Access Media 3

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 me. Sincerely, [redacted]
 
P.S. The 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

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 me. Sincerely, [redacted]

We are willing to provide a $700 refund. It will take about 21-30 days for us to process and issue this refund due to the amount and extra authorizations needed. We are working with our billing department to determine if this will be issued on your credit/debit card or a check.

The customer contacted us 7/15 and was scheduled for 7/21, as we are on the property Wednesdays and Thursdays. On 7/18, we called the customer and informed him that the property outage was cleared and the customer informed us that he is "going out of town" and 7/21 will not work. After this, we did not hear from the customer until 8/10. The customer is not due additional credit, however we will provide 1 Free Month of our fastest Internet package (100M).

As mentioned, the pre-collections email was sent to ([redacted]) on 11/22/16. The collection notice was a mass email and sent to all of our customers with overdue balances. Which is why this customer's specific email is not included in our previous evidence. The Unreturned Equipment Fee for the modem was $150.00 and as a one time courtesy to the customer, we already credited $76 to the account. No additional credits will be applied. I have included a copy of the bill that was mailed to the customer on 8/15/16. Not only did we send the paper bill, we also emailed the customer to let her know that the balance was unpaid and about to go to collections.

Hello,  In regards to Mrs. [redacted]' account- we are able to see that there was an open balance from February 2016 to June 2016. The customer either contested ACH payments with their financial institution or the payments were rejected due to insufficient funds. We verified with the...

customer, while they claimed they never had ACH set up, but we had various payment prior that were set up with ACH. February 2016 to June 2016 the customer filed chargebacks and in August 2016 they paid 4 of 5 bills, leaving 1 month over. On 4/19 one of our managers confirmed the customer had ACH payments rejected by her financial institution (8/21/15; 1-/21/15; and 5/26/16). Due to this verification, we did mention we would credit the account for $267.97 since the checks were too old and they would not be able to be processed due to the check deadlines. The customer denied the credit since she instead was more concerned with the proof that the checks were returned. She stated" I don't care about the credit, I just want you all to send me proof that the checks were returned". Customer was very uncooperative and negligent of the information we asked her for and what we could help her with. In conclusion, the proof that the checks were returned were confirmed, making the charges valid. This information was emailed to prove the ACH returns. So all the current balances on the account are valid charges. By our company policy, we do not have access to providing any means of payment plans as we do not service under a contract length. Customer has been advised of the total amount due and advised of the possible disconnection due to the outstanding balance on the account.

We apologize that you could not fully enjoy your TV services due to the missing channels. I agree that is not fair that you should have to pay full cost when you did not have the full use of your programming. We are no longer servicing the property, but due to this inconvenience we will be refunding...

$500 to your credit card. Please 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.

On 1/1/16 the customer contacted our support center. We sent re-authorizations to the receivers, ran a QAM scan, and verified that the account balance is up to date. There might be an issue with the receiver. The customer is scheduled for Tuesday 1/5 between 3pm-7pm. The technician will bring a...

replacement receiver in case a swap is needed.

Complaint: [redacted]I am rejecting this response because:
We have been told by Access Media 3 in the past that we would be reimbursed and even...

given exact dates that checks were supposedly already sent in the mail, only to learn later that nothing was ever sent which required us to continue to call and email almost daily to make sure that we get paid back in full. We are now being told that we will have to wait until the end of the next billing cycle to start any reimbursement process whatsoever due to the fact that we are still without service and they will no longer be making attempts to fix the service.
The constant theme has always been that we pay and then continue to wait for the reimbursement that always seems to be pushed back due to reasons outside of our control.
Despite their polite and professional correspondence, this issue is still NOT resolved and we are in the same position we have been since we signed up for service: keep paying our bill....promises that we'll be reimbursed....always waiting for the promised reimbursement. Sincerely,[redacted]

The customers DTV bill is $68.77 a month and he will be reimbursed for all 4 months without services, $275.08. DTV has provided 3 different credits, $33.33, $33.33, and $64.54 a total of $131.20. His latest invoice was released 1/6/2016 and the the total amount of new charges for this invoice is $-2.69. $275.08-$33.33-$33.33-$64.54=$143.88. We will round up to $150. The customer will receive a check for $150. Our checks take 10-16 business days for processing. The customer has been made aware.

On 6/23/16, the customer called us to cancel Internet services. We made her aware that we will email a free shipping label to return the cable modem. This label was sent via email to ([redacted]) on 7/5/16, but was never used. As a result, the customer was billed for not returning the...

equipment. We did not receive the modem, as the customer admitted to sending it to the wrong company. In addition, we emailed the customer ([redacted]) an overdue balance notice on 11/22/16. This was to notify the customer of the overdue balance and make her aware that she had 14 days to pay it before it went to collections. The account was then sent to collections on 12-15-16 due to nonpayment.  I have attached a copy of the email that was sent to the resident.

The $150 credit was placed on the account on 10/4/2016.
Attached is a screenshot of the current balance and credit.

We sincerely apologize for the TV issues caused by the delay in transponder repairs. In addition to the $25 credit we have already posted to your account, we will be applying an additional $25 dollars for this inconvenience. Also, the technician will be there Friday October 9 between 2pm-6pm to...

resolve your TV issues. He will also remove the DVR service per your request. Once again, we are very sorry for this experience and will ensure that it does not happen again.

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 me. Sincerely, [redacted]

Sent email to customer:
 
We emailed all of your invoices to [redacted], including the last one that was sent to collections. We also received full payment for all invoices, except the last one.  Your last bill was $29.64 because you cancelled on 9/22/2014....

I also attached a copy of this bill. Unfortunately, your account has already been sent to collections due to nonpayment. We cannot accept payments when an account is in collections. You may call ATG credit at 800-969-4523 to make this payment.

DTV has credited $33.33 to 10/6 and 12/16 bill. We will be sending a check to the customer for $150 to cover the remaining of the last 3 months balance.

We apologize for the difficulties that [redacted] experienced while signing up for services. The fees that you are referring to are receiver prices charged by [redacted] unfortunately we cannot adjust their pricing. Furthermore, [redacted] is not authorized to perform installations at your location. We are the...

[redacted] installers for 30 E Huron and our first time installations are free at this location. Genie installations require additional equipment and a specialization installation so it is not included in this promotion. Besides Internet, the installation fee is the only fee charged by us. We 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 speed. This will begin 10/23 and you will receive an email when this is complete.

The customer cancelled services in February, however due to a billing error the account was still being charged. No payments were made at this time. The account was credited and corrected, the customer was due $50.88. This was applied to the Visa -[redacted] on 5/2/2016. The account has a $0 balance and...

the customer will not be billed in the future.

On 7/14/16, we installed the customer with 2 Direct TV receivers. I reviewed the original sales call and Mr. [redacted] was informed and agreed to the $50 installation fee that was billed to his account. He confirmed the amount and understood that a bill will be mailed to him. I've included the...

original Work Order that list the $50 installation fee. To pay the $50 balance, please contact Advantage Collection Services at 763.689.1500.

We have no record of a phone or Internet cancellation in May. The first cancellation request was submitted online on 12/14/2015. In order to remove the charges, we will need proof that the customer did not live in this residence after May. This will validate that the customer was not receiving...

services. Once satisfactory proof is received, the account will be corrected.