[redacted] Apartments is currently in the process of a bandwidth upgradeOur executives are actively working with CMG to develop a plan for the propertyWe will provide one free month of Internet services as a courtesy for this inconvenience
Complaint: [redacted] I am rejecting this response because: I used the label that was provided by the company and the package was picked up This company has a history of not keeping good records and it does not surprise me that they are claiming they did not receive this modem I was told to buy my OWN modem, which I did, and sent theirs back which I had been "renting" from them for years Not only did I mail it back immediately, but I have still been paying the rental charge for this item I DO NOT have in my possession nor have I used since before October It is clear they know I can not provide a tracking information because I did not arrange the shipment by my own means I used what they provided me so it would be tracked on their end I need to be reimbursed for these erroneous charges and would like to cancel my service upon receipt.Sincerely, [redacted]
There was an issue with the modem that feeds the property and unfortunately it took a couple of days to diagnose and repair the issueOn 1/18/2018, we made the appropriate repairs and verified with Mr [redacted] that his Internet services were restoredAs a courtesy to the customer, we will credit the account $to cover an entire month of Internet service
[redacted] 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 InternetThe 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 chargeThe $basic cable fee was also on the 3/1/invoiceHowever, $was credited on 3/17/due to missing channelsThe customer was no longer billed for basic cable after the first two invoicesThe $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 $Please call us at to update credit card informationWe received the modem on 11/10/This charge ($83.19) will be removed
On 6/23/16, the customer called us to cancel Internet servicesWe made her aware that we will email a free shipping label to return the cable modemThis label was sent via email to ( [redacted] ) on 7/5/16, but was never usedAs a result, the customer was billed for not returning the equipmentWe did not receive the modem, as the customer admitted to sending it to the wrong companyIn addition, we emailed the customer ( [redacted] ) an overdue balance notice on 11/22/This was to notify the customer of the overdue balance and make her aware that she had days to pay it before it went to collectionsThe account was then sent to collections on 12-15-due to nonpayment I have attached a copy of the email that was sent to the resident
The customer cancelled services in February, however due to a billing error the account was still being chargedNo payments were made at this timeThe account was credited and corrected, the customer was due $This was applied to the Visa - [redacted] on 5/2/The account has a $balance and the customer will not be billed in the future
Complaint: [redacted] I am rejecting this response because: We have been told by Access Media 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 fullWe 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 reimbursementSincerely, [redacted]
The customers DTV bill is $a month and he will be reimbursed for all months without services, $DTV has provided different credits, $33.33, $33.33, and $a total of $His latest invoice was released 1/6/and the the total amount of new charges for this invoice is $-$275.08-$33.33-$33.33-$64.54=$We will round up to $The customer will receive a check for $Our checks take 10-business days for processingThe customer has been made aware
On 1/1/the customer contacted our support centerWe sent re-authorizations to the receivers, ran a QAM scan, and verified that the account balance is up to dateThere might be an issue with the receiverThe customer is scheduled for Tuesday 1/between 3pm-7pmThe technician will bring a replacement receiver in case a swap is needed
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] ***
Sent email to customer: We emailed all of your invoices to [redacted] , including the last one that was sent to collectionsWe also received full payment for all invoices, except the last one Your last bill was $because you cancelled on 9/22/ I also attached a copy of this billUnfortunately, your account has already been sent to collections due to nonpaymentWe cannot accept payments when an account is in collectionsYou may call ATG credit at 800-969-to make this payment
We have no record of the customer troubleshooting the Internet since 9/2/Our policy is that we troubleshoot first, then dispatch a technician if neededOn 11/12/2015, the customer refused to troubleshoot and just wanted a technicianIn addition, the front desk of the property called in on 11/19/and requested a technician be sent out We will be happy to dispatch a technician, once it is determined that a technician is neededWe must first troubleshoot to diagnose the issues
[redacted] Apartments is currently in the process of a bandwidth upgradeOur executives are actively working with CMG to develop a plan for the propertyWe will provide one free month of Internet services as a courtesy for this inconvenience
DTV has credited $to 10/and 12/billWe will be sending a check to the customer for $to cover the remaining of the last months balance
Complaint: [redacted] I am rejecting this response because: I used the label that was provided by the company and the package was picked up This company has a history of not keeping good records and it does not surprise me that they are claiming they did not receive this modem I was told to buy my OWN modem, which I did, and sent theirs back which I had been "renting" from them for years Not only did I mail it back immediately, but I have still been paying the rental charge for this item I DO NOT have in my possession nor have I used since before October It is clear they know I can not provide a tracking information because I did not arrange the shipment by my own means I used what they provided me so it would be tracked on their end I need to be reimbursed for these erroneous charges and would like to cancel my service upon receipt.Sincerely, [redacted]
There was an issue with the modem that feeds the property and unfortunately it took a couple of days to diagnose and repair the issueOn 1/18/2018, we made the appropriate repairs and verified with Mr [redacted] that his Internet services were restoredAs a courtesy to the customer, we will credit the account $to cover an entire month of Internet service
[redacted] 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 InternetThe 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 chargeThe $basic cable fee was also on the 3/1/invoiceHowever, $was credited on 3/17/due to missing channelsThe customer was no longer billed for basic cable after the first two invoicesThe $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 $Please call us at to update credit card informationWe received the modem on 11/10/This charge ($83.19) will be removed
On 6/23/16, the customer called us to cancel Internet servicesWe made her aware that we will email a free shipping label to return the cable modemThis label was sent via email to ( [redacted] ) on 7/5/16, but was never usedAs a result, the customer was billed for not returning the equipmentWe did not receive the modem, as the customer admitted to sending it to the wrong companyIn addition, we emailed the customer ( [redacted] ) an overdue balance notice on 11/22/This was to notify the customer of the overdue balance and make her aware that she had days to pay it before it went to collectionsThe account was then sent to collections on 12-15-due to nonpayment I have attached a copy of the email that was sent to the resident
The customer cancelled services in February, however due to a billing error the account was still being chargedNo payments were made at this timeThe account was credited and corrected, the customer was due $This was applied to the Visa - [redacted] on 5/2/The account has a $balance and the customer will not be billed in the future
Complaint: [redacted] I am rejecting this response because: We have been told by Access Media 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 fullWe 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 reimbursementSincerely, [redacted]
The customers DTV bill is $a month and he will be reimbursed for all months without services, $DTV has provided different credits, $33.33, $33.33, and $a total of $His latest invoice was released 1/6/and the the total amount of new charges for this invoice is $-$275.08-$33.33-$33.33-$64.54=$We will round up to $The customer will receive a check for $Our checks take 10-business days for processingThe customer has been made aware
The $credit was placed on the account on 10/4/ Attached is a screenshot of the current balance and credit
On 1/1/the customer contacted our support centerWe sent re-authorizations to the receivers, ran a QAM scan, and verified that the account balance is up to dateThere might be an issue with the receiverThe customer is scheduled for Tuesday 1/between 3pm-7pmThe technician will bring a replacement receiver in case a swap is needed
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] ***
Sent email to customer: We emailed all of your invoices to [redacted] , including the last one that was sent to collectionsWe also received full payment for all invoices, except the last one Your last bill was $because you cancelled on 9/22/ I also attached a copy of this billUnfortunately, your account has already been sent to collections due to nonpaymentWe cannot accept payments when an account is in collectionsYou may call ATG credit at 800-969-to make this payment
We have no record of the customer troubleshooting the Internet since 9/2/Our policy is that we troubleshoot first, then dispatch a technician if neededOn 11/12/2015, the customer refused to troubleshoot and just wanted a technicianIn addition, the front desk of the property called in on 11/19/and requested a technician be sent out We will be happy to dispatch a technician, once it is determined that a technician is neededWe must first troubleshoot to diagnose the issues