Fidelity Communications Co

Initial Business Response /* (1000, 5, 2015/09/02) */
Fidelity has worked with the customer to resolve any service issues and we've also provided additional credit to the customer's accountThe customer is happy with the quality of service and is also satisfied with the credit issuedFidelity
considers this case to be resolved to the customer's satisfaction

Specialized technicians were sent to the customer's home and found some line issues resulting in faulty signal levelsCorrections were made and signal was retestedResults were good, and consistent, with the customer receiving full speeds as advertisedCustomer stated they were happy with the
resultsWe will continue to monitor this customer's account, but we believe the complaint has been resolved to the customer's satisfaction

***’s check was sent to *** *** *** *** ** *** since that was the address on file and *** gave no other address when she disconnected her account.I checked with the bank and it hasn’t cleared yetCheck was processed on 11/3/and would have been mailed out on
11/6/2017.From notes on the account, it looks like *** *** talked to customer on 10/03/and was told then that it would be next month before they got a refund because of needing to run a billing cycle and customer asked to make sure she didn’t owe anythingThe services she was billed for on the October bill, were refunded to her and we refunded her deposit and cut her a check

I am rejecting this response because: The business is providing a generic
response in an effort to downplay this complaint. They are ignoring the fact that they offered a locked in, fixed rate due they offered due to my father's health - which they lost their record of their commitment to the fixed rateThey have shown no evidence or effort to educate their employees to be sympathetic to customers who are living with or helping others with terminal illnessThey also have done nothing to address the discrepancies in price between their site, the amount billed and what their employees were quoting (different prices in total). I did choose to terminate service with them because they were overbilling over what their advertised rate wasThis was after they went back on their commitment to the fixed rate for my FatherThey quoted four different prices and were very rude when I questioned the price difference between their website, what was billed and what two different representatives quoted. The city of Rolla would do well with working with *** *** with developing a community sponsored internet service to end the lack of competition that allows such behavior from the FidelityThis is an idea that I will float to the City Council to help others from being mistreated in the future. In short this does nothing to resolve any of the issues that I presented to the Revdex.com. Regards, ***

Initial Business Response /* (1000, 7, 2015/05/19) */
The phone issues were the result of old, substandard wiring that had been installed at the time of original construction of customer's apartmentThe apartment management was very reluctant to let Fidelity install up-to-date wiring, but finally
agreedThe customer's apartment has now been rewired and Fidelity has heard of no further issuesWe believe this has been resolved to the customer's satisfaction
Initial Consumer Rebuttal /* (3000, 14, 2015/06/05) */
I have sent a complaint to you concerning this company their reply was it was my landlords not doing the rewiring they needed to do my landlord has fulfilled all wiring issuesMy phone still has a echo that my phone is hardly any use and my telephone and internet has both been down twice just in this last week .my docter was to call me this evening and there is no phone line for him to call .this issues has been going on since October I have kept up paying my bill on time every time .I am so tired of having fidelity come to my home to just try to pass the problems on to something else .They are not giving the service they are payed for.I have poor health and a phone is very important
DesiredSettlementID: Refund
To fix the problem that has went on since October Plus pay me $for all I have had to deal with

Initial Business Response /* (1000, 5, 2015/12/24) */
The customer has been contacted regarding the reported service issuesThe customer's modem has been replaced and the service is working properly nowCustomer will be credited for service down-timeWe believe this issue has been resolved to
the customer's satisfaction
Initial Consumer Rebuttal /* (3000, 12, 2016/02/22) */
Customer service regarding a previous Revdex.com complaint is unsatisfactory
After an earlier complaint against Fidelity we were contacted by *** *** from our local location regarding the complaintShe gave us her number to directly contact her if we should have any more issuesShe also told usnthat would would get a rebate of $as a response to all the Internet issues we had
We have waited months for the rebate with nothing to showWe have contacted her several times and only received her voice mailWe made her aware that if she didnt get back to us we would be filing this complaintI intend to be taken seriously
At minimum the rebate that we were promisedThis has been frustrating

Complaint: ***
I am rejecting this response because:
I have not received the check because it was sent to the wrong addressPlease correct the address and resend to the correct address.My apartment number is * **
Sincerely,
*** ***

Initial Business Response /* (1000, 11, 2015/07/27) */
this has been resolved and her account balance zeroed out as requested when she spoke with our highly trained representative on July 9,

The check was sent to the wrong apartment number and with help of the postman I was given the check days ago and placed it in the bank

Customer was already credited for the reconnect fee before this complaint was deliveredNo more "promise to pay by date" will be allowed on this account. *** ***General ManagerFidelity CommunicationsLawton Oklahoma

We responded to the complaint, customer requested a Saturday AppointmentCustomer needed the *** connected, pulling MBS on a MBS connectionWorked through line, levels good, customer satisfied with service

Promise to pay is not a right it is an option for CSR's to use though internal policy states that it’s use cannot exceed times a yearSince the policy seems to be the source of this issue I am removing it from the equationPayment dates are set as are suspend dates for non-payment, there should be no problems in the future as to what is due and whenThis was not a service issue but one concerning payment that was already past dueSince the charge was credited back, I see no validity to this complaint. *** ***General managerFidelity CommunicationsLawton Oklahoma

Initial Business Response /* (1000, 5, 2016/02/18) */
Contact Name and Title: *** *** "GM"
Contact Phone: XXX XXX-XXXX
Contact Email: ***@fidelitycommunications.com
After review of the account in question and further investigation, the complaintant was attempting to connect her TV via
"Wi-Fi"Most TVs are of a very low mgh requirement and it was limiting/restricting the router providing the "Wi-Fi" signal needed to make the connectionTo correct the issue we installed a newer model "modem/router" combination unit and the day after installation we followed up with the customer via phone call and she was very satisfiedWe consider the issue resolved

We stand by our original response

Complaint: ***They came out that Monday and informed us that, we were
having problems because their system had us connected to boxesOf course we only had one boxThe tech also did something with our *** that we had connectedNO that did NOT fix the problemOn Thursday was the next time someone was home to see if the internet was fix itWhich it was NOT FIXEDOur service went out at 1pm and did NOT come back on until after 3pmI made yet another phone call for have this situation rectifiedThey wanted us to miss another day of work so they could come out FridayWe set the appointment for SaturdayA gentleman called Friday to tell me that they did something to outside cords going to our houseThey apparently did this on Thursday with out letting anyone knowAt that time I was off and home all dayThis did seem to repair the problemBut the problem still remains that I have been paying for full service for months, I have been paying for service that I DID NOT receiveI know they look in their system and see how long this has happeningWhen it started how many hours a day it was downI feel I should be credit for what I paid for that I did NOT RECEIVE.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/07) */
The customer's concerns were valid and have been addressedIncorrect data from charge codes in the customer's billing account resulted in erroneous long distance chargesThese have been corrected, with proper credits applied to the customer's
accountOur business office supervisor has had direct contact and done a complete review with the customerWe will continue to monitor this account going forwardWe believe the customer to be satisfied and we consider this issue to be resolved

This was the unpaid balance from her service from 3/14/13 to 5/14/13 at 1300 Union Ct Apt 110 in Maumelle Arkansas totaling $781.07 She also has an unreturned modem charge for $100.00 because the equipment was never returned to Fidelity Communications which gives her a total bad debt of...

$889.57.  This account was turned over to our collection agency on 8/15/14 called Regional Credit Services and can be reached at [redacted].

Initial Business Response /* (1000, 5, 2015/08/27) */
We apologize to the former customer for the delay in receiving the refund. The refund check has been printed and is in the mail to the customer. Fidelity hopes the customer is satisfied and we consider this case closed.

Our recent history of this account shows:5-19 Service call, replaced drop, ordered a drop bury.6-14 No service: Voided due to no one home6-15 Customer moved equipment to a room that did not have service causing the service interruption. We corrected the customer caused issue.9-13 Disconnected for...

non-payment.9-11 Customer requested to have billing date changed to the 26th, account was past due at this point, slated for disconnect on the 12th9-12 Customer was disconnected in error due to the billing date change request lagging behind the actual processing of non-payments9-12 Customer called at 4:30 and was reconnected.Although the customer lost service for a day, payment was already past due for services received. We will issue the equivalent of one week’s service ($38.00) for the error on our part.We do NOT show that the customer has our phone service. [redacted] is the local ILEC as well, so an alternative is available. [redacted]Fidelity Communications Lawton OK.

Initial Business Response /* (1000, 5, 2015/05/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fidelitycommunications.com

I have audited his account and will mail him a copy, he has been credited for that first month, plus late fee. he has...

only paid $21.54 since he was installed Feb 7th. February was free, he paid for March, now owes for April and May. $60.00, bill is correct.