Sign in

Fidelity Communications Co

Sharing is caring! Have something to share about Fidelity Communications Co? Use RevDex to write a review
Reviews Fidelity Communications Co

Fidelity Communications Co Reviews (65)

Initial Business Response / [redacted] (1000, 6, 2015/12/23) */ We have tested the Internet connection to the customer's modem numerous times and he is receiving Meg pretty consistentlyThe issue is with his Wi-FiWe are installing a extender in his home to help his Internet performanceWe don't believe any customer credit is justified at this timeWe will continue to monitor the customer's service and address any further issues in a timely manner Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I pulled customers call on 4/18/with [redacted] and it was never stated it the phone call that he wanted a disconnect order entered at that timeHe asked that if he disconnected before 5/15/if he would owe the full bill of due on 5/8/17, she advised him No, that he would only be charged for the days he had it until he disconnectedHe asked if it would be disconnected as of the end of the month and [redacted] stated only if he called back to have it canceledCustomer stated okay and they ended the call.- I pulled customers call on 6/17/with [redacted] and no where in the call did she state that the account as cleared out or that it was taken care ofThe amount due on the account is $for his internet service used 4/16/17-5/2/ Customer owes the on the account for the days in his billing cycle All Late fees & equipment charges have been credited

As of today January 18th,I am again back to dropping calls and without secure connectionI once again had to spend time out of my day to submit a repair ticket with Fidelity

We appreciate being made aware of the customer's issuesContact has been made with the customer and any payment disputes have been resolvedCustomer is being reconnected today and we will monitor service closely to address any service problemsWe will diligently work with the customer to make sure any further issues are addressed promptly and satisfactorily

Final Consumer Response / [redacted] (2000, 8, 2015/12/08) */

Per our research, the customer was give correct options in regards to keeping his service, with appropriate discountsThe customer decided to discontinue service, which is his optionWe consider this issue to be resolved

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ The customer has been contacted and apologized to for any delays in regards to the requested creditThe appropriate credit check has been written and was delivered to our local business office to be picked up by the customerFidelity believes this issue has been resolved to the customer's satisfaction

The customer's issues were addressed on March 5, A Fidelity technician checked the line running to the customer's home to verify there was no signal interferenceTechnician then replaced the older modem with a new one and tested speedsSpeed quality was good and per the technician, the customer was satisfied with the outcomeWe consider this issue to be resolved, but we're happy to address any other concerns the customer may have

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Checked signals outside of address; Everything checks OK; Tried to make contact with customer twice at residence NOH & left door knocker; Tried contact by phone on different occasions with no answer

After looking at where this house was located it was found that it is located too far from our cable plant to be serviceable We looked into building out to the residence and that also would not be cost efficient for our company at this time We can only apologize that no one got back to the customer to let her know It was difficult to find the residence so I can only account that as reason it took so long I have been informed that she has been notified now that she is too far away

A VM was left for Ms [redacted] Her account, while past due, was disconnected due to a computer errorThe promotion package she was in has been reset as has free Wifi for months from 7-03-We are investigating why a truck roll was initiated when in this situation it's supposed to generate a "soft disconnect" [redacted] Assistant General ManagerMobile: [redacted] Toll-Free: [redacted] Email: [redacted] @FidelityCommunications.com

All service accounts are treated as separate services and may be connected or disconnected at will, independent of one anotherRegulatory constraints also prevent us from binding Telephony to Video or HSD accounts so they are separate entities and cannot be "turned on or off" at the same timeThe charges are for the processing and labor involved in managing each account in addition to any truck roll required to do any physical reconnect at the service siteIt is a policy and can be reviewed but we do not consider it to be unusual or egregious in this application [redacted] Assistant General ManagerFidelity CommunicationsLawton OK

There was a misunderstanding when Mr [redacted] called in questioning about bundle prices our rep put the order in & it was closed without an installation being done I have disconnected the internet services on his account and credited ALL additional charges that were added at the time Mr [redacted] account has been returned to the original services prior to the internet being added

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, 5, 2015/08/11) */
Contact Name and Title: *** ***,Business Offi
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fidelitycommunications.com
June 3, customer called because they were missing channelsWe corrected line problem
June 22,
customer reported all channels out
when we arrived at the house the request was cancelled at the door by the customerStated that channels working
Aug 7, customer called to report missing channelsWe replaced the drop from the pole to the house
customer has approximately channels, he has reported 2-channels offCustomer has not reported "only half come in half the time"we will schedule a trouble ticket and the supervisor will follow up with customer and advise of any credit being issued

The customer had services suspended for nonpayment in JulyShe paid for those services with a payment that was returned to us for NSFShe made a payment for that returned payment with another payment that was returned for NSF, so her services were suspended againThen, she made another payment
that was returned due to a frozen account so her services were suspended againAt that time, per our policy, due to us receiving three returned payments within month her account was set to cash onlyThe customer did not make payment on the account within days so her services were disconnected for nonpayShe did receive prorated credits after her account went into a full disconnectThe local office had been working with the customer until late last Wednesday when the office supervisor reached out to the corporate office for help*** *** worked with the customer at that time to explain the billing to the customerShe did go ahead and credit the customer for the total amount of days her services were suspended in JulyShe also refunded the return check fees to the customer for the claims of damage to the customers ornamentsThe claims were also reported to the technician's supervisor so he could follow up with the employee at the homeWe also recommended that the customer downgrade her services to something more affordable for her so that she could keep her account in good standingThe customer said she would pay the balance due with a money orderShe was educated that her account would remain in a cash only status for months as long as she maintains a good payment history and that if her current charges aren't paid by the due date her account will be subject to delinquent treatment

Complaint: ***
I am rejecting this response because:I gave my forwarding address to the local office on three occasions. I was also told when I called customer service that a check had not yet been issued. Someone is telling a lie. I do not appreciate the lies nor the refusal to accept responsibility for their actions. The forwarding address was not only give in written form I verified the address due to the fact that I wanted to see if there was service available at the new address. A check was never mailed per their customer service department
Sincerely,
*** ***

Contact Name and Title: *** *** Supervisor
Contact Phone: XXX-XXX-XXXX x ***
Contact Email: ***@fidelitycommunications.com
There is a discrepancy with his social security number and this is very likely a result of a change ownership on his accountHis current account was
transferred to his name and we are pretty certain that is when the error was madeWe have asked him to come in to show ID so we can resolve thisHe has NOT come in to the business office as requestedWe fully understand this is an inconvenience to him, but we must be certain we are making the correct changes on his account

Received a Revdex.com complaint from this customer complaining about reconnect charges & her billing being messed up. When researching, I found out the following: Customer has been with us since - moved her services from Maumelle to here & the account got messed up! way too much
credit was given to her & that is where the problems started. She called every month, paid on her bill every month. Fidelity did a poor job of helping her understand what happened & because no exemptions were placed on the account during this dispute Ms*** service was suspended and reconnect & late fees were applied to her account for the next months. Ms*** became frustrated and disgruntled because she thought no one was listening to her needs and issues. We made the initial mistake and we take ownership of our mistakes, and we want the opportunity to correct this issue. We always want to provide a superior customer experience to all our customers. I have credited late fees and the internet reconnect fee. Also, our technician has verified that Ms*** is getting a strong signal, I put notes and codes on the account so not to charge her any late fees or suspend her account then charge her reconnect fees on top of everything else for the next months so we can monitor the account to ensure her billing and service issues are resolved

Complaint: ***
I am rejecting this response because: Their response is correct and all well and good However this is not a matter of their speed or ability to correct the issues It is a matter of these same issues keep re-occurring This residence has only exist years and in that time, I've had to call for fixes well over dozen times Even their own repair techs state that these "fixes" are temporary at best and the root cause is primarily old (some state year old) and rapidly degrading lines/cables Even their own business office put me on 1/price billing due to the poor service for a few months because they recognized my issues Even their own people have often asked for a cell number to get in touch with me since they understand that even they often can not call my home phone Several of the neighbors who have lived in the area long before me state that these have been on going issues for years, but are just so tired of complaining they feel it's no longer worth their time to due so since there has never been any improvement.One would think that even a casual observer could see that it's probably time that these cables/lines should be replaced So, the proper resolution SHOULD BE, for the company to expend the necessary funds to do the replacement of the lines instead of just "re-splicing and bonding" the same old and worn out cable
Sincerely,
*** ***

Check fields!

Write a review of Fidelity Communications Co

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Fidelity Communications Co Rating

Overall satisfaction rating

Address: 64 N Clark St, Sullivan, Missouri, United States, 63080-1610

Phone:

Show more...

Web:

This website was reported to be associated with Fidelity Communications Co.



Add contact information for Fidelity Communications Co

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated