As was already explained to Ms*** the account was canceled on 06/02/after the billing for June was placed on the account. Ms*** even acknowledges in her complaint that the last check to us was in February and the last invoice they have from us was sent in July which
would have been a second invoice for the quarterly fee plus late fees. Upon my last conversation with her I told her we would settle for the adjusted amount of $for the one month of service. At her request we sent her a settlement letter detailing that offer. We are willing to settle the account for the $as we have repeatedly offered to do. Otherwise the account will be turned over to collections along with a copy of this complaint where she acknowledges they received a bill that was not paid
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[At the time the new number (***) was assigned, the service rep did not advise that I needed to be sure the number was local. He asked me if my area code was ***. If Sitestar is not responsible, why would the rep even mention the area code? The rep mistakenly gave me a number for ** *** not one for ** ***. This is simply a case of poor customer service.]
Regards,
*** *** ***
I was in the dealership on Friday, February 13/to have my car serviced Jeff P was the service representative I interacted with that day, His genial disposition made my experience at Olympic Honda a pleasant one, AS ALWAYS, so I wanted to take this opportunity to acknowledge his commendable level of customer service
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
SiteStar's personnel are making outlandish, and accusations First, as stated, I have been a customer since and have nothing in writing since the beginning of any cancellation period Second, as stated, they refused to help Flatout refused to troubleshoot or help in the problem, declaring without ANY proof that the problem was due to *** As stated, despite a conference call that *** *** setup between Sitestar and myself, I heard them again declare *** to be the problem, which *** *** rejected *** *** was astounded at their refusal to help, and advised me to seek a new ISP You may contact *** *** for verification of this fact.Third, as stated, they left me without any service for over one week.Fourth, in no was was vulgarity used against this personnel.Fifth, due to their providing me NO service for over one week, I feel I owe them nothing - rather they OWE ME for the complete outage on my system In summary, I WILL NOT BE PAYING THEM ONE CENT FOR THEIR LACK OF ASSISTANCE Furthermore, I have NOTHING IN WRITING from SiteStar over all the years of service stating any cancellation period Due to this fact, again I WILL NOT BE PAYING THEM ONE CENT FOR SERVICES THEY DID NOT RENDER
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told over the telephone in That I owed no further moneySince they did not contact me for four years, FOUR YEARSI assumed this matter closedThe burden of proof should be on themIf they had corresponded with me during 2010, I would have taken care of this billSince they didn't do this, the conversation I had with a customer service rep from Sitestar in June of assured me that I no longer owed them any money The person I spoke with on the phone in obviously did not document the conversation properlyIf this was so important why did it take FOUR YEARS come to lightThere was absolutely NO correspondence from this company from June of until I reviewed this bogus bill I'm August of I believe the burden of proof is on this companyThe person I spoke with, by her own admission, did not even work for the company in I should not be accountable for this company's failure to document communication with it's customersI pay my billsI don't owe this company any moneyI have documentation if service with another company for internet service beginning May 1,2010, I did not use their service after this time, no matter what their records showIt has already been established that their record keeping procedures are severely lacking This is the same as someone walking up to me in the street with a gun and demanding money!
Regards,
*** ***
We attempted to help Ms. [redacted] with her problems. She did not wish to work with us or hear anything we had to say about what could be causing the problem. She started out by calling up and screaming at me on the phone about how her service wasn't working but there was no record she had...
contacted us for help in months. I transferred her to technical support and they attempted to help her. They ran a check on the line which came back fine and then proceeded to attempt to have her check her router to make sure everything was set correctly. My understanding is that the [redacted] Antivirus was blocking access to the router so that the configuration could not be checked. When told she needed to contact [redacted] to find out how to get around that she again became belligerent with the support staff demanding that they help her because she pays us $20 a month. She was informed that our support staff is not trained to know how to handle every antivirus program. She was also told during the initial conversation with me that we do require 20 days notice on cancellations not 30 days as he is claiming in her complaint. She later called back yelling at me again about the fact that support could not help her with [redacted] and using vulgar language at which time she was instructed that if she did not refrain from using that language I would hang up. She again called the person in support a vulgar name at which time I hung up on her. She later decided to switch her service knowing full well that we required 20 days notice from our previous conversation and at that time called to find out about keeping her email account. During that conversation she was told we bill email only accounts in six month increments and demanded to pay us monthly. She was repeatedly told during that conversation that we only bill in six month increments and also that cancellations had to be received 20 days prior to the billing cycle. Our terms of service are available on our website at [redacted] and all customers were sent a welcome letter when we purchased their accounts detailing our requirement of 20 days notice including information on where to access our terms of service. She called back again screaming at me and being vulgar which is not acceptable and I am not required to tolerate it so she was again hung up on. She instructed me that she would not be paying and not to send her anymore bills so her account has been sent to collections as she was told it would be on the phone. I have attached a copy of our terms of service as well as the welcome letter that was sent out.
Mrs. [redacted] cancelled her service on 12/14/12 after we had sent her a bill for the 12/1/12 service. She would have recieved that bill and would have also been sent another bill with a final adjusted amount. Her claim that she didn't know she owed cannot be true since she canceled after...
she was billed and service had started for December 2012. We are sending out a copy of the invoice for the final month plus the fees. If Mrs. [redacted] wants to pay us the amount owed we will contact the collection agency and have collections stopped or she can contact them directly and make the payment with them. The information has not been reported to the credit bureau and is not reported until all attempts to collect have failed.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In view of the fact that the sitestar e-mail account has not worked in several years, sitestar should have received a returned message that the invoice did not reach the intended recipient. In view of the fact that I have been paying for a service that was not provided I would think that sitestar would be willing to forgo the additional fees that represent a very small part of my overall contribution to their business for over ten years. As a former business owner I would think that it would be in my best interest to drop the additional fees rather than risk negative comments about the company on the numerous avenues that are available today. In addition the cost of turning me over to collection will far exceed the amount of money that is being disputed. I will be satisfied and willing to drop this matter if sitestar will drop the additional charges and stop sending threatening letters that state that they will turn me over to a collection agency.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I just want to say that [redacted], an employee of Sitestar, and her supervisor were unprofessional and unaccommodating when we were trying to resolve the problem. Our Administrative Clerk asked [redacted] twice for a copy of the cancellation email dated back in "2009" but never received it. Our Administrative Clerk reiterated the email address the second time to make sure [redacted] was sending it to the correct email but we still did not receive it. We did receive a very unprofessional standard settlement letter on 4/1/14 with no date, no name, or no signature of the person who wrote the letter threatening to take us to court. It even noted TWICE in the letter that they would cancel our account. Our account has been already cancelled!
Regards,
[redacted]
As she was informed on the phone all cancellations are required in writing 20 days prior to the billing date. Our terms of service are accessible from our website at [redacted]. There is also a link at the bottom of every page on our website to those terms of service. ...
[redacted] Internet required 30 days notice on all cancellations so even if we were to go by their terms she would still owe for an additional month of service. I have enclosed a copy of our terms of service as well as a copy of the welcome letter that was sent to [redacted] customers that details our 20 day cancellation policy. We would be happy to settle the account for the $17.95 and waive all fees rather than turn it over to a collection agency which would result in additional collection fees. This is our final settlement offer on this account.
I have been with Donobi/sitestar as customer for a very long time and also worked for Donobi. I sent the company and email stating I was canceling my account as of 10/31/16. I spoke with one of the tech at 5:31pm pacific standard time the same night. According to tech in order to cancel we have to notify them 20 days in advance and I would still have to pay for the month of Nov-2016. I told him, I don't feel I should have to pay knowing I sent them email on 10/31/16 requesting to cancel. The tech stated in our welcome packet it states the terms of the process. I informed the tech I did not receive a welcome packet. I told the tech I use to work for Donobi before sitestar bought them, therefore I would have not been given a welcome packet. The tech told me to call the next day and speak to someone in the billing dept. I called on 11/1/16 and spoke with a gentleman by the name Ken. According to him, he seen the email message and stated the billing dept would take note of the cancellation. According to Ken, he stated I would still have to pay for the service covering Nov-2016. Our monthly bill is due on the 1st of each month. As of 11/1/16 I paid the bill so we would not be charged any late because knowing no one had gotten back to me. When I looked at bill for Nov-2016 it showed a additional charge of $3.00 was added to my bill. I called sitestar again today 11/2/16 and spoke with Ken and asked him why I was being charged additional $3.00. He stated that is a automatic fee charge. I told I was not going to pay knowing I had canceled the acct as of 10/31/16. He stated he would remove $3.00 from our bill. Ken view our acct and stated he seen where I had paid the $29.95 on 11/1/16. I then stated the only reason I paid the monthly is because I didn't want to be charged for a late. I explain to Ken again we were not given a welcome packet therefore I don't see why I would have pay anything knowing I sent email message on 10/31/16. Ken stated the information is also listed on there website. Well I looked at there website and did not see any information regarding those terms. I feel I should get my money back knowing I had cancelled before the 1st of Nov-2016. Knowing I was a long time customer, I don't feel I was treated fair and I found Ken to be very rude.He kept speaking over me. Then said cancel my damn account right now..According to the information listed on here. This company has (F). This should explain why I'm not happy.
As was explained to her we require all cancellations be in writing. Not using the service or just not paying is not the same as cancelling the service. You wouldn't just stop paying your phone bill because you weren't using it anymore you would contact them and tell them to disconnect...
it. We do not monitor to see if people are using the service as that would be considered an invasion of their privacy. The only email she provided me with was an email sent to support from a Gmail account showing an error that would be expected if you were trying to send messages through our server and did not have an account or were not authenticated on our email server. No where in this message does it reference an account number or email address with us so we would have no way of know if she was even a customer. She called us 05/09/14 and made a payment over the phone for her annual dues at that time if she was experiencing problems she could have requested information on cancelling or requested to speak to technical support. I show no record that she requested to speak to support, was transferred to support or requested to cancel. We send out invoices in advance and she never contacted us when she received the invoice stating she was having problems or that she wished to cancel the service. We allow time for someone to attempt to contact past due customers as well as time for checks to arrive in the mail and do not immediately terminate accounts. Our terms of service are located on our website at [redacted] accessible to the customer at all times. We require 20 days notice in writing on all cancellations by email, letter, or fax. We have offered to settle the account for $35.90 which covers the time the account remained active and available for her use. As she refused to pay the amount offered a final notice was sent to her before her account was turned over to collections. Should she continue to refuse to pay the balance we have no choice but to turn it over to a collection agency at which time she will not only be responsible for the initial $35.90 but also all late fees and a collections fee. This matter could have been avoided had she contacted us about cancelling or even told us when she paid last year that she was having problems with her email.
As per our terms of service we are not responsible for long distance charges. I explained this to the customer on 07/18/14. I explained that he is responsible for making sure any number is local as we have no way of knowing exactly what the service plan they have or exactly which areas...
their phone company considers local. Many people have unlimited calling to anywhere others do not. I have attached a copy of our terms of service where it is listed in section 1.2 that it is the customers responsibility to make certain a phone number is local and section 12.1 that states the customer is solely responsible for any long distance charges. When we acquire accounts we send them copies of our terms of service at that time. Therefore we are not responsible for any long distance charges.
It was explained to Mrs. [redacted] on the phone on 11/19/2014 that she never canceled the service with us. We require all cancellations in writing and that policy is outlined in our terms of service available online at [redacted]. All customers that were purchased from other...
companies were sent welcome letters with information on how to access our terms of service. I have also reviewed the terms of service she had with [redacted] prior to the acquisition and their cancellation policy was identical to ours with cancellation being required 20 days prior to the billing cycle in writing. It is the users responsibility to notify us if they are no longer using the service as we cannot track everyone's usage when we have thousands of customers.
The statute of limitations for Missouri is 5 years. There is no record of any payment from the customer to settle the account. She was sent bills in 2010 which she responded to saying she had sent cancellation in the mail. They were unable to find anything that was mailed to us and...
neither was I. The only cancellation from them was on 5/18/10 in email. There is even usage on the account through 5/12/10. We are willing to settle it for the $19.95 for the one month of service used and not paid for. I have attached a copy of the session history from May 2010. We mailed out a settlement letter along with a copy of the session history to her today 8/6/14.
As was already explained to Ms*** the account was canceled on 06/02/after the billing for June was placed on the account. Ms*** even acknowledges in her complaint that the last check to us was in February and the last invoice they have from us was sent in July which
would have been a second invoice for the quarterly fee plus late fees. Upon my last conversation with her I told her we would settle for the adjusted amount of $for the one month of service. At her request we sent her a settlement letter detailing that offer. We are willing to settle the account for the $as we have repeatedly offered to do. Otherwise the account will be turned over to collections along with a copy of this complaint where she acknowledges they received a bill that was not paid
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[At the time the new number (***) was assigned, the service rep did not advise that I needed to be sure the number was local. He asked me if my area code was ***. If Sitestar is not responsible, why would the rep even mention the area code? The rep mistakenly gave me a number for ** *** not one for ** ***. This is simply a case of poor customer service.]
Regards,
*** *** ***
I was in the dealership on Friday, February 13/to have my car serviced Jeff P was the service representative I interacted with that day, His genial disposition made my experience at Olympic Honda a pleasant one, AS ALWAYS, so I wanted to take this opportunity to acknowledge his commendable level of customer service
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
SiteStar's personnel are making outlandish, and accusations First, as stated, I have been a customer since and have nothing in writing since the beginning of any cancellation period Second, as stated, they refused to help Flatout refused to troubleshoot or help in the problem, declaring without ANY proof that the problem was due to *** As stated, despite a conference call that *** *** setup between Sitestar and myself, I heard them again declare *** to be the problem, which *** *** rejected *** *** was astounded at their refusal to help, and advised me to seek a new ISP You may contact *** *** for verification of this fact.Third, as stated, they left me without any service for over one week.Fourth, in no was was vulgarity used against this personnel.Fifth, due to their providing me NO service for over one week, I feel I owe them nothing - rather they OWE ME for the complete outage on my system In summary, I WILL NOT BE PAYING THEM ONE CENT FOR THEIR LACK OF ASSISTANCE Furthermore, I have NOTHING IN WRITING from SiteStar over all the years of service stating any cancellation period Due to this fact, again I WILL NOT BE PAYING THEM ONE CENT FOR SERVICES THEY DID NOT RENDER
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told over the telephone in That I owed no further moneySince they did not contact me for four years, FOUR YEARSI assumed this matter closedThe burden of proof should be on themIf they had corresponded with me during 2010, I would have taken care of this billSince they didn't do this, the conversation I had with a customer service rep from Sitestar in June of assured me that I no longer owed them any money The person I spoke with on the phone in obviously did not document the conversation properlyIf this was so important why did it take FOUR YEARS come to lightThere was absolutely NO correspondence from this company from June of until I reviewed this bogus bill I'm August of I believe the burden of proof is on this companyThe person I spoke with, by her own admission, did not even work for the company in I should not be accountable for this company's failure to document communication with it's customersI pay my billsI don't owe this company any moneyI have documentation if service with another company for internet service beginning May 1,2010, I did not use their service after this time, no matter what their records showIt has already been established that their record keeping procedures are severely lacking This is the same as someone walking up to me in the street with a gun and demanding money!
Regards,
*** ***
We attempted to help Ms. [redacted] with her problems. She did not wish to work with us or hear anything we had to say about what could be causing the problem. She started out by calling up and screaming at me on the phone about how her service wasn't working but there was no record she had...
contacted us for help in months. I transferred her to technical support and they attempted to help her. They ran a check on the line which came back fine and then proceeded to attempt to have her check her router to make sure everything was set correctly. My understanding is that the [redacted] Antivirus was blocking access to the router so that the configuration could not be checked. When told she needed to contact [redacted] to find out how to get around that she again became belligerent with the support staff demanding that they help her because she pays us $20 a month. She was informed that our support staff is not trained to know how to handle every antivirus program. She was also told during the initial conversation with me that we do require 20 days notice on cancellations not 30 days as he is claiming in her complaint. She later called back yelling at me again about the fact that support could not help her with [redacted] and using vulgar language at which time she was instructed that if she did not refrain from using that language I would hang up. She again called the person in support a vulgar name at which time I hung up on her. She later decided to switch her service knowing full well that we required 20 days notice from our previous conversation and at that time called to find out about keeping her email account. During that conversation she was told we bill email only accounts in six month increments and demanded to pay us monthly. She was repeatedly told during that conversation that we only bill in six month increments and also that cancellations had to be received 20 days prior to the billing cycle. Our terms of service are available on our website at [redacted] and all customers were sent a welcome letter when we purchased their accounts detailing our requirement of 20 days notice including information on where to access our terms of service. She called back again screaming at me and being vulgar which is not acceptable and I am not required to tolerate it so she was again hung up on. She instructed me that she would not be paying and not to send her anymore bills so her account has been sent to collections as she was told it would be on the phone. I have attached a copy of our terms of service as well as the welcome letter that was sent out.
Mrs. [redacted] cancelled her service on 12/14/12 after we had sent her a bill for the 12/1/12 service. She would have recieved that bill and would have also been sent another bill with a final adjusted amount. Her claim that she didn't know she owed cannot be true since she canceled after...
she was billed and service had started for December 2012. We are sending out a copy of the invoice for the final month plus the fees. If Mrs. [redacted] wants to pay us the amount owed we will contact the collection agency and have collections stopped or she can contact them directly and make the payment with them. The information has not been reported to the credit bureau and is not reported until all attempts to collect have failed.
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In view of the fact that the sitestar e-mail account has not worked in several years, sitestar should have received a returned message that the invoice did not reach the intended recipient. In view of the fact that I have been paying for a service that was not provided I would think that sitestar would be willing to forgo the additional fees that represent a very small part of my overall contribution to their business for over ten years. As a former business owner I would think that it would be in my best interest to drop the additional fees rather than risk negative comments about the company on the numerous avenues that are available today. In addition the cost of turning me over to collection will far exceed the amount of money that is being disputed. I will be satisfied and willing to drop this matter if sitestar will drop the additional charges and stop sending threatening letters that state that they will turn me over to a collection agency.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I just want to say that [redacted], an employee of Sitestar, and her supervisor were unprofessional and unaccommodating when we were trying to resolve the problem. Our Administrative Clerk asked [redacted] twice for a copy of the cancellation email dated back in "2009" but never received it. Our Administrative Clerk reiterated the email address the second time to make sure [redacted] was sending it to the correct email but we still did not receive it. We did receive a very unprofessional standard settlement letter on 4/1/14 with no date, no name, or no signature of the person who wrote the letter threatening to take us to court. It even noted TWICE in the letter that they would cancel our account. Our account has been already cancelled!
Regards,
[redacted]
As she was informed on the phone all cancellations are required in writing 20 days prior to the billing date. Our terms of service are accessible from our website at [redacted]. There is also a link at the bottom of every page on our website to those terms of service. ...
[redacted] Internet required 30 days notice on all cancellations so even if we were to go by their terms she would still owe for an additional month of service. I have enclosed a copy of our terms of service as well as a copy of the welcome letter that was sent to [redacted] customers that details our 20 day cancellation policy. We would be happy to settle the account for the $17.95 and waive all fees rather than turn it over to a collection agency which would result in additional collection fees. This is our final settlement offer on this account.
I have been with Donobi/sitestar as customer for a very long time and also worked for Donobi. I sent the company and email stating I was canceling my account as of 10/31/16. I spoke with one of the tech at 5:31pm pacific standard time the same night. According to tech in order to cancel we have to notify them 20 days in advance and I would still have to pay for the month of Nov-2016. I told him, I don't feel I should have to pay knowing I sent them email on 10/31/16 requesting to cancel. The tech stated in our welcome packet it states the terms of the process. I informed the tech I did not receive a welcome packet. I told the tech I use to work for Donobi before sitestar bought them, therefore I would have not been given a welcome packet. The tech told me to call the next day and speak to someone in the billing dept. I called on 11/1/16 and spoke with a gentleman by the name Ken. According to him, he seen the email message and stated the billing dept would take note of the cancellation. According to Ken, he stated I would still have to pay for the service covering Nov-2016. Our monthly bill is due on the 1st of each month. As of 11/1/16 I paid the bill so we would not be charged any late because knowing no one had gotten back to me. When I looked at bill for Nov-2016 it showed a additional charge of $3.00 was added to my bill. I called sitestar again today 11/2/16 and spoke with Ken and asked him why I was being charged additional $3.00. He stated that is a automatic fee charge. I told I was not going to pay knowing I had canceled the acct as of 10/31/16. He stated he would remove $3.00 from our bill. Ken view our acct and stated he seen where I had paid the $29.95 on 11/1/16. I then stated the only reason I paid the monthly is because I didn't want to be charged for a late. I explain to Ken again we were not given a welcome packet therefore I don't see why I would have pay anything knowing I sent email message on 10/31/16. Ken stated the information is also listed on there website. Well I looked at there website and did not see any information regarding those terms. I feel I should get my money back knowing I had cancelled before the 1st of Nov-2016. Knowing I was a long time customer, I don't feel I was treated fair and I found Ken to be very rude.He kept speaking over me. Then said cancel my damn account right now..According to the information listed on here. This company has (F). This should explain why I'm not happy.
As was explained to her we require all cancellations be in writing. Not using the service or just not paying is not the same as cancelling the service. You wouldn't just stop paying your phone bill because you weren't using it anymore you would contact them and tell them to disconnect...
it. We do not monitor to see if people are using the service as that would be considered an invasion of their privacy. The only email she provided me with was an email sent to support from a Gmail account showing an error that would be expected if you were trying to send messages through our server and did not have an account or were not authenticated on our email server. No where in this message does it reference an account number or email address with us so we would have no way of know if she was even a customer. She called us 05/09/14 and made a payment over the phone for her annual dues at that time if she was experiencing problems she could have requested information on cancelling or requested to speak to technical support. I show no record that she requested to speak to support, was transferred to support or requested to cancel. We send out invoices in advance and she never contacted us when she received the invoice stating she was having problems or that she wished to cancel the service. We allow time for someone to attempt to contact past due customers as well as time for checks to arrive in the mail and do not immediately terminate accounts. Our terms of service are located on our website at [redacted] accessible to the customer at all times. We require 20 days notice in writing on all cancellations by email, letter, or fax. We have offered to settle the account for $35.90 which covers the time the account remained active and available for her use. As she refused to pay the amount offered a final notice was sent to her before her account was turned over to collections. Should she continue to refuse to pay the balance we have no choice but to turn it over to a collection agency at which time she will not only be responsible for the initial $35.90 but also all late fees and a collections fee. This matter could have been avoided had she contacted us about cancelling or even told us when she paid last year that she was having problems with her email.
As per our terms of service we are not responsible for long distance charges. I explained this to the customer on 07/18/14. I explained that he is responsible for making sure any number is local as we have no way of knowing exactly what the service plan they have or exactly which areas...
their phone company considers local. Many people have unlimited calling to anywhere others do not. I have attached a copy of our terms of service where it is listed in section 1.2 that it is the customers responsibility to make certain a phone number is local and section 12.1 that states the customer is solely responsible for any long distance charges. When we acquire accounts we send them copies of our terms of service at that time. Therefore we are not responsible for any long distance charges.
It was explained to Mrs. [redacted] on the phone on 11/19/2014 that she never canceled the service with us. We require all cancellations in writing and that policy is outlined in our terms of service available online at [redacted]. All customers that were purchased from other...
companies were sent welcome letters with information on how to access our terms of service. I have also reviewed the terms of service she had with [redacted] prior to the acquisition and their cancellation policy was identical to ours with cancellation being required 20 days prior to the billing cycle in writing. It is the users responsibility to notify us if they are no longer using the service as we cannot track everyone's usage when we have thousands of customers.
The statute of limitations for Missouri is 5 years. There is no record of any payment from the customer to settle the account. She was sent bills in 2010 which she responded to saying she had sent cancellation in the mail. They were unable to find anything that was mailed to us and...
neither was I. The only cancellation from them was on 5/18/10 in email. There is even usage on the account through 5/12/10. We are willing to settle it for the $19.95 for the one month of service used and not paid for. I have attached a copy of the session history from May 2010. We mailed out a settlement letter along with a copy of the session history to her today 8/6/14.
Our previous response stands.