Ames Comfort Heating & Air

This customer purchased a phone case from a 3rd party source and wanted to get a phone from C Spire that was going to fit that case We agreed to give this customer a $credit if she wanted to upgrade her device C Spire does not tell customers which phones/ devices to purchase/
upgrade toWe explained to this customer that if she did not like the device that she purchased, she had days to return/ exchange it We also offered a discount on any phone case purchased from C Spire (only charging $20) that would fit her device Furthermore, we offered to void this customer's phone purchase transaction all together, if she wanted to return the device that was recently purchased We will not be able to give this customer a device for free

I have forwarded a copy of the chat transcript to the email address provided as per the business' requestI will wait until I hear back to see if the business will honor the offer that THEY MADE TO ME in the chat sessionI am simply trying to sign up for the service plan that I was offeredThe longer that the business drags this out, the longer I will be grossly over chargedTo reiterate, the offer was for the same four lines that I already have, which I have fulfilled the contractual obligation on, with '6GB, with no contract for $while out of agreement' I am currently paying $monthly for the same lines which are sharing only 1GB per month. If C Spire honors the offer made I will close the complaintI would like to have this issue resolved prior to me having to pay an additional $this month

We will contact Ms*** and work something out

Complaint: ***
I am rejecting this response because:on Oct17, a ticket was put in to correct the problem, this plan was the plan I had before this contract was offered, because of there mistake they said it would be correctedGet them to send the records of that days conversations with me.
Regards,
*** ***

On Ms***'s bill that closed out on October 22, she had a balance of $ Of this total, $was past due On October 31st, she made a payment of $ On November 8th, she was billed $for a phone as she said She was also credited this amount in this
billing cycle This is not reflected on page but is reflected on the first page of the bill on the line that says "Adjustments" Her past due was to be $but with this adjustment, her past due was only $ The total bill was correct Her current amount showed higher by $and her past due lower by $because of the charge and credit.On November 30th, she paid the $which was her true past due She made another payment of $on November 30th She currently has a correct balance of $that will become past due on December 23rd

Complaint: ***
I am rejecting this response because: Using email has been of no help I don't have ready access to transportation so I guess I'll just hope that I can arrange transportation to a store As a matter of interest I was able to go with a group via bus to Christ United Methodist Church which is just a few miles from my residence and I was able to hear really well.Regards,
*** ***

We regret that there was confusion over the price of plans for Ms*** However, she has wireless phones on plans that are $each She was sold phones at reduced pricing which puts them under contract The price of these plans are $each if there are no phones under
contract The 3rd line she has is a home phone replacement device for $each month This makes Ms***' bill $per month before taxes and fees If this will not work for Ms*** we will allow her to return the devices and waive any early termination fees Otherwise, the bill will remain the same If she would like to return these, she can contact *** *** at 601-***

We are requesting that Mr*** provide that transcript to j***@cspire.com so that we can examine it to understand the difference between what he was quoted first and then later Our plans can be different prices based on the current contractual obligation of the phones We'll
be glad to look into it with this information

The amount that Mr*** is speaking about will not be billed to his account until the billing of November 22nd A credit has already been issued to the account The remainder will be credited after the amount appears on his November 22nd bill

We believe this issue is resolved and MsB*** has purchased the additional lines

Complaint: ***
I am rejecting this response because:The plan has still not been changed back to the unlimited data plan as the response stated had been done as of 5/4/@ 14:The rep at the store changed the plan without the permission of me, the account holder, or my wife, who was in the storeShe called me to ask about the plan change while in the store after he mentioned it and I directly spoke with the rep and told him "No"I found out later that he had already changed the plan before receiving consent from either of us and he told my wife that he would change it back, but did notAlso, the rep told her to take it to a computer store to fix the battery issueThere is nothing wrong with the screenWhat further details do you have about the battery issue?
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The issue regarding the early termination fees is the fact that I had to switch services because you could not service me any more. It was not of my choosing. It was a service issue and I should not be punish with early termination fees because of a service problem. I would have never ending my contract if you would have provided service. I would have love to stay with C spire, never had any trouble before this. But because you could not fix the tower issue I was force to another provider. I have had lots more money out of pocket than fees because of having to go with a new provider. This is not good business. Your services ended not me ending early
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI assure C Spire that the equipment provided will be handled responsibly and returned to them in a satisfactory condition if I choose for any reason to leave C Spire for another cell provider.
Regards,
*** ***

C Spire will contact Ms*** and get a replacement device for her

When Ms*** purchased the devices in question, they were purchased at a substantial discount in lieu of agreeing to keep them active for months Due to this discount, in order to waive the early termination fees, these devices would need to be returned

C Spire billed Ms*** $instead of the $that should have been billed for an AppleCare claim On November 3rd, C Spire credited Ms*** $to correct this We apologize for any inconvenience this caused

Complaint: ***
I am rejecting this response because I feel that my husband and I did our part by taken care of the heavy usage that our son was using, unknowingly by us at the time, once C'Spire brought it to our attentionHe has not had any heavy usage since we set him down and spoke with him about itWe signed up for the "Unlimited Plan" and we have not heard anything about those plans being changedWe should have been "Grandfathered" in to keep this planI feel that my husband and I have made a good faith effort our part to do the right thing and we feel if C'Spire is a reputable company that they should now do the right thing by putting our son's phone back on the plan that we contracted for in the beginningThis just really seems illegal that we as consumers can just be treated however these big companies feel that they can treat us likeWe signed a contract for "Unlimited Plan" and it should be honored by the company that we signed withIf the company has decided to remove all the "Unlimited Plans" then it needs to across the board with every customer instead of picking and choosing certain onesAs I stated earlier, "WE HAVE NEVER BEEN TOLD THAT UNLIMITED IS NOT UNLIMITED"...and that has never been explained to us in any way.
Regards,
*** ***

C Spire will be glad to refund Ms*** if any improper attempt to withdraw funds was made On June 3rd, we informed Ms*** that we only see one withdrawal for $ We'll be glad to investigate if she can provide us with a statement showing repeated attempted withdrawals
If she can get a copy to *** *** at ***@cspire.com, we can determine what happened and refund her $if this was caused by C Spire

Mr***: I am so sorry you had a negative experience when paying form our websiteWe reviewed your interaction on the web and you did actually select the full balance to be paid. Unfortunately, when there is not a credit balance we are not able to refund any payments. I notice
your device is an iphone 4s. We would like to offer you $off to upgrade your device. The newer devices make much better use of the current technology and you will find that the data experience is particularly much better. Your account is noted with this offer so if you call in or go to a store, we can assist you with getting a newer device for a great price

C Spire Wireless reserves the right to protect its network by limiting data usage as provided under the terms of the Customer Service AgreementC Spire seeks to continuously improve management of its network and service levels, and at the same time meet customer expectations for data
volume, quality and speed. Customers are informed of C Spire’s need to reasonably manage the wireless networkThe customer service agreement provides C Spire the right to limit throughput or amount of data transferred in order to protect the network: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flow Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendments to this Agreement must be in writing and signed by both parties, except that amendments may be tendered with thirty (30) days' notice to Customer (included with a bill or otherwise) and use by Customer of Service after such notice period shall be construed as and be acceptance of such amendmentC Spire may cancel a Service plan upon thirty (30) days' notice at any time. In accordance with the customer service agreement, C Spire sent Ms*** a notice of planned amendment of her service plan. In fact, C Spire discontinued offering its unlimited plans in November of 2014. C Spire is working towards the orderly migration of its legacy unlimited customers to rolling data plans, such as the 6GB rolling data plan offered to Ms***. Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulative maximum amount of 6GB rolled into any billing cycle. Data passes are available for purchase, as necessary, for additional data.Should Ms*** need details of when her data was used, C Spire can supply the dates, times and session sizes with a signed request at any of our retail stores However, to protect customer privacy, we do not store the details of what is being done during those data sessions