Venicom, Inc.

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.Per review of T-Mobile systems for this account *** *** has received credits to her account in the amount of $On 03/27/a credit in the amount of $was applied to the accountOn 04/12/a credit of $was applied to the account and on 04/16/a credit of $was applied to the accountAll of these credits were applied to *** ***’s T-Mobile bill cycle closing 04/19/prior to the opening of this complaintI have attached the cover page for this billing cycle showing the credits applied.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

Revdex.com:
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,
[redacted]

Re: Venicom Account# [redacted]
""> [redacted] Account # [redacted]
Complaint ID#: [redacted]
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 [redacted] services and equipment; this fact is made clear to all customers; not only by the sales representative, but through a recorded verification telephone call performed prior to services being renderedAdditionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] 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 [redacted] 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 [redacted] 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

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

ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 10/09/2014. We were notified on 11/30/2014 by [redacted] that the services we activated had been cancelled for first payment default which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 12/17/2014, 01/16/2015, and 02/16/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

The Customer initiated T-Mobile services on [02.15.2015]; for (1)-one line-of-service. At the time of order, the Customer agreed to receive a mobile device at 'No Cost', in exchange for a 120-day contract with our Company - as we are a 3rd party retailer of T-Mobile services. After activation,...

the Customer accepted the 'No Cost' device and we never heard from them until [09.16.2016] when they began to receive calls from our Collection Agency.  Prior to placement with collections, our Company made many attempts to contact the Customer to resolve the matter. Unfortunately, the Customer did not respond to our (3)-three letters. By accepting the 'Terms & Conditions' of the Contract, the Customer agreed to maintain active service for 120-days from activation. In this matter, the Customer accepted the 'No Cost' device, and never paid the T-Mobile billing. If there were an issue with the service, per the signed Contract, the Customer was to contact our Company. In this matter the Customer never contacted our Company, nor T-Mobile, as the account was cancelled for First Payment Default, which means the Customer simply disappeared and absconded with the product and/or services. The Customer states they "assumed that all was null and void" as they did not receive a billing from T-Mobile; in-fact, the Customer received (5)-five bills from T-Mobile and did not pay any. Even if the Customer did not receive a bill (for services they knowingly agreed) it is irresponsible and/or short-sighted to simply ignore the matter and retain a mobile device, for-which they did not pay. Our Company fulfilled its obligation to the Customer, the Customer did not notify our Company or T-Mobile of any issue; as they have admitted " Because I never received a bill and because I never utilized the service I assumed that all was null and void". So they simply acted as if the entire incident never occurred, instead of reaching out and settling the matter.

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. Additionally, our Company did reach out to Mr. [redacted] and attempted to resolve the matter on [01.29.2015]. It was explained, he was in Breach of Contract, as he changed his rate plan within the 120-day contract period, directly through T-Mobile. It was explained to him on [09.10.2014] - Contract initiation - all changes must be made through our Company; unfortunately, this did not occur, and his failure to abide the signed contract (attached) resulted in T-Mobile not compensating out Company for the account. We did attempt to assist Mr. [redacted] in a payment arrangement, however he stated he would 'call us back'. At this point, our representative advised the account was scheduled to be sent to Collections on [02.15.2015].  Our Company, not only spoke to Mr. [redacted], in-regards to this matter, but sent (3)-three letters (attached); he chose to not respond. It is an unfortunate situation, however our Company has sustained a loss in excess of $1600 on the account, and made every attempt to amicably resolve the matter. We were willing to work with him, however he declined our efforts, and we are allowed to recoup our losses. Please let us know, should you require any additional information.

[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.]
Revdex.com:
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,
[redacted]

08/05/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have...

enclosed a copy of the documents signed at the time of purchase and ordering new T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile and/or if the device is returned to T-Mobile Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract.We activated the two Samsung G386T and two LG L90 for Nancy [redacted] with new lines of service with both voice and data on 12/11/2014. We were notified by T-Mobile that the services that we activated were cancelled for non-payment which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 06/22/2015 & 07/22/2015. [redacted] has never contacted us in regards to the breach of contract.Review of our records show that [redacted] had provided us two different shipping addresses in the order process. The device was delivered to [redacted] where it was signed for by *. Baker per [redacted] records which have been included for your review. [redacted] was provided the number to our customer service center multiple times in the order process and the devices also included completed cancellation and return instructions which advised to contact our customer service center to cancel services.[redacted] did not contact our customer service center until 01/13/2015 which was 19 days after the buyer’s remorse period had ended and 24 days after the devices were delivered. In this call [redacted] advised that she wanted to cancel services and that she would not return our devices unless we provided a return shipping label. Our representative advised that the account was outside of the buyer’s remorse period and we could no longer cancel the account on her behalf, this call was transferred to a manager at [redacted] request who reiterated the same information which was also included in the paperwork provided with the devices.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

Our Company is in receipt of your correspondence, dated the 16th November 2016, 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. Additionally, 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 account. At 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-Mobile. This information was never provided, nor is it our policy to remind the Customer.               The Customer, then again, called on [11.07.2016] enquiring about cancellation. The 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 [redacted], [redacted] or at the above address.

November 4th, 2014 RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of...

the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 04/25/2014. We were notified on by [redacted] that [redacted] had changed the rate plan that we activated through [redacted] on 08/16/2014 to which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 09/24/2014. On 09/29/2014, 10/30/2014, & 11/03/2014 we received inbound calls from [redacted] regarding the breach of contract and advised of the reason for breach of contract.  It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

10/08/2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the...

documents signed at the time ofpurchase and ordering new [redacted] services. We also completed a recorded order callwith the customer where the same terms and conditions were discussed and customer wasrequested to acknowledged and agree prior to process of the order. The purpose of this isto ensure that every customer reads the terms and conditions which are also reviewedthroughout the sales and activations process including in an e-mail sent when the deviceis shipped. If these terms and conditions are not acceptable to the customer they have theoption of returning the device within 14 days with no penalty. This is an attempt to avoidthis exact situation.We offer our devices at a severely discounted promotional price and we are able torecoup the cost of the device only after 120 days of active service with both a voice andinternet plan is completed without change from the customer directly through [redacted]and/or if the device is returned to [redacted] Fulfillment Center if the line of service iscancelled. When a customer changes anyone of these plans prior to completing theircommitment we are unable to recoup this cost and not only unable to profit but actuallylose the remaining purchase price we paid for the device. [redacted] has not paid for norreturned this device which puts her in breach of the contract.We activated the [redacted] for [redacted] with a new line of service with bothvoice and data on 10/09/2014. We were notified on 10/17/2014 by [redacted] that she hadchanged her rate plan that we activated which is listed as a breach of contract in the termsand conditions the customer received, which are enclosed. A letter was sent to [redacted]regarding the breach of contract status on 10/30/2014 & 12/02/2014. [redacted] has notresponded to any of our notices until filing complaint with the Revdex.com.It is standard industry practice to offer reduced device costs in exchange for newcontracted lines of services activation. In the interest of resolving this matter, we arewilling to work with the customer by offering a settlement that would recover the devicecost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup the cost of thedevice sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thankyou for the opportunity to respond to this complaint and encourage you to call withquestions and/or if any further information is needed.Thank You,Collections Services

To Whom It May Concern:
 
The credit card provided by [redacted] for up front device charges was processed in the amount of $299.99 on 06/05/2014. [redacted] [redacted] has stated multiple times that she has photographs of the device and packaging in its received condition. We have requested this documentation but have never been provided any photographs of the packaging or device.
 
As is referenced by [redacted] our customer service number was on the order paperwork provided to her on the day of the sale. We completed a recorded order verification call with [redacted] in which we reviewed the order, our contract terms and conditions, advised to contact our customer service center for any issues, and advised that the device would be active & ready to use when shipped.
 
On the day of the sale we never received any request of a delayed activation/shipment for this order.
 
The device was activated and shipped as was agreed to by [redacted].
The device was delivered to, signed for, and accepted by a company representative at the address provided by [redacted].
Our records indicate that [redacted] had no issues in contacting our customer service center using the number provided in the order paperwork to request a number port on 06/17/2014 which coincides with the return date given in [redacted]’s rebuttal.
In this call on 06/17/2014 [redacted] advised that the device packaging was damaged but the device itself was not damaged.
 
At this time the account must remain in our breach of contract process until we are able to recover the cost of the damaged equipment.
 
Thank You,
 
 
Collections Services

We are sorry the consumer did not find the services and phone satisfactory.  We are a fulfillment house for T-Mobile orders only at this time and did not supply the equipment.  This was supplied by T-Mobile directly upon activation of his order.  I would recommend the consumer contact...

T-Mobile customer care for the replacement cost he is seeking for refund as this was not charged by Venicom, but by T-Mobile.I am sorry we could not be of more assistance in resolving the consumers issue, but again his complaint is with T-mobile and not Venicom.

whIle I understand that t-mobile made the charges, those charges were based off your warehouse inefficiency. The devices were received November 28, 2016 and your company opened a 'handset research form' as a result of your inability to track my package. Blaming slow working on a shipper is a pawn off and it's unacceptable. Your company had one month to scan my devices in before t-mobile charged me. So had your warehouse done it's job in a timely manner, I wouldn't be facing these charges at all. Everything ultimately boils down to your Waterhouse.

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

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

07/08/2014
 
RE: CASE#: [redacted]
 
To Whom It May Concern:
 
Thank you very much for providing us with the information
regarding [redacted]’s complaint and we do appreciate the...

opportunity to
respond to our customer’s concerns.
 
First, please be advised that I have enclosed a copy of the
documents signed at the time of purchase and ordering new [redacted] services. We
also completed a recorded order call with the customer where the same terms and
conditions were discussed and customer was requested to acknowledged and agree
prior to process of the order.  The
purpose of this is to ensure that every customer reads the terms and conditions
which are also reviewed throughout the sales and activations process including
in an e-mail sent when the device is shipped. If these terms and conditions are
not acceptable to the customer they have the option of returning the device
within 14 days with no penalty. This is an attempt to avoid this exact
situation. 
 
We offer our devices at a severely discounted promotional price
and we are able to recoup the cost of the device only after 120 days of active
service with both a voice and internet plan is completed without change from
the customer directly through [redacted] and/or if the device is returned to [redacted]
Fulfillment Center if the line of service is cancelled. When a customer changes
any one of these plans prior to completing their commitment we are unable to
recoup this cost and not only unable to profit but actually lose the remaining
purchase price we paid for the device. [redacted] has not paid for nor
returned these devices which puts him in breach of the contract.
 
We activated the one Kyocera Hydro Xtreme and three LG L90
for [redacted] with new lines of service with both voice and data on 06/04/2014.
Please be advised that the paperwork completed and retained by [redacted]
on the day of the sale clearly states ‘Only [redacted] phones will work with
[redacted] SIM cards. No other carrier’s phones will function with the new
service.’.
 
It is standard industry practice to offer reduced device
costs in exchange for new contracted lines of services activation. In the
interest of resolving this matter, we are willing to work with the customer by
offering a settlement that would recover the device cost; however, [redacted]
[redacted] has not even given us an opportunity to do so. At this time the
customer must remain in collections with us until we are able to recoup the
cost of the devices sent to him.
 
In review of this account since receiving the Revdex.com complaint
notice we have been able to escalate with [redacted] to have the account
cancelled under ‘no install’. A no install cancellation means that all charges
for the account are to be credited back leaving a $0.00 balance for the
[redacted] services rendered to [redacted].
 
While we are willing to work with [redacted] in any way
that we can unfortunately three of the four devices retained by [redacted]
have been used in excess of the fourteen day buyer’s remorse period and are no
longer able to be sent to our equipment vendor for return credit.
 
Please do advise us of your findings regarding this matter.
Again, I would like to thank you for the opportunity to respond to this
complaint and encourage you to call with questions and/or if any further
information is needed.
 
 
 
Thank You,
 
 
Collections Services

November 4th, 2014 RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be...

advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 04/25/2014. We were notified on by [redacted] that [redacted] had changed the rate plan that we activated through [redacted] on 08/16/2014 to which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 09/24/2014. On 09/29/2014, 10/30/2014, & 11/03/2014 we received inbound calls from [redacted] regarding the breach of contract and advised of the reason for breach of contract.  It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

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]
[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

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