Consolidated Communications

Initial Business Response /* (1000, 7, 2016/03/01) */
Upon reviewing disconnected account 1/14/16 Mrs [redacted] was quoted Monthly Recurring BEFORE TAXES $72.45. There were price increases that occured in January RSF $5.30 and BB maintenance Fee $1.15. We did a courtesy adjustment of $6.45 for...

January billing on 2/16/16. We have attempted to explain the monthly recurring before taxes. Her final bill is
$167.20 which includes Prorated early termination fee of $137.50 and prorated services for January.
Upon receipt of the complaint, we contacted the customer to try and explain and she remains unsatisfied and refuses to pay the early termination fee.

Initial Business Response /* (1000, 7, 2015/12/03) */
5/11/15) Per notes on the account, Mrs. [redacted] was in the office on 5/11/15 at around 10:20 AM to swap her router. She was assisted by Viviana.
(5/11/15) On the same day around 10:34 AM, a different agent assisted "[redacted]". Here are the...

notes the comm center agent made on 5/11/15. It shows that [redacted] was in the office on 5/11/15 and was quoted pricing for 6M internet with a 2 year term. Now, just because the rep noted that she quoted him the 2 year contract and the ETF doesn't mean that she actually did, although I would like to believe she did since they quote them all day long.
In addition, their June 2015 bill had a 'disclaimer' stating that they were receiving discounted pricing for the internet in exchange for their commitment to the term agreement for these services. Further down on the disclaimer, we also printed the $25 credit titled "Promo 2 Year DSL Q2 2011". This should give the customer the opportunity to contact us if they have any questions regarding the services they are billed for. (8/21/15) Around 12:36 PM, [redacted] called and spoke with agent-[redacted]. I reviewed the call between the customer and [redacted]. During this call, he explained to [redacted] that he thought he had 50M service. She explained to him that he couldn't get 50M and that we don't offer 15M. She explained to him that 20M would be the highest he could possibly get. She quoted him the pricing for 20M with a contract and explained that because we would have to bond his service, we would be looking at scheduling his upgrade roughly 2 weeks from that date. He stated that if we couldn't do it within that hour, then to leave his account as is. She further explained that he upgraded to 6M on 5/11/15 and was under a 2 year contract and quoted him the penalties in the event he cancelled because he stated he was going to look into switching to another provider. So up to this point, I have found no call where anyone quoted him 15M or 50M (you will see on the note below why I state that I find nothing of someone quoting him 15M or 50M).
(8/21/15) Around 1:46 PM, [redacted] called back and spoke with agent-[redacted] told [redacted] that he was told he had 6M, but that when he went into office, he was told from now on, they were getting 15M. But that the last person he spoke with over the phone told him that 15M would be more likely as to what he would get ([redacted] is the last person he spoke with and she explained that 20M was most likely the highest he could get, not 15M or 50M). Towards the end of the call with agent-[redacted] told him that he's frustrated because service doesn't work and that a a lady he spoke with told him it would be 2 weeks before we could even get out to his house to look at his wiring. [redacted] asked him where he got this information about 2 weeks and the customer told him that a lady he had spoken with earlier told him it would take about 2 weeks to look at the wiring to get 20M to work. [redacted] explained to him that this was a different scenario then from what they've been speaking about. He explained that if he had been asking about upgrading to 20M, then yes, it does require additional wiring that would take time. [redacted] explained that to fix the service for the 6M they had been speaking about would go through Tech Support and would not take 2 weeks.
[redacted] CS Mgr,I have reviewed the TNI Online Complaint form and these are the only records I show of them calling TNI to report trouble. Unfortunately, I'm unable to see anything justifying the approval to waive the ETF. So in this case, it seems like the agent the customer spoke with on 8/21/15 charged the lesser of the 2 fees (ETF vs back billing the credits) which I believe was a good move on his behalf. Especially because [redacted] said they would not have agreed to the term. So in that case, they would've been charged at full rate.
In the letter that the customer wrote, she states "At this time, they also maintained they could not fix our Internet for 2 1/2 weeks or longer. We begged the customer service agent to simply fix the internet or assist us by getting their team to our home in less than 2 1/2 weeks". From the notes that I've placed above from 8/21/15, I believe this was in reference to a service order to upgrade to 20M that would require additional wiring and not that it would take that long to go out and assess the situation for the trouble issues.
CS Manager [redacted] doesn't see the justification in it. As of today, no adjustments are being made and fees are applicable

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: [redacted]/Team Lead
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@consolidated.com
This customer has been contacted and this issue has been resolved over the phone with a Team Lead. No equipment charges...

are being charged to this customer and the disconnect order has been processed. There was no router ever scanned in on his account.

A FairPoint representative has attempted to reach the customer to discuss her concerns. A technician was dispatched to make a repair.

This same customer had requested an Escalation callback from a supervisor 12/12/16 and [redacted], Contact Center Supv, responded. She was able to pull the call the customer had with CSR [redacted]. After review of [redacted]’s call, as well as the 2 previous calls when the customer was moving services...

to a new address and talked to CSR [redacted]. In speaking with [redacted], Ms. [redacted] let him know that she had reviewed all calls in question regarding his escalated complaint.Ms.[redacted] apologized for his perception of ‘rude and unprofessional’ treatment from CSR [redacted], however she let him know that she did not view the call as rude, condescending, or unprofessional. Ms [redacted] agreed that [redacted] did struggle at times finding the information he was asking for. She let him know that she would have [redacted] listen to call and use it as a coaching opportunity for her. Ms.[redacted] also explained to [redacted] that she had reviewed the 2 calls regarding the moving of his services to a new address as well, when he had spoken with CSR [redacted] and these were her findings: On 8/4 [redacted] called into Customer Care and spoke with [redacted]. [redacted] stated that he had recently moved and needed his services installed at his new address on [redacted]. [redacted] asked the customer if he wanted to keep all the services the same or change anything. [redacted] replied that he wanted to keep all services the same. [redacted] set up an install for his new address.On 8/8 [redacted] called the customer back and explained to [redacted] that his new address was a fiber home and his old home that we were moving services from was copper. [redacted] explained that currently the customer was getting a 3/1 mb internet speed but that was not available at his new Fiber home. [redacted] offered him 18 mb internet and explained he could keep the pricing the same if the customer agreed to start a new 1 year contract over. [redacted] agreed. [redacted] explained that the start of services at his new address would restart his 1 year contract and went on to explain the Terms and Conditions of the contract including any ETF’s should the customer cancel within the 12 month contract. [redacted] never asked what the pricing would be without a contract or what other options were available. He was agreeable to what [redacted] was offering to him.In talking to [redacted], Ms. [redacted] explained that he did agree to a new 1 year contract starting over with the move of services to his address. [redacted] stated to her that he did not understand that he had an option to not agree.She explained that in order to continue to receive discounted promotional rates, that those rates are tied to a contract and that she felt [redacted] was clear in explaining this to him. [redacted] stated he understood. Ms [redacted] apologized to him again for the Customer Service he felt was lacking and insufficient, however after careful of ALL calls she felt that the CCI representatives were clear in communication in regards to his account, services, contract, and billing. [redacted] thanked her for calling him back and did not ask during their conversation for any type of credit on his account and she did not offer any type of compensation since she did not feel that any of his interactions with our Customer Service Representatives warranted it. The CCI representatives gave complete and accurate information on all calls.

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]

Initial Business Response /* (1000, 7, 2015/12/16) */
FairPoint received a port request from the customer's new provider. FairPoint took the required action and the account/number was "pending port" which meant we were waiting for Comcast to take the number to their network. No orders can be...

written on an account that has a pending port request associated with it.
The number was not taken as scheduled so the customer continued to receive service from FairPoint.
The port order was eventually cancelled by Comcast and the service was disconnected per the customer's request on 11/9/15.
As a courtesy, we credited the customer's internet service back to 9/2/15 as was promised. We also issued credit for the early termination fee assessed to the account. We did not issue credit toward the phone service as it was working and the line showed usage.

Consolidated Communications Customer Service personnel were able to access Mr. [redacted]’s account and stop the billing of $1 per month and credit the account of all charges.  At this time the account balance is at zero and Mr. [redacted] will not be billed in the future.

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]

12/20/16: [redacted], CS Team Lead, called the customer and apologized for the issues she was having.  We have approved for the customer to cancel service without any penalty. Mr. [redacted] documented her account and emailed her letting her know there is no penalty to cancel service. The...

fix for her issues should be implemented in the next few months.

We have determined the business is listed in the white pages, if the customer wants an ad in the yellow pages there is an additional charge for that.

Complaint: [redacted]
I am rejecting this response because:
I have never received any calls or messages on 02/09/2017 or 02/17/2017 from [redacted]. If so provide transcripts and call log of calls.
The credit applied is not sufficient for the poor technical service received. If time is taken to have the service fixed. It should have been fixed. We are still not receiving the services we are paying for. The internet speeds I have signed up for are below 10% of speeds signed up for. TV services are poor and freeze up.
The $50 credit they applied barley covers the $29. connection fee charged. Not that it covers a reimbursement for the poor service. Service reps claim a mailed notice is sent. Now if a company can't even call us I doubt a mailed notice is sent. I want a copy of notice mailed again to confirm.
I will be posting information I have as your response .pdf, my call logs, pictures/video of poor internet and TV service to review websites, yelp, twitter, and facebook to warn others or what they will be signing up for.
Sincerely,
[redacted]

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 $82.84.  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.

[redacted], Customer Care Supervisor, has left messages for Ms. [redacted] on 2/9/2017 and 2/17/2017 with her direct number to discuss her issues. Ms. [redacted] has not returned our calls, however Ms. [redacted] has issued a credit to the account for the $29.40 reconnect charge, and one of our Customer Service...

Leads credited the account $50 for the trouble with her services. We believe at this time this issue is resolved as we have not heard back from Ms. Hall.

Initial Business Response /* (1000, 24, 2015/07/16) */
The customer call was reviewed and customer was quoted monthly charges of $81.19 + taxes and surcharges. They were also informed prior to advising plus taxes that monthly charges "with fees" which meant boxes and upgrades was $81.19 with a 2...

year term and a 1 year term would be $86.19 + taxes. Mr. [redacted] was advised twice it was $81.19 plus taxes. the $34.33 he was charged the first month was for his settop boxes, bb maintenance fee, dsl line charge and taxes.
A CSR spoke with Ms. [redacted] on 7/15/15 to discuss the charges again and customer was not happy. They misunderstood for it to include taxes. CSR also discussed ETF if they were to cancel if they move.

Initial Business Response /* (1000, 17, 2016/01/18) */
History with the customer:
8/18/2015 Ticket: XXXX-XXXXXX Created ticket per letter received.
Notes: Cust is having interrupted service 17 times from 7/27/ thru 8/8/15. Tried calling customer to setup a dispatch time.
On 8/20/2015 the...

ticket was cancelled per customer.
9/22/2015 Ticket: XXXX-XXXXXX
Notes: Customer reporting no channel information on the bottom of screen on 75,52,118 - this was reported to Network Support for informational purposes.
10/27/15 No ticket issued - Customer states they notice No Title listed on channels 56, 60, 76, 83, 84, 105, 118, 119, and channel 97 is displaying the incorrect title.
11/23/2015 Ticket: XXXX-XXXXXX A Repair representative wrote this ticket based on a letter sent. Notes: Cust wrote a letter telling about channels with no titles on them. She directed her letter to the Revdex.com too. I tried calling [redacted] on her local phone #. No one answered so I left her a voice mail message stating that I was rebooting all 3 streams at her house. Title should pop in on all channels in approx. 20 min. She needs to call us if the titles are still missing so a different type of trouble ticket could be written to get a tech out to her. Left messages on 12/2 and 12/4. Cancelled ticket due to no response from customer.
This is the only customer stating an issue with channels not showing titles. We tried calling her on 12/23/2015 and did not get an answer.
1/13/16 Tried customer again; CSR was able to speak to customer. She said the services have improved but still having some issues with channels not showing the programming information. She would prefer no technician visit at this time due to health issues. We agreed when she felt up to it, she would call to have a technician come out and review their settings. Customer has been in and out of hospital and once she is feeling well, she will call in so we can send a tech out to troubleshoot further.

This customer asked to be contacted via email. [redacted], CS Team lead contacted the customer via email with the following message:Sorry about any misunderstanding with our terms and conditions and our promotions. We do not offer a fixed rate with any of our promotions. The only thing that...

is guaranteed to remain at the same rate for the term of your agreement is the discount that we add to your monthly bill each month for committing to a 1 year agreement. The discount that you will see on your bill monthly will be the $-110.04. Service fees are subject to change upon written notice to you. However I can offset the rate increase of the $2 for you for the next 6 months by applying $2 discount to your account. Contracts do not remove you from being subjected to rate changes that may happen in the future.

After reviewing Mr. [redacted]’s account, we are unable to locate any trouble tickets stating he was experiencing slow Internet speeds. We have two trouble tickets, one for disconnects that was resolved over the phone, and the other was for a service outage in the area. Mr. [redacted] spoke to a supervisor in...

customer care 1/19/2017, and he was told the equipment we installed was capable of 1Gbps speeds, therefore he could not be given credit. The customer has cancelled his service with us so we cannot run tests with him to confirm if he is getting the correct speeds.

We are currently working with [redacted] to resolve her email issues.

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@consolidated.com
8/31/15, Ms.[redacted] CS Team Lead, spoke with customer. First discussed the corporate number she was given was correct....

Normally a message is taken or she is connected to the first supervisor available for call. She had left 2 messages for Supervisor [redacted], 1)re: her service issues and 2)cancelling the need to call her back since she had spoken to a supervisor. Next issue was the fact that tech did not call to schedule an appointment. [redacted] explained that techs are not the ones to schedule appointments. She would need to speak to Repair to try setup a specific date and time. Some days techs are given tickets as their workloads allow so they then call at that time and let them know they are on their way. In regards to her computer settings, an outage or rebooting the router will not cause changes to personal computer settings.
Customer's service is working fine. [redacted] re-iterated multiple times until she understood that outage or rebooting or even tech visit to office outside had nothing to do with her computer settings. Customer was disappointed that we cannot remote access without a fee but understood.