4G Wireless 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 request what I was told at the initial time of purchase: I was told that if I cancelled the service within two weeks, I would not be charged for the restocking fee.  When I called customer service for this matter, I was told that [redacted] was going to credit me back for the restocking fee.  When I received my statement, I was charged for data over usage.  I dispute this charge because I was not introduced to these charges.  Please note that not all mobile service providers charge for data over usage.  During my last call, the rep told me that after three days, the restocking fee cannot be refunded.  Thus, I qualify for two times of restocking fee refunded: I exchanged my phone to a new model because my initial phone did not support features that I needed.  I did my exchange the next day and was charged for a restocking fee.  All that I'm saying is that I want what I was promised and told by various people and not be charged for something that has not been introduced to me.  I believe my request is reasonable.  Please let me know what I need to provide so that [redacted] can work with me.
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.The footage will show that your sales person - [redacted] did NOT explain the equipment payment plan to my husband.  The footage will show that at NO time did the salesperson explain the cost of the iphones.   The footage will show that the salesperson did NOT explain the monthly cost of the equipment payment plan.  The footage will show that NOT once did the salesperson state how much each phone was going to cost a month or that there was an actual monthly equipment cost for each phone.   We are willing to meet with the store manager, district manager, regional manager AND/OR the President for 4G Wireless, [redacted]. I reached out to [redacted] three times in the past 10 days and have left detailed messages for him or his assistance to return my calls. For my records, I have screenshot of my calls to his office (which shows the call, time and date). Again, I've had NO one returning my calls. On Dec 3, 2015 at approximately 1:30pm, [redacted] (the store manager) called me back and we spoke regarding this horrible experience and I shared with her the status of this complain. The reason I called was to ask her to please send a copy of 1 of my 2 receipts by email.  There was no follow up with the email. If needed, my husband and I are ready to review the four hour PLUS footage WITH Small Claims. 4G Wireless should be embarrassed with the lack of respect and integrity.  Your responses have been so vague and have no truth behind any of them.  If the footage is so conclusive then there should be no issue OR excuse with showing us that footage.  We wait for a phone call from the store manager or district manager to schedule a time to review the footage.VERIZON WIRELESS CORPORATE OFFICE IS WORKING WITH US TO REACH A SATISFACTORY RESOLUTION.
Regards,
[redacted]

This is something that I am currently
working with a regional account manager with fixing. Sometime today or tomorrow
(1/7/2015 or 1/8/2015) we will be attempting to switch the customer’s lines to
the plan he wants. This would require the customer to return to the store to
sign a different...

agreement in which he doesn't pay monthly for the phones, and
instead pay upfront.

The charges to the account are not
fraudulent, as the customer decided to keep the equipment instead of returning
it within the 14 days like we recommended. The $100 promotion only existed for
the note 4 which the customer did not decide to go with as its monthly cost was
too much. The phone is still under a 1 year manufacturer warranty where Verizon
will replace it free of charge. You can contact their technical support team at
[redacted]

Firstly, I'd like to apologize for the inconvenience of the situation. We would like to give a full refund to you due to the complications the store put you through. Please contact myself through email at [email protected], or by phone (949)331-1848 whenever it is convenient for you,...

and I will take care of it immediately.Warm regards,Customer support

Good morning,
After reading this
complaint, we would like to assist in a past 14 day return of the device. Please
send an email to [redacted] where I can instruct you one
the next step to take care of this problem.
warm regards,

Dear Mr. or Ms. at 4gwireless,Please see the Revdex.com email below this one.I request the full refund of $100 to my credit card and not $50 but an extra $150 total= $250 which does not even approach the true cost of my 10 hours of time and my young daughters disappointment for this Christmas gift you sold to someone else, double dipping causing me to:1. call at least 10 times to your store2. getting through 4 times after December 1 being told the phone was not delivered yet every week in December3. traveling twice for a total of 28 miles to and from your store, assured by the staff that the manager would personally call me which never happened.4. calling verizon to complain x3 and ordering the same phone from them they directly mailed to us which is what you should have done.We have 6 phones on our accounts and not one of them received a call from your store.People at Verizon said you received the phone Dec. 1, signed for by Mr. [redacted] and you likely had a cash customer you sold it to as we were on the EDGE program.With all calls electronically individually listed on our bill and yours I am certain we can show in writing us calling you and you NEVER calling us. Can you send us a copy of your phone bill where you called any of our 6 Verizon phone numbers?Please advise me as to how you will post $250 back into my credit card.Thank you.Sincerely,[redacted]Local Office:  ###-###-####  Local Cell:      ###-###-####Fax:                 ###-###-#### [redacted]
[redacted]

We would like to resolve this issue by Refunding $100 of the $310.98 total back to the customers card. Please inform the customer that they may contact me at [email protected], or they can reach me at my desk by calling (949) 311-1848. We usually can handle rebate issues like this the...

day the customer reaches out.

The team at the store had reached out to
the customer multiple times within a 5 day span to get them their phone. It is
not in our company’s interest to not sell a phone to a customer, as this would
defeat the purpose of having our stores. After days of not receiving a response
the phone is...

removed from the order, and eligible for selling to another phone
number. Unfortunately, the stores do not have authorization to manually process
refunds over the phone, or convert refunds to cash and have a check sent out.
Please reach out to my Desk at 1-949-331-1848 and I can assist in refunding
your deposit back to your card, and apply a $50 credit to the account for the
inconvenience. You may also contact me at [email protected]

I apologize for the service that you received at our national city location. I will go ahead and allow a full return of all the equipment and accessories with the manager present or not. We will be handling the representatives actions internally through our human resources department.Please contact...

me directly at [redacted] so we can schedule an appointment for your return.

Good morning,This customers case was submitted up to our corporate office, and was finished being reviewed at the end of last week. We should be receiving approval for the $200 credit within the next day or two. the credit should be applied this Friday or Monday at the latest once we receive final...

approval.kind regards,

We reviewed the footage
and confirmed the representative disclosed to the account owner (the husband)
how the device payment programs worked. Our representative also explained that
because Verizon was going to be letting them out of their contracts to get these
new phones, Verizon requires that...

they send their devices back to them.
This information was
disclosed to yourself after returning from your vacation over the phone as I
stood behind the employee as she made the call in case she needed my
assistance. We will be standing by the video footage and denying any request
for a return or credits.

Unfortunately, footage shows that you were not in the store when your husband was disclosed the details of the edge agreement. I apologize that Our customer service representative was not able to answer all of your phone calls immediately as she handles all of our customer service phone calls and can only hand one call at a time.we will be standing by the footage on file where all the details of the DPP was explained as well as the devices being sent back to Verizon.

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.Although all my issues with 4G Wireless have been resolved as they say,  it was my action going directly to Verizon Wireless Corp Fraud Division to make the corrections due to 4G Wireless not responding.   4G Wireless took no responsibility.   Close if you like but the business did not fulfill their responsibilities. 
Regards,
[redacted]

Good morning,The terms of the agreement that were
signed and provided at the point of sale acknowledge that you discussed this
device coming with a new two year agreement. We understand there must have been
an error in the process of removing your old Hotspot that came with the same two...

year contract
when originally purchased. What I can do is contact the account manager of the
area and has the old Hotspot removed
as well as credit the months you were charged for 2 Hotspot, instead of the 1. Warm regards,

This incident, like all of our complaints has been reviewed
with our in store A/V system. In the video I have confirmed that the customer
was disclosed that the device would be added to the account and come with a $10
a month charge.
When we sell devices like this for free, the remaining...

cost
is subsidized because an agreement is being signed. This device has a cost of
$375 if it were to be purchased without a contract. The customer agreed on her
receipt that if the devices contract was terminated before 181 days that we are
authorized to debit the customer’s account for the amount of the devices cost.
One thing I found that we are at fault for was non-disclosure
of the activation fee that caused the customers first bill charge of over $50,
and for that we will be crediting the account $50 on Friday November 20th.
Beyond that, we find no fault with the sale or what took
place after the cancellation of the line and will not be reversing the $375
charge.

Good afternoon,Unfortunately, the request to have the credit increased $100 was
denied. I do not have access to our individual store call records, but I do
know these would be mirror on your Verizon wireless monthly statement. The $100
that was placed on deposit can be returned to the card by either visiting the
store to having the location process it immediately or I can have it refunded
as a check and sent to your location of choice. The remaining $50 credit would
be applied to your monthly bill.
Regards,

Today we will be issuing a credit directly to the account for the
$300 trade in promotion. In regards to the two $200 rebates, we are waiting for
LG to send out the rebates to the customer which can take anywhere from 1-3
months. If this has not happened within that time frame then we will credit...

the
remaining amount to the customer’s account.