China Telecom Americas

To whom it may concern:Thank you for your fetters dated August 28, regarding the complaints referenced above ConcerningChina telecom (Americas) Corporation's "CTExcel” mobile services (https://www.ctexcel.us).After reviewing the reject reason, we want to state thingsit is customer's responsibility to check the order detailsAll the air-time purchase is non-refundable, which is claimed in the Terms & ConditionsFor the Terms & Conditions, it required the customer scroll through and click the check a box that confirms that they have read the Terms of Service before they can submit the order, We have attached the terms and conditions for you to go through again.For this case, although the customer's request not meet the refund rules, we finally decide to refund her to make her happierThe refund will be showed on the customer's bank account after 3-business days.Our customer Satisfaction is very important to us and we appreciate the fact that you have tight these complaints to our attentionWe will certainly take them into consideration as we continue to try to improve our service,

To whom it may concern:Thank you for your letters dated September 12, regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel” mobile services(https://www.ctexcel.us).However, we note that the complaint concern refunds, particularly in connection with auto renewalsSubscriptions to our service are exclusively offered over our website on a pre-paid basisWe make very clear in the Terms of Service posted on our website that all payments are non-refundableAlso, the automatic renewal option is very conspicuously visible when a customer submits an order, Although it is preselected as a default, it is very easy for a Customer to uncheck the automatic renewal box if they do not want that option.if the customer has difficulty to find the cancel auto-renew button, our all call center is more than happy to help him.For this case, the customer forgot to cancel the auto-renew, we cannot refund him.Our Customer Satisfaction is very important to us and We appreciate the fact that you have brought these complaints to our attentionWe will Certainly take them into consideration as we continue to tryto improve our service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I still haven't received the Sim card yet Regards, [redacted] ***

[redacted] [redacted] I am rejecting this response because: The website of the company didn't fulfill its obligation to warn or remind its customers that it can not recharge in non-integer, and just because I believed in the company that it had a perfect payment process, I paid the bill directly.If the company can't refund for any reasons, I also accept fully compensate Regards, [redacted] ***

Hi the officer of Revdex.com,This is [redacted] with the assigned ID [redacted] After I sent my complaint about the China Telecom Americas at the website of Revdex.com, the company has issued me the refund of $Just let you know of thisThanks so much about your service! I really appreciate it!!Best, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
in the attachment is what the customer service sent me as the stated termsthere's clearly no such term that the business can bind my bank cardbinding bank card should definitely comes with a formal notification rather than some default setting the business assumes customers should know.as for that i'm still using its service, i'm very insecured without a phone to call if emergency happensthe business unreasonably takes money from me and how can I change my service provider without getting the refund?by the way, could you tell me if there're other ways I could file complaints about the business? i'll definitely protect my own rights
Regards,
*** ***

Hello *** ***,YesThe case was closedThank you very much.Best regards,*** **

We feel so sorry about *** **'s dissatisfaction with our service,The customer ** started to using our service from June 9th, He/She talked to us about refunding due to bad signal on August 1st, We refused him/her because we observed the signal was running well through his/her usage
record and he/she's been using our service all the time.In terms of our Service Terms and Conditions, we clearly stated "AIl airtime purchased is non-refundable and non-trånsferable", Before customers submitting their orders from our official website, The Service Terms and Conditions is shown and must be read and checked by customersHence, we believe Customer ** had read our Service Terms and Conditions.The customer provided us his/her credit card number with last four-digit number We couldn't find out his/her payment information through the card numberBut we finally found he/she was using another card with last four-digit number *** and made six payments of dollars at the same day on Dec27th, 2016, That's the reason our customer service rep kept asking him/her account info for verification.Based on the above facts, we believe the refund reason is not valid,Our customer satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attentionWe will certainly take them into consideration as we continue to try to improve bur Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I did complained about bad signal coverageThe signal coverage in where I live is not good but fineHowever, every time I hang out with friends, all my friends' phone still have very good signals while mine is out of service, which have caused me a lot troubles (e.ghard to navigate using google map) Besides, they never told me they refuse to refund because they noticed the signal coverage is goodThey simply don't want to refund and come up with different excuses every timeI talked to their customer service for maybe >times, this is the first time I hear that they refused to refund because they "think" the coverage is goodThe only reason I am still using their services is because I already paid for it, I hope they can refund so I can switch to another company right awayI am talking about the credit card which I paid for > 600$, not 100$(I sent them the transaction history from my bank account.) Since they can find my other bank account information, they should be able to find this as wellIt really upsets me (as a customer) after receiving multiple phone calls for the exact same questionAs for customer terms and conditions, I didn't see any notice or warning when I recharge my sim cardI think it's unfair to customers for not showing these terms/conditions but hide somewhere on their website.Regards,*** **

To whom it may concern:Thank you for your letters dated August 21, regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel' mobile services (https://www.ctexcel.us).However, we note that the complaint concern refunds, particularly in connection with
airtime purchasedWe make very clear in the Terms of Service posted on our website that all airtime purchased is non-rëfundable and non-transferable.Also, the customer has mentioned he is "too confident but careless to check the amount again before place the order "and our customer service already explain him this policy that we cannot refund him or transfer the money, We advise him that he can let his friends to use his sim card if he do not want to use it any more.Our Customer Satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attentionWe will certainly take them into consideration as we continue to try to improve Our Service.Thank you,

To whom it may concern:Thank you for your letters dated September 20, regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel" mobile services(https://www.ctexcel.us).After reviewing the customer Complain, it is quite clear that the customer is not
buy the sim-free phone from *** ***As *** said, the phone is locked by ***, which means the phone is the *** version universal phoneThis case is not related to sim card Service, please check again and help the customer to find *** *** or *** to unlock it,Our customer satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attentionWe will certainly take them into consideration as we continue to try to improve our service,Thank you

We are sorry to hear the Customer Complaint.As checked, the bundle subscription API is not working that timeThe customer need to contact customer service by Calling our customer serviceHowever, the customer sent the email to our no-reply email address, which lead non reply of us,After receiving
this Case, we have helped the customer (***) successfully recovery the month'sservice on 08/04/2017, Now the customer can use our service

To whom it may concern:Thank you for your fetters dated August 28, 2017 regarding the complaints referenced above ConcerningChina telecom (Americas) Corporation's "CTExcel” mobile services (https://www.ctexcel.us).After reviewing the reject reason, we want to state 2 things.1. it is customer's responsibility to check the order details.2. All the air-time purchase is non-refundable, which is claimed in the Terms & Conditions. For the Terms & Conditions, it required the customer scroll through and click the check a box that confirms that they have read the Terms of Service before they can submit the order, We have attached the terms and conditions for you to go through again.For this case, although the customer's request not meet the refund rules, we finally decide to refund her to make her happier. The refund will be showed on the customer's bank account after 3-5 business days.Our customer Satisfaction is very important to us and we appreciate the fact that you have tight these complaints to our attention. We will certainly take them into consideration as we continue to try to improve our service,

To whom it may concern:Thank you for your letters dated September 12, 2017 regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel” mobile services(https://www.ctexcel.us).However, we note that the complaint concern refunds, particularly in connection...

with auto renewals. Subscriptions to our service are exclusively offered over our website on a pre-paid basis. We make very clear in the Terms of Service posted on our website that all payments are non-refundable. Also, the automatic renewal option is very conspicuously visible when a customer submits an order, Although it is preselected as a default, it is very easy for a Customer to uncheck the automatic renewal box if they do not want that option.if the customer has difficulty to find the cancel auto-renew button, our all call center is more than happy to help him.For this case, the customer forgot to cancel the auto-renew, we cannot refund him.Our Customer Satisfaction is very important to us and We appreciate the fact that you have brought these complaints to our attention. We will Certainly take them into consideration as we continue to tryto improve our service.

To whom it may concern;Thank you for your letters dated September 20, 2017 regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel" mobile services(https:www.ctexcell.us).However, we note that the complaint concern refunds, particularly in connection with...

auto renewals, Subscriptions to our service are exclusively offered over our website on a pre-paid basis. We make very clear in the Terms of Service posted on our website that all payments are non-refundable, Also, the automatic renewal option is very conspicuously visible when a customer submits an order. Although it is preselected as a default, it is very easy for a customer to uncheck the automatic renewal box if they do not want that option.If the customer has difficulty to find the cancel auto-renew button, our all call center is more than happy to help him.For the case of claiming do not know the auto-renew, we cannot refund him. In addition, the customer is still using the call and data service, which also cannot refund him. For his convenience, we help him to Cancel the auto-renew now,Our customer satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attention. We will Certainly take them into consideration as we continue to tryto improve our service.

Dear Revdex.com,We’ve reviewed Liu’s complaint to us. We feel so sorry about it.In terms of the logistics information, the Sim Card with 12-month bundles ordered by customer had been sent on time. Because of address problem, the card could not be mailed to customer successfully. Hence, we asked call...

center to make a call to customer for address verification. On Nov. 6th, the customer gave us feedback and requested for a bundle cancellation and return the fee of one package. We have agreed with it and mailed the card on Nov. 15th. Sorry about the lengthy process. Our customer satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attention. We will certainly take them into consideration as we continue to try to improve our service.Thank you,China Telecom Americas Tell us why here...

[redacted] [redacted] [redacted]
 [redacted]
I am rejecting this response because:  The website of the company didn't fulfill its obligation to warn or remind its customers that it can not recharge in non-integer, and just because I believed in the company that it had a perfect payment process,  I paid the bill directly.If the company can't refund for any reasons, I also accept fully compensate.
Regards,
[redacted]

Hi the officer of Revdex.com,This is [redacted] with the assigned ID [redacted]. After I sent my complaint about the China Telecom Americas at the website of Revdex.com, the company has issued me the refund of $19.54. Just let you know of this. Thanks so much about your service! I really appreciate...

it!!Best,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I still haven't received the Sim card yet.
Regards,
[redacted]

Thank you for your letters dated September 27, 2017 regarding the complaints referenced above concerning China Telecom (Americas) Corporation's "CTExcel' mobile services(https://www.[redacted]. [redacted]). This is Jie Z[redacted] from CTExcel from China Telecom Americas. First, I am deeply sorry for what happened...

to [redacted], In terms of the activity rules, customers who participate in our activity should pay 5 dollars as a deposit and the money will be automatically returned to customers' personal account after three days the cardactivated. Considering the SIM card is not working for [redacted]. We would like to refund her to her bank account, The customer will receive her money back in 3 to 5 working days.Our Customer satisfaction is very important to us and we appreciate the fact that you have brought these complaints to our attention. We will certainly take them into consideration as we continue to try to improve our Service,