BCM One, Inc.

The credit memo requested by the client was sent to her today Also, per her previous complaint, her request to disconnect all remaining services has been received and is being processedTo be clear, the request to disconnect the remaining, contracted MPLS service that was active (and in use) on *** Account #*** was sent by the client in MayHowever, the client had not paid for that active service since February and is currently delinquent on all charges billed from March to the date of disconnection in MayAlso, since that service was still under contract until October, disconnecting the services will mean an early contract termination penalty will be applied to that final bill (per the terms of the contract).Our Client Experience Team has reached-out to the client, but she has not returned their calls and prefers to communicate through this complaint platform (the Revdex.com) Let us know if the client has any more requirements in order for this matter to be closed Thanks

Below is our response to the claim.  Please contact me directly with any questions.  Thanks:   [redacted] provided notice to BCM One that it did not wish to have its service agreement automatically renew.  It did not submit a disconnect request for the...

services.  A request for non-auto renew and a disconnect are not the same thing, nor were they ever represented to [redacted] to be the same.  A request for non-auto renew from a client alerts the service provider, here BCM One, that a client does not wish to have its service agreement renew with the same service term (here 3 years), it does not cancel the agreement.  Without a written disconnect notice from a client, BCM One is unable to disconnect the services.  A client’s service is not ours to disconnect, it is the client’s service - under its use, knowledge and control.  As stated in the BCM One standard terms and conditions, a copy of which is available on our website, the disconnection request should be in writing and processed via an email to [redacted].  Since that did not occur, the order from the client was handled as requested by the client, as a non-auto renewal of the service agreement only.  Once the disconnect request was submitted, the disconnect order was processed and the equipment scheduled for retrieval.  The charges, as billed to the client, are valid.         [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  I would like to receive a credit memo as supporting documentation that they are in fact crediting our account the referenced amount mentioned in their response.  I have also attached supporting emails as proof that we have now effectively requested that all lines should be terminated since their response stated that we still have active services please let it be noted based on confirmation email from [redacted] in the BCM disconnects departement on 5.**.15 all accounts are now disconnected.  Once I have received this information and confirmation I will agree that this matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: 10/2014 [redacted] gave notice to McGraw Commuinications now known as BCM One stating that we did not wish to renew our contract we sent this letter via email and received confirmation from our account representative at the time that our cancellation request has been submitted based upon the agreed upon terms of 90 days prior to renewal. Our contract was set to renew 1/**/2015 since 1/**/2015 we have had all line ported with a new vendor and they have been providing us with service. However McGraw is still insisting on billing us for lines that had been ported from them since the referenced date. They are not denying that we requested termination of service but in fact playing with the words. They have avoided getting their equipment picked up since we have terminated services and we have made numerous attempts to get this resolved.Desired Settlement: The firm is seeking a credit adjustment for the lines that were ported after termination of our contract agreement for since 2/*/15 when the port took place. McGraw/ BCM One can not bill for number that we no longer were in contract with them for that is against the FCC guidelines. I am seeking to get this issue resolve in a timely manner.

Business

Response:

Below is our response to the claim. Please contact me directly with any questions. Thanks: [redacted] provided notice to BCM One that it did not wish to have its service agreement automatically renew. It did not submit a disconnect request for the services. A request for non-auto renew and a disconnect are not the same thing, nor were they ever represented to [redacted] to be the same. A request for non-auto renew from a client alerts the service provider, here BCM One, that a client does not wish to have its service agreement renew with the same service term (here 3 years), it does not cancel the agreement. Without a written disconnect notice from a client, BCM One is unable to disconnect the services. A client’s service is not ours to disconnect, it is the client’s service - under its use, knowledge and control. As stated in the BCM One standard terms and conditions, a copy of which is available on our website, the disconnection request should be in writing and processed via an email to [redacted]. Since that did not occur, the order from the client was handled as requested by the client, as a non-auto renewal of the service agreement only. Once the disconnect request was submitted, the disconnect order was processed and the equipment scheduled for retrieval. The charges, as billed to the client, are valid. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I would like to receive a credit memo as supporting documentation that they are in fact crediting our account the referenced amount mentioned in their response. I have also attached supporting emails as proof that we have now effectively requested that all lines should be terminated since their response stated that we still have active services please let it be noted based on confirmation email from [redacted] in the BCM disconnects departement on 5.**.15 all accounts are now disconnected. Once I have received this information and confirmation I will agree that this matter has been resolved.

Sincerely,

Business

Response:

The credit memo requested by the client was sent to her today. Also, per her previous complaint, her request to disconnect all remaining services has been received and is being processed. To be clear, the request to disconnect the remaining, contracted MPLS service that was active (and in use) on [redacted] Account #[redacted] was sent by the client in May. However, the client had not paid for that active service since February and is currently delinquent on all charges billed from March to the date of disconnection in May. Also, since that service was still under contract until October, disconnecting the services will mean an early contract termination penalty will be applied to that final bill (per the terms of the contract).Our Client Experience Team has reached-out to the client, but she has not returned their calls and prefers to communicate through this complaint platform (the Revdex.com). Let us know if the client has any more requirements in order for this matter to be closed. Thanks.