Answer Connect

AnswerConnects Customer Service team member Cindy (in the US) did make a reasonable effort to contact and work with our customer to set up his accountThere were requests made during the setup process for international numbers that we found we could not accommodate, after doing research internally to determine if this was at all possible to provideWe were still waiting on IVR setup information, and scripting was not built until we could clarify if the international numbers would cause an overall service incompatibilityOur client expressed his request to cancel service and have a refund on 12/10/15, and this was completed the same day and confirmedPlease see attached screenshot of chargeback/refund confirmation ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

When [redacted] signed up on December 30, we began the onboarding process to setup the account It became apparent that the complexity of the account requirement was not something we were confident we could handle successfullyWe expressed this concern in multiple phone conversations, with multiple people in the [redacted] company As early as January 8, our CRM notes document a conversation where we asked one of the [redacted] employees “what percentage of calls do we need to handle successfully in order to consider our partnership successful?” This was our attempt to understand what a successful partnership looked like to themWe did not get an answer to this question as the employee needed to speak with the account owner As we were getting ready to complete their setup on January 14, we sent an email to reconfirm our ongoing concerns about the success of the accountThis email is attached and is labeled, “Onboarding Email.” After sending this email, the account owner expressed interest in moving forwardWe left an additional ticket open to cheon the account because of concerns on complexity and sent a follow up email on January 20, to see how things were goingA screenshot of this email is attached and is called, “CheEmail.” The reply email gave us little indication that something was fatally wrongThis email is attached and called “CheEmail Reply.” On February 3, we started getting inbound calls from the account owner that they were overbilled and did not want to pay for account overages and that we misrepresented our billing When we tried to call him back, he did not want to speak with us and directed us to speak with one of his employees named ***When we talked to her about our concerns she was not authorized to make the necessary changes to the account We find that the suggestion that we charged [redacted] for “services that were not rendered or as described” fails to take into consideration the multitude of conversations we had with the company in which we expressed our concerns about our ability to be successful and hesitation we had moving forward On February 11, we agreed on a phone call that their account requirements were not a good fit for us and agreed to chargeback the overages he paidA few days later we received notification of a credit card disputeBecause of the dispute we stopped processing the chargeback because if we lose the dispute we’ll pay double the intended amountWe let him know if he drops the dispute, we’re happy to immediately process the chargeback of the agreed upon amountOtherwise, we will continue to process our response to the credit card disputeWhen we win the dispute, we still happily intend to process the chargeback that we agreed to

All charges for service to date have been reversed, totaling $See attached screenshots for credit applied for each charge in May, June, July and August These credits/refunds were processed via *** on August 7th, Account has been cancelled effective August 1st, and therefore no
further charges will be applied.
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We have provided extremely detailed documentation of all interactions noted as a concern in terms of legitimately billed usage, including screenshots of interaction details available within clients online account and chat transcripts when screenshot did not cover entire interactionThere was one
interaction that could not be located so far, which we are happy to credit forAs we are going over every interaction for two months, this process is still ongoingWe will continue providing documentation to ensure the client is completely clear and in agreement on the content of their billing

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: We appreciate the response and the credit issued however, investigation of the matters have not finished nor has the matter been fully resolvedRenee G*** hasn't followed up on our last conversationOur team continues to complain about the agent's lengthy disconnection and back and forth banter with our callers, further increasing our usageSincerely,*** ***

Complaint: [redacted]I am rejecting this response because:We have made it clear to AnswerConnect that it is not our job to sit and listen to over 400 calls, totaling over 2000 minutes. We engaged and hired AnswerConnect because we don't have the time to answer the phones, so what makes them think we have discretionary resources to allocate to listening to phone calls. Fact of the matter is: Ardent Residential managers (plural) have all complained about AnswerConnect hanging on the line for too long. Thus in turn, fraudulently driving up our usage. There have also been multiple calls to myself, personally, where agents are seeking to transfer callers for reasons unrelated to assigned responsibility. Though they are polite and say thank you when they are informed, these are minutes that we are charged for. Furthermore, our usage with previous companies has never exceeded 1000 minutes per month in the last 8 years of doing business. This fact coupled with complaints from the Ardent Residential stating that AnswerConnect agents are hanging on the line for extended periods of time, has caused us to discontinue the use of their services. They cannot be trusted as a company to report proper usage amounts and take ownership of their agent's actions. Sincerely,[redacted]

Our service does have Terms & Conditions, which are part of our online signup process. These must be confirmed as read before signup can be completed. Please find attached.
We bill for service in arrears, as this is usage based. The invoice generated 7/01/16 was for service durning the prior...

month of June. This invoice is also attached, and does include an overview of the minute usage and timeframe associated. This invoice has since been paid in full by the customer [redacted] on 7/07/16.
A final invoice (attached) was generated the day after the account was cancelled, 7/02/16, for a final one day prorate. This amount has been waived. 
All of this information has been communicated with the client, [redacted]'s response indicates that this was an amicable resolution, and no further requests have been made.

This mistake has been corrected in our system, and this customer shall receive no further charges as the account is cancelled and CC removed. The full charge of $195 as well as the overdraft charge of $35 have been refunded to the customer, see receipts attached. 
 
[redacted]SUPPORTING...

DOCUMENTS REDACTED BY Revdex.com[redacted]

I diid not get that much credit back in account,Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

We have continued to provide any information available to confirm accurate and legitimate usage and call durations. Call recordings for all calls with a duration over 10 minutes have been provided for review, per our customers request. 
For the month of February, usage over the 10 minute mark totals 56.8, out of 1328.7 total minutes used (4.2% of usage). Average call duration is 5.4 min. This data is outlined within the report already attached. For the month of March, usage over the 10 minute mark totals 62 minutes, out of 2375.2 total minutes used (2.6% of usage). Average call duration is 5.6 min. This data is outlined within the report attached today.
We have asked for our customer to let us know any time a call is patched and they feel our staff stays on the line longer than is reasonable, which we had agreed was reasonable in order to take any action on this concern. I have not received any report of this to date. Out of 244 calls in February, and 427 calls in March, these concerns are not something that can be investigated without someplace to start looking for the call where this may have taken place. Of the long duration call recordings reviewed so far, this (agent staying on the line too long after hot patch) has not been spotted. 
We are continuing to review the recordings that have been provided for any calls with a duration over 10 minutes. All requested documentation (reports, recordings) have been provided at this time.

Thank you.  I need to provide an update regarding this complaint.  AnswerConnect has addressed all my issues and is working with me to resolve these issues with my service.  They have been nothing but professional and have gone over and above to bring these issues to rest.  As...

soon as Jennifer M[redacted] was contacted about this she sprung into action and brought client services in to the conversation and we are hopefully going to have exceptional receptionist/answering services from this point forward.I would like to provide this update and remove my complaint please.  Also, I would like to leave them a new rating of exemplary service if possible.

When [redacted] signed up on December 30, we began the onboarding process to setup the account.
It became apparent that the complexity of the account requirement was not something we were confident we could handle successfully. We expressed this concern in multiple phone...

conversations, with multiple people in the [redacted] company.
As early as January 8, our CRM notes document a conversation where we asked one of the [redacted] employees “what percentage of calls do we need to handle successfully in order to consider our partnership successful?” This was our attempt to understand what a successful partnership looked like to them. We did not get an answer to this question as the employee needed to speak with the account owner.
As we were getting ready to complete their setup on January 14, we sent an email to reconfirm our ongoing concerns about the success of the account. This email is attached and is labeled, “Onboarding Email.”
After sending this email, the account owner expressed interest in moving forward. We left an additional ticket open to check-in on the account because of concerns on complexity and sent a follow up email on January 20, to see how things were going. A screenshot of this email is attached and is called, “Check-in Email.”
 
The reply email gave us little indication that something was fatally wrong. This email is attached and called “Check-In Email Reply.”
On February 3, we started getting inbound calls from the account owner that they were overbilled and did not want to pay for account overages and that we misrepresented our billing.
When we tried to call him back, he did not want to speak with us and directed us to speak with one of his employees named [redacted]. When we talked to her about our concerns she was not authorized to make the necessary changes to the account.
We find that the suggestion that we charged [redacted] for “services that were not rendered or as described” fails to take into consideration the multitude of conversations we had with the company in which we expressed our concerns about our ability to be successful and hesitation we had moving forward.
On February 11, we agreed on a phone call that their account requirements were not a good fit for us and agreed to chargeback the overages he paid. A few days later we received notification of a credit card dispute. Because of the dispute we stopped processing the chargeback because if we lose the dispute we’ll pay double the intended amount. We let him know if he drops the dispute, we’re happy to immediately process the chargeback of the agreed upon amount. Otherwise, we will continue to process our response to the credit card dispute. When we win the dispute, we still happily intend to process the chargeback that we agreed to.

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]

Usage has been confirmed as accurate and reviewed with the customer, including detailed usage report (attached) and call recordings. A credit has been provided in the amount of $293.89 to rerate usage to best rate plan, and for one issue identified within call recording review of silence at the end...

of the call (10 minutes at overage rate). All other call recordings reviewed were confirmed as handled without error or other issue causing call durations to be longer than they should have been. Further recordings are in the process of being pulled, reviewed and provided to the client. Confirmed overage charges were not the result of prolonged call durations, but rather a high number of inbound calls handled. Average call time is 5.4 minutes. Out of 244 calls handled, 20 of them were over 10 minutes. Amount of time for those calls over 10 minutes is 56.8 minutes.

Hello [redacted],On behalf of AnswerForce I would like to apologize for the error that occurred. We certainly understand the importance of accuracy in billing and how frustrating the continued past due collections notices must have been. The conflicting information that was relayed by...

our team and failure on our part in resolving the issue at the time it was originally brought to our attention only serve to exacerbate those frustrations.Your understanding, as well as the information relayed by our team, was in fact correct, your account balance is zero. Unfortunately, due to a clerical error with our billing records your account began to receive past due collections notices. The times you contacted us to follow up on these notices and confirm your account balance was clear our team failed to notice and therefore address the clerical error resulting in the notices being sent, thus the continued sending of the past due collections notices.At this time we would like to assure you we have done the due diligence required to fully address the issue. This includes determining the clerical issue that resulted in the sending of thenotices and correcting the issue to ensure no further notices are sent.I would again like to extend our apologies and assurances that your account balance is zero and you will no longer receive notices related to payment due.

AnswerConnects Customer Service team member Cindy (in the US) did make a reasonable effort to contact and work with our customer to set up his account. There were requests made during the setup process for international numbers that we found we could not accommodate, after doing research internally...

to determine if this was at all possible to provide. We were still waiting on IVR setup information, and scripting was not built until we could clarify if the international numbers would cause an overall service incompatibility. Our client expressed his request to cancel service and have a refund on 12/10/15, and this was completed the same day and confirmed. Please see attached screenshot of chargeback/refund confirmation. 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]