St Cloud Area Chamber of Commerce

Dear [redacted] ***:This situation reported by [redacted] required additional research and investigation on our part.We were able to make a determination that we can provide service *** [redacted] and have contacted him to set up an installation appointment.We consider this matter resolved at this time.Respectfully,Barb W.Office Manager

July 6, 2015Dear [redacted] ***:Thank you for bringing this matter to our attention and allowing an opportunity for response.Service Electric Cablevision, Inc.’s delinquency disconnection policy reads, in part, as follows and is provided in writing to each of our customers on page two of their monthly statements:Delinquency Disconnection – An account becomes past due after the due date shown on the statement If an account continues past due for more than days, service will be scheduled for disconnectionTo avoid disconnection and a reconnection fee, the entire balance must be paid in full[redacted] made a payment with a representative of our office over the telephone on June 3, At that time she was informed that she still carried a portion of her balance at days delinquent and that she will be days delinquent without another payment or arrangement in place by her next statement print dateOur audio recording of that call reveals that [redacted] ’s response to this information was “I will get that in as soon as possible,” and there was no other request for any other arrangement to be made at that time.We find no other calls or written communication from [redacted] between June 3, and June 23, Her account subsequently became days delinquent on June 23rd and in accordance with our delinquency disconnection policy is now scheduled for a disconnection of all services unless payment is made in full.Sincerely,Barb W.Office Manager

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I have email in which I requested with my first bill , for this company to correct the bill - to allow me a payment arrangementNo RESPONSE WAS GIVEN FOR THAT EMAIL AT ALL, not by email, not by phone , not by regular mailWhen I called their office by phone in between The first bill and June 3rd and asked for a payment arrangement I WAS DENIED, not told what I asked wasn't acceptableI was also told they are an "entertainment company " and that they did not have to give me services when trying to order themWhen I paid the bill on the phone and the male representative stated something about an arrangement , why didn't he offer to give me one ? I would have asked him for oneagain then except on the phone before they denied meTake a listen to all calls to see their exact denial languages - I know what they implied and statedI was billed for a month of service , as they pre bill, when I was connected I used days of that's months serviceI want to check - if they are still charging me a full months services for a month 0r about 24-days of services I NEVER used , they should have never denied me a payment plan, and regardless never denied me a payment planWhen only was stated put me at days delinquent when plus was paid - what portion of that was from what month billable ? ALL MY INTERNET SERVICES WERE PAID IN FULLTHEY STILL CUT THEM OFFI asked them to change my services to internet only They have not PLEASE PUT MY INTERNET BACK ON, BASIC CABLE AT LEAST , FOLLOW YOUR POLICIES FOR ALL CUSTOMERS EQUALLY , GRANT ME MY PAYMENT ARRANGEMENT NOW AND RESTORE MY SERVICES TODAY, A CUSTOMER service repshould do all they are able to legally to keep legal service on, that , in my professional opinion, what they are paid to doI would like months free CABLE AND INTERNET FOR THIS INCONVIENIENCESThank You, Heather Hoffman
Regards,
*** ***

Our non-pay delinquency policy is standard for all customers and is published on the back of each monthly customer statement and work order issued for serviceIt is as follows:"Delinquency/Disconnection- An account balance becomes past due after the due date shown on the statementA late notice
will be included in the next monthly billIf an account continues past due for more than days, service will be scheduled for disconnectionTo avoid disconnection and a reconnection fee, the entire balance must be paid in full...”Mr***'s account was days delinquent when the non-pay disconnect order was scheduledWe required the entire balance be paid in order to cancel the disconnection.On July 10, the customer made payment in full and the disconnection of service was cancelled.Barbara W***Office Manager

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I still have a [problem with the modem slow speeds and not able to get on line with *** wireless this is not a good company to do business with and have to keep calling for serviceLast time I called with slow speeds they checked and found that I did indeed have slow speeds and said that my next door people was probably using there microwave and that was the cause of the speeds being downDuThey have some kind of excuse for all there problemsjust tired of it allAs I am disabled I cannot keep going from room to room and getting on my knees every time I call them and tell them I can't do this and it is there problem they should come and fix itThe one time that I had a problem and they had me unplug the modem and re-plug it I thought that I had it plugged in right that was the only time they came and it was unplugged they did not come a second time to find anything unpluggedI guess they do not want my business and I will tell everyone about my dealings with them hoping they go with someone elseAll I have to say about themI will also keep calling them when I have something wrong with the system
Regards,
*** ***

This is not our service area Please try Service Electric Cablevision. Thank you,*** ***

Dear [redacted]:This situation reported by [redacted] required additional research and investigation on our part.We were able to make a determination that we can provide service [redacted]...

[redacted] and have contacted him to set up an installation appointment.We consider this matter resolved at this time.Respectfully,Barb W.Office Manager

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The first letter from her states a different statement about my account in reference to the same dates and payment and policy. They do not deny they denied me a payment plan when I asked for one. They do not deny they would not fix my bill as I asked them to do. I was billed for services that I did not use nor would be using, and now I have received a bill for 1,500.00 plus in services and fees, even though this is pending with your Bureau. As a paying customer , I deserve to use the services that I paid for as well , not just what they pre-bill. This bill , the new one, is also for services in a month that I was pre- billed. I was shut off for services that I have not even used yet , let alone had a chance to pay for in a weeks time ? 33.41 in question ? Please make them correct this. I did not deserve treated in this unfair fashion from day 1 of ordering service by SOME of their staff. Thank You, [redacted].
Regards,
[redacted]

July 17, 2014Dear [redacted]:On May 27th, 2015 we received an email from the customer as she stated. We replied to her email the same day asking her to call and speak to a representative to set up a payment arrangement.Customer called our office on June 3rd, 2015 and spoke to a representative. She made a partial payment at that time and our representative advised her that on June 23rd another portion of her balance would reach 60 days delinquent and if not paid by then she would be scheduled for disconnection, as per company policy. The customer said ok, indicated she would pay that as soon as possible and thanked the representative.The customer's next statement printed on June 23rd with a portion of the balance again reaching 60 days delinquent. No payment had been posted to the account as of June 23. On June 25th we still had not received payment and the account was scheduled for disconnection to occur on July 8th. Per our previous correspondence, our company’s policy is that once an account has been scheduled for disconnection the entire account balance is due to cancel it. No further payment was made and the account was disconnected.The customer's billing stops effective the day of disconnect. This account billing stopped effective July 8th, 2015.We determine that no credit or free services are due. The customer has unpaid balance for services already used.In order to restart service, the account balance, a reconnection fee and 1 month service in advance is required.Respectfully,Barb W.Office Manager

April 6, 2016Dear [redacted]:Please accept the following response to the above-referenced complaint.[redacted] was an “Internet only” customer from July 15, 2014 until August 7, of 2015 at which time he requested to add a television subscription. He accepted the terms of and participated in our...

“Dish Program,” which offers our customers free installation of services as well as a discounted rate on our fees (based on level of Services taken) for the following year. This benefit if offered to all customers who chose to bring their television services to our company from a satellite provider and requires the customer to sign a one year contract with SECV outlining the imposition of early termination fees should services be disconnected (voluntary or otherwise) prior to the one year term.[redacted] received $84.00 in free installation charges and is being discounted $21.00 per month for his television services under the terms of this agreement. The agreement is set to expire on August 7, 2016.[redacted] telephoned our office on October 26, 2015 and said he could no longer afford his services and asked to have them disconnected. He was correctly advised that should he disconnect his services prior to August 7, 2016 he would be charged an early termination fee of $360.00 according to the terms and conditions of the contract he signed under our Dish program.Since that time he continues to call in “trouble' on his services and demanding that we allow him out of his contractual obligation because of them. As is standard practice we do schedule free, in home tech support appointments and have done so in every instance for [redacted].11/13/15 - called in no picture on a television converter box. We went to his home same day and found the power cord unplugged.11/19/15 – called in no picture on TV in bedroom and scheduled an appointment for the next day. He called back and hour later and canceled that appointment. After determining that the power cord was again unplugged.Despite the power cord being found unplugged on November 13th and [redacted]'s finding it in the same condition on November 19th he demanded a credit from us for the “week of having problems.” In an effort to work with him and promote customer satisfaction we provided [redacted] with one week of credit on this account ($16.00) although we could determine no problem through his services with SECV.12/17/15 - called in no picture on a television in his bedroom. We went out the next day and replaced the box.1/5/16 – called in no picture on two televisions. Refused to troubleshoot to reset the box with a customer service representative and we accommodated a same day appointment for him which is outside our normal practices and procedures. A reset of the box in his home restored the services.[redacted] was given one day of credit for all television services for the January 5th trouble call ($2.66) although he only experienced 6 hours of interrupted services.3/4/16 - called in unable to connect to Internet. We went out same day and found no problem with Internet connection.3/17/16 - called in no picture on all tv's claiming service was out for the entire weekend. Went out same day and found no problem.[redacted] was given three days credit ($8.38) for his 3/17/16 complaint of no service even though we found no problem and again in an effort to promote customersatisfaction.3/30 - called in that he couldn't connect to the Internet although we showed an established connection from the office. Went out same day and replaced the modem.[redacted] was given a five hour credit for Internet (from the time problem reported until time resolved) of $0.30.Our standard business practice is that SECV performs free, in home tech support generally within one business day and, as shown with [redacted]'s account, many times the same day. We also credit for the monetary loss of service as we have also demonstrated here and in [redacted]'s case we have given him credit even when no problem has been found in an effort to work with him and do our best to ensure customer satisfaction.None of [redacted]'s complaints negate the contract he willingly entered into with SECV which requires that he keep our services for the duration of one year set to expire on August 7, 2016 or incur charges of $360.00 in early termination fees.Respectfully,Barbara W. Office Manager

July 6, 2015Dear [redacted]:Thank you for bringing this matter to our attention and allowing an opportunity for response.Service Electric Cablevision, Inc.’s delinquency disconnection policy reads, in part, as follows and is provided in writing to each of our customers on page two of their monthly...

statements:2. Delinquency Disconnection – An account becomes past due after the due date shown on the statement.  If an account continues past due for more than 60 days, service will be scheduled for disconnection. To avoid disconnection and a reconnection fee, the entire balance must be paid in full.[redacted] made a payment with a representative of our office over the telephone on June 3, 2015. At that time she was informed that she still carried a portion of her balance at 40 days delinquent and that she will be 60 days delinquent without another payment or arrangement in place by her next statement print date. Our audio recording of that call reveals that [redacted]’s response to this information was “I will get that in as soon as possible,” and there was no other request for any other arrangement to be made at that time.We find no other calls or written communication from [redacted] between June 3, 2015 and June 23, 2015. Her account subsequently became 60 days delinquent on June 23rd and in accordance with our delinquency disconnection policy is now scheduled for a disconnection of all services unless payment is made in full.Sincerely,Barb W.Office Manager