Capital Communications Consultants, Inc.

On Dec 2, 2012 I received a call from capital communications between about 7-pm at night telling me I had to hurry up and change my phone number because they was going out of business. At first I thought it was a scam but I called the 800 number and it was real. I talked to the customer service rep and she said it was true and I had four business days to get the work order in. I had the order in that night. I sent had a credit order the next day to pay. I had chose [redacted] communications because capital told them I would keep my same number. They didn't transfer it over so I thought I had the same number. I found out later on I had a new number. On Dec 3, I receive a letter from capital communications which had a date on the letter for November 20, 2013 I didn't see any postmarked stamp date on letter. It was in a envelope just put in my mail box. The letter told me to get with one tone telecom company but they said capital communications didn't release my number yet. I want my same number now!!!!. I talked to a betty with [redacted] communications and she said I can have the same number too. When she took my order she knew then that I couldn't get the same number. I also talked to supervisor [redacted] an [redacted] id 200644. They both gave me the run around I ask was the company under a new name and they avoided the question. I don't know if they are under a new name because nobody gave a me a sincere answer. I called the public service commission in montgomey, Alabama and talked to a person name [redacted] and I called on 12/10/13 and she called capital communications and also waiting on a response. [redacted] said you have to give the company time to response when she talked to them. I am waiting on [redacted] to call me back and tell me what [redacted] communications is going to say. Final point is there is no reason why I can't have my same phone number back. I had this phone number over twenty years. I want my old number back. I think these government phone companies are scamming people.Desired SettlementI want my old phone number back and that is all.Business Response January 28, 2014Re: Case # 40093051, [redacted]To Whom It May Concern: The purpose of this letter is to address Ms. [redacted]'s complaint against Capital Communications Consultants, Inc. (Capital Communications). Ms. [redacted] stated she was informed that Capital Communications would be going out of business and she would need to switch her service over to another provider. Ms. [redacted] also stated that she was told she would be able to keep the same phone number, which she was not able to. Ms. [redacted] would like to have her previous telephone number with her new provider. On 11/13/13, Ms. [redacted] contacted Capital Communications in order to make a payment; however, her payment was declined. The representative informed her to call back as soon as possible so her telephone line did not become suspended due to late payment. On 11/14/13, Capital Communications placed a retention call to Ms. [redacted] at one day past her due date. This call included the balance due and the date due before her line would be suspended. On 11/19/13, customer service representatives were informed that Capital Communications would be discontinuing business on 12/1/13, and that letters would be mailed to customers immediately. On 12/4/13, Ms. [redacted]'s line was permanently disconnected. On 12/6/13, Ms. [redacted] contacted Capital Communications to inform them that she received a letter that they were discontinuing business. Ms. [redacted] was advised to reconnect her service with another carrier. Ms. [redacted] requested to keep her same telephone number; however, Ms. [redacted] was informed that this would not be possible since her line had been inactive with Capital Communications since 12/4/13. Capital Communications would like to thank Ms. [redacted] for her business and would also like to apologize for any inconvenience this situation may have caused her. If you have any additional questions and/or concerns regarding Ms. [redacted]'s account, please do not hesitate to contact me. Regards,[redacted], Inc. on behalf of Capital Communications Consultants, Inc.Disputes and Escalations Specialist[redacted]@goaxia.com

Company held out 5 payments from my checking account instead of 1 and will not refund my money.09/17/2013-09/19/2013 Account number XXXXXXPaid with debit cardDesired SettlementI would like for the 4 extra payments to be refunded to my account.Business Response October 8, 2013Re: Case # XXXXXXXX, [redacted]To Whom It May Concern: The purpose of this letter is to address [redacted]'s complaint against Capital Communications Consultants, Inc. (Capital Communications). Mr. [redacted] states that Capital Communications held five payments from his checking account instead of the one he made in order to pay for his service. [redacted] would like to be refunded for the four held payments. On 9.17.13, [redacted] attempted to make a payment on his account for $45.14 through Capital Communications' IVR (automated) system. On the fifth attempt, [redacted]'s payment was successful. On 9.20.13, [redacted] contacted Capital Communications to inquire about the four extra payments that reflected on his bank statement. The customer service representative that helped [redacted] looked at his account and informed him that he only saw one payment for $45.14 which posted successfully on 9.17.13. Upon further review, Capital Communications has discovered through Authorize.net, the credit card processing database, that [redacted] entered his credit card information four times since his first attempt was unsuccessful. The error message provided was, "Declined - Authorization with the card issuer was successful but the transaction date was declined due to an address or Zip code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface." Because of this error, [redacted]'s credit card issuing bank held these payments as a holding fee until the one payment cleared. Capital Communications shows that only one payment of $45.14 posted to [redacted]'s account and drafted from Capital Communications. It is our suggestion that [redacted] contact his credit card issuing bank to have them release these funds. Capital Communications appreciates [redacted]'s business and would like to apologize for any inconvenience he may have experienced. Capital Communications hopes to continue to provide [redacted] with the best possible customer service.If you have any questions and/or concerns regarding [redacted]'s account, please do not hesitate to contact me. Regards,[redacted]Disputes and Escalations Specialist [redacted] Inc.[redacted]

When I called to cancel my service, they told me it would be canceled with no further bill due. They still deducted the payment from my account.On July 22, 2013 around 8:45 AM I called Cap Com phone at X-XXX-XXX-XXXX to have my home phone service disconnected because I found a cheaper company. The rep confirmed my information and put me on hold to speak with someone in the technical department for the disconnection. She came back a couple of minutes later and said that the phone service would be disconnected within 24 hours. I told her that I am signed up for automatic payment that is scheduled for July 24, 2013, which was two days away. I asked her four times if I would be billed. All four times she said NO because the service is showing as disconnected in their system. I completed an online disconnect notice on their website on July 22, 2013 at9:42 AM as well. I advised the rep that I submitted an online disconnect to ensure that this account would get closed by me calling and by me submitting an online disconnection request. She assured me that I would NOT get billed and that the service will be disconnected. I asked her repeatedly is that all that I had to do. She said that was it. She told me that if I wanted to come back, I'd have to pay the $29.57 in advance. I thanked her and we hung up. When I checked my bank account two days ago, the automatic payment of $29.57 was deducted from my bank account. I just called to inquire why was the money deducted when I cancelled my account two days before the bill was due, and I was told that the money would not be deducted anymore. I was told that I did not completely disconnect my service because I didn't talk to their third party disconnection department. I explained to the rep that I called on July 22, 2012 around 8:45 AM to have the service disconnected and filled out an online request for disconnection on that same day. She said the online disconnection request is NOT honored and the only way to disconnect service is to go through their verification or 3rd party person. She said that once I put in the disconnection, they were to call me back to confirm the disconnection. She said that they got no answer when they called me back to confirm. OF COURSE THEY GOT NO ANSWER. MY NUMBER HAD BEEN CHANGED TO THE NEW TELEPHONE SERVICE PROVIDER!!!! The first rep never told me that they would have to call me back to confirm anything. She only told me that the disconnection went through and that I would NOT be charged. Today the new rep transferred me to [redacted] # XXXXXX who completed the disconnection steps for me. He said that I would not be getting a refund. I told him that I would be getting a refund because I called in to cancel on July 22, 2013 and filled out the online disconnection request on July 22, 2013. If their online disconnection request is NOT HONORED, why is it on their website? Also why are the reps not telling customers that they must go through another person (3rd party) to disconnect service? This is totally unfair to their customers. I am so happy that I am no longer with this company. They have some of the most unfair and ridiculous policies of any company that I have ever dealt with. Desired SettlementPlease refund my $29.57 payment because I made good faith efforts to disconnect my service. I did what I was told to do. It's their fault that my service was not disconnected, not mine. Thanks.Business Response August 23, 2013Re: Case # XXXXXXXX, [redacted]To Whom It May Concern: The purpose of this letter is to address [redacted] complaint against Capital Communications Consultants ("Capital Communications"). [redacted] stated that she requested the disconnection of her service on 7/22/13 and was informed that she would not be billed further; however, a payment was taken out of [redacted] account for $29.57 on 7/24/13. [redacted] also stated that she completed an online disconnection request but it was not honored because she was informed that she should have gone through a 3rd party verification before her service was disconnected, but she was unaware of this process. [redacted] desires to be refunded for her most recent payment of $29.57 since she made good faith efforts to disconnect her service. [redacted] contacted Capital Communications on 7/22/13 to request the disconnection of her service. Unfortunately, this call was disconnected before Capital Communications received [redacted] verbal authorization, which is a company policy. On 7/22/13, Capital Communications made two attempts to contact [redacted] on the number she provided, as well as on her active home phone number; however, both attempts were unsuccessful after both phone lines rang with no answer. On 7/24/13, an automatic payment was taken from [redacted] account for $29.67, since her account was still active at this time. On 7/26/13, [redacted] contacted Capital Communications to resubmit a disconnection order and give her verbal authorization to complete the request. [redacted] also requested a refund for her payment of $29.67 that was made on 7/24/13. [redacted] was informed that Capital Communications would be unable to grant a refund since the payment made was for an invoice that covered service from 6/25/13-7/24/13. According to our records, [redacted] was informed that she would not be billed further, meaning she would not be billed for service she was unable to use past her disconnection date, which was not until 7/26/13. As of 8/19/13, [redacted] has not been billed or charged for anything past her deactivation on 7/24/13. Unfortunately, Capital Communications is unable to waive [redacted] payment of $29.57 since this payment was for services already rendered. Capital Communications appreciates [redacted] business and would like to apologize for any misunderstanding or inconvenience she may have experienced. If you have any questions and/or concerns regarding [redacted] account, please do not hesitate to contact me. Regards,[redacted]Disputes and Escalations Specialist [redacted] Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)No way will I accept that response. When I called to cancel on the morning of July 22, 2013 I explained to the female rep that I was getting a new phone number and new service with another company in a few minutes. I told her that the new company was outside getting ready to change the service over. She told me that the service was cancelled. I told her that I also went online to cancel the service. I asked her FIVE times if my service was disconnected and if there was anything else for me to do so that I WON'T get billed on July 24, 2013. She assured me over and over again that my service is canceled and there was nothing else for me to do. This is obviously a deceptive business practice if they require you to speak with a third party person and the rep doesn't tell you this. If they called me back at the number that I had with them, of course I wouldn't answer the phone because like I told the rep, the new phone company was outside getting ready to change my service over to them. It's your rep's fault for not giving me correct information. I did what I was told to do. I called in, requested cancellation before my due date, and was told that it was cancelled with nothing else for me to do. Please review the phone call when I called in on the morning of Monday, July 22, 2013 between 8am and 9am. You will see that I made a good faith effort to cancel my account. You will see that I asked FIVE times if my service was cancelled and questioned if I will get billed on July 24,2013. You will see that the female rep told me over and over again that my service was cancelled and that there was nothing else for me to do. SHE NEVER TOLD ME THAT I NEEDED TO SPEAK WITH A THIRD PARTY. My payment needs to be refunded. Thanks for your FULL cooperation and honesty with the processing of my refund. Final Business Response September 17, 2013Re: Case # XXXXXXXX, [redacted]To Whom It May Concern: The purpose of this letter is to address [redacted] rebuttal against Capital Communications Consultants ("Capital Communications"). On 7/24/13, an automatic payment was taken from [redacted] account for $29.67, since her account was still active at this time. On 7/26/13, [redacted] contacted Capital Communications to resubmit a disconnection order and give her verbal authorization to complete the request. [redacted] also requested a refund for her payment of $29.67 that was made on 7/24/13; however, Capital Communications informed [redacted] that they would be unable to grant a refund since the payment made was for services rendered from 6/25/13-7/24/13. According to Capital Communications' records, [redacted] was informed that she would not be billed further, meaning she would not be billed for service she was unable to use past her disconnection date, which was not until 7/26/13. As of 9/17/13, [redacted] has not been billed or charged for anything past her deactivation on 7/26/13. Capital Communications does recognize [redacted] good faith efforts to disconnect her service; however, Capital Communications must follow the disconnect policy to avoid any potential mistakes and/or misunderstandings. Additionally, as stated above, [redacted] would still be responsible for the service she used during that time period; therefore, Capital Communications will not be able to grant [redacted] request for a refund. Once again, Capital Communications would like to apologize for any misunderstanding [redacted] may have experienced regarding her disconnection. If you have any further questions and/or concerns regarding [redacted] account, please do not hesitate to contact me. Regards,[redacted]Disputes and Escalations Specialist [redacted]