Clearwire

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, *** ***

August 7, 2015 Re: *** ***Clear Wireless Account Number: ***Revdex.com file number: *** Ms*** ***: This is in response to your letter received by our organization on July 30, regarding *** ***We would like to thank you for the opportunity to respond to *** ***'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, *** *** 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 consideration. Clear 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*** *** 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 *** *** disputed the balance stating that the aforementioned refunds were not receivedSome statements were provided by *** *** at that time for a *** 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 different. The invoices that were originally provided by *** *** were for a *** 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*** *** 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 *** TrueEarnings American Express Card.If *** *** finds and reviews the October Statement for the *** 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 *** *** wishes to send in any additional documentation, it can be attached to the filing, emailed to Clear Wireless at ***@clearwire.com, or can be mailed to our physical address: Clear Wireless Executive Escalations*** * *** *** ***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 *** 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

To Whom it May Concern:I've attached the company response to this consumer complaint.Please let me know if you have any questions.Thank you,Cindy H***Clear Wireless Executive Escalations
August 14, 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 10, 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 immediate attentionAccording to his recent filing, Mr*** has expressed dissatisfaction with recent service issuesClear Wireless has completed our review of Mr***'s account documentation and offers the following information for your considerationMr*** started Clear Wireless service with a no-contract plan on March 27, and agreed to the Electronic Terms of Service the same dayClear Wireless' Terms of Service are presented to each new customer for full review and electronic acceptance is required prior to use of the serviceIn his filing, Mr*** stated he believes the service issues he has encountered are a breach of his contract with Clear Wireless; however, Mr*** is on a prepaid service plan on a month-to-month basis and does not have a contractIn addition, as with any wireless service, Clearwire cannot guarantee optimal signal will be available in all locations at all times, as is outlined in the Terms of Service that Mr*** had agreed toFor your convenience, you can find a copy of the Clear Wireless Terms of Service at http://www.clear.com/legal/termsClear Wireless has reviewed Mr***'s connection history and our records indicate he primarily connects to a tower southwest of the address listed in his filingIf any signal reception-related issues do happen to occur, it would likely be beneficial for Mr*** to relocate his device, a mobile hotspot called a CLEAR Spot Voyager, close to either a West- or South-facing windowIt might be important to note that Mr***'s CLEAR Spot Voyager has a broadcast range of approximately feet, so the modem can be moved to the best location in Mr***'s residence to receive Clear Wireless' signalOn July 31, Mr*** called to report service related issuesIt was on this call that he first advised us that he had moved service addresses to the location to the address listed in his filingDespite the fact that Mr***'s residence is in coverage, he stated he received conflicting information on the issue from Clear Wireless representativesWe appreciate the time and effort that Mr*** put into notifying us about the problemAs difficult as the process was, Clear Wireless would like to thank Mr***It is only through feedback like this that we can improve the Customer Service experience for othersOpportunities for coaching will be explored fully and feedback will be provided to representatives as neededTo assist customers with determining the received signal strength of the modem, there is a signal reception LED on the CLEAR Spot Voyager labeled '4G.' The color green shows a strong signal, yellow is for a moderate signal, solid red is for poor signal, and a red blinking LED means there is no usable signal detectedWhen Mr*** has called and the color of the 4G LED has been noted, he usually reports that it is green, but at times it has been solid redThis fluctuation of his received signal could be an indication of local (not tower-related) radio-frequency interferenceTo minimize any possible sources of RF interference, it is recommended for Mr*** to relocate his CLEAR Spot Voyager into a room within his residence with a better line of sight to the tower southwest of his locationAlso, please allow us to provide some additional background information that might prove helpfulClear Wireless' network management policy has one primary goal: to provide all customers with the best possible experience for whatever type of online activity they chooseCertain bandwidth-intensive activities can cause a relatively small number of users to affect other customers, particularly during times of peak network usageClear Wireless manages our network by striving to equitably distribute our network resourcesBecause of this, during times of network congestion, speeds of certain bandwidth-intensive uses, may be temporarily reduced to ensure high-quality network access for all users in the same areaWe expect that, under this policy, a majority of customers will have a high-quality broadband experience and not perceive a meaningful difference in the performance of their serviceIt is not our policy to block access to any particular applicationAlso, this policy does not place a cap on the amount of data our customers on 'Unlimited' plans may use in a given billing cycleIf Mr*** wishes to cancel his service due to any of the aforementioned information, his service is not under any contract and he may cancel at willHowever, the account will remain active and monthly service fees will continue to apply until Mr*** cancels his accountMr*** may either contact Clear Wireless' Customer Resolutions department or access his online account to initiate cancellationClear Wireless regrets any inconvenience this issue may have caused Mr***If we may be of further assistance, you may reach us at *** We are available seven days a week from 6am to 9pm, Pacific Time

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: The Reverend *** *** Clear Wireless Account #: *** Revdex.com file number: ***
To Whom It May Concern: This is in response to your letter received by our organization on October 9, regarding The Reverend *** ***We would like to thank you for the opportunity to respond to Pastor ***'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 the filing, Pastor *** has expressed dissatisfaction with Clear Wireless' impending network shutdown on November 6th, In addition, Pastor *** requested two months of service fees refunded due to service-related issues prior to the Clear Wireless network shutdownClear Wireless would like to offer the following information regarding this matterPastor *** started Clear Wireless Internet and Voice services with a two year agreement on July 9, and agreed to the Electronic Terms of Service the next day, on July 9, Clear Wireless' Terms of Service are presented to each new customer for full review and electronic acceptance is required prior to use of the serviceIt might be important to note that the number used for his phone service did not originate with Clear WirelessPastor *** put in a request to port in his existing phone number to his Clear Wireless account on July 10, 2010, the day after the account was activatedThe local number porting process was completed to Pastor ***'s Clear Wireless account on July 27, Regarding the impending Clear Wireless network shutdown, ***, which acquired Clear Wireless 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 Clear Wireless Expedience NetworkBeginning on, or about, April 13, 2015, Clear Wireless has formally notified Pastor *** via email on several occasions that *** will cease operating the CLEAR 4G WiMAX Network and Clear Clearwire Expedience Network on November 6, at 12:01AM ETAdditionally, Pastor *** was notified through a browser capture page on August 17, 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, 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 ***It is also important to consider that *** presently does not offer any mobile broadband data plans with unlimited Data UsageClearwire'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 applyIn regards to difficulties Pastor *** stated he encountered with his service issues and the delay in porting his telephone number to ***, Clear Wireless would like to provide the following additional informationOn September 8, Pastor *** called to report the loss of connectivity and his intention to cancel his Clear Wireless account and start new service with ***, as he stated in his filingIt was noted that he was informed the account could not be cancelled, however, until after his telephone service had ported to another carrierUnlike what he stated, this is not due to a requirement by Clear WirelessIt is required by the Federal Communications Commission (FCC) that a consumer must leave both phone services active during the local number porting processIf services with the losing carrier are cancelled prior to the port out, the telephone number would be lost and would not be recoverableAs required by the FCC, Pastor *** needed to obtain a new phone service provider and arrange with the new provider to have his number ported before he could cancel his Clear Wireless Home Internet and Digital Voice servicesAs he stated in his complaint, Pastor ***'s telephone number had ported to *** by September 15, 2015, but his Clear Wireless service had not been cancelled at the same timeThrough an unexpected error, Clear Wireless support was not notified of the successful port until October 8, Out of an abundance of caution, and to help ensure a customer who wishes to keep his number does not risk losing it, Clear Wireless does not cancel a customer's account until after it's been confirmed the port to the new provider has been successfulOnce Clear Wireless received notification of the successful port on October 8, 2014, a Customer Service representative cancelled Pastor ***'s Digital Voice serviceIt was noted Pastor *** called that later the same day to cancel the Internet serviceAs for Pastor ***'s statement that Clear Wireless refused to provide a refund for the $service credit which had been placed onto the account, that is also not the caseAt the time Pastor *** requested to cancel service on September 8, 2015, a Clear Wireless representative placed credit on the account totaling $to cover the account renewal set for the next day on September 9, In addition, he was later given an additional $in credits on the accountOn the day he called to cancel the Internet service on October 8, 2015, the $credit was refunded to the customerWhile Pastor *** states he has not received a refund for the $credit, the billing ledger on his account shows the refund had gone through on our system on October 8, 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 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 his account on the same day that it was processed, but refunds usually post within five business days afterwardsIt has been about a week since that was processed so the refund should have been posted to Pastor ***'s account by nowClear Wireless recommends that Pastor *** examine his bank recordsIf the funds have not yet posted to his account, Clear Wireless urges Pastor *** to contact his financial institution regarding the matter since Clear Wireless has already made the funds available for processingAs for Pastor ***'s request for an additional refund of two months' worth of service charges due to service related issues, respectfully the first notice Clear Wireless had received of these difficulties was on the previously mentioned call on September 8, As a result, per Clear Wireless' Terms of Service, Pastor *** is not due any additional refunds; however, Clear Wireless considers billing disputes on a case-by-case basisAs a one-time courtesy, out of our sincere concern for Pastor ***, a valued longtime customer, Clear Wireless agrees to refund the August 9, service charges, for an additional refund of $While the refunds were processed today, it could take up to five business days for it to appear on his accountIf there is any delay, Clear Wireless urges Pastor *** to contact his financial institution regarding the matterRegarding the Customer Service issues Pastor *** noted in his filing, Clear Wireless values Pastor ***'s feedback and the time he has taken to inform us of his experienceWe strive to provide positive customer experiences and we apologize if Pastor *** feels he was not assisted properly or in timely manner by our Customer Service RepresentativesOpportunities for coaching will be explored fully and feedback will be provided to representatives as neededClear Wireless regrets any inconvenience this issue may have caused Pastor ***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: 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 October 15, 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 performance of her internet connection and has requested a refund of $for previously billed serviceClear Wireless has completed our review of Ms***' account documentation and offers the following information for *** considerationMs*** 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*** 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*** 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*** needed to call regarding her continuing difficultiesPer the Terms of Service Ms*** agreed to, customers must call to report service-related issues before compensation can be provided for loss of serviceAlternatively, if Ms*** 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*** could have cancelled at any time after January of 2012, without being assessed any feesRespectfully, due to Ms*** 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*** 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***' 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*** 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 1-888-888-We are available seven days a week from 6am to 9pm, Pacific TimeSincerely, Cindy H*** Executive Escalations Specialist Clear 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 Service. Any such lifetime or "For Life" rate is limited to the life of the Clearwire account. CHANGES 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 false 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 offer. Also 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, ect... Also it says changes I MAKE will invalidate the lifetime offer. I have made no changes, [redacted] is forcing these changes on me. Ok you don't want to service the boxes anymore, then I should be offered a comparable service. Clearwire's notification email offered me nothing but phone numbers to other internet providers. They didn't even give me the [redacted] number. Am I surprised their was a clause in the contract that would allow the business out of the contract, NO I am not. Regardless you advertised a lifetime internet service and unless you can produce a little asterisk next to your advertisement you are guilty of false advertisement and are being unfair in your business practice. Because 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 dime. There are a number of better ways to handle inherited contracts through a merger. Sincerely,[redacted]

July 10, 2015Re: Mr. [redacted]CLEAR Wireless account #: [redacted]Revdex.com Case number: [redacted]To whom it may concern:This is in response to your letter received by our organization on June 30, 2015 regarding Mr. [redacted]. We would like to thank you for the opportunity to respond to Mr. [redacted]'s...

concerns. We 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. [redacted] has expressed dissatisfaction with his CLEAR Wireless Internet Service for the duration of close to two years, and more specifically the recurring monthly rate of Service and his expected speed of his chosen rate plan. Mr. [redacted] is requesting an unspecified amount for the amount he was charged relative to his perceived value of received Service(s). CLEAR Wireless has reviewed the relevant account documentation and offers the following information for consideration.Our records reflect that Mr. [redacted] established his account on April 24, 2006. In addition, he agreed via an electronic check box to CLEAR Wireless' Terms of Service upon commencing use of the service. CLEAR Wireless' 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 CLEAR Wireless service. CLEAR Wireless' Terms of Service is a binding contract and is available online at www.clear.com/legal/terms.CLEAR Wireless understands that delivery of top-quality customer service is of paramount importance, and we deeply regret hearing about any poor customer experience. As difficult as the process was, CLEAR Wireless would like to thank Mr. [redacted] for taking the time to provide this valuable feedback.Upon review of Mr. [redacted]'s account, CLEAR Wireless discovered that Mr. [redacted] had already chosen to cancel his Service and as such, we were unable to collect any current diagnostics for troubleshooting.  By our records with Mr. [redacted]'s previous attempts to troubleshoot, he is experiencing intermittent service related issues due to known congestion issues on the tower serving his primary connection. CLEAR Wireless service plans give our customers a variety of plans; however, the actual speeds that a customer may experience depend on a number of physical factors such as the respective speed of their current rate plan, distance from the wireless tower, obstacles between the tower and the CLEAR Wireless modem, and the levels of customer demand on that tower.As disclosed on its website and in its marketing materials in various media, CLEAR Wireless is not able to guarantee to its customers that they will experience any particular minimum or average network speed at any given time. This is a wireless service and optimal signal cannot be guaranteed in every location; however, when customers and technicians work together, troubleshooting can often alleviate signal related issues.  Additionally, this information is provided in Section 3 of CLEAR Wireless' Terms of Service, as well as CLEAR Wireless' Acceptable Use Policy (which constitutes part of the CLEAR Wireless Terms of Service that Mr. [redacted] electronically accepted, and which is accessible for reading at any time at www.clear.com/legal/aup).CLEAR Wireless manages its network by striving to equitably distribute our network resources.  Because of this, during times of network congestion, speeds of certain bandwidth-intensive uses, specifically video streaming or peer-to-peer file sharing, may be temporarily reduced to ensure high-quality network access for all users in the same area.  CLEAR Wireless' network management policy has one primary goal:  to provide all customers with the best possible experience for whatever type of online activity they choose.  Certain bandwidth-intensive activities can cause a relatively small number of users to affect other customers, particularly during times of peak network usage.CLEAR Wireless expects that, under this policy, a majority of customers will have a high-quality broadband experience and not perceive a meaningful difference in the performance of their service.  It is not our policy to block access to any particular application. Also, this policy does not place a cap on the amount of data our customers on 'Unlimited' plans may use in a given billing cycle.Additionally Mr. [redacted] contends in his filing that CLEAR Wireless raised his rate plan arbitrarily and then lowered his speed of Internet access.  There was a monthly service rate increase in the amount of $5.00 per month applied to his account on January 25, 2014. An email notification was sent in advance to Mr. [redacted] on or about December 10, 2013 regarding this rate adjustment. This notification indicated that the rate adjustment would take place on the next monthly renewal on or after January 9, 2014. In addition, there was an alert posted to the My Account section on www.clear.com regarding the rate increase.CLEAR Wireless regrets the increase but making such changes allows us to manage costs, respond to customer trends, and provide a good user experience. Please understand that from time to time, carriers do change pricing strategy and offers. For example, CLEAR Wireless may move customers off old, expired, or incorrect offers, or to take advantage of new technologies. If at any time CLEAR Wireless changes customers from one plan to another, rest assured that advance notification by e-mail would be sent to alert customers of the change so they will not be surprised of the change.CLEAR Wireless' Terms of Service and marketing materials expressly state that CLEAR Wireless is not able to guarantee to its customers that they will experience any particular minimum or average network speed at any given time.  CLEAR Wireless must point out that several factors can be negatively affecting Mr. [redacted]'s internet service speeds. With regard to service limitations, CLEAR Wireless' Terms of Service, Section 3(a) states:"3. Service Limitations. This Section 3 describes certain Service availability limitations, variations on speed and bandwidth, service coverage, maintenance outages, how CLEAR Wireless manages the network, and credits for Service outages.a. Availability of Service. The Service, including any internet phone (sometimes known as mobile "Voice over Internet Protocol" or "VoIP") service or product, may not be available at any or all times in all areas. Even within coverage areas, and for a variety of reasons that may be beyond CLEAR Wireless' reasonable control, service availability, quality, signal strength, and network speeds may vary, be lower than advertised, or be insufficient for your desired use of the Service."The distance a 4G WiMAX signal can travel can vary greatly from one tower to the next. Since a variety of factors can affect transmission distances and different towers may transmit in different directions; CLEAR Wireless' coverage maps are only an estimation of where we would expect a customer to be able to obtain a stable signal.  As detailed in CLEAR Wireless' Terms of Service, Section 3(d): neither CLEAR Wireless, nor its affiliates, agents or suppliers, warrant or represent that the equipment or service will meet your requirements or will be uninterrupted, without delay, error-free, or free from service degradation.Out of consideration for Mr. [redacted], our representatives already offered a one-month refund as a one-time courtesy and our records reflect that he accepted their offer.  While the refunds were processed on June 29, 2015, it could take up to five business days for it to appear on Mr. [redacted]'s account.  If there is any delay, CLEAR Wireless urges Mr. [redacted] to contact his bank regarding the matter.Finally, with regard to Mr. [redacted]'s requested settlement, CLEAR Wireless considers all charges valid based on the significant monthly usage of the Service.  CLEAR Wireless respectfully declines to issue any additional refunds or offer any complimentary service for this matter.  Mr. [redacted]'s account is cancelled and due to a policy change at CLEAR Wireless, the account cannot be reactivated. CLEAR Wireless regrets any inconvenience this issue may have caused. If we may be of further assistance, you may reach us at 1-888-888-3113 for support between the hours of 6:00 AM to 9:00 PM Pacific Standard Time, seven days a week or visit our Contact Us page at www.clear.com/support/contact. CLEAR Wireless Web Chat support is also available online at www.clear.com/support/chat.Sincerely, David H. Executive Escalations SpecialistCLEAR Wireless, LLC

August 6, 2015Re: Ms. [redacted]CLEAR Wireless account #: [redacted]Revdex.com Case number: [redacted]To whom it may concern:This is in response to your letter received by our organization on August 5, 2015 regarding Ms. [redacted]. We would like to thank you for the opportunity to respond to Ms....

[redacted]'s concerns. We at CLEAR Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our utmost attention.According to her recent filing, Ms. [redacted] has expressed her dissatisfaction with regard to Clearwire's impending network shutdown on November 6, 2015.  CLEAR Wireless has reviewed the relevant account documentation and offers the following information for consideration.Our records reflect that Ms. [redacted] established her account under the name of [redacted] on April 27, 2009. In addition, she agreed via an electronic check-box to CLEAR Wireless' Terms of Service on May 12, 2009 upon commencing use of the service. CLEAR Wireless' 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 CLEAR Wireless service. CLEAR Wireless' Terms of Service is a binding contract and is available online at www.clear.com/legal/terms.[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], an enhanced LTE network capability, by repurposing the CLEAR 4G WiMAX Network and Clearwire Expedience Network.Clearwire is currently in the process of providing our customers with formal notice that [redacted] will cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, 2015 at 12:01AM ET.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 services. On November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-911 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 service.When appropriate, [redacted] data plans may be suggested to Clearwire customers; however, it is important to note that Clearwire customers will not be automatically converted to [redacted] and there is no obligation for Clearwire customers to set up service with [redacted]. The service is on a month-to-month basis and if Ms. [redacted] chooses to cancel her Clearwire service at any time, no fees or penalties will apply.Furthermore, Ms. [redacted] alleges to have had a "For Life" offer; however, she was and still is fully subject to the Terms of Service through the documented use of her equipment. The Terms of Service Ms. [redacted] agreed to also outlines the Rate Plan Pricing Feature of Clear Wireless. It is expressly stated in CLEAR Wireless' Terms of Service that any offer to its customers of a rate plan that sets forth a lifetime or "For Life" rate is a pricing feature of their rate plan.  And such offer is not a guarantee that CLEAR Wireless (or any other entity) will continue providing the particular Service purchased.  The applicable portion of CLEAR Wireless Terms of Service for this matter is in Section 4 (b):“Rate Plan Pricing Feature. At certain times and in certain markets, Clearwire may offer to new customers a promotional rate plan that sets forth a lifetime or "For Life" rate. Any such lifetime or "For Life" rate refers solely to the Service, and not to any Equipment purchase or rental, and is subject to certain additional conditions contained in the acceptance materials, order confirmation, or receipt for your Service purchase. 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 Service. Any such lifetime or "For Life" rate is limited to the life of the Clearwire account. CHANGES THAT YOU MAKE TO YOUR CLEARWIRE RATE PLAN OR ACCOUNT MAY INVALIDATE A LIFETIME OR "FOR LIFE" OFFER.”We sincerely regret any inconvenience this may cause Ms. [redacted]. If we may be of further assistance, Clearwire can be reached by dialing [redacted] for support between the hours of 6 a.m. and 9 p.m. Pacific Time, seven days a week. Clearwire Web Chat support is also available online at www.clear.com/support/chat.Sincerely,David H.Executive Escalations SpecialistCLEAR Wireless, LLC

Please find the company response attached.Thank you,Cindy H[redacted]Clearwire Executive Escalations
 
August 20, 2015 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 August...

18, 2015 regarding Mr. [redacted]. We would like to thank you for the opportunity to respond to Mr. [redacted]'s concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention. According to his recent filing, Mr. [redacted] has expressed dissatisfaction with his account not being cancelled when he requested. He requests refunds of $73.35 for the August 8, 2015 service fees and for $37.68, which he stated he was promised for a prorated refund of the July 8, 2015 service charges. In addition, he requests an additional $72.00 refunded to compensate him for the nonsufficient funds (NSF) charges assessed by his bank. Clear Wireless has completed our review of Mr. [redacted]'s account documentation and offers the following information for your consideration. As Mr. [redacted] stated in his filing, Ms. [redacted] started the Clear Wireless service his complaint is regarding. The service was activated by Ms. [redacted] with a two year service agreement on July 7, 2010 and Ms. [redacted] agreed to the Electronic Terms of Service on the same day. Clear Wireless' Terms of Service are presented to each new customer for full review and electronic acceptance is required prior to use of the service. As a documented user of the service, Mr. [redacted] is also fully subject to the Clear Wireless Terms of Service. The Clear Wireless Terms of Service are available to view online at any time at http://www.clear.com/legal/terms. As Mr. [redacted] stated, he had called to cancel the service on the behalf of the account holder Ms. [redacted] on July 22, 2015. However, it was not noted he was offered a prorated refund. As is outlined in the Terms of Service Mr. [redacted] was subject to, Clear Wireless does not offer refunds for service when an account is cancelled in the middle of a billing period. So, to the contrary of what he stated in his complaint, it was noted by the Clear Wireless Customer Service Representative Mr. [redacted] had spoken to that she could not provide a refund. Unfortunately, the call disconnected prior to the account cancellation being completed and, after several attempts to reach Mr. [redacted] failed, the Customer Service Representative left messages at the number listed on the account and no further action was taken. The account remained active and the credit card on file was charged for the regular monthly fees and applicable taxes on August 8, 2015. It was noted that Mr. [redacted] called regarding these charges on August 12, 2015 and was informed the account was still active. The account was cancelled, but he was not offered a refund due to the aforementioned policy that Clear Wireless does not refund service charges once assessed. However, given the circumstances, Clear Wireless will agree to refund the August 8, 2015 service fees and taxes. While a refund for $75.35 was processed today, it could take up to five business days for it to appear on his account. If there is any delay, Clear Wireless urges Mr. [redacted] to contact his financial institution regarding the matter. Clear Wireless respectfully must decline to provide any compensation for the nonsufficient funds fees that Mr. [redacted] stated had been assessed by his bank. When a customer speaks with their bank regarding the fees, they can often be reversed, especially in light of the fact that the fees which caused the overdraft have been refunded. Clear Wireless urges Mr. [redacted] to call his bank regarding that matter. Clear Wireless regrets any inconvenience this issue may have caused Mr. [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 Time.

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 $21.32 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 balance. He 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 8 a.m. and 5 p.m., Eastern Time. 
Thank you,Cindy H[redacted]
Clearwire Executive EscalationsSprint Executive Services Analyst

Complaint: [redacted]I am rejecting this response because:After reviews those information send me proof of documents if I owe anything with proof of refund or credit to my account.AS I mentioned I did not received any refund or credit from Clear.And I also I did not see any charge back from my credit card company.Sincerely,[redacted]

June 15, 2015Re: Ms. [redacted]CLEAR Wireless account #: [redacted]Revdex.com Case number: [redacted]To whom it may concern:This is in response to your letter received by our organization on June 9, 2015 regarding Ms. [redacted]. We would like to thank you for the opportunity to respond to Ms. [redacted]...

concerns. We at CLEAR Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our utmost attention.According to her recent filing, Ms. [redacted] has expressed dissatisfaction with CLEAR Wireless' Customer Service and their attempts at updating the payment method on file for recurring billing purposes. Ms. [redacted] is requesting we update her payment information. CLEAR Wireless has reviewed the relevant account documentation and offers the following information for consideration.We understand that delivery of top-quality customer service is of paramount importance, and we deeply regret hearing about any poor customer experience. We would like to thank Ms. [redacted] for taking the time to provide this valuable feedback.CLEAR Wireless has attempted direct contact with Ms. [redacted] concerning her filling, so that we might be able to troubleshoot and help resolve the account related issues.  Among our attempts to communicate via telephone, CLEAR Wireless had also sent electronic mail to Ms. [redacted] by means of the provided contact information.  Upon June 12, 2015, CLEAR Wireless was successful in our attempts to reach Ms. [redacted], and located an issue that required escalated action to resolve her complaint.  CLEAR Wireless submitted a ticket that was resolved and a CLEAR Wireless representative followed up with Ms. [redacted] on June 13, 2015 to resolve her concerns and successfully update the payment method on file.CLEAR Wireless regrets any inconvenience this issue may have caused. If we may be of further assistance, you can reach us at [redacted] for support between the hours of 6:00 AM to 9:00 PM Pacific Time, seven days a week or visit our Contact Us page at www.clear.com/support/contact. CLEAR Wireless Web Chat support is also available online at www.clear.com/support/chat.Sincerely, [redacted] Executive Escalations SpecialistCLEAR 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[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, 2015 regarding Ms. [redacted]. We would like to thank you for the opportunity to respond to Ms. [redacted] concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention. According to the filing, Ms. [redacted] has expressed dissatisfaction with Clear Wireless' impending network shutdown on November 6th, 2015. In addition, Ms. [redacted]- [redacted] stated she had not received a promised $52.07 refund after cancelling her services. Clear 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 Network. Beginning 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, 2015 at 12:01AM ET. Additionally, Ms. [redacted] was notified through a browser capture page on August 20, 2015. 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 services. On November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-911 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 service. When 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 Usage. Clear 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 apply. While 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, 2015. The charges were sent back to the card originally used for the charge. It is a debit or credit card which ends with the four digits of [redacted], it is the same card that is on file with the account. It 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 account. The 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 afterwards. It has been about a month since that refund was processed so it should have posted to Ms. [redacted] account by now. Clear Wireless recommends that Ms. [redacted]- [redacted] examine her bank records for the refund. If 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 processing. Clear 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 Time. Sincerely, Cindy H[redacted] Executive Escalations Specialist

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 me. Sincerely, [redacted]

To Whom it May Concern:Please see the response to the consumer complaint attached.Thank you,[redacted]Clearwire Executive Escalations Specialist
To Whom It May Concern: This is in response to your letter received by our organization on June 9, 2015 regarding Ms. [redacted]. We would like...

to thank you for the opportunity to respond to Ms. [redacted]' concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention. According to her recent filing, Ms. [redacted] has expressed dissatisfaction with the reliability of her wireless internet connection. She requests a refund of three months of service fees, for a total of $150.00. Clear Wireless has completed our review of Ms. [redacted]' account documentation and offers the following information for your consideration. The account holder (who isn't Ms. [redacted] but whom had previously given his verbal permission for her to act on his behalf for the account in question) had started Clear Wireless service with a two year agreement on December 18, 2010 and agreed to the Electronic Terms of Service on December 25, 2010. Clear Wireless' Terms of Service are presented to each new customer for full review and electronic acceptance is required prior to use of the service. According to her filing, Ms. [redacted] stated she had encountered signal-related connectivity issues with her Clear Wireless Internet service. In addition, Ms. [redacted] stated she expected the service to work 100% of the time due to her need to work from home. As with any wireless service, Clear Wireless cannot guarantee optimal signal will be available in all locations at all times, as is outlined in the Clear Wireless Terms of Service. The relevant portion is in section 3 (a): "Availability of Service. The Service, including any internet phone (sometimes known as mobile "Voice over Internet Protocol" or "VoIP") service or product, may not be available at any or all times in all areas. Even within coverage areas, and for a variety of reasons that may be beyond Clearwire's reasonable control, service availability, quality, signal strength, and network speeds may vary, be lower than advertised, or be insufficient for your desired use of the Service." It was noted that Ms. [redacted] cancelled the service, on behalf of the named account holder, on March 14, 2015. In the year prior to cancelling the service, the only noted calls regarding service issues were on January 11, 2015, which was when there was a noted tower outage. In her filing Ms. [redacted] stated that she called again a few days after that outage was resolved about a return of her connectivity issues, but it was not noted that Ms. [redacted] called for poor service again until two months later, on March 11, 2015. It was on that call when Ms. [redacted] was told that the tower she had connected to previously was taken out of service on February 20, 2015. While Ms. [redacted]' modem could pick up wireless signal from a different tower, that tower had not provided sufficient signal for her to connect in the same location in her residence. As for Ms. [redacted]' comment that Clearwire had not notified her of the tower being decommissioned, the tower had suffered mechanical failure and that is what led to it being turned off. The technical problems were outside of Clear Wireless' reasonable control, so it was not possible to notify affected customers before the tower had been decommissioned. Since Ms. [redacted] was able to use the service, even if she had to move her modem (a mobile Hot Spot device called a CLEAR Spot Voyager) into a different room, she is not due any refunds. Yet, given the circumstances and our sincere appreciation of Ms. [redacted] as a valued longtime customer, Clear Wireless agrees to refund two months of service fees, for a total refund of $100.00. The refund was processed to the card that was originally charged. While the refunds were processed today, it could take up to five business days for it to appear on her account. If there is any delay, Clear Wireless urges Ms. [redacted] to contact her financial institution regarding the matter. Clear Wireless regrets any inconvenience this issue may have caused Ms. [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 Time. Sincerely,

June 25, 2015 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 June 16, 2015 regarding [redacted]. We would like to thank you for the opportunity to respond to...

Ms. [redacted] concerns. We 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. [redacted] stated that she has been experiencing technical issues with her Clear Wireless hotspot and is requesting working equipment to be provided to her as well as for an account adjustment for time she has been experiencing difficulty with the service. Clear Wireless has completed our review of Ms. [redacted] account documentation and would like to offer the following information for your consideration. Ms. [redacted] uses a CLEAR Wireless hotspot to connect wirelessly to the internet. The device was purchased on June 26, 2013 and is no longer covered under warranty. The type of device that Ms. [redacted] is using has now been discontinued and Clear Wireless is no longer carrying these devices. According to usage records on Ms. [redacted] account, there has been significant daily utilization of the service. According to account documentation, Ms. [redacted] has contacted Clear Wireless' Customer Care reporting trouble with the device and some troubleshooting was performed. This combined with the daily usage of the service indicates the service is working at certain times of each day. In order to offer appropriate solutions, Clear Wireless called Ms. [redacted] directly using the phone number provided in the complaint. Although the device is currently out of warranty, as a courtesy to Ms. [redacted], Clear Wireless has agreed to send Ms. [redacted] a replacement modem at no charge; however, considering the CLEARspot devices are no longer carried, we offered to send Ms. [redacted] her choice of either a USB modem, or a home modem. Ms. [redacted] selected the home modem and provided a shipping address for Clear Wireless to send the new modem to. Credits for service issues are typically prorated based on full days of inability to connect; however, as a courtesy to Ms. [redacted], a credit will be placed on the account in the amount of $27.50, which is equal to one half of one month service charge.    Clear Wireless regrets any inconvenience this may have caused Ms. [redacted]. If we can be of any further assistance, we can be reached by dialing [redacted]. Clear Wireless' Customer Care is available between the hours of 8:00 a.m. and 11:00 p.m. Central time, seven days per week.         Sincerely,Alicia M[redacted]Executive Escalations SpecialistClear Wireless LLC

Complaint: [redacted]I am rejecting this response because:1. This is not valid debt.    - Clear never provide proof of debt. I requet couple times provide proof of debt. But always they said its vaild. That's it.      never provide any documents for proof of debt.2. I already provide all my statement from Credit Card Company. It completely prove there was no charge back was made from my credit card company. Also 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 a copy of the company response to this complaint.Please let me know if there any issues with this.Thank you,Cindy H[redacted]Clearwire Executive EscalationsRe: 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 August 19, 2015 regarding Ms. [redacted]. We would like to thank you for the opportunity to respond to Ms. [redacted]'s concerns. We at Clear Wireless see customer satisfaction as our priority and therefore regard every issue as critical and deserving of our immediate attention. According to her recent filing, Ms. [redacted] has expressed dissatisfaction with the pending shutdown of Clear Wireless' network. In addition, she was displeased with not being provided a prorated refund when cancelling her account in the middle of a billing period. Clear Wireless has completed our review of Ms. [redacted]'s account documentation and offers the following information for your consideration. As Ms. [redacted] stated in her filing, Clear Wireless will stop providing service on November 6, 2015. [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 Network. Beginning on, or about, April 13, 2015, Clearwire has formally notified Ms. [redacted] on several occasions that [redacted] will cease operating the CLEAR 4G WiMAX Network and Clearwire Expedience Network on November 6, 2015 at 12:01AM ET. Most recently, Ms. [redacted] was notified by email on August 4, 2015. 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 services. On November 6, 2015, CLEAR 4G WiMAX and Clearwire Expedience devices and services will no longer work, including use of the Enhanced-911 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 service. When appropriate, [redacted] data plans may be suggested to Clearwire customers; however, it is important to note that Clearwire customers will not be automatically converted to [redacted] and there is no obligation for Clearwire customers to set up service with [redacted]. 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 apply. As she also stated in her filing, Ms. [redacted] called to cancel her service on August 18, 2015. It is outlined in the Terms of Service Ms. [redacted] was subject to, that Clear Wireless does not offer refunds for service when an account is cancelled in the middle of a billing period. The Clear Wireless Terms of Service are available to view online at any time at http://www.clear.com/legal/terms. At the time she cancelled service on August 18, 2015, Ms. [redacted] was provided with a partial refund of $30.00 for the August 14, 2015 billing period. While ordinarily Ms. [redacted] is not due any further compensation in these circumstances, Clear Wireless considers billing disputes on a case-by-case basis. Out of consideration of for Ms. [redacted], a valued longtime customer, and as a goodwill gesture, Clear Wireless has today refunded $45.59, which is the remainder of the August 14, 2015 charges. This brings the total refunded to $75.59. While the refund was processed today, it could take up to five business days for the funds to appear on her account. If there is any delay, Clear Wireless urges Ms. [redacted] to contact her financial institution regarding the matter. Clear Wireless regrets any inconvenience this issue may have caused Ms. [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 Time. Sincerely,