Firstlight

It appears that the customer had sent an email requesting the disconnect on 09/12/This was forwarded to our disconnect system on 09/13/17, however, somehow it was missed and not forwarded to the applicable disconnect representative until 10/18/ The disconnect rep opened the order on 10/27/and sent to the billing department to cease billingBilling worked their order on 10/31/and back dated the bill stop date to 09/12/(when the original request was received from the customer)The 11/01/billing statement should have reflected this accordingly The customer still owes $even after the adjustments for the stop bill on 09/12/ I have requested an approval to credit the additional $ I'll let you know when I receive the approval so we can get tis complaint closed out Please call me at ###-###-#### if you have any questions Revdex.com received the following update from Donna at business: Since the customer had the frustration of this situation, we have approved and issued the credit of $as a courtesyThe customer can disregard any bill received or she may receive

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks very much, [redacted] ***

Regarding complaint ID [redacted] , the customer ( [redacted] ***) will receive an invoice dated June 1, (Our next billing cycle.) with a credit for in the amount of $This represents both the annual charge associated with the cancel service ($96.07) and the associated late payment charges ($5.89)This will resolve the complaint to the customer's satisfactionRegards, Greg SAssistant Controller

Thank you for notifying us regarding Complaint ID# [redacted] received on June 2, 2015. We havedetermined that the customer's complaint is invalid. The customer is an original [redacted] - DSL internetaccess customer. [redacted] was acquired by [redacted] dba [redacted]; and subsequently[redacted] dba [redacted]...

is owned and operated by FirstLight Fiber. The customer continued to receive DSLinternet services and monthly invoicing from FirstLight Fiber.Our records indicate regular monthly invoicing to the customer and timely payments were receiveddating from Oct. 1 2007 through Nov. 1 2014. Enclosed are records of the last paid invoices. Beginningin Dec. 1 2014 the customer received a new invoice format from FirstLight Fiber. 30 day notificationswere sent to inform all customers of our new logo and billing system migration. Since receivinginvoices with our new format and new FirstLight logo, the customer has stopped remitting payment.The notes on the account indicate that the customer called in to our billing queue on May 14th 2015 @11:19:13 am., he claimed he did not know why he was being billed by FirstLight Fiber. Our billingrepresentative explained his account is a former [redacted] account that belongs to FirstLight Fiber and isbeing serviced & invoiced by FirstLight Fiber. Customer claimed he cancelled the account in 2012,however, the billing, payment, and service records indicate it was still in use and still paid in a timelymanner through Nov. 1 2014. The billing representative explained if the customer would like to cancelservices we simply need a written request to cancel services (by mail or e-mail) and also he would needto return his modem. To date we have not received a cancellation letter, e-mail, or a returned modem.Our billing representative also researched through our [redacted] archives for his account, no suchcancellation letter is on record.We are certainly willing to disconnect his DSL internet access if he has chosen another provider. Wecan only disconnect his services though with his written permission; i.e. in the form of a cancellationrequest (letter or e-mail is fine). At this time, the customer still owes for active services received fromDec. 1 2014 thru present day.Please feel free to contact me directly if you should have any questions or if I can be of any furtherassistance.Thank you,ENcl.Angela L[redacted]Billing & Compliance Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Thanks very much,
[redacted]

It appears that the customer had sent an email requesting the disconnect on 09/12/17. This was forwarded to our disconnect system on 09/13/17, however, somehow it was missed and not forwarded to the applicable disconnect representative until 10/18/17.   The...

disconnect rep opened the order on 10/27/17 and sent to the billing department to cease billing. Billing worked their order on 10/31/2017 and back dated the bill stop date to 09/12/17 (when the original request was received from the customer). The 11/01/17 billing statement should have reflected this accordingly.  The customer still owes $9.98 even after the adjustments for the stop bill on 09/12/17.  I have requested an approval to credit the additional $9.98.  I'll let you know when I receive the approval so we can get tis complaint closed out.  Please call me at ###-###-#### if you have any questions.  Revdex.com received the following update from Donna at business: Since the customer had the frustration of this situation, we have approved and issued the credit of $9.98 as a courtesy. The customer can disregard any bill received or she may receive.

Regarding complaint ID [redacted], the customer ([redacted]) will receive an invoice dated June 1, 2015 (Our next billing cycle.) with a credit for in the amount of $101.96. This represents both the annual charge associated with the cancel service ($96.07) and the associated late...

payment charges ($5.89). This will resolve the complaint to the customer's satisfaction. Regards, Greg S. Assistant Controller