To whom it may concern, I received a message from Mrs [redacted] on July 31, Mrs [redacted] stated she had a tree on her property fall, and it took down our equipment which provides her internet serviceMrs [redacted] antenna for her Exwire internet service is placed in a tree which is the only way we were able to provide her with internet service When a customer needs a tree climb they sign a waiver stating they understand that our climbers are third party, and the customer is responsible for any charges that may occur during the time they are a customer with ExwireExwire does not staff tree climbers, they are a third party company, and not always available to ExwireAt 3:29pm, on July 31, 2017, I returned Mrs [redacted] callI let her know I had a tree climber in the area that was ahead of schedule that dayI asked if she was home, and let her know I was happy to send him overMy climber arrived at Mrs [redacted] at 4:15pm on July 31, Upon arrival my climber told Mrs [redacted] that it was unsafe for him to climb because the fallen tree had not yet been cleaned up, he was unable to maneuver his way through the yard or safely do his job until the tree was cleared upMy climber called me while with Mrs [redacted] and let me know the situationHe then told Mrs [redacted] we would not be able to return for weeks to a month due to our office being closed from August 14th-August 23, 2017, and the climbers schedule is booked until the first week of SeptemberAt that time Mrs [redacted] was also told we would suspend the billing, as well as we would be calling when we were available to schedule an appointmentWe just returned back to the office on August 23, so I have not yet been able to schedule the climb for Mrs [redacted] , but will be calling the first part of next week Part of this situation is Mrs [redacted] concern with the billingOn August 2nd, Mrs [redacted] signed up for Exwire serviceShe filled out a contract choosing a package with 7GB monthly data allowance, at $per GB overMrs [redacted] has since chosen to upgrade her package twiceThe first time was on December 4, and the package she chose was Home Connect 4G $a month and 50GB of data allowance per month at a $per GB overage charge, and the second, and current package is Home Connect 4G plus $55.00, a month, and 100GB of data allowance per month at a $per GB overage chargeFrom July 9th-July 30th Mrs [redacted] used 325.54GB of dataAs stated above Mrs [redacted] package allows 100GB of data per month at $per GB over, totaling $for the July 10th - August 10th billing cycleMrs [redacted] also has a past due balance of $from the June 10th - July 10th Billing cycle equaling a grand total of $ We are happy to give Mrs[redacted] a one time courtesy credit for the overage chargesI will attach the tree climb agreement, the contract, as well as the email sent from Mrs [redacted] requesting the upgrade for her package that again states the monthly data allowance, along with the Exwire terms and conditionsTell us why here
We are dealing with three different issues in this complaintMr [redacted] wrote into Exwire on August 15th, stating he was overcharged, and wanted a refundThe package Mr [redacted] selected upon sign up was, Exwire Home Connect 4G plus, which included speeds up to 12mbps download, and 1.5mbps Upload and 100GB of data each month at $per GB over for $a monthIn the month of July Mr [redacted] used 410.52GB of data(The billing cycle ends on the 15th of each monthSo, this was from July 15th-August 15th) On August 15th at 8:41pm I replied to Mr [redacted] s emailI explained the overage charges, his options, as well as I included how to login to his portal to view his usage, and his contractI gave Mr [redacted] a one time courtesy credit in the amount of $635.94, which was issued August 15th at 8:56pmDepending on the bank, or credit card company, refunds can take up to days to be back into the customers accountOn August 27th at 3:07pm Mr [redacted] wrote in stating his service was downI replied to Mr [redacted] on August 27th at 4:13pmI explained the reason for loss of service, and what we would need to do to reconnect MrGerogeI let Mr [redacted] know we had an appointment available August 30th between 9:00am and 10:00amI also readdressed the concern with the charges, attached the contract, as well as my previous email I had sentIt was not until September 7th we received a return call from Mr [redacted] He called into our support center asking for an update on service restoralI attempted to phone Mr [redacted] several times that afternoon and the days following, only to receive a busy signal followed by a disconnectAfter several attempts from myself, and the support center, we were able to reach Mr [redacted] We explained we would be able to reconnect his services, but we would need to place the equipment in a tree to provide us a clear line of sightMr [redacted] confirmed he had a tree we could climb, and let us know either himself or his mother would be on site to provide the technician, and tree climber access to the homeThe climb was scheduled September 8th between 9:00am and 10:00amThe technician and climber arrived, and determined, in fact, there was not a tree available for us to climb, and unfortunately we would no longer be able to proved Mr [redacted] serviceThe technician called Mr [redacted] from his home, and spoke with him to explain the situationBefore the technician left the home, he asked the manager to call Mr [redacted] and explain in detail the steps to followIt was at that time Mr [redacted] was told the account would be cancelled, and he would be provided a refund of any monies owedMr [redacted] s account was cancelled September 19th, and a refund of was issuedMr [redacted] wrote in on September 19th stating he had not yet received his refundOn September 21st, I replied to Mr [redacted] I let him know his account had been cancelled, the refund had been issued, and I went ahead and attached the refund approval submitted by the credit card company showing the refund had been approvedI continued to make several attempts at contacting Mr [redacted] via phone, along with our support center, but only received the static followed by a disconnectMr [redacted] has long since received his refundI will attach all communication dialogs, as well as the customer contract agreement to support all the above information
To whom it may concern, I received a message from Mrs [redacted] on July 31, Mrs [redacted] stated she had a tree on her property fall, and it took down our equipment which provides her internet serviceMrs [redacted] antenna for her Exwire internet service is placed in a tree which is the only way we were able to provide her with internet service When a customer needs a tree climb they sign a waiver stating they understand that our climbers are third party, and the customer is responsible for any charges that may occur during the time they are a customer with ExwireExwire does not staff tree climbers, they are a third party company, and not always available to ExwireAt 3:29pm, on July 31, 2017, I returned Mrs [redacted] callI let her know I had a tree climber in the area that was ahead of schedule that dayI asked if she was home, and let her know I was happy to send him overMy climber arrived at Mrs [redacted] at 4:15pm on July 31, Upon arrival my climber told Mrs [redacted] that it was unsafe for him to climb because the fallen tree had not yet been cleaned up, he was unable to maneuver his way through the yard or safely do his job until the tree was cleared upMy climber called me while with Mrs [redacted] and let me know the situationHe then told Mrs [redacted] we would not be able to return for weeks to a month due to our office being closed from August 14th-August 23, 2017, and the climbers schedule is booked until the first week of SeptemberAt that time Mrs [redacted] was also told we would suspend the billing, as well as we would be calling when we were available to schedule an appointmentWe just returned back to the office on August 23, so I have not yet been able to schedule the climb for Mrs [redacted] , but will be calling the first part of next week Part of this situation is Mrs [redacted] concern with the billingOn August 2nd, Mrs [redacted] signed up for Exwire serviceShe filled out a contract choosing a package with 7GB monthly data allowance, at $per GB overMrs [redacted] has since chosen to upgrade her package twiceThe first time was on December 4, and the package she chose was Home Connect 4G $a month and 50GB of data allowance per month at a $per GB overage charge, and the second, and current package is Home Connect 4G plus $55.00, a month, and 100GB of data allowance per month at a $per GB overage chargeFrom July 9th-July 30th Mrs [redacted] used 325.54GB of dataAs stated above Mrs [redacted] package allows 100GB of data per month at $per GB over, totaling $for the July 10th - August 10th billing cycleMrs [redacted] also has a past due balance of $from the June 10th - July 10th Billing cycle equaling a grand total of $ We are happy to give Mrs[redacted] a one time courtesy credit for the overage chargesI will attach the tree climb agreement, the contract, as well as the email sent from Mrs [redacted] requesting the upgrade for her package that again states the monthly data allowance, along with the Exwire terms and conditionsTell us why here
We are dealing with three different issues in this complaintMr [redacted] wrote into Exwire on August 15th, stating he was overcharged, and wanted a refundThe package Mr [redacted] selected upon sign up was, Exwire Home Connect 4G plus, which included speeds up to 12mbps download, and 1.5mbps Upload and 100GB of data each month at $per GB over for $a monthIn the month of July Mr [redacted] used 410.52GB of data(The billing cycle ends on the 15th of each monthSo, this was from July 15th-August 15th) On August 15th at 8:41pm I replied to Mr [redacted] s emailI explained the overage charges, his options, as well as I included how to login to his portal to view his usage, and his contractI gave Mr [redacted] a one time courtesy credit in the amount of $635.94, which was issued August 15th at 8:56pmDepending on the bank, or credit card company, refunds can take up to days to be back into the customers accountOn August 27th at 3:07pm Mr [redacted] wrote in stating his service was downI replied to Mr [redacted] on August 27th at 4:13pmI explained the reason for loss of service, and what we would need to do to reconnect MrGerogeI let Mr [redacted] know we had an appointment available August 30th between 9:00am and 10:00amI also readdressed the concern with the charges, attached the contract, as well as my previous email I had sentIt was not until September 7th we received a return call from Mr [redacted] He called into our support center asking for an update on service restoralI attempted to phone Mr [redacted] several times that afternoon and the days following, only to receive a busy signal followed by a disconnectAfter several attempts from myself, and the support center, we were able to reach Mr [redacted] We explained we would be able to reconnect his services, but we would need to place the equipment in a tree to provide us a clear line of sightMr [redacted] confirmed he had a tree we could climb, and let us know either himself or his mother would be on site to provide the technician, and tree climber access to the homeThe climb was scheduled September 8th between 9:00am and 10:00amThe technician and climber arrived, and determined, in fact, there was not a tree available for us to climb, and unfortunately we would no longer be able to proved Mr [redacted] serviceThe technician called Mr [redacted] from his home, and spoke with him to explain the situationBefore the technician left the home, he asked the manager to call Mr [redacted] and explain in detail the steps to followIt was at that time Mr [redacted] was told the account would be cancelled, and he would be provided a refund of any monies owedMr [redacted] s account was cancelled September 19th, and a refund of was issuedMr [redacted] wrote in on September 19th stating he had not yet received his refundOn September 21st, I replied to Mr [redacted] I let him know his account had been cancelled, the refund had been issued, and I went ahead and attached the refund approval submitted by the credit card company showing the refund had been approvedI continued to make several attempts at contacting Mr [redacted] via phone, along with our support center, but only received the static followed by a disconnectMr [redacted] has long since received his refundI will attach all communication dialogs, as well as the customer contract agreement to support all the above information
I am rejecting this response because: I have not been contacted by the business via phone or email and my credit card has not been refunded for the $