BiTec Company, Inc.

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: Melanie *** Mgr
Thank you for allowing Indiana Telephone Network the opportunity to respond as follows
Note: Our software allows all communication (voice mails, emails, mail) to be documented to the customer's
account with a numerical ticketing system
Mrs*** is correct in our office hours: Monday through Friday from 9:00am to 6:00pmHowever we do offer after hours support if the issue is not related to an outage which is out of our controlWe work closely with the Carrier (Century Link) to get services restored asap
I can support MrsNellan's contacting our office after hours:
Ticket #XXXXXX
Subject: PBX: New message in mailbox XXXXXXXXXX
Date: Mon, Dec 17:54:-
A message 0:minutes long was left in your mailbox
She left a detailed voice mail reporting that her DSL internet service was not working
Tue Dec 12:47:the next day my Technical Team contacted her and left a voice mail informing that the Century Link outage was over and her service should be restored
Ticket #XXXXXX
Subject: New message in mailbox
Date: Tue, Jan 07:35:-
There is a new voicemail in mailboxLength: 1:seconds
She left a message reporting Password troubles after outage last week
I'll be speaking with her after 5:30pm today
*** called in as planned and I did lots of troubleshootingHer router, that she supplied, has frozen up and is not respondingI'm not sure if it took a power hit or what has happenedShe will buy a new one and call in
Customer bought a Netgear but we were unable to login successfullyShe'll take it to a tech tomorrow
Wed Jan 21:14:NOTE AFTER HOURS
I called customer tonight and she is still having troubles with her new router and now the modem won't sync upShe is thinking about canceling though and not wrestling with it any further
Mon Jan 09:23:
*** did move on to a new provider, she just calledI provided her with full CMA informationShe does not need to return the modem, she owns it from years ago
.Ticket #XXXXXX
Subject: *** ***: Declined all offers!
Date: Sat, Jan 01:01:-(EST)
To: ***@cancel-my-account.com
I called customer and left a message confirming receipt of her cancellationPlease note: The last offer got sent to her 1/22/and I received notification this morningSo if she did not hit the never mind button, it would have been days prior to last offer
Ticket #XXXXXX
Order placed with Century Link to cancel service and prevent future billing
Mrs*** has been a valued customer since 1989! It is with regret that she ends her relationship with us on a negative note
Account Status: CANCELLED
Account Balance: ZERO
No future billing will occurRefer to invoice copy located under NOTES:
ITEM #As long as you are not canceling a contract, there is never a charge to cancel serviceHowever, we offer no full or partial credits on services after you have been billed
ITEM #19: We are always a phone call away if you need us260-490-(All voice mails had been responded too in a timely mannerI wish the Customer would have come to us with her concerns rather than going directly to the Revdex.comWe were not given the opportunity to address and explain)
ITEM #20: Terms are subject to changeBe sure to go to www.indianatelephonenetwork.com/terms for the most up to date information regarding the policies associated with your service agreement
In summary, Mrs*** had service with us since 1998! It is with regret that she ends her relationship with us on a negative noteI will send an email of apology to her directly for the misunderstanding and make sure she is aware that the services are cancelled and she will not be billed again
OFFER:
No further action required as the last offer was sent on Friday, January 22, We were notified on Saturday, January 23rd, Monday, January 25, orders placed to cancel all servicesAccount status changed from active to cancelled
Account balance is zero
No future billing will occur

Initial Business Response /* (1000, 7, 2015/07/21) */
Contact Name and Title: Melanie *** Mgr
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@indianatelephonenetwork.com
Indiana Telephone Network (formerly KC Online, LLC) appreciates the opportunity to respondSpecifically, Mr
*** complains that he was unable to request cancellation of services on the date before his invoice generatedWe ask that you please keep in mind that these concerns are very important to usAll forms of communication are assigned a ticket number and documented in the Customer's account:
Pmt received for 5/18/Invoice on 06/01/2015: NO REQUEST TO CANCEL SERVICE INCLUDED WITH PAYMENT? CUSTOMER CLAIMS STOPPED BEING USED ONE DAY LATERUnfortunately we have no way of determining if the service being provided is being used actively or not
T#XXXXXX X/17/Customer called in and spoke with Adam *** Request to cancel all services as he has bundled with Century LinkInstructions provided on our new procedure to cancel: cancel-my-account.com
T#XXXXXX X/18/Modem returned - (Hand Delivered)
T#XXXXXX X/18/Letter cancelling all services on June 17, (Hand Delivered)
Supporting information which was explained to the Customer:
Acquisition of KCOnlineAll their records were papersRecord keeping was not on the computerNot all contracts were provided when we acquired the CompanyMaintaining service with Indiana Telephone Network (formerly KC Online) implies an agreement to Terms and Conditions - which are subject to changeWe could not locate the signed contract which from however we were successful locating a contract that was utilized during this time period which clearly states, I understand I can cancel this service upon days written notice and agree to pay all charges during this time
1.) Invoices fully disclose our policy: #11.As long as you are not canceling a contract, there is never a charge to cancel serviceHowever, we offer no full or partial credits on services after you have been billed
2.) Provide location of our Terms: www.indianatelephonenetwork.com/terms
3.) We are not the direct provider of DSL Service - orders have to be placed with our Carrier(s) which can take up to days to complete(This order was not placed until the cancel-my-account process completed on 07-09-in which data was still on the line at that time
4.) Final direction: If the Customer is still arguing and disagreeing to remit paymentTell them that your role is to represent themYou have a responsibility to explain our business rules and policyIf these are still unacceptable - and you do not have the authority to waive any fees - you would like to provide them with a Customer Dispute FormAsk how they would like to receive the form - scanned and sent via email, faxed or mailedThey need to complete, sign and return
To date we have not received this dispute form which would allow his issues to be escalated to higher management but he chose to go directly to the Revdex.com
Please accept my sincerest apologies for the frustration experienced with the cancel-my-account processOur new process is an attempt to retain the Customer by offering discounted services and find out what we did wrongWe have been very successful with this new process and retained many satisfied customers and obtained beneficial feedbackI am sorry this is not the case with Mr***We are sorry to lose his business and it was a pleasure servicing their internet needs for so many years
This account is in a cancelled statusThere will not be further charges for serviceCurrent amount is due based on our terms of service and business rules
OFFER:
Please accept my sincerest apologies for the frustration experienced with the cancel-my-account processOur new process is an attempt to retain the Customer by offering discounted services and find out what we did wrongWe have been very successful with this new process and retained many satisfied customers and obtained beneficial feedbackI am sorry this is not the case with Mr***We are sorry to lose his business and it was a pleasure servicing their internet needs for so many years
This account is in a cancelled statusThere will not be further charges for serviceCurrent amount is due based on our terms of service and business rules
Initial Consumer Rebuttal /* (3000, 9, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled service prior to being billed so the billing is not validI cancelled service on June not July as indicated by the cancel-my-service processThe supporting information that Indiana Telephone Network says was explained was not mentioned in any communication with me except that they could not find a contract for meThey have no record of a contract with meNowhere on my communications with KC Online (Indiana Telephone Network) does it give a location for me to access the terms and conditions that they say I have agreed toI chose to escalate this to the Revdex.com because I was not offered a billing dispute form until I notified customer service that I intended to contact the Revdex.com
Final Business Response /* (4030, 12, 2015/08/03) */
Please remember, all forms of communication are documented via a dated ticketThese are facts and based on our company business rules and policy is what our decision was based onI will give this a final attempt to address the Customer's statements in accordance with what I see as documented on the account and to be in fact true
June 17th, Ticket #- Customer called to cancel DSLAdam provided cancel-my-account.com instructions
June 18th, Ticket #- Customer returned modem with letter requesting to cancel services
June 18th, Ticket #- Contains a scanned copy of the letter Customer provided
We are in agreement that no contract could be located HOWEVER our invoices clearly state (as previously provided)
ITEM #11: As long as you are not canceling a contract, there is never a charge to cancel serviceHowever, we offer no full or partial credits on services after you have been billed
NOTE: Customer was billed on June 18th, the same date the modem was returned and letter was received
FACT: Billing occurred prior to cancellation and completion of the cancel-my-account.com process
Also, I was successful locating notification sent through the records under billing events supporting where the customer received Terms of Service in accordance with the CPNI regulationsThus providing location of updated terms of service via www.indianatelephonenetwork.com/terms
July 13th, Ticket #- Mrs*** phoned and left a voice mail requesting a copy of their signed contractI provided instructions which were relayed via a phone call from Mr*** and Eric FRefusal to remit payment was made and in addition to a Customer Dispute Form being offered to allow upper management to review the Customer was also explained in full why we were unable to locate the contract (previously provided), location of our terms at www.indianatelephonenetwork.com , the need for having to place an order to cancel their service through Century Link, etc
FACT: Terms of service has been provided to the Customer via a written notification and verbally as documented on this ticket
June 28th, Ticket #- Ticket generated from completion of the cancel-my-account.com processEric F proceeded and cancelled accountOrders were placed to prevent future billing
OFFER:
We will credit any late fees, collection fees but the amount of $is due in full

Initial Business Response /* (1000, 5, 2015/11/09) */
Contact Name and Title: Melanie [redacted] Mgr
Contact Phone: XXX-XXX-XXXX x 4063
Contact Email: [redacted]@indianatelephonenetwork.com
Indiana Telephone Network appreciates the opportunity to respond; Specifically to Mr. [redacted]'s claims of...

engaging in unethical business practices and refusal to complete the cancellation order.
The software that we use allows all forms of communication to be documented to the Customer's account by assigning ticket numbers. I have reviewed all such documentation to ensure that our business rules, policy and cancellation procedures were disclosed. Reference the following:
Ticket #XXXXXX Sun Oct 25 10:31:27 2015
Mr. [redacted] emailed [redacted]@indianatelephonenetwork.com requesting assistance exporting email, files and information.
Second email received informing they are changing service providers. Hopeful to complete transaction by October 31st, 2015.
Tech Support responded, requesting additional information. Disclosed cancellation procedures and our policy as well.
Tue Oct 27 16:58:00 2015
Customer has not started the cancellation process because they want to make sure everything is transferred before discontinuing service.
Ticket #XXXXXX Tue Nov 03 12:19:16 2015
Mrs. Achenback phoned to obtain their account number.
Friday, November 6th, 2015
I accessed the cancel-my-account site online today (Monday, November 9th, 2014) The Customer is currently on Offer #6 which indicates that they did not start the process until XX-X-XXXX and they have six more days or offers to go.
Ticket #XXXXXX Fri Nov 06 15:34:36 2015
Mr. [redacted] phoned and made the following comments:
-I'm going to the Revdex.com about you
-I'm going to the Public Service Commission
-What the [redacted] kind of company are you running over there?
-Your cancellation website is designed to harass customers
-I demand a refund of unused services after 10/26 which is when we first wanted to cancel. (Adam's note: I stated that we don't refund partial months and that they were paid up until 11/15 in which they could use the service through)
Adam continues with, I did not argue any of the points. Disclosed our policy and made sure he knew I would document all his complaints.
IMPORTANT CONSIDERATION:
1.) In accordance with CPNI regulation's, every year our Terms of Service is emailed to our customers. This fully discloses the cancellation process. The customer received this notification on :
2015-09-20 01:00:57 KCONLINE: CPNI - Terms of Service

2.) Monthly invoices contains important information listed in items 1 through 20.
The following are relevant to this claim:
11. As long as you are not canceling a contract, there is never a charge to cancel service. However, we offer no full or partial credits on services after you have been billed.
20. Terms are subject to change. Be sure to go to www.indianatelephonenetwork.com/terms for the most up to date information regarding the policies associated with your service agreement.
3.) The customer signed up for service 09/14/1999! At that time they agreed to provide thirty days written notice of cancelling.
4.) Customer was invoiced on October 15th, 2015 for billing period of October 15th, 2015 through to November 14th, 2015. The customer was aware of this and could have elected to change providers at the end of his billing period to prevent paying two providers!
5.) Indiana Telephone Network has to place an order to deactivate or cancel DSL internet services with the LEC which is Century Link. We are not the direct provider of the service. An order can take 3 to 5 business days to complete. This is not something that can be performed in just one business day.
We sincerely regret the frustration Mr. [redacted] experienced watching the video and cancelling his service.
However, we are an ethical company of integrity. (we didn't do anything that had not been disclosed in writing and verbally communicated. We did exactly what we said we were going to do from thte ti.)
Our new process is an attempt to retain the Customer by offering discounted services and find out what we did wrong. Some customers do elect to take advantage of an offer. We have been very successful with this new process and retained many satisfied customers. I am sorry that this is not the case with Mr.& Mrs. [redacted].
The Customer [redacted] not be invoiced again. There [redacted] not be any credits or refunds applied.
Thank you for your time and support on this matter.
OFFER:
Prevent further billing. Apologize for ending our long time relationship on such a negative note. I wish I had been involved prior to this point to allow extensive explanation as to why we do things the way we do.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/28) */
Good morning Ms.[redacted],
The response from Indiana Telephone Network clearly outlines their dishonest and unethical cancellation procedures. Instead of acting on our request to terminate our service, they sent us numerous offers to continue our service. Their refusal to refund payments made in advance is dishonest and contrary to the practices of any other service company I have ever dealt with.
[redacted]