Access Media 3

Due to the inconvenience related to the installation, we refunded $to the customers VISA - [redacted] on 11/16/The technicians supervisor is also investigating this occurrence

We apologize that you could not fully enjoy your TV services due to the missing channelsI agree that is not fair that you should have to pay full cost when you did not have the full use of your programmingWe are no longer servicing the property, but due to this inconvenience we will be refunding $to your credit cardPlease email all of your information (name, address including unit number, phone number) to [redacted] @am3inc.com so that we can begin to process this refund

We sincerely apologize for the TV issues caused by the delay in transponder repairsIn addition to the $credit we have already posted to your account, we will be applying an additional $dollars for this inconvenienceAlso, the technician will be there Friday October between 2pm-6pm to resolve your TV issuesHe will also remove the DVR service per your requestOnce again, we are very sorry for this experience and will ensure that it does not happen again

My case was resolved (I signed off) but Access Media never credited my my Discover Card accountA couple of months ago I did request a new account/card from Discover due to questionable charges to my accountIf Access Media did try to credit my old Discover account, naturally - given their horrible reputation - they never contacted me nor apparently Revdex.com (total amount to be credited was >$90)I will be happy to give them my new account number, but then I won't hold my breath Credit from Access Media to my newer Discover Card account

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] P.SThe Directv boxes were payed bye me out of my Credit Card on File with them, there tech took the boxes and no one knows where they are(4boxes) As fore the MGR [redacted] FROM ACCESS MEDIA was very RUDE

The customer had multiple Internet Installation appointmentsOn 1/27/2016, our tech determined the apartment did not have any wires connected to any outletsIt was referred to maintenance for 2/1/Unfortunately, we are contracted to service the property on Wednesdays and ThursdaysThe 2/ appointment was missed and the customer was refunded the $installation fee2/there was a major outage and our technician did not make this job2/the installation was complete2/the customer is experiencing slow Internet issues and is scheduled for 2/ This situation was unacceptable and is not how we practice For the inconvenience, we refunded the $installation feeIn addition, the customer will get free months of Internet serviceThe confirmation number is [redacted]

We have no record of a phone or Internet cancellation in MayThe first cancellation request was submitted online on 12/14/In order to remove the charges, we will need proof that the customer did not live in this residence after MayThis will validate that the customer was not receiving servicesOnce satisfactory proof is received, the account will be corrected

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

We apologize for the difficulties that [redacted] experienced while signing up for servicesThe fees that you are referring to are receiver prices charged by [redacted] unfortunately we cannot adjust their pricingFurthermore, [redacted] is not authorized to perform installations at your locationWe are the [redacted] installers for E Huron and our first time installations are free at this locationGenie installations require additional equipment and a specialization installation so it is not included in this promotionBesides Internet, the installation fee is the only fee charged by usWe cannot adjust [redacted] prices, but due to the inconvenience related to our call center we will be giving you a free month of our 20mpbs Internet speedThis will begin 10/and you will receive an email when this is complete

This customer has been working with our Executive Care team. We will be refunding back the $199 installation fee. The confirmation number is [redacted] .

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

*** *** provides free local channels to residents as part of the amenityThere is no additional charge for thisThe customer paid the mandatory $installation fee on 1/9/to install the Internet The first bill (2/2/15) was an error and the customer was charged $for
basic cable serviceThere will be refund of $to his credit card for this erroneous charge.
The $basic cable fee was also on the 3/1/invoiceHowever, $was credited on 3/17/due to missing channels The customer was no longer billed for basic cable after the first two invoices.
The $install fee is not refundable and it was for the Internet installationThe $fee that was charged was incorrectly billed and the customer will be refunded $The second erroneous charge was already credited on 3/17/We emailed the label to return the modem on 11/5/to ***

Complaint: ***I am rejecting this response
because:
Access Media personnel have already told me months ago that they are "actively working with CMG to upgrade services to the property." I want a specific time frame as to when this situation will be resolved I work from home and reliable internet speeds are crucial to my work One free month of poor internet service does not compensate for the last months when the problem began Honestly, I would pay more for an even higher tier of service if I felt that Access Media could guarantee its speeds.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This customer has made several calls into our support center, however he only required Internet (6/25/2015) and TV (9/18/2015) technician visit This issue was with the wireless connection, which we do not supportHe called in 11/but refused to troubleshootIf there are issues with a
direct connection, the customer can call us at and our Internet support team will be more than willing to assist and schedule a technician if needed

I sent a request to our billing department to remove Mr*** from collections and zero-out the balanceIt can take up to days to fully remove the account from collectionsAs for the charges from DIRECTV, Access Media has no control over billing items from DTV, so he will have to negotiate
the other portion of his complaint with DIRECTV directly
Also worth mentioning, the customer was verbally abusive to the team lead who took the escalation call

We emailed the customer a free shipping label on 8/3/to ***This label was never used and has expiredIf the customer has mailed the modem by their own means, we need a tracking number to confirm it was delivered. Once we receive the modem, we will remove the
charges.
We would never intentionally shut off services to a property and any Internet issues that the customer was having was solved remotely by our Internet departmentThis account is on Auto Pay, but we could not withdraw funds on the card for 11/2014-2/1/The customer updated the credit card on 2/23/and this card has been on Auto Pay for $since that dateWe apologize for the call center experienceThis will be investigate by our call center supervisors

This payment was paid to the collection agency and then sent to usWe do not change the customer’s status after collection payment is received unless they’re trying to reconnect servicesWe've emailed ATG and requested that they remove the collection notice from the customer’s credit report
This process can take 30-days to clearThe customer can follow up with ATG at 1-800-969-

This customer was incorrectly billed $We credited $to her account on 11/17/At this time, there is a $balance

The customer has been credited for $The Collection Agency has been notified to remove this customer from collections and to correct the customer’s credit reportDepending on the timing, it can take 30-60days before the credit report is officially updated