Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Contact Name and Title: Melanie [redacted] Mgr Contact Phone: XXX-XXX-XXXX x 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 numbersI have reviewed all such documentation to ensure that our business rules, policy and cancellation procedures were disclosedReference the following: Ticket #XXXXXX Sun Oct 10:31: Mr [redacted] emailed [redacted] @indianatelephonenetwork.com requesting assistance exporting email, files and information Second email received informing they are changing service providersHopeful to complete transaction by October 31st, Tech Support responded, requesting additional informationDisclosed cancellation procedures and our policy as well Tue Oct 16:58: Customer has not started the cancellation process because they want to make sure everything is transferred before discontinuing service Ticket #XXXXXX Tue Nov 12:19: MrsAchenback phoned to obtain their account number Friday, November 6th, I accessed the cancel-my-account site online today (Monday, November 9th, 2014) The Customer is currently on Offer #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 15:34: 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/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/in which they could use the service through) Adam continues with, I did not argue any of the pointsDisclosed 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 customersThis fully discloses the cancellation processThe customer received this notification on : 2015-09-01:00:KCONLINE: CPNI - Terms of Service 2.) Monthly invoices contains important information listed in items through The following are relevant to this claim: 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 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 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, for billing period of October 15th, through to November 14th, 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 LinkWe are not the direct provider of the serviceAn order can take to business days to completeThis 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 communicatedWe 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 wrongSome customers do elect to take advantage of an offerWe have been very successful with this new process and retained many satisfied customersI am sorry that this is not the case with Mr.& Mrs [redacted] The Customer [redacted] not be invoiced againThere [redacted] not be any credits or refunds applied Thank you for your time and support on this matter OFFER: Prevent further billingApologize for ending our long time relationship on such a negative noteI 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 / [redacted] (3000, 11, 2015/11/28) */ Good morning Ms[redacted] , The response from Indiana Telephone Network clearly outlines their dishonest and unethical cancellation proceduresInstead of acting on our request to terminate our service, they sent us numerous offers to continue our serviceTheir 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]
Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Contact Name and Title: Melanie [redacted] Mgr Contact Phone: XXX-XXX-XXXX x 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 numbersI have reviewed all such documentation to ensure that our business rules, policy and cancellation procedures were disclosedReference the following: Ticket #XXXXXX Sun Oct 10:31: Mr [redacted] emailed [redacted] @indianatelephonenetwork.com requesting assistance exporting email, files and information Second email received informing they are changing service providersHopeful to complete transaction by October 31st, Tech Support responded, requesting additional informationDisclosed cancellation procedures and our policy as well Tue Oct 16:58: Customer has not started the cancellation process because they want to make sure everything is transferred before discontinuing service Ticket #XXXXXX Tue Nov 12:19: MrsAchenback phoned to obtain their account number Friday, November 6th, I accessed the cancel-my-account site online today (Monday, November 9th, 2014) The Customer is currently on Offer #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 15:34: 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/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/in which they could use the service through) Adam continues with, I did not argue any of the pointsDisclosed 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 customersThis fully discloses the cancellation processThe customer received this notification on : 2015-09-01:00:KCONLINE: CPNI - Terms of Service 2.) Monthly invoices contains important information listed in items through The following are relevant to this claim: 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 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 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, for billing period of October 15th, through to November 14th, 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 LinkWe are not the direct provider of the serviceAn order can take to business days to completeThis 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 communicatedWe 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 wrongSome customers do elect to take advantage of an offerWe have been very successful with this new process and retained many satisfied customersI am sorry that this is not the case with Mr.& Mrs [redacted] The Customer [redacted] not be invoiced againThere [redacted] not be any credits or refunds applied Thank you for your time and support on this matter OFFER: Prevent further billingApologize for ending our long time relationship on such a negative noteI 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 / [redacted] (3000, 11, 2015/11/28) */ Good morning Ms[redacted] , The response from Indiana Telephone Network clearly outlines their dishonest and unethical cancellation proceduresInstead of acting on our request to terminate our service, they sent us numerous offers to continue our serviceTheir 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]