A C C Corp.

We received notification from your admin/system administrator confirming receipt of the RMA box to return the *** router and ** *** on Friday September (UPS Trk# ***)Items returned: Model: *** *** *** *** Model: ** *** *** *** Model: ** *** *** *** ***
*. A case has been created for our Billing team to confirm receipt and reverse the chargesPlease allow 2-weeks for resolutionThis request has been expedited for a quicker resolutionYou will receive notification in the mail to the billing address of record.Thank you for your patience

I apologize for the inconvenienceIf the customer can provide me their account number, I will be happy to review their concernThanks, Vicky OService Executive ACC Business

This customer signed a 2 year Managed Internet contract with a monthly recurring charge of $357.00 - the initial bill was rendered on 6/10/16 and the contract term expired with the 5/10/18 invoice. The account was cancel with an effective date of 5/10/2018. The charges remaining on the account are...

for billing dates from 4/11/2018-5/10/2018. You can view the bill details on page 3 of your 5/10/18 statement for invoice#[redacted] which is your final bill for a total amount of $364.42. The account was not billed after the the contract end date of 5/10/18. Please let me know if you have any further questions.

Good morning. Yes we did charge the customer $18,300.00 for router replacement costs.  [redacted] has not received the equipment. A warning letter was sent asking for the return of equipment.  Not until we posted the debit did it get the customer to fully respond. Please review...

attachments of emails and letters send with the RMA# and instructions. Once the equipment is returned, then the charges will be reversed. Thanks, Vicky O. Service Manager Customer Relations

We are in receipt of your letter dated April 2, 2015 with regards to the complaint shown above. The customer letter you reviewed advised that they are disputing contract cancel charges in the amount of $800.00/contract for 2 contracts that were cancelled by the customer after provisioning work had...

already been started on each circuit. The customer was informed of these charges via their authorized vendor of choice prior to the charges being levied and they were given 60 days to replace the contracts with contracts of equal revenue value. The 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 2015. 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 benefit. In addition, I had a verbal conversation with the customer where I clearly stated that the charges were valid and upheld. We will not waive these charges as both the Multi-Service Agreement and the [redacted]  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 signed. I have attached the Service Guide reference for your review. The cancel charges are also referenced in the Multi-Service Agreement under the Termination section.Thank you very much for allowing us to address this concern. Sincerely, [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 [redacted] or ACC.  I am still waiting to get return package materials for this router that was disconnected last year.

Enclosed please find a copy of the letter that was sent via e-mail to Mr.  [redacted] to a valid address on July 11, 2017. The current balance on the account is for the service period of March 11 to June 6, 2017 plus recent late fees. Please review and feel free to contact me if you have any...

further questions or concerns. Best regards,  Stephanie F. Billing Integrity Specialist  ACC Business

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Can you please put my in contact with this contact? 
Regards,
[redacted]

Review: [redacted] signed two agreements with ACC Business for internet services on 10/13/14. Shortly after the agreements were signed and BEFORE ANY site visit, installation, connections, services, etc took place, we decided to cancel the contracts. We took the steps outlined by our account rep to cancel on 11/10/14. Then in February of 2015, we received two letters from ACC, stating that we owed an $800.00 cancellation charge for EACH contract cancelled, due to the orders being cancelled "after critical provisioning dates had already been met." We immediately called ACC, we also sent emails to their contracts department and mailed them a letter via certified mail on 3/11/15 to dispute these charges. NOWHERE on either of the contracts that we signed does it mention ANYTHING about cancellation charges of $800.00, nor does it list any provisioning dates or a time frame within which the cancellation must take place to avoid charges. None of this information is written anywhere whatsoever. To date, our calls and emails have taken us in circles. Either we do not receive a response from ACC, or the customer service rep will direct us back to the contract that we signed. We have sent over copies of what we signed, showing that there is nothing that explains the cancellation policy, and therefore we do not agree to these two $800.00 charges. No one is responding, and nothing is getting resolved.Desired Settlement: We would like the two $800.00 cancellation charges to be waived, due to the fact that we were never made aware of this cancellation policy, and it was never written or outlined on any document that we signed.

Business

Response:

We are in receipt of your letter dated April 2, 2015 with regards to the complaint shown above. The customer letter you reviewed advised that they are disputing contract cancel charges in the amount of $800.00/contract for 2 contracts that were cancelled by the customer after provisioning work had already been started on each circuit. The customer was informed of these charges via their authorized vendor of choice prior to the charges being levied and they were given 60 days to replace the contracts with contracts of equal revenue value. The 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 2015. 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 benefit. In addition, I had a verbal conversation with the customer where I clearly stated that the charges were valid and upheld. We will not waive these charges as both the Multi-Service Agreement and the [redacted] 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 signed. I have attached the Service Guide reference for your review. The cancel charges are also referenced in the Multi-Service Agreement under the Termination section.Thank you very much for allowing us to address this concern. Sincerely, [redacted] Contract Enforcement Manager