Big River Broadband

Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX XXXX Contact Email: [redacted] @bigrivercom.com This customer has asked if we would turn her service back onWe will turn her service back on as soon as she pays her outstanding balance for servicesCustomer will not be responsible for any early termination feesTo get account reactivated please call XXX-XXX-XXXX option and ask for our collections department

Initial Business Response / [redacted] (1000, 15, 2015/08/04) */ Big River does acknowledges that this customer did have issues with their connection due to the issues they had we had credit them more than $As of right now the customer has an outstanding balance of $which includes the early termination fee, equipment and past due balanceBig River will settle this debt if customer agrees to pay $of the $they owe for past services and return all equipment in good working conditionIf the customer want additional details of their outstanding balance they will have to contact our customer supportThey can reach our customer support at X-XXX-XXX-XXXX option

Initial Business Response /* (1000, 15, 2015/08/05) */
Whenever a new customer signs up for service they agree to our terms and conditions which is know as our Master Service Agreement (MSA)These terms and conditions are emailed to the customer and can be found at
http://***/about-us/msa/When Big River Sales Executive signs up a new customer they briefly run through the terms and conditions, it is the customer's responsibility to ready through the entire agreementIf the customer doesn't like something in the agreement they have days, no questions asked, to cancel service and get a full refundIf the customer would like we can send them a copy of the Master Service Agreement (MSA)

Initial Business Response /* (1000, 7, 2015/09/11) */
The terms and conditions that the customer agreed to at the time he signed up are different then what we have in place nowWhen the customer signed up back in July it was a flat $to cancel services and he would be responsibly for
bringing back the equipment and if the equipment wasn't brought back then he would he charged for the equipment as wellWith that said Big River will honor the new terms and conditions which is $a month minus $for each month of active serviceSo the early termination fee would be - (months of active service) which comes out to $

Initial Business Response /* (1000, 7, 2015/08/18) */
We have reviewed this customers account and determined that the customer canceled their service near their year anniversary date so we will remove any early termination fee but the customer will be responsible for any outstanding balanceTo
verify the removal of the early termination fee please contact our support team at XXX XXX XXXX option **

Initial Business Response /* (1000, 6, 2015/08/18) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX
Contact Email: ***@bigrivercom.com
This customer has asked if we would turn her service back onWe will turn her service back on as soon as she pays her outstanding balance
for servicesCustomer will not be responsible for any early termination feesTo get account reactivated please call XXX-XXX-XXXX option and ask for our collections department

Initial Business Response /* (1000, 15, 2015/08/04) */
Big River does acknowledges that this customer did have issues with their connection due to the issues they had we had credit them more than $300. As of right now the customer has an outstanding balance of $747.17 which includes the early...

termination fee, equipment and past due balance. Big River will settle this debt if customer agrees to pay $200 of the $270.46 they owe for past services and return all equipment in good working condition. If the customer want additional details of their outstanding balance they will have to contact our customer support. They can reach our customer support at X-XXX-XXX-XXXX option 2.