Venicom, Inc.

Venicom, Inc[redacted]
Scottsdale, Ariz 85260
Dear Sir/Madam:
face="Times New Roman" size="3">
Our Company is in receipt of your correspondence, dated 16th May 2016, in-regards to the aforementioned customer.
Venicom, Inc. dba 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 rendered. Additionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] USA.
In this matter, the Customer placed an order for (4)-four mobile devices. At the time of order, the Customer's credit card was declined for the promotional cost of devices. With this, the Customer was contacted, and the order was placed manually through [redacted]. Unfortunately, [redacted]'s system automatically generated a 2nd attempt, as per their policy. Our Company is simply more proactive, and attempted to properly service the Customer's account by making a manual activation.
Once the issue was realized, the Customer's credit card had been credited for the original purchase price.
Having reviewed the [redacted] system, the 2nd charge is in the process of being refunded. All Customers are advised of a 5-7 day turnaround; this is not something our Company nor [redacted] has control - it is up to the Customer's Bank/Credit Card company.
This is a sometimes unavoidable and an unfortunate situation. This is a non-issue, as the Customer has previously been advised of the refund and has not been harmed in any manner. Ultimately, the Customer provided insufficient time for either our Company or [redacted] time to respond, before filing a frivolous complaint.
The Customer has been previously been provided a remedy.
Sincerely,
Office of the Controller

Venicom, Inc[redacted]
Scottsdale, Ariz 85260Dear Sir/Madam:Our Company is in receipt of your correspondence, dated 16th May 2016, in-regards to the aforementioned customer.Venicom, Inc. dba 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 rendered. Additionally, our Company does not make charges to the Customer, this is the responsibility of [redacted] USA.In this matter, the Customer placed an order for (4)-four mobile devices. At the time of order, the Customer's credit card was declined for the promotional cost of devices. With this, the Customer was contacted, and the order was placed manually through [redacted]. Unfortunately, [redacted]'s system automatically generated a 2nd attempt, as per their policy. Our Company is simply more proactive, and attempted to properly service the Customer's account by making a manual activation.Once the issue was realized, the Customer's credit card had been credited for the original purchase price. Having reviewed the [redacted] system, the 2nd charge is in the process of being refunded. All Customers are advised of a 5-7 day turnaround; this is not something our Company nor [redacted] has control - it is up to the Customer's Bank/Credit Card company.This is a sometimes unavoidable and an unfortunate situation. This is a non-issue, as the Customer has previously been advised of the refund and has not been harmed in any manner. Ultimately, the Customer provided insufficient time for either our Company or [redacted] time to respond, before filing a frivolous complaint. The Customer has been previously been provided a remedy.Sincerely,Office of the Controller

04/16/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of...

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

Our Company has reviewed the Customer's complaint, and would point out, [redacted] made the charges to the Customer's account (as per normal process), not our Company. We have no control over the actions of a separate entity and this complaint should be directed (if at all) to [redacted]. The Customer...

initiated service, and later chose to cancel [redacted] services and return the devices. While he was in-possession of the devices, he had yet to be charged by [redacted]. Once the Customer chose to cancel, the account (and subsequent process) was already in-motion and cannot simply be immediately stopped. [redacted] process was followed; the account was notated, cancelled and those processes take place. Once a tracking# is received, and/or 7-days post cancellation [redacted] begins looking for the devices. Refunds are not processed immediately. In-fact, Customers are advised at the time of cancellation [redacted] policy is to issue refunds with-in 30-90 days depending upon the manner in-which devices/services were paid. This eliminates fraud such as customers paying, disputing charges and simultaneously requesting a refund. In this matter, the Customer returned the devices, however delayed shipping either by Customer or the Shipper is at issue, not anything [redacted] (or our Company) failed to do.

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.
I called them, because they keep saying they have been trying to reach me. I got the same guy [redacted], as last time and he was just as rude as last time. Wouldn't let me talk. He said they would credit us $ 88.00 dollars for all 5 cell phones we returned. If that's all they want to give us, send the phones back to us they can keep the $ 1479.95 we bought them for and we will pay the $2000.00 cancelation fee. Which is just rediculous that we would have to pay. Or refund the $ 1479.95 keep the phones and we will pay the $ 2000.00 cancelation fee. Or just credit the $ 1479.95 and we will pay the difference of $520.05.
Regards,
[redacted]

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

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

01/21/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of...

the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated one Samsung G386T and one LG Optimus L90 for [redacted] with new lines of service with both voice and data on 10/08/2014. We were notified by [redacted] that [redacted] had called [redacted] on 10/11/2014 to cancel the lines of service that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 11/13/2014 and 12/16/2014.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost. At this time the customer has indicated that this matter has been resolved and has issued payment for a previously offered settlement amount.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

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

RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted] complaint regarding [redacted] account and we doappreciate the opportunity to respond to our customer’s concerns.First, please be...

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

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

Our Company has reviewed the Customer's complaint, and would point out, [redacted] made the charges to the Customer's account (as per normal process), not our Company. We have no control over the actions of a separate entity and this complaint should be directed (if at all) to [redacted]....


The Customer initiated service, and later chose to cancel [redacted] services and return the devices. While he was in-possession of the devices, he had yet to be charged by [redacted]. Once the Customer chose to cancel, the account (and subsequent process) was already in-motion and cannot simply be immediately stopped. [redacted] process was followed; the account was notated, cancelled and those processes take place. Once a tracking# is received, and/or 7-days post cancellation [redacted] begins looking for the devices. Refunds are not processed immediately. In-fact, Customers are advised at the time of cancellation [redacted] policy is to issue refunds with-in 30-90 days depending upon the manner in-which devices/services were paid. This eliminates fraud such as customers paying, disputing charges and simultaneously requesting a refund.
In this matter, the Customer returned the devices, however delayed shipping either by Customer or the Shipper is at issue, not anything [redacted] (or our Company) failed to do.

Venicom Account# [redacted] Account# [redacted]
Complaint ID# [redacted]
 
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 [redacted] for any status, support, or post-sale questions. [redacted] retail stores and 1.800.[redacted] 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 [redacted] no longer offers the product/promotion. This is a very unfortunate situation, but we are unable to intercede 8-months post sale, especially given the Customer never contacted our Company. If the Customer were proactive, we would have been able to assist and seek a resolution.
Our Company performed per the Contract. Once 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 not.
Again, we extend our apologies, and consider this matter resolved.

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.
Regards,
[redacted]
please find attached documents which show the initial paperwork w by the salesperson [redacted] who gave me an office number incase of any problems (see top of page) however I was never able to spaek with him again and it seemed then that there was another company involved, very confusing.
Please note that this part of the agreement was signed on 6/5/2014. please not authorization was given by me to deduct $299.00 for the new device.Also see attached bank statement showing that deduction of $299.00 0n 6/9/2014. I would like to note yet again that I told [redacted] that I would be out of town on business from the 6/9/14 to 6/17/14 it was on my return that the package was waiting for me and on opening was found to be  in damaged casing band unsealed the package was signed for by [redacted].
After trying to get help from office number [redacted] and the fulfillment center it was deemed the phone did not work as well as being damaged slightly on back and small water mark on front screen. I have to wonder how many of my calls were recorded at each time I called the various numbers.

My complaint is not the fact that this salesman didn't tell me he worked for Venicom, maybe the lady on the phone did  when I confirmed the order, but he DID NOT. My complaint is that he told me once I received the phones, as a business account, I'd have 45 days to try T-Mobile and I could cancel at anytime within the 45 days. I have witnesses who heard this, and he also told the owner of the business next door, the exact same thing. I do not have in writing about the 45 days, but I do have several witnesses that were standing right next to me when he said this. I did not call the company on 10/18/16 to cancel. The first time I called was on 11/09/16. On that day was when I was informed about Venicom. Over the next few days I got conflicting answers from Venicom and T-Mobile on what I could do about this account. All I wanted was to cancel my service and send the brand new phones back and be done with T-Mobile and Venicom. This company needs to inform their salespeople not to LIE to potential consumers in order to get them to switch phone carriers.

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

please be advised that I have enclosed a copy of the
documents signed at the time of purchase and ordering new [redacted] services. We
also completed a recorded order call with the customer where the same terms and
conditions were discussed and customer was requested to acknowledged and agree
prior to process of the order.  The
purpose of this is to ensure that every customer reads the terms and conditions
which are also reviewed throughout the sales and activations process including
in an e-mail sent when the devices are shipped. If these terms and conditions
are not acceptable to the customer they have the option of returning the device
within 14 days with no penalty. This is an attempt to avoid this exact
situation. 
 
We offer our devices at a severely discounted promotional
price and we are able to recoup the cost of the device only after 120 days of
active service with both a voice and internet plan is completed without change
from the customer directly through [redacted] and/or if the device is returned to
[redacted] Fulfillment Center if the line of service is cancelled. When a
customer changes anyone of these plans prior to completing their commitment we
are unable to recoup this cost and not only unable to profit but actually lose
the remaining purchase price we paid for the device. [redacted] has not paid for
nor returned the devices which put him in breach of the contract.
 
We activated the three Apple iPhone 5C and two Apple iPhone
5S for [redacted] with new lines of service with both voice and data on 02/07/2014.
We were notified on by [redacted] that [redacted] had cancelled the services that
we activated on 05/05/2014 which is listed as a breach of contract in the terms
and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the
breach of contract status on 05/12/2014. On 05/16/2014 we contacted the
customer and spoke with him regarding the breach of contract.  
 
It is standard industry practice to offer reduced device
costs in exchange for new contracted lines of services activation. In the
interest of resolving this matter, we are willing to work with the customer by
offering a settlement that would recover the device cost; however, [redacted]
has not even given us an opportunity to do so. At this time the customer must
remain in collections with us until we are able to recoup the cost of the
device sent to him.
 
Please do advise us of your findings regarding this matter.
Again, I would like to thank you for the opportunity to respond to this
complaint and encourage you to call with questions and/or if any further
information is needed.
 
 
 
Thank You,
 
 
Collections Services

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

Thank you very much for providing us with the information regarding [redacted] 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

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.