We are in receipt of your letter dated April 2, with regards to the complaint shown aboveThe customer letter you reviewed advised that they are disputing contract cancel charges in the amount of $800.00/contract for contracts that were cancelled by the customer after provisioning work had already been started on each circuitThe customer was informed of these charges via their authorized vendor of choice prior to the charges being levied and they were given days to replace the contracts with contracts of equal revenue valueThe customer did not replace either of the contracts and per the Multi- Service Agreement that they signed as well as the [redacted] Service Guide that is part of that contract and is referenced on the signature page ( please see enclosed copies) the cancel charges were assessed at the end of January The customer was provided a copy of the contracts and the Multi-Service Agreement and the relevant section of the Multi-Service Agreement was highlighted for his benefitIn addition, I had a verbal conversation with the customer where I clearly stated that the charges were valid and upheldWe will not waive these charges as both the Multi-Service Agreement and the *** Service Guide state that once we begin posting critical provisioning dates for the order, if the customer cancels, they are liable for the cancellation charge associated with the contract they signedI have attached the Service Guide reference for your reviewThe cancel charges are also referenced in the Multi-Service Agreement under the Termination section.Thank you very much for allowing us to address this concernSincerely, [redacted] Contract Enforcement Manager
RM retrieval team just responded to my email this morning No one answers at any of the phone numbers, whether for *** or ACC I am still waiting to get return package materials for this router that was disconnected last year
We are in receipt of your letter dated April 2, with regards to the complaint shown aboveThe customer letter you reviewed advised that they are disputing contract cancel charges in the amount of $800.00/contract for contracts that were cancelled by the customer after provisioning work had already been started on each circuitThe customer was informed of these charges via their authorized vendor of choice prior to the charges being levied and they were given days to replace the contracts with contracts of equal revenue valueThe customer did not replace either of the contracts and per the Multi- Service Agreement that they signed as well as the [redacted] Service Guide that is part of that contract and is referenced on the signature page ( please see enclosed copies) the cancel charges were assessed at the end of January The customer was provided a copy of the contracts and the Multi-Service Agreement and the relevant section of the Multi-Service Agreement was highlighted for his benefitIn addition, I had a verbal conversation with the customer where I clearly stated that the charges were valid and upheldWe will not waive these charges as both the Multi-Service Agreement and the *** Service Guide state that once we begin posting critical provisioning dates for the order, if the customer cancels, they are liable for the cancellation charge associated with the contract they signedI have attached the Service Guide reference for your reviewThe cancel charges are also referenced in the Multi-Service Agreement under the Termination section.Thank you very much for allowing us to address this concernSincerely, [redacted] Contract Enforcement Manager
RM retrieval team just responded to my email this morning No one answers at any of the phone numbers, whether for *** or ACC I am still waiting to get return package materials for this router that was disconnected last year