Citynet LLC

To whom it may concern,We at Citynet, LLC have reviewed the account in its entirety, and have communicated to the customer regarding the status of his account to ensure no future confusions shall occur.The account in question was not in arrears due to having missed payments in their entirety,...

however the payments made were not in a timely manner in relation to their due date.In stating they make their payments at "the beginning of the month", the issue was result of their service invoice due date having been the month prior.This had occurred on consecutive occasions, resulting in a consistently rolling Past Due balance to the account in question.The due date for the account in question was the 28th of the March, however payment was not received until April 13th, 2017.Prior to receipt of their delayed payment, this account had generated a new invoice for their service month of April, 2017. That invoice reflected a "Past Due" balance of the month of March, for amounts unsatisfied at time of invoice generation.Their invoice was again due on the 28th, however payment was not received until May 17th, 2017. By that point, the account had again generated their next monthly invoice with an outstanding Past Due balance, due to payments not received at the time of invoice generation.To avoid carrying a Past Due balance, the current balance must be satisfied in a timely fashion in relation to their due date.Payments must be received to their account, prior to issuance of the accountholders next monthly service invoice. Failure to satisfy their account balance, will result in their next invoice reflecting the prior month "Past Due" amount.Amount referenced by customer was at that point in time, an accumulation of their prior invoice that had remained unpaid, as well as their current month of services.We have spoken with the customer in question to express timeline occurrence, and at this point in time their current invoice was due June 28th, however payment has again not occurred in a timely manner. Customer has expressed an inability to satisfy his balance due until an estimate of the 3rd or 4th of July.We have confirmed with the customer to be in acceptance of that delay, as his July invoice will not have yet generated at that point, avoiding a reoccurrence of the consistently rolling past due balance.Account has been credited for the day of service interruption, and services have been unsuspended, pending payment arrangement as agreed.If there are any further questions regarding the handling of this account, I would be happy to provide additional information, or offer any additional help in resolving this matter.Thank you,[redacted]Manager, Technical Support Center

At this point, I am unsure what the customer would like from us.  Citynet's policy is to not pro-rate month-to-month services like cable and internet.  The customer's account is paid in full at this time.  The customer has notified us that they wish to cancel their tv/video service...

with us and it will terminate at the end of the current billing cycle, November 18, 2017.  As for their internet, Citynet dispatched a technician to the customer's residence and found that internet bandwidth speeds the customer was paying for were being delivered at those speeds and that the cusotmer's own wireless router that they provided was not capable of handling that kind of throughput.  This was shown to the customer to their satisfaction.  In addition, our technician addressed streaming video concerns the customer had by showing them a comparison between a site they customer was using vs. [redacted] and the difference in quality pointing to the internet site and and not our service.  The customer was satisfied with the explanation.  In fact, the customer has asked to have their service upgraded with us on to our new platform with state of the art technology and fiber connectivity and we are scheduled to move the customer on November 21st.At Citynet, we strive to meet our customers needs first and do everything we can to make them happy.  If there is anything specific that the customer wants that has not been mentioned here, we will gladly consider their request.  At this time, however, it appears that the customer is satisfied and should be even happier after moving to our new platform.  [redacted]