Fidelity Communications Co

Initial Business Response /* (1000, 6, 2015/12/23) */
We have tested the Internet connection to the customer's modem numerous times and he is receiving 100 Meg pretty consistently. The issue is with his Wi-Fi. We are installing a Wi-Fi extender in his home to help his Internet performance. We don't...

believe any customer credit is justified at this time. We will continue to monitor the customer's service and address any further issues in a timely manner.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The customer's issues were addressed on March 5, 2018. A Fidelity technician checked the line running to the customer's home to verify there was no signal interference. Technician then replaced the older modem with a new one and tested speeds. Speed quality was good and per the technician, the...

customer was satisfied with the outcome. We consider this issue to be resolved, but we're happy to address any other concerns the customer may have.

Initial Business Response /* (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 3 different occasions with no answer.

Initial Business Response /* (1000, 5, 2015/08/06) */
The customer has been contacted and apologized to for any delays in regards to the requested credit. The appropriate credit check has been written and was delivered to our local business office to be picked up by the customer. Fidelity believes...

this issue has been resolved to the customer's satisfaction.

As of today January 18th,2017 I am again back to dropping calls and without secure connection. I once again had to spend time out of my day to submit a repair ticket with Fidelity .

Initial Business Response /* (1000, 5, 2015/07/08) */
We have looked at this account, and can find no trouble tickets or reports of substandard service. In order to address any concerns, we've tried to call the customer numerous times in the past 10 days, with no success. We will be happy to...

address any issues with the customer should he/she contact us.

All service accounts are treated as separate services and may be connected or disconnected at will, independent of one another. Regulatory 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 time. The...

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 site. It 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

Complaint: [redacted]
I am rejecting this response because:
They are not taking this seriously. It shows that they do not care about their customers, or stand by their commitments. People should avoid doing business with this company and search for other options.
Sincerely,
[redacted]

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.

I pulled customers  call on 4/18/17 with [redacted] and it was never  stated it the phone call that he wanted a disconnect order entered at that time. He asked that if he disconnected before 5/15/17 if he would owe the full bill of 54.98 due on 5/8/17, she advised him No, that he...

would only be charged for the days he had it until he disconnected. He asked if it would be disconnected as of the end of the month and [redacted] stated only if he called back to have it canceled. Customer stated okay and they ended the call.- I pulled customers call on 6/17/17 with [redacted] and no where in the call did she state that the account as cleared out or that it was taken care of. The amount due on the account is $38.50 for his internet service used 4/16/17-5/2/17.  Customer owes the 38.50 on the account for the days in his billing cycle.  All Late fees & equipment charges have been credited.

Here is the timeline from our responding Supervisor: [redacted] on the 15th of June – Customer had speeds upgraded from 25 MBPS to 75 MBPS [redacted] on the 24th of July – Tech removed unused modem from account, replaced bad directional coupler, was asked to assist with hooking up [redacted] through Ethernet. Dispatched maintenance technician to look into possible area issue and attempt to contact customer on Friday, the 28th of July. Upon troubleshooting, the tech discovered the node was in line with specifications, as he worked down the line, he found that the active that followed the node was in need of minor adjustments. The adjustments made were not service affecting. This was around the 1:00PM time frame, after adjustments to the active, he proceeded to the customer’s tap, there he found that the customer’s drop was squirrel chewed and needed to be replaced. At that time, the customer was not at home, but he was able to access the property to replace the drop. After this was completed, he checked the BBX program and noted that the customer now had levels that were acceptable and in specs. After reporting back as to what he found, I called the customer and spoke to [redacted] around 3:00PM, I informed her of the steps we had taken, and that our program shows to have acceptable levels and the modem showed to be online. As they were not at the residence, they could not confirm this. I asked if she would need to keep the appointment for Saturday, the 29th of July, she decided at that time that it would be best to ensure we provided her with the service she was expecting. [redacted] on the 29th of July – Customer canceled appointment on arrival, stated that we had repaired her issue the day before and that it has been working properly ever since. She stated that if there are any other issues, she would  call back to report it. [redacted] [redacted]Tech Ops SupervisorLawton, Oklahoma We feel that we responded in a reasonable time to the initial complaint as well as contacting the customer afterwards to verify service. If credit is desired we can issue it from the day of complaint (7-24) to day of final confirmation by customer that the service is working (7-29)  [redacted]Assistant General ManagerFidelity CommunicationsLawton Oklahoma

Per our research, the customer was give correct options in regards to keeping his service, with appropriate discounts. The customer decided to discontinue service, which is his option. We consider this issue to be resolved.

We have reviewed the former customer's complaint and we believe it is valid. The customer is due an additional $14.68 to make up the remainder of the $50.00 deposit. The credit is being processed and a check in the amount of $14.68 will be submitted to the former customer. We appreciate this being...

brought to our attention and we sincerely apologize for the error and any inconvenience it caused.

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]

In the interest of good customer relations, Fidelity is crediting $50 back to the customer's account. This is a one-time good faith credit. The customer has had several reconnect fees waived in the past and needs to make sure he pays on time to prevent further service disconnects, with the resulting...

reconnect fees.

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]

Complaint: [redacted]
I am rejecting this response because: This...

statement is false. I was on the phone with representative "[redacted]" in an attempt to resolve this matter when it happened. She told me she would listen to the phone call verifying the requested pay date the next day and call me back with a decision. I told her that I understand she has to do her part, but in the same respect I have to do my part as well & I notified her at that time that I would be filing a report that evening with the Revdex.com. This report was indeed submitted that night. I did not receive a phone call until the next day (after submitting the claim with the Revdex.com). "[redacted]" called the next day and told me that she attempted to listen to the phone call, but it cut off and did not record properly, so she decided to credit my account for the $25 fee. This is a fee that I should not have been charged in the first place; I appreciate the credit to my account, as it is only the right thing to do. However, I do not feel that my account should be blocked from future payment arrangements because of an error they had to correct. This is yet another wrongdoing by Fidelity. I would like for this "promise-to-pay ban" to be removed from my account.
Sincerely,
[redacted]

Here at Fidelity Communications, we strive to provide the highest level of service possible.  Please accept our sincerest apology for the damage we caused you.  We hope for an opportunity to regain your faith in us.  You are important to us.  I have enclosed a copy of the check...

for damages for your records.  We look forward to moving forward together and for your continued support.

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.  Of course it is assumimg they are truly issuing a check for 14.68 in a timely fashion. If not I will complain again...
Sincerely,
[redacted]