Our records indicate the name of this Carolina West Wireless account holder to be different than the name listed on this Revdex.com complaint Our notes however on record do reflect that the account holder did give Mr [redacted] (Revdex.com Complaint submitter) permission to speak to Carolina West Wireless about concerns he had with plan pricing on October 22, The account in question had cellular line [redacted] existing on the account since December 09, On October 04, a second line was added to the account and this is when the rate plan pricing issue occurred Our records indicate that Mr [redacted] says he was told that he was quoted a price of $for both lines per month for service When Mr [redacted] spoke to a Manager in our Contact Center on October 22, he was offered an extended return period and was advised he could return the device listed on cellular number [redacted] Records show that this line was returned on October 24, at 11:AM Carolina West Wireless return period is days from purchase date and would have ran out on October 18, Our records show that the account holder also asked that cellular line [redacted] also be allowed to be disconnected without penalty fee The cellular line of service [redacted] was initially established with Carolina West Wireless on December 09, The most recent two year contract agreement was entered into and signed by the account holder for this line of service on November 06, The contract agreement was that the customer would retrain service for months due to receiving a subsidized handset price Since this contract was entered into on November 06, this line of service was not agreed to by the account holder because of any rate plan miss understandings that would have occurred on October 04, Carolina West Wireless feels that it has made the appropriate concessions for this issue by allowing the customer to return the handset they feel was purchased based on an incorrect rate plan quote Since the cellular line [redacted] has been in service since December 09, we feel this was not part of the complaint and that this issue should be considered resolved and closed at this time
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 changeThe 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 follcall 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 follcall 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, The call recording from the July 14, 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, conversationThe timeline listed above shows that we attempted to contact Ms [redacted] multiple times with no success The call that took place on July 14, 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 $has been posted to Ms [redacted] accountWe feel that this issue should be considered closed and resolved based on this information
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] / [redacted] Style Definitions */
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]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you again for your assistance
To Whom it May Concern,Mr*** was given two options for a phone replacement when he visited one of our retail locations on August 24, 2015. To utilize our "Get Smart" upgrade program or to activate a customer owned phone. Mr*** did reach out to our Customer Service Department
through our website "Contact Us" page on August 24, after his visit to the retail location. Mr*** was asking to be sold a phone at retail pricing. At that time we did respond to his email and let Mr*** know that we would sell him a handset at retail price so he could replace the one he damaged. Our records show that Mr*** did activate a customer owned phone later in the day on August 24, 2015. Based on the fact we have offered and will sell Mr*** a device at retail price we feel this issue should be considered closed. Please contact me directly for any concerns
Michael
B***
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
Cell:
(336)927-
I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I would like to have working service without the constant billing issue or I would like to return the device and be released from my contract without penalty.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere
To Whom it May Concern,In reviewing Mrs***'s account notes we have record that on February 23, she was informed that the Hotspot feature only works in our county local areaThe Hotspot feature is an add on feature to her existing phone that the customer requests to pay forWe can remove
the Hotspot Local Feature at any time if its not meeting the needs of the customer. As Mrs*** stated in her complaint she has been a customer with Carolina West Wireless for over four yearsWe have researched the service at her home address as recently as late January of and found that the service at the address she provided would be marginal. We are constantly looking at ways to better our service for our customers and we are tracking this reported address for future consideration when making optimization changes to our network. The service at this address has not gotten worse over the span of the customers tenure with Carolina West Wireless so I'm not fully understanding the request to allow waiving of early termination fees for service that is the same or better than the past at this address. Added that Mrs*** has entered into multiple two year contract terms with Carolina West Wireless in the past shows that she was happy with the service she is receiving. We did attempt to contact Mrs*** in reference to the Hotspot Local only feature and during the discussion she demanded to be let out of her contracts and when we advised that we would not be waiving the fees the customer ended the callBased on the fact that the Hotspot feature is a feature the customer requested and can be removed so she is no longer charged and the fact that service at her home address has been the same for years we feel this issue should be considered resolved. In all contracts Carolina West Wireless allows the customers days to return devices purchased and contract terms will be released for issues such as coverageThe customer has signed multiple contracts with Carolina West Wireless and didn't exercise the day return policy. If having any questions please contact me directly
Michael
Baldwin
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
Cell:
(336)927-
To Whom it May Concern,I have contacted Ms*** in regards to this issueWe have worked out a resolution and will be sending a new MiFi unit to Ms*** 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
***
Director
of Call Center OperationsCarolina West Wireless
*** ***
To Whom it May Concern,The fees that are being referenced by the customer are actually not late fees but instead they are reconnect fees. All customers are charged $per line for re-connection once they are suspended for non payment. The account in question was suspended on October
9, due to non payment from the customer. Prior to the suspension the customer was contacted on the following dates:September 25, 2015: SMS message was sent to the customer asking that they contact Carolina West Wireless.September 25, 2015: Email was sent to the email address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruption.September 28, 2015: A letter was mailed to the address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruption.October 1, 2015: A second SMS message was sent to the customer asking that they contact Carolina West Wireless.October 1, 2015: A second email was sent to the email address on the account notifying customer of
the payment amount due and the date the payment must be paid to avoid
service interruption.October 7, 2015: A third SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediately.October 8, 2015: A fourth SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediately.After attempts to contact the customer for payment the service was suspended on October 9, 2015. The customer did pay their past due balance to reconnect service on October 9, through our payment IVR system. Due to the collections activities and efforts made all accounts that are suspended are charged a $per line reconnect fee. Customers can have the fee waived if they pay both their past due and their current balances when reconnecting service which would bring their account to a $balance. In this instance the customer did not pay the current balance and only paid the minimum to reconnect service. As a courtesy only we have waived of the reconnect fees that were billed to the account. This decision was based on the account history of the customer as all fees were valid when billed to the customerBased on the multiple unsuccessful attempts to contact this customer for payment and the fact that the reconnect fees are valid, Carolina West Wireless feels that this case should be considered closed. Please contact me directly for any questions or concerns.Thank you,
Michael
***
Director
of Call Center OperationsCarolina West Wireless
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
To Whom it May Concern,Carolina West Wireless has attempted to contact Mr*** to speak to him about his statement made in his complaint. In review of his account Mr*** was suspended for non payment on 12/15/When he called on 12/18/the representative for Carlina West Wireless
was trying to explain to Mr*** that we could not close the account as it was in a suspend status and that it was currently set to close as of 1/22/2016. Mr***'s account only owes monthly service charges for service received up to 12/15/when the account was placed in a suspend status. The account is now closed from the suspend status after it followed aging guidelines set by Carolina West Wireless and Mr*** would have been sent a final bill on 1/25/2016. The breakdown of the final charges are detailed on this final invoice. We have attempted to contact Mr*** to explain his billing invoice to him and have verified that he hasn't received any additional monthly service charges after 12/22/which is the date he has indicated in his statementBased on these facts Carolina West Wireless feels this issue should be considered closed and resolved
Michael
B***
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
To Whom it May Concern,Our records of customer *** *** 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: *** *** contacted Carolina West Wireless to inquire on account balance During this phone call Ms*** realized that her line of service *** was not disconnected At that time she worked with a Team Lead and line *** 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*** 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*** 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*** again regarding the billing date changeThe attempt was unsuccessful and a voicemail was left for Ms*** asking for a return call. • July 26, 2016: Carolina West Wireless attempted to contact Ms*** Ms*** 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*** was notified that we would call her back the next day.• July 27, 2016: Carolina West Wireless attempted another follcall with Ms*** 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 follcall with Ms***, 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*** 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, The call recording from the July 14, call was reviewed to see what discussion was had between Ms*** and Carolina West Wireless The recording shows that the only line being discussed to disconnect was line *** The remaining lines on the account were never discussed during the July 14, conversation. The timeline listed above shows that we attempted to contact Ms*** multiple times with no success The call that took place on July 14, was reviewed and it was verified that the only line being requested to close was line *** 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 $has been posted to Ms*** account. We feel that this issue should be considered closed and resolved based on this information
Our records indicate the name of this Carolina West Wireless account holder to be different than the name listed on this Revdex.com complaint. Our notes however on record do reflect that the account holder did give Mr*** (Revdex.com Complaint submitter) permission to speak to Carolina West Wireless
about concerns he had with plan pricing on October 22, The account in question had cellular line *** existing on the account since December 09, On October 04, a second line was added to the account and this is when the rate plan pricing issue occurred. Our records indicate that Mr*** says he was told that he was quoted a price of $for both lines per month for service. When Mr*** spoke to a Manager in our Contact Center on October 22, he was offered an extended return period and was advised he could return the device listed on cellular number ***. Records show that this line was returned on October 24, at 11:AM. Carolina West Wireless return period is days from purchase date and would have ran out on October 18, Our records show that the account holder also asked that cellular line *** also be allowed to be disconnected without penalty fee. The cellular line of service *** was initially established with Carolina West Wireless on December 09, 2011. The most recent two year contract agreement was entered into and signed by the account holder for this line of service on November 06, 2015. The contract agreement was that the customer would retrain service for months due to receiving a subsidized handset price. Since this contract was entered into on November 06, this line of service was not agreed to by the account holder because of any rate plan miss understandings that would have occurred on October 04, 2016. Carolina West Wireless feels that it has made the appropriate concessions for this issue by allowing the customer to return the handset they feel was purchased based on an incorrect rate plan quote. Since the cellular line *** has been in service since December 09, we feel this was not part of the complaint and that this issue should be considered resolved and closed at this time
To Whom it May Concern;Sorry for the time delay in responding to this complaint as we were verifying the data validation and calibration that Carolina West Wireless currently conducts. Upon receiving Mr*** complaint in regards to the amount of data that Carolina West Wireless is showing
to be used by him; we found the following. Carolina West Wireless conducts data usage comparison using three separate tools four times each month. Each time this data comparison is completed we are looking at data records from three different sources to ensure that data amounts being used by customers are accurate. Over the past month Carolina West Wireless has also conducted two additional separate data rating tests to verify accuracy besides the comparison testing completedIn researching this issue we referenced testing completed for the calendar year of 2017. Carolina West Wireless has shown positive testing results with no descrepancies in data used during this time frame. Based on this information Carolina West Wireless has 100% confidence in the data amounts we show being used by customers. In this complaint Mr*** also references that Verizon Wireless shows he is only using half a gigabyte per day and Carolina West Wireless has shown that he is using over two gigabytes per day average. Carolina West Wireless cannot speak to how Verizon Wireless or any other cellular provider specifically rates or transmits data speeds. However, it is common practice for some cellular providers to render slower data speeds across certain types of data transmissions. For example: its possible that a wireless provider is rending a slower speed transmitting video to its customers than another does. It's also possible that if the customer is on 3G speeds with one carrier and 4G speeds with another that data is transmitting at two very different speeds thus impacting the amounts of data used. In speaking with Mr*** about this issue our records indicate that he wasn't sure if he was on 3G or 4G service when using Verizon Wireless service. When reviewing Mr*** account after receiving this complaint it was found that a Contact Center Manager was already researching this specific issue for Mr***. Our Contact Center Manager did contact Mr*** on April 11, to provide him with the information found during research regarding data validation completed by Carolina West Wireless. Based on the data validation and calibration being performed by Carolina West Wireless each month and the fact that Carolina West Wireless cannot speak to how other carriers may render their data speeds; we feel this issue should be considered resolved and closed. Please feel free to contact me directly with any questions or concerns.Michael ***Director of Contact CenterCarolina West Wireless336-973-ext:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
To Whom it May Concern,We have been in contact with Ms*** in regards to the issues she was having with her device. We have worked with Ms*** 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 ***Carolina West WirelessDirector of Call Center Operations***
Our records indicate the name of this Carolina West Wireless account holder to be different than the name listed on this Revdex.com complaint Our notes however on record do reflect that the account holder did give Mr [redacted] (Revdex.com Complaint submitter) permission to speak to Carolina West Wireless about concerns he had with plan pricing on October 22, The account in question had cellular line [redacted] existing on the account since December 09, On October 04, a second line was added to the account and this is when the rate plan pricing issue occurred Our records indicate that Mr [redacted] says he was told that he was quoted a price of $for both lines per month for service When Mr [redacted] spoke to a Manager in our Contact Center on October 22, he was offered an extended return period and was advised he could return the device listed on cellular number [redacted] Records show that this line was returned on October 24, at 11:AM Carolina West Wireless return period is days from purchase date and would have ran out on October 18, Our records show that the account holder also asked that cellular line [redacted] also be allowed to be disconnected without penalty fee The cellular line of service [redacted] was initially established with Carolina West Wireless on December 09, The most recent two year contract agreement was entered into and signed by the account holder for this line of service on November 06, The contract agreement was that the customer would retrain service for months due to receiving a subsidized handset price Since this contract was entered into on November 06, this line of service was not agreed to by the account holder because of any rate plan miss understandings that would have occurred on October 04, Carolina West Wireless feels that it has made the appropriate concessions for this issue by allowing the customer to return the handset they feel was purchased based on an incorrect rate plan quote Since the cellular line [redacted] has been in service since December 09, we feel this was not part of the complaint and that this issue should be considered resolved and closed at this time
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 changeThe 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 follcall 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 follcall 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, The call recording from the July 14, 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, conversationThe timeline listed above shows that we attempted to contact Ms [redacted] multiple times with no success The call that took place on July 14, 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 $has been posted to Ms [redacted] accountWe feel that this issue should be considered closed and resolved based on this information
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] / [redacted] Style Definitions */
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]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** Thank you again for your assistance
To Whom it May Concern,Mr*** was given two options for a phone replacement when he visited one of our retail locations on August 24, 2015. To utilize our "Get Smart" upgrade program or to activate a customer owned phone. Mr*** did reach out to our Customer Service Department
through our website "Contact Us" page on August 24, after his visit to the retail location. Mr*** was asking to be sold a phone at retail pricing. At that time we did respond to his email and let Mr*** know that we would sell him a handset at retail price so he could replace the one he damaged. Our records show that Mr*** did activate a customer owned phone later in the day on August 24, 2015. Based on the fact we have offered and will sell Mr*** a device at retail price we feel this issue should be considered closed. Please contact me directly for any concerns
Michael
B***
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
Cell:
(336)927-
I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I would like to have working service without the constant billing issue or I would like to return the device and be released from my contract without penalty.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere.I am writing because this seems to be the only way that I can actually get a response or results concerning my issuesI have had a replacement MiFi device for quite a few months now and I have maintain the same address as I did when I first started my service with CarolinaWest WirelessWith my initial device, I was constantly being charged roaming charges even though I only use my device at homeI expressed my concern before and they made and adjustment to my device where it would not incur the roaming chargeOn the new device the same process was doneSometimes and especially Sundays my MiFi device will not connect to internetI am never able to contact customer service on Sunday because they are closedI called with my concerns Monday and the customer service agent told me that they would have to take the block for roaming off of my MiFi to get it to work and that I would have to pay the additional $per month to have my internet workingThe agent also told me that they could not adjust my bill every month to take the fee off that I am constantly being charged for without causeI explained that my service had been working with the roaming block onI cannot understand why all of a sudden to get my service to work I have to pay for roaming when I only use my service at homeIf it was going to be such an issue, CWW should have given me the option to eliminate that service and return the deviceCWW offered the service to me with confidence that the service would work, but it is one issue after anotherI am really tired of going back and forth with over this issueI need results becuse if it is not going to work as promised I can take my business elsewhere
To Whom it May Concern,In reviewing Mrs***'s account notes we have record that on February 23, she was informed that the Hotspot feature only works in our county local areaThe Hotspot feature is an add on feature to her existing phone that the customer requests to pay forWe can remove
the Hotspot Local Feature at any time if its not meeting the needs of the customer. As Mrs*** stated in her complaint she has been a customer with Carolina West Wireless for over four yearsWe have researched the service at her home address as recently as late January of and found that the service at the address she provided would be marginal. We are constantly looking at ways to better our service for our customers and we are tracking this reported address for future consideration when making optimization changes to our network. The service at this address has not gotten worse over the span of the customers tenure with Carolina West Wireless so I'm not fully understanding the request to allow waiving of early termination fees for service that is the same or better than the past at this address. Added that Mrs*** has entered into multiple two year contract terms with Carolina West Wireless in the past shows that she was happy with the service she is receiving. We did attempt to contact Mrs*** in reference to the Hotspot Local only feature and during the discussion she demanded to be let out of her contracts and when we advised that we would not be waiving the fees the customer ended the callBased on the fact that the Hotspot feature is a feature the customer requested and can be removed so she is no longer charged and the fact that service at her home address has been the same for years we feel this issue should be considered resolved. In all contracts Carolina West Wireless allows the customers days to return devices purchased and contract terms will be released for issues such as coverageThe customer has signed multiple contracts with Carolina West Wireless and didn't exercise the day return policy. If having any questions please contact me directly
Michael
Baldwin
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
Cell:
(336)927-
To Whom it May Concern,I have contacted Ms*** in regards to this issueWe have worked out a resolution and will be sending a new MiFi unit to Ms*** 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
***
Director
of Call Center OperationsCarolina West Wireless
*** ***
To Whom it May Concern,The fees that are being referenced by the customer are actually not late fees but instead they are reconnect fees. All customers are charged $per line for re-connection once they are suspended for non payment. The account in question was suspended on October
9, due to non payment from the customer. Prior to the suspension the customer was contacted on the following dates:September 25, 2015: SMS message was sent to the customer asking that they contact Carolina West Wireless.September 25, 2015: Email was sent to the email address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruption.September 28, 2015: A letter was mailed to the address on the account notifying customer of the payment amount due and the date the payment must be paid to avoid service interruption.October 1, 2015: A second SMS message was sent to the customer asking that they contact Carolina West Wireless.October 1, 2015: A second email was sent to the email address on the account notifying customer of
the payment amount due and the date the payment must be paid to avoid
service interruption.October 7, 2015: A third SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediately.October 8, 2015: A fourth SMS message was sent to the customer urgently asking that they contact Carolina West Wireless immediately.After attempts to contact the customer for payment the service was suspended on October 9, 2015. The customer did pay their past due balance to reconnect service on October 9, through our payment IVR system. Due to the collections activities and efforts made all accounts that are suspended are charged a $per line reconnect fee. Customers can have the fee waived if they pay both their past due and their current balances when reconnecting service which would bring their account to a $balance. In this instance the customer did not pay the current balance and only paid the minimum to reconnect service. As a courtesy only we have waived of the reconnect fees that were billed to the account. This decision was based on the account history of the customer as all fees were valid when billed to the customerBased on the multiple unsuccessful attempts to contact this customer for payment and the fact that the reconnect fees are valid, Carolina West Wireless feels that this case should be considered closed. Please contact me directly for any questions or concerns.Thank you,
Michael
***
Director
of Call Center OperationsCarolina West Wireless
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
To Whom it May Concern,Carolina West Wireless has attempted to contact Mr*** to speak to him about his statement made in his complaint. In review of his account Mr*** was suspended for non payment on 12/15/When he called on 12/18/the representative for Carlina West Wireless
was trying to explain to Mr*** that we could not close the account as it was in a suspend status and that it was currently set to close as of 1/22/2016. Mr***'s account only owes monthly service charges for service received up to 12/15/when the account was placed in a suspend status. The account is now closed from the suspend status after it followed aging guidelines set by Carolina West Wireless and Mr*** would have been sent a final bill on 1/25/2016. The breakdown of the final charges are detailed on this final invoice. We have attempted to contact Mr*** to explain his billing invoice to him and have verified that he hasn't received any additional monthly service charges after 12/22/which is the date he has indicated in his statementBased on these facts Carolina West Wireless feels this issue should be considered closed and resolved
Michael
B***
Director
of Call Center OperationsCarolina West Wireless
Off:
(336)973-5000x
To Whom it May Concern,Our records of customer *** *** 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: *** *** contacted Carolina West Wireless to inquire on account balance During this phone call Ms*** realized that her line of service *** was not disconnected At that time she worked with a Team Lead and line *** 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*** 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*** 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*** again regarding the billing date changeThe attempt was unsuccessful and a voicemail was left for Ms*** asking for a return call. • July 26, 2016: Carolina West Wireless attempted to contact Ms*** Ms*** 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*** was notified that we would call her back the next day.• July 27, 2016: Carolina West Wireless attempted another follcall with Ms*** 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 follcall with Ms***, 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*** 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, The call recording from the July 14, call was reviewed to see what discussion was had between Ms*** and Carolina West Wireless The recording shows that the only line being discussed to disconnect was line *** The remaining lines on the account were never discussed during the July 14, conversation. The timeline listed above shows that we attempted to contact Ms*** multiple times with no success The call that took place on July 14, was reviewed and it was verified that the only line being requested to close was line *** 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 $has been posted to Ms*** account. We feel that this issue should be considered closed and resolved based on this information
Our records indicate the name of this Carolina West Wireless account holder to be different than the name listed on this Revdex.com complaint. Our notes however on record do reflect that the account holder did give Mr*** (Revdex.com Complaint submitter) permission to speak to Carolina West Wireless
about concerns he had with plan pricing on October 22, The account in question had cellular line *** existing on the account since December 09, On October 04, a second line was added to the account and this is when the rate plan pricing issue occurred. Our records indicate that Mr*** says he was told that he was quoted a price of $for both lines per month for service. When Mr*** spoke to a Manager in our Contact Center on October 22, he was offered an extended return period and was advised he could return the device listed on cellular number ***. Records show that this line was returned on October 24, at 11:AM. Carolina West Wireless return period is days from purchase date and would have ran out on October 18, Our records show that the account holder also asked that cellular line *** also be allowed to be disconnected without penalty fee. The cellular line of service *** was initially established with Carolina West Wireless on December 09, 2011. The most recent two year contract agreement was entered into and signed by the account holder for this line of service on November 06, 2015. The contract agreement was that the customer would retrain service for months due to receiving a subsidized handset price. Since this contract was entered into on November 06, this line of service was not agreed to by the account holder because of any rate plan miss understandings that would have occurred on October 04, 2016. Carolina West Wireless feels that it has made the appropriate concessions for this issue by allowing the customer to return the handset they feel was purchased based on an incorrect rate plan quote. Since the cellular line *** has been in service since December 09, we feel this was not part of the complaint and that this issue should be considered resolved and closed at this time
To Whom it May Concern;Sorry for the time delay in responding to this complaint as we were verifying the data validation and calibration that Carolina West Wireless currently conducts. Upon receiving Mr*** complaint in regards to the amount of data that Carolina West Wireless is showing
to be used by him; we found the following. Carolina West Wireless conducts data usage comparison using three separate tools four times each month. Each time this data comparison is completed we are looking at data records from three different sources to ensure that data amounts being used by customers are accurate. Over the past month Carolina West Wireless has also conducted two additional separate data rating tests to verify accuracy besides the comparison testing completedIn researching this issue we referenced testing completed for the calendar year of 2017. Carolina West Wireless has shown positive testing results with no descrepancies in data used during this time frame. Based on this information Carolina West Wireless has 100% confidence in the data amounts we show being used by customers. In this complaint Mr*** also references that Verizon Wireless shows he is only using half a gigabyte per day and Carolina West Wireless has shown that he is using over two gigabytes per day average. Carolina West Wireless cannot speak to how Verizon Wireless or any other cellular provider specifically rates or transmits data speeds. However, it is common practice for some cellular providers to render slower data speeds across certain types of data transmissions. For example: its possible that a wireless provider is rending a slower speed transmitting video to its customers than another does. It's also possible that if the customer is on 3G speeds with one carrier and 4G speeds with another that data is transmitting at two very different speeds thus impacting the amounts of data used. In speaking with Mr*** about this issue our records indicate that he wasn't sure if he was on 3G or 4G service when using Verizon Wireless service. When reviewing Mr*** account after receiving this complaint it was found that a Contact Center Manager was already researching this specific issue for Mr***. Our Contact Center Manager did contact Mr*** on April 11, to provide him with the information found during research regarding data validation completed by Carolina West Wireless. Based on the data validation and calibration being performed by Carolina West Wireless each month and the fact that Carolina West Wireless cannot speak to how other carriers may render their data speeds; we feel this issue should be considered resolved and closed. Please feel free to contact me directly with any questions or concerns.Michael ***Director of Contact CenterCarolina West Wireless336-973-ext:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
To Whom it May Concern,We have been in contact with Ms*** in regards to the issues she was having with her device. We have worked with Ms*** 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 ***Carolina West WirelessDirector of Call Center Operations***