We spoke with the customer and they requested a $credit for the period of time when the promotion had expired and they were billed We issued the credit and it will appear on the September bill
Customer called in [redacted] due to her credit exp. [redacted] * spoke to her and gave her a credit for $15.00 for 1 year and 1 [redacted] for free. She’s in our first bill cycle which means all credits/changes were posted to her August bill. She was charge $233.07 because: Account... credit $38.00 which exp [redacted] Internet credit $17.00 VIP which exp [redacted] Her new monthly bill comes out to $116.07 new rate. Please let me know if the new rates are not reflected on your August statement and I will have someone look at the bill again. Sincerely, [redacted] VP of Sales and Marketing
First of all, I apologize in not responding to this message in a timely fashion I'm not sure if I missed the email or if it went to my spam as I try to reply to all emails within hours In terms of our customer service issues, we are well aware of the troubles we have had in the past [redacted] is no longer with the company and we have brought in a new director of customer service We have also recently put in a new phone system that will allow customers to press and receive a returned call in the order they called in order to reduce frustration due to hold times We are in the process of hiring 10-new reps in order to make sure we can answer the phones in a timely fashion You can always feel free to email me directly if you are having any issues at [redacted] Please let me know if you are still having problems and I will get them resolved ASAP Sincerely, [redacted] VP of Sales and Marketing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I don't agree with the explanation from EnTouchThey sent me a letter in the mail stating that my promotions were going to expire in daysI called within those days and had the analyst make the changes effective immediately to reduce my billSo there is no way those promotions ended prior to my callAlso, Entouch charges prior to the service month so if my changes were put in immediately, then my bill should have been $116, not $It is also unfair and fraudulent to overcharge me by $and then offer a $15/month credit thus forcing me to keep their service for several months in order to recoup the extra money they charged me upfrontIt is no different than going to Walmart to buy $worth of stuff and they charge your credit card $instead and then tell you they will give you a $gift card a month for a yearThey should refund you the $immediately and Entouch should do the same with me
Regards,
*** ***
My understanding is that all of the speeds are working correctly at this point. I know several technicians had to come out and I apologize for the inconvenience. After we cleaned one of the fiber connectors and reconfigured the wiring in the house on 8-26, I believe everything was
working satisfactorily, but if not, please do not hesitate to contact me at ***
Sincerely,
*** ***
VP of Sales and Marketing
enTouch Systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I just received my bill from Entouch and they charged me $for SeptemberThe bill should have been approx $- $credit which should be $Why are they trying to steal money from me? I would like to start pursuing a legal case here because obviously Entouch has no regard or respect for Revdex.com or its customers
Regards,
Mr. *** *
My understanding is that *** was able to reach you yesterday and send a hit to your box in order to refresh your cable services and that things are working correctly now. I believe she also gave you her direct number so you won't have to hold should any service
issues arise in the future
Please let me know if there are any outstanding issues, and I will make sure to get them resolved immediately
Sincerely,
*** ***
VP of Sales and Marketing
enTouch Systems
I have spoken with our Billing Manager and watched her apply the credits to the account so they should be reflected on your account. If you have any issues, her name is [redacted] and she can be reached at ###-###-####. If she is not available, the billing supervisor is [redacted].
First of all, I apologize in not responding to this message in a timely fashion. I'm not sure if I missed the email or if it went to my spam as I try to reply to all emails within 24 hours.
In terms of our customer service issues, we are well aware of the troubles we have had in the...
past. [redacted] is no longer with the company and we have brought in a new director of customer service. We have also recently put in a new phone system that will allow customers to press 1 and receive a returned call in the order they called in order to reduce frustration due to hold times. We are in the process of hiring 10-12 new reps in order to make sure we can answer the phones in a timely fashion.
You can always feel free to email me directly if you are having any issues at [redacted]
Please let me know if you are still having problems and I will get them resolved ASAP.
Sincerely,
[redacted]
VP of Sales and Marketing
We spoke with the customer and they requested a $71 credit for the period of time when the promotion had expired and they were billed. We issued the credit and it will appear on the September bill.
After researching the issue, the customer's Internet service was shut down for abuse. We received reports that the computer was port scanning which is often an indicator of a virus or a malicious attack on the user's computer. We have to turn the service off in these instances because if...
we don't, other users will be affected.
We will credit the customer back for the period of time when we had to turn the service off.
We removed your account from collections on 10-14, reversed the charges and sent a note to the agency to make sure your credit report would not be impacted
Received call from Entouch representative who stated the check was returned to them. So even though I gave them the correct address over the phone, they were given the correct...
address in this complaint, and they were given the correct address when we moved they can not give us our refund to us in a timely manner, but they can get us our bills. We have not used Entouch in 5 months now this is not excusable and I feel we should be compensated in some form or fashion.Sincerely,[redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Customer called in [redacted] due to her credit exp. [redacted] spoke to her and gave
her a credit for $15.00 for 1 year and 1 [redacted] for free. She’s in our first bill cycle which means all credits/changes were posted to her August bill.
She was charge $233.07 because:
Account...
credit $38.00 which exp [redacted]
Internet credit $17.00 VIP which exp [redacted]
Her new monthly bill comes out to $116.07 new rate.
Please let me know if the new rates are not reflected on your August statement and I will have someone look at the bill again.
Sincerely,
[redacted]
VP of Sales and Marketing
I verified with our CFO that your check would go out this week Please let us know if you do not receive it
We spoke with the customer and they requested a $credit for the period of time when the promotion had expired and they were billed We issued the credit and it will appear on the September bill
Customer called in [redacted] due to her credit exp. [redacted] * spoke to her and gave her a credit for $15.00 for 1 year and 1 [redacted] for free. She’s in our first bill cycle which means all credits/changes were posted to her August bill. She was charge $233.07 because: Account... credit $38.00 which exp [redacted] Internet credit $17.00 VIP which exp [redacted] Her new monthly bill comes out to $116.07 new rate. Please let me know if the new rates are not reflected on your August statement and I will have someone look at the bill again. Sincerely, [redacted] VP of Sales and Marketing
First of all, I apologize in not responding to this message in a timely fashion I'm not sure if I missed the email or if it went to my spam as I try to reply to all emails within hours In terms of our customer service issues, we are well aware of the troubles we have had in the past [redacted] is no longer with the company and we have brought in a new director of customer service We have also recently put in a new phone system that will allow customers to press and receive a returned call in the order they called in order to reduce frustration due to hold times We are in the process of hiring 10-new reps in order to make sure we can answer the phones in a timely fashion You can always feel free to email me directly if you are having any issues at [redacted] Please let me know if you are still having problems and I will get them resolved ASAP Sincerely, [redacted] VP of Sales and Marketing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I don't agree with the explanation from EnTouchThey sent me a letter in the mail stating that my promotions were going to expire in daysI called within those days and had the analyst make the changes effective immediately to reduce my billSo there is no way those promotions ended prior to my callAlso, Entouch charges prior to the service month so if my changes were put in immediately, then my bill should have been $116, not $It is also unfair and fraudulent to overcharge me by $and then offer a $15/month credit thus forcing me to keep their service for several months in order to recoup the extra money they charged me upfrontIt is no different than going to Walmart to buy $worth of stuff and they charge your credit card $instead and then tell you they will give you a $gift card a month for a yearThey should refund you the $immediately and Entouch should do the same with me
Regards,
*** ***
My understanding is that all of the speeds are working correctly at this point. I know several technicians had to come out and I apologize for the inconvenience. After we cleaned one of the fiber connectors and reconfigured the wiring in the house on 8-26, I believe everything was
working satisfactorily, but if not, please do not hesitate to contact me at ***
Sincerely,
*** ***
VP of Sales and Marketing
enTouch Systems
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I just received my bill from Entouch and they charged me $for SeptemberThe bill should have been approx $- $credit which should be $Why are they trying to steal money from me? I would like to start pursuing a legal case here because obviously Entouch has no regard or respect for Revdex.com or its customers
Regards,
Mr. *** *
My understanding is that *** was able to reach you yesterday and send a hit to your box in order to refresh your cable services and that things are working correctly now. I believe she also gave you her direct number so you won't have to hold should any service
issues arise in the future
Please let me know if there are any outstanding issues, and I will make sure to get them resolved immediately
Sincerely,
*** ***
VP of Sales and Marketing
enTouch Systems
The refund check was sent out last week. Did you receive it?
I verified with our CFO that your check would go out this week. Please let us know if you do not receive it.
I have spoken with our Billing Manager and watched her apply the credits to the account so they should be reflected on your account. If you have any issues, her name is [redacted] and she can be reached at ###-###-####. If she is not available, the billing supervisor is [redacted].
First of all, I apologize in not responding to this message in a timely fashion. I'm not sure if I missed the email or if it went to my spam as I try to reply to all emails within 24 hours.
In terms of our customer service issues, we are well aware of the troubles we have had in the...
past. [redacted] is no longer with the company and we have brought in a new director of customer service. We have also recently put in a new phone system that will allow customers to press 1 and receive a returned call in the order they called in order to reduce frustration due to hold times. We are in the process of hiring 10-12 new reps in order to make sure we can answer the phones in a timely fashion.
You can always feel free to email me directly if you are having any issues at [redacted]
Please let me know if you are still having problems and I will get them resolved ASAP.
Sincerely,
[redacted]
VP of Sales and Marketing
We spoke with the customer and they requested a $71 credit for the period of time when the promotion had expired and they were billed. We issued the credit and it will appear on the September bill.
After researching the issue, the customer's Internet service was shut down for abuse. We received reports that the computer was port scanning which is often an indicator of a virus or a malicious attack on the user's computer. We have to turn the service off in these instances because if...
we don't, other users will be affected.
We will credit the customer back for the period of time when we had to turn the service off.
We removed your account from collections on 10-14, reversed the charges and sent a note to the agency to make sure your credit report would not be impacted
Received call from Entouch representative who stated the check was returned to them. So even though I gave them the correct address over the phone, they were given the correct...
address in this complaint, and they were given the correct address when we moved they can not give us our refund to us in a timely manner, but they can get us our bills. We have not used Entouch in 5 months now this is not excusable and I feel we should be compensated in some form or fashion.Sincerely,[redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Customer called in [redacted] due to her credit exp. [redacted] spoke to her and gave
her a credit for $15.00 for 1 year and 1 [redacted] for free. She’s in our first bill cycle which means all credits/changes were posted to her August bill.
She was charge $233.07 because:
Account...
credit $38.00 which exp [redacted]
Internet credit $17.00 VIP which exp [redacted]
Her new monthly bill comes out to $116.07 new rate.
Please let me know if the new rates are not reflected on your August statement and I will have someone look at the bill again.
Sincerely,
[redacted]
VP of Sales and Marketing