Diamond Wireless, LLC

Hello and thank you for reaching out to us via Revdex.com to address your complaint. Because you stated Verizon Wireless fraud department has acknowledged that the line(s) of service that were started at our Diamond Wireless location were fraudulent we will need a provided confirmation...

from them stating that you are not responsible for any charges. They send you a physical letter or email with each acknowledgment, which is what I will need a copy of. If you would like to forward that confirmation to me at Rachael.M[redacted]@awireless.com, we will coincide with Verizon and the associated fees will be removed. At that point, I will also send a confirmation to you for your records stating they have been cleared. If you have further questions, or need more information, you may also reach out to us at 844-276-5030 between the hours of 9am-5pm MST, Monday-Friday. Kind Regards, Rachael M[redacted]

To whom it may concern,
Thank you so much for taking the...

time to bring your concerns to our
attention. Looking over the customer account, I do show
the customer went to VA Mechanicsville (BJS) on July-03-2015. Looks like they
took in their owned device, meaning it was on a month to month, which there is
no agreement. This collection fee is invalid. I have already contact Aldous
& Associates to have you removed from their data base. It does take 3 to 7 business
days for them to remove this collections fee.  If you have any questions please reach
out to Stephanie B[redacted] or Rachael M[redacted] at ###-###-#### during
our business hours which are Monday - Friday 9:30am -
5:30pm MST. Thank you so much for your time

No one from the company has reached out to me, I originally spoke to Stephanie and she was rude and useless didn't explain anything just that I owed the money. They are crooks.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Hello,My name is [redacted] and I am the Supervisor for Diamond Wireless Collection department.  Diamond Wireless is a premium retail store for Verizon Wireless, so we do provide customers with Verizon service and products.  When a purchase is made at a Diamond location there is a contract...

with Diamond Wireless and Verizon Wireless and they are two separate contracts.  The contract with Verizon is a 2 year agreement to keep the service active and the agreement with Diamond is to keep the service active for 185 days.  A copy of both contracts would have been provided to you at the time of purchase for your review.  Our agreement does state that customers who have an interruption or termination of their service agreement with Verizon Wireless before 185 days agree to pay Diamond Wireless $400 cancellation fee per line, and further agree to return all wireless devices in new, working condition. The $400 fee will be in place but we will allow you to keep the device so that does not have to be returned back to us.  For the insurance that was being deducted out of your account for the amount of $9.99 I do show that was canceled out on May 27, 2015 and that charge will no longer be taken out of your account.If you have any additional questions I can be reached at ###-###-#### Thank you[redacted]

To
whom it may concern,
Thank
you so much for taking the time to bring your concerns to our
attention. Our separate agreement confirms that any devices/services
that are upgraded/activated with Verizon Wireless and purchased at
any Diamond Wireless location would need to remain active...

without any
interruption/termination of service for 185 days. Default of this
agreement will result in a $200/$400 fee which is separate from any
fees that Verizon Wireless may impose. I would like to assist this
customer by offering a 10% discount off of the fee having the fee
brought down to $360.00
If
the customer would like to accept this offer, they may reach out to
Diamond Wireless Dispute Resolutions department at ###-###-####. Our
hours of operation are 9am-6pm MST, Monday-Friday.

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]

All Concerned, [redacted] and I spoke about her case this morning, and we have issued a refund for the $9.99 insurance premium that was deducted in error. In addition, I have done what is necessary to ensure that our customer does not receive any future charges stemming from their mobile device...

protection for MDN ####-###-####. Moving forward, I will be in constant communication with my direct leadership to establish a plan of action in order to assess the magnitude of the issue presented to us in [redacted]'s complaint. I am confident that our customer is happy with our resolution, and that no further action is needed to be taken at this time. Please feel free to reach out to me directly if any additional information is needed or if you have any further questions. Respectfully, CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com

All Concerned, We have attempted to contact [redacted] on his daytime phone number to resolve this complaint with him directly. At this time, we are awaiting a call back from [redacted] in order to obtain additional information regarding his policy. Ultimately, we would like see what can be done to rectify this...

situation and offer a positive resolution for our customer. In the interim, please feel free to reach out to me directly if further questions arise or if any additional information is needed. Respectfully,

Upon receiving this complaint,  I found the customer's purchase history and was able to find a sale done on January 16th, [redacted] pm at our [redacted] location. There was one "incipio Edge Chrome- iphone 6 case" purchased for $[redacted] + $3.36 in Washington state sales tax. Diamond Wireless will...

accept product returns/exchanges within 14 days of purchase. Product must be in new condition and include un- altered packaging If the product has or had any defective/ manufacture issues, you can contact the manufacturer for product warranty at ###-###-#### Or visit [redacted]. . If you have any further question regarding this information, you may contact me at: ###-###-####, ext 4336. Respectfully, Jaden J[redacted]Customer Service Supervisor

To whom it may concern,Thank you so much for taking the time to bring your concerns to our attention. Our separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain active without any interruption/termination of service for 185 days. Default of this agreement will result in a $200/$400 fee which is separate from any fees that Verizon Wireless may impose. I would like to assist this customer by offering a 10% discount off of the fee and issue a refund in the amount of $[redacted].If the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at ###-###-####. Our hours of operation are 9am-6pm MST, Monday-Friday. Thank you,

To Our Valued Customer, First and foremost, we would like to apologize for the unnecessary inconvenience that has been created on our behalf. I attempted to contact you today by utilizing the daytime phone number provide in your complaint, but unfortunately you were not available at the time, and I...

was unable to leave a voice mail. I was, however, able to locate two insurance policies that were confirmed to be cancelled with an effective date of 1/20/2016. In order for me to fully satisfy your request to no longer receive our billing notifications that pertain to your service, I would need to speak with you directly to verify your Verizon Wireless credentials and ensure all associated policies have been cancelled. Please feel free to reach out to me directly or respond to this email with a time that works best for you, and I will arrange for the two of us to address your concerns.  Respectfully, -- CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com

The store location does state that we are a premium retail store for Verizon.  The reason we have a Verizon logo on our store is for customers to know that is the type of service that will be provided.  If you are saying that she was not an authorized user under your account we would need you to contact Verizon so that they can confirm with us that she did not have authorization to make changes under your account.  If she was authorized to make changes under the account this fee will be in place because you are the main account holder.Verizon can contact me at [redacted] to confirm if she was an authorized user or not on the account.Thank youMichael E[redacted]

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attention. I have attached a copy of your agreement for you to review. If you have any questions please contact our Diamond Wireless Dispute Resolutions department at 844-276-5030. Our hours of operation are 9am-6pm MST, Monday-Friday  Thank you,

To Whom It May Concern,We have reached out to our customer on their daytime phone number to resolve this matter with them directly. At this time, we are awaiting a call back from our customer to further discuss their case and offer a resolution. In the interim, please let me know if I can be of any...

further assistance. Respectfully, CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. However, the letter I received from this organization threatens collection agency action or other activities if we do not come to some agreement. So, what choice to I have? We were never made aware by this organization that there would be a separate termination fee charged to us if we cancelled the Verizon service within the first six months (or 185 days as their response suggests). Had we known this, there is no way we would have done business with this organization. We will tell all our friends to never do business with an "authorized reseller" for Verizon due to this experience. We may even pursue other legal actions after reviewing this matter with our legal adviser. In the end, for now, I will pay their reduced amount of $360 and mail a check to them in the next day or two.
Sincerely,
[redacted] P.S. I did not receive the copy of the Agreement to which they make reference in their response. If there is a way you can forward this to me, it would be appreciated.

Complaint: [redacted]I am rejecting this response because:
The agreed upon terms in my conversation with Stephanie were $200.00, as indicated, however also included not returning the device (iPhone 5C). Please include this detail in the company response. Thank you. 
Sincerely,[redacted]

All Concerned, [redacted] and I have been in contact regularly since this complaint was submitted, and I am in the process of working towards a resolution that makes sense for our customer. Due to the expected time frame associated with my due diligence period, I am responding to this complaint to inform...

all parties involved that this case is being addressed. Although we have yet to finalize a resolution at this time, I am confident that we will have a resolution established no later than Monday, March 14th, 2016. As we work towards a proposed resolution, please feel free to reach out to me directly if any additional information is needed. Respectfully, CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com

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,
Thank you so much for taking the time to bring your concerns to
our attention. Our separate agreement confirms that any devices/services that
are upgraded/activated with...

Verizon Wireless and purchased at any Diamond
Wireless location would need to remain active without any
interruption/termination of service for 185 days. Default of this agreement
will result in a $200/$400 fee which is separate from any fees that Verizon
Wireless may impose. I have contacted the customer in regards to this fee. I
offered her a 25% discount to bring the fee down to $150.00.
If the
customer would like to accept this offer, they may reach out to Diamond
Wireless Dispute Resolutions department at ###-###-####. Our hours of operation
are 9am-6pm MST, Monday-Friday.

Complaint: [redacted]
I am rejecting this response because: I am not paying any fee so no reason for me to discuss options. The only option is I am not paying any fee. I was never informed by the salesperson at the kiosk about any of these impractical cancellations. Maybe you shouldn't have a Verizon sign on your kiosk if your a separate company. Never heard such a insane cancellation policy in my life. For a basic flip phone I am to pay $400 when cancelling my 3 lines from Verizon cost only $100 more makes no sense. Your resolution is unacceptable to me, you can do what you need and I will be contacting my lawyer. Just an FYI I went back to the same kiosk recorded the same salesperson asking him about "cancellation" he informed me on video that there was no cancellation fee you would just have to pay Verizon. I will be awaiting your 3rd party credit letter as I will then be suing your company. Have a good day. 
Sincerely,
[redacted]