Coast 2 Coast Cellular

Included with this letter Is a copy of a letter (Group Access) that was sent to customers when their service was initiatedIt outlines the service amount for 5GB service and the overage charge of $per MB Also included is an order form that indicates the service that the customer agreed to when initiating service along with his billing informationThere is no signed contract as tlic service is a prepaid service and if the customer does not pay they are disconnectedUsage is a postpaid amount that is billed the following month Also included are copies of the customer’s invoices dated 1/~/and 2/1/accompanied by a listing of the data usage (per Verizon through our distributor) for the periods covered by the invoices The customer states that he had his device turned off on 1/31/and it was turned off at the end of the day on 1/31/Some misunderstanding apparently comes from the fact that the $that was taken in January was for his January service ($4S.99) and the overage charge and for his usage from 1.2/1/ through 12/31/The second amount of $was billed in February for usage incurred in from 1/1/ through 1/31/14, the date his phone was turned off- Note that there is no monthly service charge on the February Invoice The customer correctly states that he had never gone over his usage prior to period of his complaint However, that is irrelevant to the period in question as he did go over during this periodThe customer also states that Verizon only charges $per GB for overageThis too is irrelevant in relation to service from Coast To Coast Cellular per the terms at the initiation of service The customer was properly charged for the data used by his device and therefore is not entitled to any reimbursement Be aware that with data devices sometimes the user discovers after they have had their device for a time that they can stream Wand moviesOften they are unaware that they are using large amounts of data that will cause them to go over their limit and they suddenly have huge increases in their invoiceAlso, some have been confused over kilobytes, megabytes, and gigabytesThis is not the first time we have had this situation occur Hopefully this sheds some light on this situation, If you need something else you may contact us and we will try to help you

The customer claims that he never received anything showing overage chargesPlease note on the included invoices that on pages labeled Aand Bthere is a section labeled ‘Usage and Additional Charges’, The total usage is shown as the kilobytes usedSince the plan that the customer was on was aS gigabyte plan he was charged at the agreed to rate for any usage over gigabytes as indicated by the data charges line on the invoice The customer makes the completely unfounded claim that our company somehow hacked his credit card informationWe would have no way of obtaining his credit card information without him supplying it Our information was updated with his card information including the csv number indicating that he supplied the information The customer claims that one of the reps stated that the overage charges were set by VerizonThat would have been either a misstatement by the customer service rep or more likely a misunderstanding by the customerVerizon supplies the usage data to us through our supplier and then we charge for overage based on the customers plan as agreed to by the customer at Coast To Coast ratesThe Verizon rate is not a factor in what we charge our customers This customer, as was demonstrated in prior communication, was enrolled in aS gigabyte plan for $per monthThe customer exceeded the gigabyte limit and was appropriately charged at the $ per megabyte rate as per agreementThere is no basis for any reimbursement as the customer was charged correctly for his usage

It's interesting to me to see the documents that Coast to Coast attached to this complaint, number one I never received anything from them showing overage charges, he also states that there was never a contract signed which is correct, which leads me to say how can you charge someone for extreme overage charges when the customer was never informed of overage's and never agreed to it by signing any documents
Also I went back and found an email from Coast Coast that I received on Sept 6th (see attachment) from one of there representatives stating that I needed to call and update my credit card information as my card on file with them expired 9/and if I didn't respond that my service would be shut offI never did contact them by either email or phone and was good with it being shut off as I had other means of surfing the internet, and somehow they were able to hack my credit card information and kept on billing meI don't know how they obtained my new credit card information but I will do more investigation with my bank and see if they know how they got it, and see if there is another course of action that I can take for them illegally obtaining my credit card information, and pursue it to the fullest extent of the law
I was also surprised to read there statement not denying that Verizon's overage charges were as I stated (per Gig) and that it was irrelevant, when I spoke with one of there reps on the phone when I got the high overage charges taken out of my account they told me that the overage charges were set by Verizon, interesting! Verizon's overage charges per Gig and what I was billed was approximately per Gig

Included with this letter Is a copy of a letter (Group Access) that was sent to customers when their
service was initiated. It outlines the service amount for 5GB service and the overage charge of $0.20 per MB.
Also included is an order form that indicates the service that the customer agreed to...

when initiating service
along with his billing information. There is no signed contract as tlic service is a prepaid service and if the
customer does not pay they are disconnected. Usage is a postpaid amount that is billed the following month.
Also included are copies of the customer’s invoices dated 1/~/2014 and 2/1/2014 accompanied by a
listing of the data usage (per Verizon through our distributor) for the periods covered by the invoices.
The customer states that he had his device turned off on 1/31/14 and it was turned off at the end of
the day on 1/31/13. Some misunderstanding apparently comes from the fact that the $433.13 that was taken
in January 2014 was for his January service ($4S.99) and the overage charge and for his usage from 1.2/1/13
through 12/31/13. The second amount of $370.13 was billed in February for usage incurred in from 1/1/14
through 1/31/14, the date his phone was turned off- Note that there is no monthly service charge on the
February Invoice.
The customer correctly states that he had never gone over his usage prior to period of his complaint.
However, that is irrelevant to the period in question as he did go over during this period. The customer also
states that Verizon only charges $15 per GB for overage. This too is irrelevant in relation to service from
Coast To Coast Cellular per the terms at the initiation of service.
The customer was properly charged for the data used by his device and therefore is not entitled to
any reimbursement.
Be aware that with data devices sometimes the user discovers after they have had their device for a
time that they can stream Wand movies. Often they are unaware that they are using large amounts of data
that will cause them to go over their limit and they suddenly have huge increases in their invoice. Also, some
have been confused over kilobytes, megabytes, and gigabytes. This is not the first time we have had this
situation occur.
Hopefully this sheds some light on this situation, If you need something else you may contact us and
we will try to help you.

The customer claims that he never received anything showing overage charges. Please note on the
included invoices that on pages labeled A4 and B4 there is a section labeled ‘Usage and Additional Charges’,
The total usage is shown as the kilobytes used. Since the plan that the customer was on was aS gigabyte plan
he was charged at the agreed to rate for any usage over 5 gigabytes as indicated by the data charges line on
the invoice.
The customer makes the completely unfounded claim that our company somehow hacked his credit
card information. We would have no way of obtaining his credit card information without him supplying it.
Our information was updated with his card information including the csv number indicating that he supplied
the information.
The customer claims that one of the reps stated that the overage charges were set by Verizon. That
would have been either a misstatement by the customer service rep or more likely a misunderstanding by the
customer. Verizon supplies the usage data to us through our supplier and then we charge for overage based
on the customers plan as agreed to by the customer at Coast To Coast rates. The Verizon rate is not a factor
in what we charge our customers.
This customer, as was demonstrated in prior communication, was enrolled in aS gigabyte plan for
$49.99 per month. The customer exceeded the 5 gigabyte limit and was appropriately charged at the $0.20
per megabyte rate as per agreement. There is no basis for any reimbursement as the customer was charged
correctly for his usage.

Review: Been a customer with Coast 2 coast cellular for about 4 years and everything was good until last month when I checked my bank account (was auto pay) and found that they took 433.13 out of my account when they should have only taken 50.00 which is my normal monthly service for 5 gigs of internet usage per month. I contacted them and they told me that I went over my allowed 5 gigs and used an additional 2 gigs and that is what the extra was for, I explained to her that I had never gone over my usage in the entire time that I had been with them and that I did not use the internet any more or less that what I normally do and that charging me 383.13 for using an additional 2 gigs (if I actually did) was extremely harsh. I checked with Verizon and they only charge 15.00 per gig if you go over your allowed usage. The person that I spoke to said they could not do anything for me, so I told her to turn it off and lets end it and she said ok. I asked her if there would be any more charges and she said no (I had it turned off on 1/31/14). This morning 2/14/14 I checked my bank account and found that they took another 370.13 out of my account on 2/11/14 after she told me there would be no more due as it was being shut off on the 31st of January.Desired Settlement: I strongly believe that I am due reimbursement of 383.13 for what they took out on 1/13/14, and 370.13 for what they took out of me on 2/11/14 after I had it turned off on 1/31/14 and was told no more would be due, and 24.00 for overdraft fees to my bank account for a grand total of 777.26. I believe there is something going on with either the device that I was using (as it was old) or it was something on there end as my internet usage has been no different over the years.

Business

Response:

Included with this letter Is a copy of a letter (Group Access) that was sent to customers when their

service was initiated. It outlines the service amount for 5GB service and the overage charge of $0.20 per MB.

Also included is an order form that indicates the service that the customer agreed to when initiating service

along with his billing information. There is no signed contract as tlic service is a prepaid service and if the

customer does not pay they are disconnected. Usage is a postpaid amount that is billed the following month.

Also included are copies of the customer’s invoices dated 1/~/2014 and 2/1/2014 accompanied by a

listing of the data usage (per Verizon through our distributor) for the periods covered by the invoices.

The customer states that he had his device turned off on 1/31/14 and it was turned off at the end of

the day on 1/31/13. Some misunderstanding apparently comes from the fact that the $433.13 that was taken

in January 2014 was for his January service ($4S.99) and the overage charge and for his usage from 1.2/1/13

through 12/31/13. The second amount of $370.13 was billed in February for usage incurred in from 1/1/14

through 1/31/14, the date his phone was turned off- Note that there is no monthly service charge on the

February Invoice.

The customer correctly states that he had never gone over his usage prior to period of his complaint.

However, that is irrelevant to the period in question as he did go over during this period. The customer also

states that Verizon only charges $15 per GB for overage. This too is irrelevant in relation to service from

Coast To Coast Cellular per the terms at the initiation of service.

The customer was properly charged for the data used by his device and therefore is not entitled to

any reimbursement.

Be aware that with data devices sometimes the user discovers after they have had their device for a

time that they can stream Wand movies. Often they are unaware that they are using large amounts of data

that will cause them to go over their limit and they suddenly have huge increases in their invoice. Also, some

have been confused over kilobytes, megabytes, and gigabytes. This is not the first time we have had this

situation occur.

Hopefully this sheds some light on this situation, If you need something else you may contact us and

we will try to help you.

Consumer

Response:

It's interesting to me to see the documents that Coast to Coast attached to this complaint, number one I never received anything from them showing overage charges, he also states that there was never a contract signed which is correct, which leads me to say how can you charge someone for extreme overage charges when the customer was never informed of overage's and never agreed to it by signing any documents.

Also I went back and found an email from Coast 2 Coast that I received on Sept 6th 2012 (see attachment) from one of there representatives stating that I needed to call and update my credit card information as my card on file with them expired 9/12 and if I didn't respond that my service would be shut off. I never did contact them by either email or phone and was good with it being shut off as I had other means of surfing the internet, and somehow they were able to hack my credit card information and kept on billing me. I don't know how they obtained my new credit card information but I will do more investigation with my bank and see if they know how they got it, and see if there is another course of action that I can take for them illegally obtaining my credit card information, and pursue it to the fullest extent of the law.

I was also surprised to read there statement not denying that Verizon's overage charges were as I stated (15.00 per Gig) and that it was irrelevant, when I spoke with one of there reps on the phone when I got the high overage charges taken out of my account they told me that the overage charges were set by Verizon, interesting! Verizon's overage charges 15.00 per Gig and what I was billed was approximately 200.00 per Gig.

Business

Response:

The customer claims that he never received anything showing overage charges. Please note on the

included invoices that on pages labeled A4 and B4 there is a section labeled ‘Usage and Additional Charges’,

The total usage is shown as the kilobytes used. Since the plan that the customer was on was aS gigabyte plan

he was charged at the agreed to rate for any usage over 5 gigabytes as indicated by the data charges line on

the invoice.

The customer makes the completely unfounded claim that our company somehow hacked his credit

card information. We would have no way of obtaining his credit card information without him supplying it.

Our information was updated with his card information including the csv number indicating that he supplied

the information.

The customer claims that one of the reps stated that the overage charges were set by Verizon. That

would have been either a misstatement by the customer service rep or more likely a misunderstanding by the

customer. Verizon supplies the usage data to us through our supplier and then we charge for overage based

on the customers plan as agreed to by the customer at Coast To Coast rates. The Verizon rate is not a factor

in what we charge our customers.

This customer, as was demonstrated in prior communication, was enrolled in aS gigabyte plan for

$49.99 per month. The customer exceeded the 5 gigabyte limit and was appropriately charged at the $0.20

per megabyte rate as per agreement. There is no basis for any reimbursement as the customer was charged

correctly for his usage.