Ames Comfort Heating & Air

Ms***: We do appreciate your many years of service with C Spire and understand you have some specific coverage concerns we were unable to resolve We can waive the device payment plans for you after you pay your current and past due balance that total $ After you pay your final bill if you will just email [redacted] our Customer Advocate [redacted] will credit the device payment plan balances that are currently $and unassign the phones for you

C Spire does not process a claim for a customer unless they submit the claim online The customer has to initiate a warranty claim via online

C Spire's terms and conditions and plan information clearly state that a customer must use over 50% of their voice and data usage on the C Spire network Mr [redacted] was sent a letter notifying him of our intent to change the plan in days due to his failure to meet those requirementsIf Mr [redacted] will return the phones he has under contract, we will waive the pending charges and waive any early termination fees

Complaint: [redacted] I am rejecting this response because: This response matches the service we had received in the past year with this company It lacks any customer service and did not answer all of our concerns No one from the company called or emailed me about my concern If you look at the previous years I have never called for a credit or complained A company should be behind their employees and if a mistake is make the company fixes it Their store representative in Ocean Springs, MS told me that it was handled but cautioned us about losing the number if we did not turn the phone/replace it in month The number belonged to our year old daughter whose number did not matter as we limit the people that have it We got my daughter a prepaid phone with a new number the day we called customer support in JulyWe didn't even try to port the number because the number didn't mean anything to usWhy would someone continue to give you $dollars a month when the service is not used at allI have been with the company for a decade when it was Cellular South Your rep over the phone told me that I could view her usage online This was and is not true for any of my phones When the phone bill remained high I looked and saw this line was still on the bill I was then charged an extra $to add a new phone on the line Things I learned when I added a phone at the store in September for a foster child This like was NEVER even suspended Also I was told with the original plan voicemail was not included so that is why my daughter never had voicemail That was a LIE as well as the rep in the store in September discovered it was because a previous REPRESENTATIVE had not added the right feature The same representative offered us a free phone for our additional foster child after we pay $a month for months and then we get our payments back This is a LIE and misleading as well She said since we had been customers for awhile she could waive the activation feeWhen I told her I wanted to run it by my husband she said the following business day she would be in Biloxi and I had to come to her to get this deal So depending on who you talk to depends on what deals you can get I do not like this practice By the way I found out her deal is the phone might be free but you have to stay with you for all the "free" installments or pay the free phone off She forgot to mention that part Also this company continues to drop calls and not just us It also does not address our discount due to the account holder's work The Revdex.com was my fist try to get a response however if not then I will be filing complaints with FCC, PSC, and advises my family and friends this is no longer a local friendly company that is customer friendly I am really disappointed in the way this has been handled Regards, [redacted]

C Spire has never had a standalone $Unlimited Everything rate plan C Spire use to have $80/ $plans where it charged $for the first line and $for the second line but you had to have two lines that were paired together in order to get the rate plans at that price If a customer only had one line then the price of that line was $not $ This customer has only had one line with C Spire since December, 2015; therefore, this customer's plan cost was $per month

We notified Mr [redacted] of the fact that his plan would be changed via text message on April 22nd The plan should not have been changed until May 22nd but was inadvertently done on May 13th We have credit his account $for the overages and this leaves him only with a balance for the early termination fees Should Mr [redacted] choose to return those devices, we will waive this balance as well

C Spire's technical group has been working with Ms*** We hope we have improved the service in her area If she continues to have issues, we will release her from any contractual obligation

I have very poor, limited, & more often than not, no cellular connectivity within my home, ( [redacted] ***) and the surrounding family owned property., where I will be spending a large amount of my timeAs a result of my recent job loss, I will be actively seeking employment, as well as providing contract labor, i.e, (will be self-employed) for this unspecified period of time, and intend to utilize the my home and facilities we have available to me on the surrounding family owned property.The inability to communicate verbally or electronically in today's market is creating difficulties for me as seek to continue to provide for the needs of my family.Yes, we in fact use in excess of 20+ GB of data per month, have since the account was opened.I suppose I could explain that my oldest child completed his last semester at [redacted] **, and while in attendance he did not reside during the week at our home addressThat he did use the data when necessary to complete his assignments as well as complete an online course required for his chosen curriculumAlso, he held a part time job in Brookhavn MS where he often used the assistance of google maps for service/delivery calls when he felt he might get lostMy youngest child is active softball participant, for school as well as the local league, where my family has spent numerous hours in attendance, and did in fact use their cell phone, which did incurr data usage.This is August, school has just began, which explains the data usage incurred by my children while on summer vacation have more time available for cell phone usage, spending signigicat time at their grandparents, whew wifi is not availableNONE of these took place at my home where connectivity is the issue, and has been since March 2017, identified, document & solution promised May 2017, BUT yet provider declined to act due to not being a month paying customer.And now, chooses to provide assistance, resulting ONLY from the weight of the MS Revdex.com.I want to be released from my obligations from C-Spire wireless, allowed to select another service provider, and reimbursed for payments made for services only partially providedAn offer of the above nature, inclusive of all three aspects, that offer will resolve my issue/complaint [redacted] ***

I did did not receive notification of plan changes by mail neither by text messageIf I was notified of plan changes there should be documentation of plan changesAlso, if I would have agreed to plan changes I would not have called to ask why I was being charged every other dayIn addition, If plan changes occurred in December there should have been a account notice of payment by January when I left C-Spire but I was informed that my balance was Is there a text message record of receiving this notice? Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Ms [redacted] 's phone was activated in March of C Spire has a day guarantee on service As you can see, this is well past the date However, if Ms [redacted] would like to return the phone, we will waive the remainder of her contractual obligation She can contact *** [redacted] at [redacted] to arrange for this return

Complaint: [redacted] I am rejecting this response because: we are still having this issues and I've been in contact with CSpire for way to long, services have not improved as I stated on yesterdayThere is no way I should have to use my phone on wifi, there is no reason for me to have to call this company every day about dropped calls when they claim there is a tower a mile down the road from my home and less than a mile from my husband's jobIf I go anywhere else like Mississippi, I go to LTE and it works a little better but not muchI'm tired of going back and forth with this company that I have been with for over years and services have been on a decline for the last couple of years! So yes I'm tired and yes I'm ready to get away from them because we pay entirely too much money for phones to have them not work as they should! Regards, [redacted] ***

This customer upgraded on January 30, The phone was not properly activated, and the customer was charged for delayed activation on March 31st C Spire credited the account for the delayed activation charge and the DPP (Device Payment Plan) was added to the account when the order was completed properlyAfter checking the account, we noticed that the customer actually upgraded nearly a week after the promo endedThe DPP has to remain on the line because if the customer chooses to leave C Spire or upgrade early, they will be responsible for the remaining balance

C Spire will be glad to swap this phone out through the warranty process This will require the phone to be sent to our repair center Once it is determined that it is an issue covered under warranty, it will be replaced Our customer can call 855CSPIREfor details

Ms***'s phone is on an account that is not in her name Also, the account has a large past due balance The phone will not be unlocked until the account is brought current

We have already responded to this complaint

Mr [redacted] : I am so sorry you had the unexpected and unpleasant surprise of a very high bill after your son purchased a lot of high speed data passesAs a parent myself, I can see how things like this can happen The speed passes are a new offering and we do not yet have parental controls available Due to this, we are crediting off the entire amount as it was evident that your son's behavior changed after you became aware of the situation Please know we appreciate your business and we are working to improve our controls around this processIn the meantime, please know these are not offered until 50GB of data in one month have been usedYou can monitor your son's data usage via the my cspire app and limit his phone access to prevent him from exceeding the 50GB data treatment limit Thank you for your patience as we reviewed this issue and for your continued service with C Spire

We apologize if Mr [redacted] was not fully informed regarding the possible charges Our process is for customers to sign agreeing to this C Spire is authorized to inspect devices according to the manufacturer's specifications regarding whether or not it warrantable This is why this phone was never returned to the manufacturer Furthermore, the manufacturer cannot determine if the phone would or would not have been covered without inspecting this.The problems that Mr [redacted] reports on his replacement phone would not be the result of his complaint.Given the fact that Mr [redacted] is a long time customer of C Spire, we have been authorized to grant the remainder of the credit We have credited him another amount of $ We hope this resolves the issue

C Spire exercised its option to change Ms***'s plan in accordance with C Spire's terms and conditions This was done after giving Ms [redacted] days notice via a letter to her billing address However, C Spire will grant Ms***'s request to credit her early termination fees These total $ If Ms [redacted] will pay the remaining balance of $for services that were rendered, C Spire will credit the $

When a customer places a password on their account and they forget it then the only other way to change it or be provided with information regarding their account is by going into a C Spire store and showing photo ID This customer has been past due on her account since September, This customer's last payment to C Spire was on November 22, 2016, for a partial payment This customer ported out her lines to another carrier on December 14, This customer currently owes C Spire $1,which includes several Early Termination Fees

C Spire has never had a $total unlimited plan that included Voice, SMS and Data Ms [redacted] was on the $Unlimited Lite plan with the second line at $ She reconnected her service on October 17th on one line that would be $ Her billing cycle closed on November 7th Therefore, she was charged a partial month for the time period of October 17th - November 7th and a full month for November 8th through December 7th in advance Since she reactivated, she has failed to make a payment and is now temporarily interrupted