even given us an opportunity to do soAt this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

01/21/2015RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** ***’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 *** servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through *** and/or if the device is returned to *** *** *** if the line of service is cancelledWhen 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*** *** has not paid for nor returned this device which puts her in breach of the contract. We activated one Samsung G386T and one LG Optimus Lfor *** *** with new lines of service with both voice and data on 10/08/We were notified by *** that *** *** had called *** on 10/11/to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed A letter was sent to *** *** regarding the breach of contract status on 11/13/and 12/16/2014.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device costAt this time the customer has indicated that this matter has been resolved and has issued payment for a previously offered settlement amount.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

It is unfortunate the Customer was unable to utilize T-Mobile service, however the 'Terms & Conditions' were provided to her, not only in written format but also a recorded verification call. During this verification, our Customer Service representative actually reads the contract to the Customer, and the Customer verbally acknowledges their understanding at various and several times throughout the call Of the details the Customer acknowledged: Our Company is a 3rd-party retailer of T-Mobile services, they are entering into a 120-day Contract with our Company, the devices are 'activated' prior to shipping and that they are active during the shipping process and this is part of the 120-days, the shipping address is the address we use for ALL communication.We made many attempts, both via US Mail and telephone to have the device retuned and none of our attempts were successful

Re: Venicom Account# *** *** Account # *** Complaint ID#:
*** Dear Sir/Madam, Our Company is in receipt of your correspondence, dated the 3rd May 2016, in-regards to the aforementioned customer Firstly, Venicom Incdba Telecom Management Associates is a 3rd-party representative of *** 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 renderedAdditionally, our Company does not make charges to the Customer, this is the responsibility of *** USA. During the aforementioned 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; in this matter, the *** account was initiated on [03.17.2016], with the mobile device(s) shipping the same day. We have reviewed a total of (4)-four called with this Customer; the first two are the verification calls, in-which neither the sales representative nor the Customer mention this promotionThese calls were performed on [03.17.2016] Unfortunately, the Customer did not reach out to our Company again until [11.29.2016] to rectify the situationAt this time we reached out to *** USA, who was also unable to assist the Customer as too much time had elapsed since activation of the accountThis is clearly a situation, whereby the Customers own inaction caused her to lose out on the issue; if the Customer felt she did not receive something she was promised, she should have reached out in a timespan less than 8-months after the orderWhile she may have attempted contact with the sales representative, her Contract and other Order paperwork clearly states to call the 800# for any issues

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

10/13/2014 RE: CASE#: *** To Whom It May Concern: Thank you very much for providing us with the informationregarding *** ***’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 *** servicesWealso 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 shippedIf these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin days with no penaltyThis 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 days of activeservice with both a voice and internet plan is completed without change fromthe customer directly through *** and/or if the device is returned to theWireless Fulfillment Center if the line of service is cancelledWhen 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*** *** has not paidfor nor returned these devices which put him in breach of the contract. We activated one ** *** *** *** and one *** ***
*** *** *** for *** *** with new lines of service with both voiceand data on 07/28/We were notified on 10/08/by *** that ***
*** had canceled the *** services that we activated which is listed asa breach of contract in the terms and conditions the customer received, whichare enclosedSince *** *** placed his order we have had no contact withour customer until 10/08/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 *** directly. It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activationIn theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, *** has not even given us an opportunity to do soAt this time thecustomer must remain in collections with us until we are able to recoup thecost of the devices sent to himAt this time *** records show that whenrequesting to cancel services *** *** also requested a SIM unlock codefor both devices, this request indicates that *** *** 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

Thank you very much for providing us with the information regarding *** *** 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 ***
servicesWe 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 shippedIf these terms and conditions are not acceptable to the customer they have the option of returning the device within days with no penaltyThis 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 days of active service with both a voice and internet plan is completed without change from the customer directly through *** and/or if the device is returned to *** Fulfillment Center if the line of service is cancelledWhen 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*** *** has not paid for nor returned this device which puts him in breach of the contract.We activated two LG Optimus L90s for *** *** with new lines of service with both voice and data on 08/22/We were notified on by *** that *** *** 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 enclosedA letter was sent to *** *** regarding the breach of contract status on 10/01/On 10/08/we were contacted by the customer regarding the breach of contractSince this time we have also been contacted by *** regarding the misinformation that was provided to *** *** by one of their employees*** has been attempting to resolve the breach of contract that resulted from the rate plan change made by *** *** through *** directly; however this effort is being thwarted by*** *** unwillingness to resolve his account issues.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activationIn 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, *** *** has not even given us an opportunity to do soAt 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

06/16/2015RE: CASE#: ***To Whom It May Concern:Thank you very much for providing us with the information regarding *** *** complaint and we do appreciate the opportunity to respond to our customer’s concerns.This account was activated under a non-contracted
equipment installment planThis account has been cancelled and the equipment returned to T-Mobile for review and refund of purchase price paidThere is no outstanding balance due to Venicom for this account so there is nothing for Venicom to place with a collections agencyVenicom has no business relationship with a collections agency titled “***” but a quick search on Google shows that they are a legitimate collections agency.While we understand that it may be concerning for Donna *** to be contacted by a collections agency the complaint filed does not specify what the collections agency was contacting *** *** forPer the complaints wording *** *** has established that this collections agency has her personal information on file which is not uncommon for a collections agency attempting to collect a debtWhile the T-Mobile account activated by Donna *** through Venicom was linked to her personal information it is not an indicator that this collections agency obtained her personal information from Venicom.As *** *** 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 themThe 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

09/04/
RE: CASE#: ***
To Whom It May Concern:
Thank you very much for providing us with the information
regarding *** *** 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 *** services
The order was placed and contract terms reviewed with *** ***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 shippedIf these terms and conditions
are not acceptable to the customer they have the option of returning the device
within days with no penaltyThis 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 days of
active service with both a voice and internet plan is completed without change
from the customer directly through *** and/or if the device is returned to
*** Fulfillment Center if the line of service is cancelledWhen 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 *** *** ** and two ** *** for ***
*** with new lines of service with both voice and data on 04/02/On
05/07/we received an inbound call from *** *** requesting to
exchange devicesIn this call *** *** 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 activationEvery one of
our customers reviews their order details and early termination fee reimbursement
details in the order process multiple timesInstructions 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 *** ***’s account was completed on
08/10/2014, any further contractual obligations are currently between ***
*** and ***
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