Venicom, Inc.

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

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

ordering new T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including  in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup our costs only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile. [redacted] has cancelled services outside of the buyer’s remorse period and prior to completion of our contract term which puts him in breach of the contract.We activated the four Apple iPhone 5S and one ZTE ZMax for [redacted] with new lines of service with both voice and data on 12/10/2014. We were notified on by T-Mobile that [redacted] had called T-Mobile on 01/23/2015 to cancel the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed. A letter was sent to [redacted] regarding the breach of contract status on 02/12/2105. On 04/01/2015 we were contacted by the customer and spoke with him regarding the breach of contract.   It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we have offered to review the account in order to offer a settlement that would recover our lost costs; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup our cost of the improperly deactivated account.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

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

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

September 10, 2014 RE: CASE#: [redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted] complaint and we do appreciate the opportunity torespond to our customer’s concerns. First, please be advised that I have...

enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.   We offer our devices at a severely discounted promotionalprice and we are able to recoup the cost of the device only after 120 days ofactive service with both a voice and internet plan is completed without changefrom the customer directly through [redacted] and/or if the device is returned to[redacted] Fulfillment Center if the line of service is cancelled. When acustomer changes anyone of these plans prior to completing their commitment weare unable to recoup this cost and not only unable to profit but actually losethe remaining purchase price we paid for the device. [redacted] has not paidfor nor returned this device which puts him in breach of the contract. We activated one [redacted], andthree [redacted] for [redacted] with new lines of service with both voiceand data on 04/30/2014. We were notified on by [redacted] that [redacted] hadcalled [redacted] on 07/14/2014 to cancel services that we activated which islisted as a breach of contract in the terms and conditions the customerreceived, which are enclosed.  A letterwas sent to [redacted] regarding the breach of contract status on 07/31/2014.On 09/08/2014 we were contacted by the customer and spoke with him regardingthe breach of contract.   It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, Daniel Lunguihas not even given us an opportunity to do so. At this time the customer mustremain in collections with us until we are able to recoup the cost of thedevices sent to him. Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed.    Thank You,   Collections Services

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

T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We activated two Samsung G386T for [redacted] with a new line of service with both voice and data on 02/19/2015. The documentation provided at the time of the sale provides instruction on how to submit the final bill to T-Mobile for the early termination fee reimbursement promotion. As is stated in this paperwork this is applied to the customer’s T-Mobile account as a credit equivalent to the amount paid to their previous carrier for termination penalties, this credit does not cover the entirety of the customer’s final bill. T-Mobile has denied the paperwork submitted to them by [redacted] for the termination fee credit request. We are happy to assist in this matter the best we can. [redacted] will need to contact our customer service center at ###-###-#### to escalate this matter with our customer service team so they may assist in review of this documentation and escalate the request within T-Mobile.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.  Thank You, Collections Services

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 have tried calling them on many occasions.  I even woke up early enough to call them when they opened. I am constantly put on hold. The representatives that actually pick up the phone cant resolve my issue because they do not have the authority to do so. They 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 service. They are not owning up to their promise. Plus, their customer service is NOT the friendliest either. TMobile itself has amazing customer service, but this third party does not.  I am NOT satisfied with their service to me. This problem has been going on since late february. 
Regards,
[redacted]

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 him in breach of the contract. We activated the [redacted] for [redacted] Alze with a new line of service with both voice and data on 09/27/2013. We were notified on by [redacted] that [redacted] had cancelled the [redacted] service that we activated on 10/10/2013 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 and the outstanding $400.00 breach of contract fee on 10/25/2013, 12/02/2013, and 02/06/2014.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; however, [redacted] Alze 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.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new...

T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile and/or if the device is returned to T-Mobile Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract.We activated the Samsung G386T for [redacted] with a new line of service with both voice and data on 03/30/2015. We were notified on by T-Mobile that [redacted] had called T-Mobile on 05/07/2015 to cancel the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.The shipment address was verified with [redacted] in the recorded order verification call. In this same call we do review with every customer that the line of service they have ordered will be activated the day that it is shipped and will be ready to use once received. This information was reviewed with and agreed to by [redacted] at the time of the sale. Upon shipment the [redacted] tracking number was remitted to the email address provided by [redacted] for tracking information. This tracking number shows that it was delivered to the address specified by [redacted] and signed for by the business receptionist on 04/01/2015. [redacted] did not contact us to indicate that there was any issue until 05/07/2015 which was 36 days after the package was delivered. It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

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 .

09/12/2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted]’s complaint and we do appreciate the opportunity torespond to our customer’s concerns.First, please be advised that I have...

enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order, we also ask every customer during this call ifthey understand that they are working with an authorized dealer. The purpose ofthis is to ensure that every customer reads the terms and conditions which arealso reviewed throughout the sales and activations process including in ane-mail sent when the device is shipped. If these terms and conditions are notacceptable to the customer they have the option of returning the device within14 days with no penalty. This is an attempt to avoid this exact situation.  We activated the three [redacted] for [redacted] withnew lines of service with both voice and data on 09/12/2014. On this same day[redacted] was provided with detailed instructions on the information thatneeds to be submitted and how to submit the information to [redacted] for theirearly termination fee reimbursement promotion.Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed.  Thank You, Collections Services

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 5 years.  That was what was supposed to switch over and never happened due to their mishandling and misrepresentation.

September 10, 2014 RE: CASE#: [redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted] complaint and we do appreciate the opportunity torespond to our...

customer’s concerns. First, please be advised that I have enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.   We offer our devices at a severely discounted promotionalprice and we are able to recoup the cost of the device only after 120 days ofactive service with both a voice and internet plan is completed without changefrom the customer directly through [redacted] and/or if the device is returned to[redacted] Fulfillment Center if the line of service is cancelled. When acustomer changes anyone of these plans prior to completing their commitment weare unable to recoup this cost and not only unable to profit but actually losethe remaining purchase price we paid for the device. [redacted] has not paidfor nor returned this device which puts him in breach of the contract. We activated one [redacted], andthree [redacted] for [redacted] with new lines of service with both voiceand data on 04/30/2014. We were notified on by [redacted] that [redacted] hadcalled [redacted] on 07/14/2014 to cancel services that we activated which islisted as a breach of contract in the terms and conditions the customerreceived, which are enclosed.  A letterwas sent to [redacted] regarding the breach of contract status on 07/31/2014.On 09/08/2014 we were contacted by the customer and spoke with him regardingthe breach of contract.   It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, Daniel Lunguihas not even given us an opportunity to do so. At this time the customer mustremain in collections with us until we are able to recoup the cost of thedevices sent to him. Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed.    Thank You,   Collections Services

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.The rate plan of this account was appropriate for the method in which the account was activated. [redacted] received two devices at an extremely discounted rate; the rate plan which was activated is still a valid [redacted] rate plan which is only offered through authorized sales channels providing subsidized equipment. Our records indicate that we never received any contact from [redacted] in regards to broken/defective equipment.All customers are provided instructions for replacement or exchange which can be completed through our customer service center at the number provided within the fourteen day buyer’s remorse period. Outside of the buyer’s remorse period the devices can no longer be exchanged but do carry a one year manufacturer’s warranty.Per [redacted] records the rate plan was changed when [redacted] received two Samsung Galaxy Note Edge devices from [redacted] directly. Devices purchased through [redacted] directly require rate plan change to be setup on an equipment installment plan. [redacted] Thomson had full knowledge that completing a rate plan change in order to purchase different equipment outside of the buyer’s remorse period would result in a breach of our contract as the terms and conditions of our contract were reviewed with and provided to [redacted] for his two separate orders completed through our sales channel.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 costs; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup 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

07/09/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the informationregarding [redacted]’s complaint and we do appreciate the opportunity torespond to our customer’s concerns.First, please be advised that I have enclosed a copy of thedocuments signed at the...

time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.  [redacted] was provided with full cancellation and returninstructions in the welcome paperwork included with the devices as are all ofour customers.The account was cancelled within the buyer’s remorse period andthe device returned. When [redacted] had the sales manager contact us on04/20/2015 the device has not been logged in at that time. [redacted] calledin on 04/21/2015 and was advised that the device has been logged into oursystem and the refund will be processed within the next 7 to 10 business days. Therefund was processed on 04/28/2015 and [redacted] filed a merchant dispute on05/07/2015 against the funds that were already refunded to him resulting in theaccount being placed into our breach of contract process.[redacted] made no attempt to contact us in regards to anissue with the refund processed nor in response to the breach of contractnotice sent to him despite having multiple numbers and email addresses forcontact at that time.The merchant dispute filed by [redacted] was closed in ourfavor and the funds taken from us as a result have been returned. This resolvedall issues on the account which has been removed from our breach of contract process.[redacted] has been informed about this event and is aware that the accounthas been released from breach of contract at this time.Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

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.

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]

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.

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.

I have an estimate that your rep gave to me the first time he came by.  It shows an offer for a rebate on three phones.  I also have text correspondences with him that shows my effort in trying to get the goggles and supports my claim that he submitted the request for them.