BFI Canada

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 $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 days notice on cancellations not 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 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 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 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 phoneI 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/after we had sent her a bill for the 12/1/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 We are sending out a copy of the invoice for the final month plus the feesIf 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

As per our terms of service we are not responsible for long distance charges I explained this to the customer on 07/18/ 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 that it is the customers responsibility to make certain a phone number is local and section 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

I have been with Donobi/sitestar as customer for a very long time and also worked for DonobiI sent the company and email stating I was canceling my account as of 10/31/I spoke with one of the tech at 5:31pm pacific standard time the same nightAccording to tech in order to cancel we have to notify them days in advance and I would still have to pay for the month of Nov-I told him, I don't feel I should have to pay knowing I sent them email on 10/31/requesting to cancelThe tech stated in our welcome packet it states the terms of the processI informed the tech I did not receive a welcome packetI told the tech I use to work for Donobi before sitestar bought them, therefore I would have not been given a welcome packetThe tech told me to call the next day and speak to someone in the billing deptI called on 11/1/and spoke with a gentleman by the name KenAccording to him, he seen the email message and stated the billing dept would take note of the cancellationAccording to Ken, he stated I would still have to pay for the service covering Nov-Our monthly bill is due on the 1st of each month As of 11/1/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-it showed a additional charge of $was added to my billI called sitestar again today 11/2/and spoke with Ken and asked him why I was being charged additional $He stated that is a automatic fee chargeI told I was not going to pay knowing I had canceled the acct as of 10/31/He stated he would remove $from our billKen view our acct and stated he seen where I had paid the $on 11/1/I then stated the only reason I paid the monthly is because I didn't want to be charged for a lateI 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/Ken stated the information is also listed on there websiteWell I looked at there website and did not see any information regarding those termsI feel I should get my money back knowing I had cancelled before the 1st of Nov-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 meThen said cancel my damn account right now..According to the information listed on hereThis company has (F)This should explain why I'm not happy

It was explained to Mrs [redacted] on the phone on 11/19/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 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 years There is no record of any payment from the customer to settle the account She was sent bills in 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/in email There is even usage on the account through 5/12/ We are willing to settle it for the $for the one month of service used and not paid for I have attached a copy of the session history from May We mailed out a settlement letter along with a copy of the session history to her today 8/6/

Our previous response stands

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 ***, 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/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]