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Clearwire Reviews (38)

Complaint: [redacted] I am rejecting this response because:we did specify the amount requested for refundWe have copies of all tests performed and asked of us when working with the technicians and reps from ClearAs well as recorded conversations while working with themWe have confirmation that Clear actually reduced speeds to discourage use and downloading at the towersScreen shots, notations and recordings are availableEvery effort was made each time to work with ClearComplaints were made directly with ClearResolutions were not made availableRestorations were not madeSpeed test were made from 2am- 8am on a regular basis to verify that speeds were reduced when there was less trafficTraffic to a tower was explained for slow speeds We were asked to turn off our modems when not in use to help with speedsThis did not helpWife, ***, used to work for Clear, deploying across TexasWhen she would request certain procedures to be followed, she was denied because it would improve her speedsThey would not do thisThere were lower prices for slower speedsYet Clear continued to charge for the higher speeds that were not being receivedClear dialed down speeds proof will be provided to small claims if neededJust because we cancelled service does not mean they cannot rectify their overcharges Sincerely, [redacted]

August 7, Re: [redacted] ***Clear Wireless Account Number: [redacted] Revdex.com file number: [redacted] Ms [redacted] : This is in response to your letter received by our organization on July 30, regarding [redacted] ***We would like to thank you for the opportunity to respond to [redacted] ***'s ongoing concernsWe at Clear Wireless always view customer satisfaction as a top priority, and hence any consumer-generated inquiry is of critical importance to us and deserving of our utmost attention.According to the recent letter received, [redacted] continues to dispute the balance of $due on the above referenced account stating no refund was received by Clear WirelessClear Wireless would like to provide the following information for your considerationClear Wireless respectfully stands by our previous response which explained that Clear Wireless had processed refunds totaling $on September 15, as a settlementIn addition, a chargeback, which is the result of a credit or debit card transaction being disputed by the card holder, was processed in the amount of $Once a chargeback is received, the funds are automatically returned to the credit or debit card that was originally charged as well as that amount being returned to the Clear Wireless account as a balance due [redacted] is not entitled to retain the 2nd refund resulting from the chargeback in the amount of $136.07.Clear Wireless had previously received notification, that [redacted] disputed the balance stating that the aforementioned refunds were not receivedSome statements were provided by [redacted] at that time for a [redacted] TrueEarnings American Express Card, which did show some charges by Clear Wireless; however, the statement for the timeframe in which the refunds would be expected to have appeared, was not included in the statements that were received by Clear WirelessClear Wireless sent an additional response clarifying that the dates specified in our original response were the dates in which the transactions were posted to the Clear Wireless account and can vary from the dates that the transactions post to the credit card accountParticularly in the case of credit card chargebacks, the dates can be significantly differentThe invoices that were originally provided by [redacted] were for a [redacted] TrueEarnings American Express Card and listed a closing date on or around the 9th of each month; therefore, the monthly statement that would be expected to reflect the refunds would be the invoice dated on or around October 9, for the TrueEarnings American Express Card [redacted] has recently provided statements for a Gold Delta SkyMiles Business cardThe AmEx Statements that need to be reviewed are the ones dated on or around October 9th, and will be for a [redacted] TrueEarnings American Express Card.If [redacted] finds and reviews the October Statement for the [redacted] AmEx card that was charged for service, and does not see the refunds, Clear Wireless agrees to review it and if appropriate documentation is provided indicating that the aforementioned refunds did not post properly to the credit card account, Clear Wireless will give this matter further consideration; however, again, based on the information we have received, Clear Wireless considers the balance to be validIf [redacted] wishes to send in any additional documentation, it can be attached to the filing, emailed to Clear Wireless at [redacted] @clearwire.com, or can be mailed to our physical address: Clear Wireless Executive Escalations [redacted] ***Pensacola, FL 32534Again, Clear Wireless regrets any inconvenience this may have causedIf we can be of any further assistance, we can be reached by dialing [redacted] Clear Wireless' Customer Care is available between the hours of 8:a.mand 11:p.mCentral time, seven days per week Sincerely,Alicia M [redacted] Executive Escalations SpecialistClear Wireless LLC

Complaint: [redacted] I am rejecting this response because:I am obviously not a lawyer and a snippet of an entire contract can easily be misconstrued"If a lifetime or "For Life" rate applies to your Service, you specifically acknowledge and understand that this is a pricing feature of your rate plan, and not a guarantee that Clearwire (or any other entity) will continue providing the particular Service you have purchased, at the location where you have purchased the ServiceAny such lifetime or "For Life" rate is limited to the life of the Clearwire accountCHANGES THAT YOU MAKE TO YOUR CLEARWIRE RATE PLAN OR ACCOUNT MAY INVALIDATE A LIFETIME OR "FOR LIFE" OFFER.”This statement is contradictory and I would like to add that the original offer and contract was advertising because I was clearly advertised a lifetime internet service and then deep in the fine print it states "not a guarantee that Clearwire (or any other entity) will continue providing the particular Service you have purchased, at the location where you have purchased the Service." So NOT a lifetime offerAlso the contract language goes on to say "Any such lifetime or "For Life" rate is limited to the life of the Clearwire account" although bought out by [redacted] (nothing I had control over) my billing never changed to [redacted] , I still access my account via the same clearwire website, ectAlso it says changes I MAKE will invalidate the lifetime offerI have made no changes, [redacted] is forcing these changes on meOk you don't want to service the boxes anymore, then I should be offered a comparable serviceClearwire's notification email offered me nothing but phone numbers to other internet providersThey didn't even give me the [redacted] numberAm I surprised their was a clause in the contract that would allow the business out of the contract, NO I am notRegardless you advertised a lifetime internet service and unless you can produce a little asterisk next to your advertisement you are guilty of advertisement and are being unfair in your business practiceBecause Clearwire ( [redacted] ) decided to handle this situation in this manner I will not be pursuing any service with [redacted] ever, not a phone, not internet, not a dimeThere are a number of better ways to handle inherited contracts through a mergerSincerely, [redacted]

To Whom it May Concern:I've attached the company response to the consumer's complaint.Please let me know if you have any questions.Thank you,Cindy H [redacted] Clearwire Executive Escalations Specialist Re: Ms [redacted] Clear Wireless Account #: [redacted] Revdex.com file number: [redacted] To Whom It May Concern: This is in response to your letter received by our organization on October 15, regarding Ms [redacted] We would like to thank you for the opportunity to respond to Ms [redacted] ' concernsWe at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attentionAccording to her recent filing, Ms [redacted] has expressed dissatisfaction with the performance of her internet connection and has requested a refund of $for previously billed serviceClear Wireless has completed our review of Ms [redacted] ' account documentation and offers the following information for [redacted] considerationMs [redacted] started Clear Wireless service with a two year agreement on September 18, and agreed to the Electronic Terms of Service on September 26, Clear Wireless' Terms of Service are presented to each new customer for full review and electronic acceptance is required prior to use of the serviceIn her filing, Ms [redacted] stated that her Clear Wireless service has become unusable over the six months before she cancelled the account on October 13, Regrettably, there is only one call noted on her account on August 22, where Ms [redacted] reported service- related issues, and no other calls were noted after October 17, 2014, when the account holder called about a billing issue, until the time of cancellationClear Wireless welcomes our customers’ calls, and our Customer Support Representatives stand ready to assist our customers, whenever they call, with whatever issues may be of concernIn order for Clear Wireless to have been able to provide effective resolution of any lingering service-related issues, which she stated were ongoing, Ms [redacted] needed to call regarding her continuing difficultiesPer the Terms of Service Ms [redacted] agreed to, customers must call to report service-related issues before compensation can be provided for loss of serviceAlternatively, if Ms [redacted] had felt the service no longer met her needs, she had satisfied the two year Term Agreement on January 7, and the account was on a month-to- month basisMs [redacted] could have cancelled at any time after January of 2012, without being assessed any feesRespectfully, due to Ms [redacted] not giving us sufficient opportunity to help alleviate, or even resolve, the technical difficulties with her service so Clear Wireless must decline to provide three months' worth of refunds; however, billing disputes are considered on a case by case basisAt the time of the account cancellation, Ms [redacted] was given a refund of the prorated October 12, service fee, which totaled $In addition, and in a gesture of goodwill, Clearwire has applied a further refund in the amount of $30.00, which is the amount of Ms [redacted] ' monthly service fee assessed on September 13, While the refunds were processed today, October 21, 2015, it could take up to five business days for the funds to appear on her accountIf there is any delay, Clear Wireless urges Ms [redacted] to contact her financial institution regarding the matterClear Wireless regrets any inconvenience this issue may have caused Ms [redacted] If we may be of further assistance, you may reach us at 1-888-888-We are available seven days a week from 6am to 9pm, Pacific TimeSincerely, Cindy H [redacted] Executive Escalations Specialist Clear Wireless LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

To Whom it May Concern: I've attached the company response to the consumer's complaint Please let me know if you have any questions Sprint is in receipt of the complaint of Mr [redacted] We apologize for any inconvenience Mr [redacted] has experienced as a result of this matter We appreciate your assistance in bringing our customer’s concern to our attention.According to the information he provided, Mr [redacted] stated that, due to an overpayment for the last month of his Clearwire service, he was due a refund by check, which he had never received To resolve this matter, I reviewed Mr [redacted] ’s Clearwire account records The final note on his account showed that on December 7, 2015, Clearwire had refunded $to the credit card or debit card originally charged for the payment Accordingly, I contacted Mr [redacted] regarding his concerns and he confirmed he had not received a refund check I explained the refund had been sent back to the credit or debit card originally used for the payment Mr [redacted] had been expecting a check and had not consulted his bank balanceHe reviewed his bank account records and confirmed he had received the refund from Clearwire Mr [redacted] stated he was satisfied that the matter had been resolved.If I can be of any further assistance, please contact me by calling our Executive and Regulatory Service Department toll-free at 1-855-848-3280, or directly at [redacted] I am available Monday through Friday, between a.mand p.m., Eastern Time Thank you,Cindy H [redacted] Clearwire Executive EscalationsSprint Executive Services Analyst

Complaint: [redacted] I am rejecting this response because:This is not valid debt - Clear never provide proof of debtI requet couple times provide proof of debtBut always they said its vaildThat's it never provide any documents for proof of debtI already provide all my statement from Credit Card CompanyIt completely prove there was no charge back was made from my credit card companyAlso prove there was no refund made from Clear Wireless not at all during that period.Any away, I will resend all those documents to clear Wireless Executive Escalations Team today.Also attached there.Sincerely, [redacted] ***

To Whom it May Concern:I've attached the company response to the consumer's complaint.Please let me know if you have any questions.Thank you,Cindy H [redacted] Clearwire Executive Escalations Specialist Re: [redacted] Clear Wireless Account #: [redacted] Revdex.com file number: [redacted] To Whom It May Concern: This is in response to your letter received by our organization on October 12, regarding Ms [redacted] We would like to thank you for the opportunity to respond to Ms [redacted] concernsWe at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attentionAccording to the filing, Ms [redacted] has expressed dissatisfaction with Clear Wireless' impending network shutdown on November 6th, In addition, Ms [redacted] - [redacted] stated she had not received a promised $refund after cancelling her servicesClear Wireless would like to offer the following general information regarding this matter [redacted] , which acquired Clearwire in July of 2013, is in the process of implementing enhancements to the [redacted] 4G LTE Network, including the deployment of [redacted] Spark, an enhanced LTE network capability, by repurposing the CLEAR 4G WiMAX Network and Clearwire Expedience NetworkBeginning on, or about, April 13, 2015, Clear Wireless had formally notified Ms [redacted] - [redacted] on several occasions via email that [redacted] will cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, at 12:01AM ETAdditionally, Ms [redacted] was notified through a browser capture page on August 20, CLEAR Wireless devices are designed for use exclusively with CLEAR's 4G WiMAX network and are not supported over any other carrier's network; therefore, [redacted] will no longer support CLEAR 4G WiMAX and Clearwire Expedience devices or servicesOn November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-service (if a customer uses CLEAR VoIP service)As of November 6, 2015, Clearwire customer accounts will automatically be closed and no longer billed for serviceWhen appropriate, [redacted] data plans may be suggested to Clear Wireless customers; however, it is important to note that Clear Wireless customers will not be automatically converted to [redacted] and there is no obligation for Clear Wireless customers to set up service with [redacted] It is also important to consider that [redacted] presently does not offer any mobile broadband data plans with unlimited Data UsageClear Wireless's services are now on a month to month basis; if a customer chooses to cancel their Clear Wireless service at any time, no fees or penalties will applyWhile Ms [redacted] states she has not received a promised refund for $52.07, the billing ledger on her account shows the refund had gone through on our system on September 14, The charges were sent back to the card originally used for the chargeIt is a debit or credit card which ends with the four digits of ***, it is the same card that is on file with the accountIt is important note that there is usually a delay (at times it can be a significant one) between when a refund is processed by Clear Wireless and when the funds actually appear on the customer's bank accountThe refund is unlikely to have posted to her account on the same day that it was processed, but refunds usually post within five business days afterwardsIt has been about a month since that refund was processed so it should have posted to Ms [redacted] account by nowClear Wireless recommends that Ms [redacted] - [redacted] examine her bank records for the refundIf the funds have not yet posted to her account, Clear Wireless urges Ms [redacted] to contact her financial institution regarding the matter since Clear Wireless has already made the funds available for processingClear Wireless regrets any inconvenience this issue may have caused Ms [redacted] - [redacted] If we may be of further assistance, you may reach us at [redacted] We are available seven days a week from 6am to 9pm, Pacific TimeSincerely, Cindy H [redacted] Executive Escalations Specialist

To Whom it May Concern:I've attached the company response to the consumer's complaint.Please let me know if you have any questions.Thank you,Cindy H***Clearwire Executive Escalations Specialist
November 12, 2015Re: Ms*** ***Clear Wireless Account #: ***Revdex.com file number:
***To Whom It May Concern:This is in response to your letter received by our organization on November 6, 2015regarding Ms*** ***We would like to thank you for the opportunity to respond to Ms.***'s concernsWe at Clear Wireless see customer satisfaction as our priority andtherefore regard every issue as critical and deserving of our immediate attention.According to her recent filing, Ms*** has expressed dissatisfaction with Clear Wirelessdeactivating their services on November 6th, In addition, Ms*** stated herdispleasure with not receiving a prorated refund upon cancellation of her account prior toNovember 6, Clear Wireless would like to offer the following information forconsideration.Our records reflect that Ms*** established her account on January 24, In addition,she agreed to Clearwire's Terms of Service upon commencing use of the serviceClearwire'sTerms of Service are presented to each new customer for full review, and acceptance of theTerms of Service is required as an express condition for use of Clearwire serviceClearwire'sTerms of Service is a binding contract and is available online at www.clear.com/legal/terms.Once accepted, the conditions of these terms are deemed to survive and continue beyondthe termination of Services.Sprint, which acquired Clearwire in July of 2013, continues to implement enhancements tothe Sprint 4G LTE Network, including the deployment of Sprint Spark, an enhanced LTEnetwork capability, by the repurposing of the former CLEAR 4G WiMAX Network andClearwire Expedience Network.Beginning on, or about, April 13, 2015, Clear Wireless formally notified its customers viaemail, as well as through automated web capture pages, that Sprint would cease operatingthe CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, at12:01AM local time.On November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and servicesceased, including use of the Enhanced-service (if a customer used CLEAR VoIP service).As of November 6, 2015, Clear Wireless customer accounts have been closed and will nolonger be billed for service.When appropriate, Sprint data plans may be suggested to Clear Wireless customers;however, it is important to note that Clear Wireless customers will not be automaticallyconverted to Sprint and there is no obligation for Clear Wireless customers to set up servicewith Sprint.As she stated in her filing, our records indicate that Ms*** contacted Clear Wireless tocancel her services on October 28, Service between the dates of October 24, 2015and November 6, had been billed and paid for in advanceAs is outlined in ClearWireless' Terms of Service, we did not typically issue refunds when a customer cancelledservice before the end of a billing cycleCancelations were ordinarily scheduled to takeplace on the last day of a billing cycle.Billing disputes are, however, considered on a case by case basisOut of our considerationfor Ms***, a valued longtime customer, Clear Wireless has today issued a proratedrefund in the amount of $21.51.The refund was processed back to the credit or debit card that was most recently chargedfor serviceMost financial institutions will reflect such a refund within three to five businessdaysIf there is any delay in Ms*** receiving her refund, we ask that she please followup with her bank regarding the matter.Clear Wireless regrets any inconvenience this issue may have caused Ms***If we maybe of further assistance, you may reach us at 1-888-888-We are available seven daysa week from 6am to 9pm, Pacific Time.Sincerely,Cindy H***Executive Escalations SpecialistClear Wireless LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

December 4, 2015Re: Ms*** ***Clear Wireless Account #: 4***Revdex.com file number: ***To Whom It May Concern:This is in response to your letter received by our organization on November 20, regarding Ms*** ***We would like to thank you for the opportunity to respond to Ms
***'s concernsWe at Clear Wireless always view customer satisfaction as a top priority, and hence any consumer-generated inquiry is of critical importance to us and deserving of our utmost attention.According to her recent filing, Ms. *** stated that she has been waiting over two months for a refund check that was owed to her by Clear WirelessClear Wireless has completed our review of Ms***'s account documentation and would like to offer the following information for your consideration. Clear Wireless has attempted to mail the refund check to Ms*** on three occasions; all have been returnedClear Wireless is taking steps to ensure that Ms*** receives her refund check in the amount of $and will follow up again with Ms*** after delivery to confirm that she receives the refund checkClear Wireless sincerely regrets any inconvenience this may have caused Ms***If we can be of any further assistance, we can be reached by dialing 888-888-Clear Wireless' Customer Care is available between the hours of 8:a.mand 11:p.mCentral time, seven days per week.Sincerely,Alicia M***Executive Escalations SpecialistClear Wireless LLC

January 13, 2016To whom it may concern:This is in response to your letter received by our organization on January 11, regarding Mr*** ***We would like to thank you for the opportunity to respond to Mr***'s concernsWe at CLEAR Wireless see customer satisfaction as our priority and
therefore regard every issue as critical and deserving of our utmost attention.According to his recent filing, Mr*** has expressed dissatisfaction with regard to Clearwire deactivating his service on November 6, Mr*** has requested contact by CLEAR Wireless as his desired resolutionCLEAR Wireless has reviewed the relevant account documentation and offers the following information for consideration.Our records reflect that Mr*** established his account on March 9, In addition, he agreed to Clearwire's Terms of Service upon commencing use of the serviceClearwire's Terms of Service are presented to each new customer for full review, and acceptance of the Terms of Service is required as an express condition for use of Clearwire serviceClearwire's Terms of Service is a binding contract and is available online at www.clear.com/legal/termsOnce accepted, the conditions of these terms are deemed to survive and continue beyond the termination of Services.On January 13, 2016, CLEAR Wireless contacted Mr*** at the contact number in his filing as he requested for his desired resolution Upon reaching Mr*** over the phone CLEAR Wireless explained that as a result of Sprint's acquisition of CLEAR Wireless in July of the CLEAR 4G WiMAX and Clearwire Expedience devices and services ceased, including use of the Enhanced-service (if a customer used CLEAR VoIP service) and Clearwire customer accounts were terminated to avoid billing for unavailable services.Beginning on, or about, April 13, 2015, Clearwire formally notified its active subscribers via email notices as well as the automated capture web pages, that Sprint would cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, at 12:01AM local time However, Mr*** would not have received these notifications as a direct result of his voluntary cancellation request with a CLEAR Wireless representative on July 2, and our records reflect that he never reactivated Service.Additionally, Mr*** was informed on January 13, that CLEAR Wireless devices are designed for use exclusively with CLEAR's 4G WiMAX network and are not supported over any other carrier's network; therefore, Sprint will no longer support CLEAR 4G WiMAX and Clearwire Expedience devices or services. As agreed upon by use of the Service, Mr*** acknowledged and understood specifically that the provisions of his Service were not guaranteed to continue indefinitely, or that Clearwire (or any other entity) would continue providing the particular Service that he purchased.We would like to thank Mr*** for taking the time to contact us regarding this matter It is important to note that former Clearwire customers will not be automatically converted to Sprint and there is no obligation for Clearwire customers to set up service with Sprint or Boost Mobile For additional information on the devices and plans currently offered by Sprint, Mr*** may visit www.sprint.com or call 1-844-665-to speak with someone who specializes in supporting Sprint branded products and services.Sincerely,David H.Clearwire Executive EscalationsSprint Corporation

Thank you for your ongoing interest and diligence in resolving my claim against Clearwire, IncInternet provider that was purchased by SprintThis is to inform you that my claim has been successfully resolved and I am in receipt of my refund
Thank you
Sincerely, ***

Sprint is in receipt of the complaint of Mr*** ***. We apologize for any inconvenience Mr*** has experienced as a result of this matter. We appreciate your assistance in bringing our customer’s concern to our attention.According to the information he provided, Mr
*** stated that, due to an inadvertently duplicated account, he was overcharged. In addition, he stated he was promised a $1,refund for charges related to the duplicate account, which he never received.To resolve this matter, I contacted Mr*** regarding his concerns and he confirmed he still had not received the refund check. I confirmed the correct mailing address with Mr*** and emailed the Sprint Finance department regarding this matter.Our Finance department confirmed a refund check had been mailed to the address on Mr***’s Clearwire account; however, this was not the same mailing address he had given me. I alerted the Finance department to the correct address and requested a new check be sent out to Mr***. Once a stop payment order on the original check has been confirmed as completed, we will mail a new check for $1,to the address Mr*** providedIf I can be of any further assistance, please contact me by calling our Executive and Regulatory Service Department toll-free at 1-855-848-3280, or directly at (972) 891-7280. I am available Monday through Friday, between a.mand p.m., Eastern Time

To Whom it May Concern:I've attached the company response to the customer's complaint.Please let me know if you need anything else.Thank you,Cindy H***Clearwire Executive Escalations Specialist
Re: *** *** Clear Wireless Account #: *** Revdex.com file number: *** To Whom It May
Concern: This is in response to your letter received by our organization on August 23, regarding Ms*** ***We would like to thank you for the opportunity to respond to Ms***' concernsWe at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attentionAccording to her recent filing, Ms*** has expressed dissatisfaction with the pending shutdown of Clear Wireless' networkIn addition, she was displeased with not being provided a prorated refund when cancelling her account in the middle of a billing periodClear Wireless has completed our review of Ms***' account documentation and offers the following information for your considerationAs Ms*** stated in her filing, Clear Wireless will stop providing service on November 6, ***, which acquired Clearwire in July of 2013, is in the process of implementing enhancements to the *** 4G LTE Network, including the deployment of *** Spark, an enhanced LTE network capability, by repurposing the CLEAR 4G WiMAX Network and Clearwire Expedience NetworkBeginning on, or about, April 13, 2015, Clearwire has formally notified Ms*** on several occasions that *** will cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, at 12:01AM ETMost recently, Ms*** was notified by email on August 4, CLEAR Wireless devices are designed for use exclusively with CLEAR's 4G WiMAX network and are not supported over any other carrier's network; therefore, *** will no longer support CLEAR 4G WiMAX and Clearwire Expedience devices or servicesOn November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-service (if a customer uses CLEAR VoIP service)As of November 6, 2015, Clearwire customer accounts will automatically be closed and no longer billed for serviceWhen appropriate, *** data plans may be suggested to Clearwire customers; however, it is important to note that Clearwire customers will not be automatically converted to *** and there is no obligation for Clearwire customers to set up service with ***Clearwire's services are now on a month to month basis; if a customer chooses to cancel their Clearwire service at any time, no fees or penalties will applyAs she also stated in her filing, Ms*** called to cancel her service on August 22, It is outlined in the Terms of Service Ms*** was subject to, that Clear Wireless does not offer refunds for service when an account is cancelled in the middle of a billing periodThe Clear Wireless Terms of Service are available to view online at any time at http://www.clear.com/legal/termsWhile ordinarily Ms*** is not due any further compensation in these circumstances, Clear Wireless considers billing disputes on a case-by-case basisOut of consideration for Ms***, a valued longtime customer, and as a goodwill gesture, Clear Wireless has today refunded the August 14, charges, which total $While the refund was processed today, it could take up to five business days for the funds to appear on her accountIf there is any delay, Clear Wireless urges Ms*** to contact her financial institution regarding the matterClear Wireless regrets any inconvenience this issue may have caused Ms***If we may be of further assistance, you may reach us at*** We are available seven days a week from 6am to 9pm, Pacific TimeSincerely, Cindy H*** Executive Escalations Specialist Clear Wireless LLC

To Whom it May Concern:I've attached the company response to the consumer's complaint.Please let me know if you have any questions.Thank you,Cindy H***Clearwire Executive Escalations Specialist
Re: *** *** Clear Wireless Account #: *** Revdex.com file number: *** To Whom It May
Concern: This is in response to your letter received by our organization on August 28, regarding Ms*** ***We would like to thank you for the opportunity to respond to Ms***'s concernsWe at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attentionAccording to her recent filing, Ms*** has expressed dissatisfaction with the impending shutdown of Clear Wireless' network on November 6, In addition, Ms*** has stated she has experienced service-related difficulties the day she originally filed her complaint on August 27, Clearwire has reviewed the relevant account documentation and offers the following information for consideration***, which acquired Clearwire in July of 2013, is in the process of implementing enhancements to the *** 4G LTE Network, including the deployment of *** Spark, an enhanced LTE network capability, by repurposing the CLEAR 4G WiMAX Network and Clearwire Expedience NetworkBeginning on, or about, April 13, 2015, Clear Wireless has formally notified Ms*** on several occasions that *** will cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, at 12:01AM ETMost recently, Ms*** was notified of the shutdown by email on August 5, Clear Wireless devices are designed for use exclusively with CLEAR's 4G WiMAX network or Clearwire's Expedience network and are not supported over any other carrier's network; therefore, *** will no longer support CLEAR 4G WiMAX and Clearwire Expedience devices or servicesOn November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-service (if a customer uses CLEAR VoIP service)As of November 6, 2015, Clear Wireless customer accounts will automatically be closed and no longer billed for serviceWhen appropriate, *** data plans may be suggested to Clear Wireless customers; however, it is important to note that Clear Wireless customers will not be automatically converted to *** and there is no obligation for Clear Wireless customers to set up service with ***Clear Wireless' services are now on a month to month basis; if a customer chooses to cancel their Clear Wireless service at any time, no fees or penalties will applyIn her filing, Ms*** stated that she had experienced service-related issues the day she filed her complaint and requested a prorated refund for the time she couldn't use the serviceIn situations where there are service interruptions, per the Terms of Service that Ms*** had agreed to, it is Clear Wireless' policy to only refund service charges for outages which last longer than hoursWhile the service difficulties Ms*** referred to on August 27, don't appear to have lasted longer than hours, there is documented use of the service from that day up through today, Clear Wireless considers billing disputes on a case-by-case basisOut of consideration for Ms***, a valued longtime customer, and as a goodwill gesture, Clear Wireless has today refunded the August 7, charges, which totals $While the refund was processed today, it could take up to five business days for the funds to appear on her accountIf there is any delay, Clear Wireless urges Ms*** to contact her financial institution regarding the matterClear Wireless regrets any inconvenience this issue may have caused Ms***If we may be of further assistance, you may reach us at*** We are available seven days a week from 6am to 9pm, Pacific TimeSincerely, Cindy H***

June 17, 2015 Re: *** ***Clear Wireless Account Number: ***Revdex.com file number: *** Ms*** ***: This is in response to your letter received by ourorganization on June 8, regarding *** ***We would like to thank youfor the opportunity to respond to *** ***'s
concernsWe at Clear Wirelessalways view customer satisfaction as a top priority, and hence anyconsumer-generated inquiry is of critical importance to us and deserving of ourutmost attention. According to the recent letter received, *** *** hasdisputed the balance due on the above referenced account stating a call wasmade to cancel service in January of Clear Wireless has made numerousunsuccessful attempts to call *** *** directly regarding this materWe wouldlike to provide the following information for your consideration Our records indicate that *** *** contacted ClearWireless to cancel service on June 7, We have no record of *** ***calling to cancel in or around January of On May 1, 2015, Clear Wireless provided a letter respondingto a previous dispute explaining that our records reflect the balance on ***’s account consists, in part, of monthly recurring service charges for twoservices (each at the rate of $per month) and an equipment lease fee (atthe rate of $per month) for the month of June, These charges wereoriginally collected; however, *** *** filed a dispute (or chargeback) withthe banking institution in the amount of $and the funds were returned.Once a chargeback is received, the funds are automatically returned to thecredit or debit card that was originally charged as well as that amount beingreturned to the Clear Wireless account as a balance due *** *** had canceled the services in June of andpartial credits were issued for both services (each in the amount of $25.00)and the equipment lease fee (in the amount of $4.33) these credits were appliedto *** ***'s Clear Wireless account; they were not refunded to the creditcard that was originally chargedThe credits reduced the balance due on theClear Wireless account that was caused by the aforementioned chargeback from$to $The amount of $was also initially collected as well asan additional amount of $which was charged in error; this error wascorrected by Clear Wireless on September 15, when two refunds wereprocessed, one in the amount of $95.35, and the other in the amount of $40.72.An additional chargeback was received by Clear Wireless in the amount of$and was processed by Clear Wireless on November 12, 2014. Clear Wireless had provided refunds totaling $onSeptember 15, as a settlementThe chargeback that was processed onNovember 12, in the amount of $136.07, was processed by Clear Wirelesssubsequent to *** ***'s original refund by Clear Wireless on September 15,*** *** is not entitled to retain the two-fold refund in the totalamount of $136.07. Clear Wireless received notification, that *** ***disputed the balance stating that the aforementioned refunds were not receivedand some statements were providedWe sent an additional response clarifyingthat all of the aforementioned dates specify the date in which the transactionswere posted to the Clear Wireless account and can vary from the dates in whichthe transactions post to the credit card accountParticularly in the case ofcredit card chargebacks, the dates can be significantly differentIt is alsoimportant to note that the invoices provided by *** *** listed a closingdate on or around the 9th of each month; therefore transactionsprocessed later in the month should appear on the following statement Clear Wireless will agree to review statements with *** for the proper time frameIf appropriate documentation is provided indicatingthat the aforementioned refunds did not post properly to the credit cardaccount, Clear Wireless will give this matter further consideration; however,based on the information we have received, Clear Wireless considers the balanceto be validIf *** *** wishes to send in any additional documentation, itcan be emailed to Clear Wireless at ***@clearwire.com,or can be mailed to our physical address: Clear Wireless Executive Escalations*** * *** *** ***Pensacola, FL 32534 Clear Wireless regrets any inconvenience this may havecausedIf we can be of any further assistance, we can be reached by dialing*** Clear Wireless' Customer Care is available between the hours of8:a.mand 11:p.mCentral time, seven days per week. Sincerely,Alicia M***Executive Escalations SpecialistClear Wireless LLC

Complaint: ***I am rejecting this response because:we did specify the amount requested for refundWe have copies of all tests performed and asked of us when working with the technicians and reps from ClearAs well as recorded conversations while working with them. We have confirmation that Clear actually reduced speeds to discourage use and downloading at the towersScreen shots, notations and recordings are availableEvery effort was made each time to work with ClearComplaints were made directly with ClearResolutions were not made availableRestorations were not madeSpeed test were made from 2am- 8am on a regular basis to verify that speeds were reduced when there was less trafficTraffic to a tower was explained for slow speeds We were asked to turn off our modems when not in use to help with speedsThis did not help. Wife, ***, used to work for Clear, deploying across TexasWhen she would request certain procedures to be followed, she was denied because it would improve her speedsThey would not do this. There were lower prices for slower speedsYet Clear continued to charge for the higher speeds that were not being receivedClear dialed down speeds proof will be provided to small claims if needed. Just because we cancelled service does not mean they cannot rectify their overcharges Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, ** ***

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