Consolidated Communications

Initial Business Response / [redacted] (1000, 7, 2015/11/09) */ [redacted] CS Team Lead spoke with customer on 10/30/15: Ms [redacted] got in contact with Mr [redacted] and returned him to his previous package rateHis new rate is now $plus taxWe issued a $adjustment to correct his October statement that was instead of his usual $The customer is aware that the discount package comes with a year contract, that he'll have a partial prorated credit on his next statement making it slightly less than the $120.03, and that all of his bills that follow will be at $plus taxWe reviewed the terms and conditions and he agreed to the new contractCustomer is satisfied

Area Operations Manager [redacted] spoke to Mr [redacted] and was advised the family has already started service with *** The delay in providing service at the new address was caused by the distribution cable at the address was full and new cable needed to be installed When Consolidated was ready to install a new cable access to the neighbor’s yard was needed and the technicians were not able to gain access We apologize for the delay in providing service and hope at some point we can earn their trust back and have them back as a Consolidated customer

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 Only satisfactory and feel they still lack communication with customers but will accept at this time Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @consolidated.com 12/7/@ 10:45am, [redacted] , Lead Customer Care rep called the customer and left a message for the customer to call him back regarding this Revdex.com Complaint He reviewed the account and here is the history on it since 9/25/2015: 9/25/the customer called into Customer care to schedule their move order and was quoted $for their Internet services 10/9/the customer called into Customer Care to reschedule their move order but order error caused the original order to be deactivated and the CSR had to re-key a new move order but did not add the promotional rate of $ 10/19/is when the customer was installed at the new address with the incorrect MRC which caused the 11/17/invoice charging the customer $ Mr [redacted] requested a credit approval of $to make the customers 11/17/$instead of $ The customer's 12/21/bill shows a credit balance of -$at this time which should be processed as a refund check by 1/11/ The customer has not called back in to discuss

Consolidated Communications had a field technician visit Mr [redacted] 's home and determined the cause was faulty wiring which the technician replaced

Customer Service Supervisor [redacted] spoke with Ms [redacted] regarding the credit she was expecting Mr [redacted] was unable to find a reason to issue the credit but reviewed the call recording that the credit was promised He realized the initial representative did promise the credit so Mr [redacted] stood by what was promised her and applied a credit to the account of $ He advised Ms [redacted] who indicated she was not happy with our communications, and Mr [redacted] agreed it was unusual and should not have happened

Complaint: [redacted] I am rejecting this response because It had nothing to do with the speed or cost of monthly chargesMY CONCERN was the service I received when I had to call multiple times to get internet service back was ridiculous amount of times and getting incorrect info., being hung up on and to finally have a second tech support who was through enough to solve the problemMy other beef was why would any tech ask me for my number if we were disconnected and not call backThat was irritatingWhile assisting me with better prices and speed made me happy, it was not the reason I launched a complaintMakes me wonder now if my original complaint was really looked intoI again do appreciate the price adjustment and an increase on our speed, but the first tech that came out did not cover all his bases and assumed rather than check all causesPlus again with my frustrations of the phone and reaching someone was annoyingThank You Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2016/02/25) */
Customer Service Rep *** spoke to *** on 1/22/and had a ticket placed for tech visitHe also applied a month credit for DSL Service $
same dayTech went out on 1/24/and *** was not available when he called her and
she was to have called him back laterHe then went back out on 1/25/and worked with the NOC tested outside with no access to inside and no answer on contact numberThere has been no calls reporting that service is not working since the ticket closed on 1/25/
On 2/9/16, *** Team Lead, called *** and she stated that Internet service has been working*** advised that if she has problems to call us to connect to Technical SupportIssue Resolved

An update on the complaint Resolution still in progress. Mr***, SrAcct Exec, contacted *** on 6/17/to initiate a conference call to discuss the details of the billing issues, and determine steps to make necessary corrections. We were not able to get a call
scheduled with all necessary participants until Tuesday 6/28/16. We reviewed ***’s information to confirm that CCI’s billing was incorrect. *** ***, a Customer Service Specialist, and Mr*** have an action item to dig into the two PRI circuit IDs, and make sure that the corresponding DIDs (direct inward dial) numbers are correctly separated for the two federal agencies involved. Once this is verified, which is expected by early next week, Mr*** will follow up with *** ***. We will have a follow up call to review the specific billing adjustment that CCI will process to correct. The customer stated they want all corrections posted to the correct agencies prior to the end of the fiscal year, which is October. We stated that we anticipate everything to be done by no later than the August billing cycle Mr*** will contact *** *** late next week with an update, and to schedule a follow up conference call.Once the settlement/adjustments have been made, a final response will be submitted

*** ***, CS Team Lead, researched this account: He was installed on 2/22/16, no signs of issues per the order and tech notesHis service was suspended for not paying the bill on 4/14/His service was then disconnected on 5/5/for non-paymentCustomer’s balance is $for service
and late fees from 2/22/16-5/5/plus $for early termination fee and $for an unreturned router There were no notes that he ever called in to customer service, nor do we have any tickets from our technical support*** tried giving the customer a call and got his voicemail and left him message to call us back if he had any questions

A field technician was sent to Ms***’s home to resolve the issue on 4/23/17. The customer stated she believed she had a virus on her laptop and stated she was hacked through the CCI provided router. At her request, the technician replaced the router at Ms***’s home

The customer's service is working at this time and the customer was issued credit for the time the service was not working

Customer Care Supervisor *** *** contacted Mr*** and explained a glitch in the LifeLine system caused his mother’s account to be decertified. This was the reason another request was submitted. Ms*** advised Mr*** the company will issue a credit once the request is
approved and back date it. Ms*** also advised him she will make sure collections will not send a late notice to his mother. Mr*** was satisfied with this and stated he would submit the request that evening

Customer service contacted Mr*** and advised him what the fee he has been paying is for and that it is not an equipment rental fee. Customer was offered three months credit for the fee however he has already cancelled service with CCI

Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@consolidated.com
10/30/~2:45pm: *** ***, Customer Care Rep, spoke with customer and was able to resolve his billing issuesOne of his
$discounts had only been added for mos and had dropped offMr*** placed the order to add that discount back onto the account and issued a time credit of $for his 10/17/invoice
Mr*** did advise him that he will receive some prorated credits on his 11/17/invoice and it will bill him at $before taxes
Also advised him that his contract term expires Feb therefore he can call us by 2/1/to renew his rates
Customer was satisfied
The $rate that the customer mentioned is his Promotional Rate before all tax and service charges (Data service charge and Video service charge)
Issue resolved

4/18/@ 3:30pm, CS Rep ** *** tried contacting the customer and left a messageNo return callAnother attempt was made the morning of 4/26/ SInce the customer has not returned our calls, Ms*** reached out via email and did receive a response that is attached.History on the
account:9/12- Established service. recent trouble tickets2/10/16: We were going to troubleshoot with the customer, they weren't home, said they'd call back. 3/23/16: The customer purchased a new apple router, had service issues, we referred him to appleWhen he hooked up the previous router he was using with us his services worked fine. The next is also dated 3/23, the customer was reporting slow speeds, we refreshed his equipment, the customer said he'd call back if he continued to have issues. 4/2/16: slow speeds, we confirmed he had an issue, scheduled an appt. 4/6/16:The tech that went out confirmed he wasn't getting the proper speed but saw no issues with his ONT, signal, or wiring in the house.The last time is from the customer calling in after that appointment on April 6th about his speedsHis technician advised him that the field tech that had gone out to his home found nothing wrong with the signal or wiring and had suggested the customer might need a new computer, or that the customer should allow us to troubleshoot further by replacing the box on the side of his homeThe customer refused to allow us to swap out that box, said it wouldn't helpThe call dropped, our tech called back, customer refused to troubleshoot or allow him to run another speed test.No adjustments were givenHe was current on his paymentsHe disconnected as of April 6thWe allowed him to do so without charging any cancellation feeIf the customer had allowed us to troubleshoot we could've discussed credit options, but with him refusing all of our suggestions and the field tech not finding any issues at the home, that removes our ability to apply a credit for service issues, aside from waiving his cancellation fee. Unfortunately we were unable to satisfy this customerPlease see the attached correspondence with the customer

Initial Business Response /* (1000, 10, 2015/12/04) */
***Document Attached***
Account history:
Service started 12/11/
1st invoice 12/09/amount $
01/09/$
02/09/$
Paid $on March 6,
03/09/
$
04/09/$
credited $on 04/15/for internet service being slow
05/09/$
06/09/$
07/09/$
On July 9, after numerous attempts to contact customer, our collections group disconnected the account
On the 08/09/CCI credited back $for the July 9, for services that were not in use
*** *** called in on 05/19/spoke with care rep who advised her of the Early Termination Fee's because customer told us she was moving to a non serviceable address*** then said per a new California Law we cannot hold customers to contracts, at that time she was transferred to a lead
Per conversation with the lead she was still disputing the ETF's stating it violates state lawsLead advised her unaware of any laws, but contracts are drawn up in the accordance with applicable laws
In the months which *** had service there was only payment was made in the amount of $On 03/06/
The balance of $includes charges for actual service amount $that portion includes $late fee's
Per our research all charges are validShe is disputing the ETF of $which we are within our right to bill as she broke her contract to remain a customer for months

This issue was resolved 4/13/after Frontier Communications repaired a broken cable in their territory. Ms*** was contacted by a member of the Consolidated Customer Care team and a credit of $was worked out with Ms***

Complaint: ***
I am rejecting this response because:
The information provided is not complete. It is incorrect that they were not able to gain accessMy sister talked to the neighbor and had made arrangements for them to have access and they never bothered to come backOne of our complaints is all the lying by this business in their local officeI was told by *** ***, I would receive a call back and I never didThey might have cost my mom her life lineIt has been requested that it be reinstalled twiceProviding incorrect information is not gaining the trust back
Sincerely,
*** ***

A representative has been in contact with *** *** and explained all of her accounts and their status