C&C Engine Exchange

To Whom it May Concern,I have contacted Ms[redacted] in regards to this issueWe have worked out a resolution and will be sending a new MiFi unit to Ms[redacted] to see if we can meet her needs. The customer has my contact information and will reach out to me if the new MiFi is not performing as
expected.Thank you,
Michael
[redacted]
Director
of Call Center OperationsCarolina West Wireless
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom it May Concern,Our records of customer [redacted] account shows the following notes in regards to this issue:• June 25, 2016: Port Request came from T-Mobile with incorrect account information.  Per porting guidelines the port request was declined based on incorrect customer...

address submitted by T-Mobile.• July 14, 2016: [redacted] contacted Carolina West Wireless to inquire on account balance.  During this phone call Ms. [redacted] realized that her line of service [redacted] was not disconnected.  At that time she worked with a Team Lead and line [redacted] was set to disconnect.  As a courtesy the remaining charges on this line that would have billed to the customer were waived.  Notes reflect that the customer was happy with the outcome.• July 19, 2016: Notes reflect that we attempted to contact Ms. [redacted] in regards to changing her billing cycle date.  The balance must be paid in full before lines can be moved from one billing due date to another.  A voicemail was left for Ms. [redacted] asking that she return a call to Carolina West Wireless so we could get payment and move the billing date as she had requested.• July 23, 2016: Carolina West Wireless attempted to contact Ms. [redacted] again regarding the billing date change. The attempt was unsuccessful and a voicemail was left for Ms. [redacted] asking for a return call. • July 26, 2016:  Carolina West Wireless attempted to contact Ms. [redacted].  Ms. [redacted] indicated that it was not a good time for her to speak with the representative that was speaking to her.  Notes of the account state she Ms. [redacted] was notified that we would call her back the next day.• July 27, 2016: Carolina West Wireless attempted another follow-up call with Ms. [redacted] and she once again indicated it was not a good time for her to speak with the representative that was speaking with her.• July 28, 2016: Carolina West Wireless attempted another follow-up call with Ms. [redacted], the attempt was unsuccessful and a voicemail was left asking that she return a call to Carolina West Wireless at her convenience.• September 1, 2016: Records show that Ms. [redacted] contacted Carolina West Wireless to review her account balance.  Notes show that she felt she had indicated that she wanted all three lines on her account disconnected when she spoke to Carolina West Wireless on July 14, 2016.  The call recording from the July 14, 2016 call was reviewed to see what discussion was had between Ms. [redacted] and Carolina West Wireless.  The recording shows that the only line being discussed to disconnect was line [redacted].  The remaining lines on the account were never discussed during the July 14, 2016 conversation. The timeline listed above shows that we attempted to contact Ms. [redacted] multiple times with no success.  The call that took place on July 14, 2016  was reviewed and it was verified that the only line being requested to close was line [redacted].  We strongly feel that we were attempting to work with the customer as the multiple attempts to contact her above reflect.  Even though we were specifically following the customers’ requests, as a courtesy Carolina West Wireless has waived the charges for service for the August and September billing dates.  A credit of $320.34 has been posted to Ms. [redacted] account. We feel that this issue should be considered closed and resolved based on this information.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To Whom it May Concern,We have been in contact with Ms. [redacted] in regards to the issues she was having with her device.  We have worked with Ms. [redacted] to provide a solution for her to the issues she is experiencing and feel this matter should be considered closed and resolved.  Please feel free to contact me directly for any questions or concerns.Thanks,Michael [redacted]Carolina West WirelessDirector of Call Center Operations[redacted]