Access Point, Inc.

I requested for my account to be cancelled because promised services were not fulfilled and couldn't be supplied as promised. Service wasn't activatedOn March 2nd we started the process to get phone and data service from Access Point under account number [redacted]. Mid-March a subcontractor came to the property to install lines up to the D point. No lines were ever brought up to the house to initiate service. Shortly after this point is was brought to our attention that despite the claim that they could provide us data lines, it was discovered that in fact they could not and if we wanted data service it would cost us $53,000 to bring lines from the city lines. Obviously we refused to initiate that process. At that point, we requested cancellation of the contract because the services promised in the contract could not be provided. Also, the phones lines were never brought to the house to become active, therefore never being used. In mid-April, we received a bill for $482.76. After numerous unanswered emails and phone calls, we eventually reached customer service agent that was willing to help ([redacted] On May 9th, with [redacted]'s assistance and help reaching out to managers in the company, it was agreed upon that I would pay for the labor of bringing the three phone lines to the D point but all other charges would be zeroed out. I paid the $167 (via check) and then after writing another email to confirm cancellation and was told the account would be cancelled, I received another bill in Mid-May for $416.21. I contacted them again on May 10th and was assured that our agreement to cancel the account stands and all should be resolved. Proof would be my zero bill in June. I received my June bill today and am being billed for $531.89 of charges that I DO NOT USE, have not been activated and were promised to be cancelled. This process has been infuriating. Every promise that this has been resolved has proven false and no matter how many attempts I make this situation still remains unresolved. I have expressed that my concern lies with this issue being resolved and it reflecting negatively on my company's credit rating through no fault of my own. They were not able to fulfill the services indicated in the contract, therefore the contract is considered null and void, eliminating any fees associated with cancellation. I would like to note that this complaint is NOT against [redacted] but instead the company's system and management for not resolving this issue in a reasonable amount of time. [redacted] has been helpful and responsive throughout this process.Desired SettlementI would like, as promised by Access Point, for the account to be zeroed out and the account cancelled once and for all. I expect to get proof of the zero balance and after that proof is delivered, I expect to get no additional bills. I want my company's name and account deleted from their system. Business Response First and foremost we would like to apologize for any unnecessary frustration your experience with Access Point may have caused. This is never our intention, and will always strive to provide quality service to all our customers. Once we were advised by our underlying data circuit provider that the infrastructure was not there, and the overall construction costs prohibitive, we moved forward with canceling that order, as well as the phone lines already installed. The account was closed as of 6/10/2016, and a credit applied to zero out the account (minus the installation costs for the three phone lines). Unfortunately the credit did not post to the account until after the June 15th bill cycle completed. Again, we do apologize for the confusion receiving that invoice caused. Please be assured that the final July 15 invoice will show a zero balance. The account has been closed, and there was absolutely no action taken that would cause any negative impact on your credit rating or history. Consumer Response Thank you Access Point for your response and for handling this matter once and for all. I feel more confident that the next invoice will show a zero balance, reflect a closed account and that is matter is resolved, once and for all. If that proves to be true and I get no more bills, then I consider this issue resolved and closed. Thank you to all parties for attending to this matter quickly.