[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr. [redacted],I have reviewed the account and listened to the recorded calls. On April 9, 2015 you requested the account be reactivated because you advised the account should not have been closed. The account was reactivated and the billing was placed back on the account. Nicole Sinnott called on the...
same day and left a message and did not receive a call back to discuss the upgrade. The account continued to invoice without payment causing the account to forward to collections. Being that your request to reactivate was recorded you would be responsible for the past due balance. You have been a Customer since 1999; Safetouch Security obviously does not want to loose you as a Customer. Have you changed services? Safetouch Security would rather remove the balance on your account and have the services activated. Please advise and I will have Nicole contact you to discuss.Sincerely,[redacted] you may email me directly at [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted],The system can be reconnected and we would like to do that at no charge to you. Please allow up to come out and get your system running as it is intended.I will be happy to set your agreement up on a month to month basis.
Ms. [redacted],Upon review, you disconnected the system. This is why it does not work. Safetouch Security replaced the contact in question. You do have an agreement with Safetouch Security in writing. The term of the agreement has not come to an end and why you continued to invoice. You spoke...
with Ms. [redacted] and she offered to close the account and you refused. Based on the notations of conversations with you, I will be happy to close the account as well. Based on the signed documents, Safetouch Security is closing your account early and you are not eligible for any refund. Sincerely, [redacted]
Mr. [redacted],Safetouch Security has agreed to remove the VIP monitoring. This is not a problem, however; the problem is, in order for the system to work as it is intended, a phone line would be required if you did not wish to use the equipment you now utilize. Magicjack is not a compatible/reliable...
means of communication.When the initial agreements were explained, you were advised in writing, an adequate means of communication must be provided. Please contact [redacted] Ms. [redacted] is familiar with your request and will be able to assist you further.Sincerely,Karrie Gabriel
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Safetouch Security has reviewed your account. At no time was there a request to cancel service nor did we receive written notice to close the account at the time of renewal. However; Safetouch Security attempted to fulfil your request to upgrade the system but never received a reply. Safetouch...
Security had agreed at the time to preform a service call at no charge and waive late fees. Safetouch Security notified you of the end of agreement date with no further discussion. The notes following the attempts below was regarding collections with no response.Safetouch Security made every attempt to assist you with no response. Safetouch Security is not at fault and all charges are legitimate. If you would like to discuss reactivation you may email me directly at [redacted] Sincerely,[redacted] 02/28/2012 09:21:09 AM - [redacted]e:called [redacted] again on contact re NC service call and waiving late fees-- no answer, lm. called contact, ###-###-####. 02/27/2012 02:04:48 PM - [redacted]e:called [redacted] at 904-2013415, lm. hold 2/28. 02/24/2012 11:14:59 AM - [redacted]e:called Primary, fax?called [redacted] in cell, lm. hold 2/27 then proceed. 02/22/2012 04:26:05 PM - [redacted]e:called customer at primary re pdb, lm. 02/22/2012 12:34:39 PM - [redacted]e:per [redacted]-- okay to waive late fees and have a nc service call to keep customer, past due is owed since they had an LRR02/22/2012 12:33:36 PM - [redacted]e:called customer [redacted] on contact, lm. hold 2/24.02/14/2012 03:54:58 PM - [redacted]e:customer called back, is not not going to pay but very upset that we will not service the 2 way without a $75.00 service fee-- they have already filed a Revdex.com complaint and said they will cxl with us nd find another provider if not fixed. Going to email [redacted] to see if carry on or if she wants to figure a way to have a tech fix. etc.02/14/2012 01:21:02 PM - [redacted]e:called customer at priamry re pdb, business number, lm. called [redacted] on contact, lm. Called [redacted], lm. Hold 2/21. 03/07/2011 10:41:35 AM - [redacted]:CALLED AND LM FOR [redacted] ON 201-341503/04/2011 02:47:46 PM - [redacted]:[redacted](DSC)CLL IN GV PW WANTS TO DISCUSS UPGRADING OPTIONS AND EOA GV INFO AND SUBMITTED RR TO GET PRICE ON GSM
Safetouch Security has provided a copy of the agreement showing Mr. [redacted] remains responsible until August 2016. Safetouch Security would like to transfer service but Mr. [redacted] did not wish to transfer. The remaining balance on the initial term is $384.60. Safetouch Security will accept...
$150.00 to terminate the agreement in good standing, then in the future if he is able to activate new service we will credit this amount to his account.Sincerely,[redacted]
Ms. [redacted]Upon reading your complaint and reviewing your agreement the Sales Representative explained exactly how it is written. The rate would stay the same. The terms and the rates are written on the front of the Agreement not the back. Safetouch Security is sympathetic to your situation and I...
know illness is stressful enough when topping that with additional financial burdens. You have fulfilled your initial term and you have never missed a payment and for that Safetouch will accept the payment that just drafted as cancellation and close the account in good standing.Sincerely,[redacted]
Safetouch Security has reviewed the home account and will close the account in good standing, the last draft being final payment. The business account is not linked or named. Am unable to review if this account is eligible for cancellation. Please email me directly at [email protected] so I may...
Safetouch Security has reviewed your account. As a one time offer I will accept the current balance due of $76.78 to close the account in good standing.The increase was caused from the cancellation of the automatic draft payments. You did not have a rate increase then June 2015 you started billing...
for monthly monitoring. I do not see where a request was made for a copy of the agreement but I will have one sent to the email address on file.Sincerely,[redacted]
Safetouch Security has reviewed your account. Because of the length of time you have been a Safetouch customer I will be happy to reinstate your account for the past due balance. Please pay the $183.18 promptly and the account will be reactivated. In the future, I would recommend being on what...
we call PACS (automatic draft payment through us). At the time the payment is made please request for the form to be completed. Sincerely,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: This is exactly what I am exposing about SafeTouch Security. Misleading information and, at this point, fraudulent charges. On 14 July 2016, you stated "Based on the signed documents, Safetouch Security is closing your account early..." Yet on 18 July 2016, I was charged $43.18 again. The signed documents you mentioned in your original response were sent 10 May 2016 and I have been charged every month since then. [redacted] said the charges would stop on that day and you said my account was closed on 14 July. And still the charges keep coming. Regarding your contract comments, it actually didn't say 0 charges for 36 months either. Get your facts straight. If you think it did, then reimburse the $13.86/mo I paid for the first 3 years. I stand by my original request. As the information I have provided above prove, I was charged unfairly for service I don't have and charged unfairly after being told the account was closed. Now it is public and documented in your own writing that the charges were supposed to stop and they have not. This is what your customers can expect: to be told 3 years, but it's really 5 and you are told your account is closed, but you keep paying the same monthly fee for subpar service you disconnected over a year ago. Thanks so much.
Regards,
[redacted]
Safetouch Security has reviewed your account and the system notations. Safetouch Security appreciates the length of time you have been a valued customer. Within the security documents the Schedule C indicates on section 6 transmission facilities / telephone lines you have initial that you...
understand that it is the customer's responsibility to provide an active phone line.As you have explained, numerous calls have been made discussing the fact there was not a phone line one the home. Safetouch Security agreed to provide services for an indicated period of time and the Customer agrees to provide and active phone line and payment for those services. Even though you had not provided tge phone line Safetouch continues to contractually provide service and does expect payment. It is notated Safetouch offered to close the account until phoneline was activate. You did not wish to do so.The account is not eligible for a credit for the above reasons but based on the time you have been a Customer I would be happy to apply a 2 month credit.Sincerely[redacted]
Please consider this response as a very secure written documentation. Safetouch Security agrees to modify the terms of your agreement from a 5 year to a 3 year agreement. The system has been documented.Sincerely,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr. [redacted],I have reviewed the account and listened to the recorded calls. On April 9, 2015 you requested the account be reactivated because you advised the account should not have been closed. The account was reactivated and the billing was placed back on the account. Nicole Sinnott called on the...
same day and left a message and did not receive a call back to discuss the upgrade. The account continued to invoice without payment causing the account to forward to collections. Being that your request to reactivate was recorded you would be responsible for the past due balance. You have been a Customer since 1999; Safetouch Security obviously does not want to loose you as a Customer. Have you changed services? Safetouch Security would rather remove the balance on your account and have the services activated. Please advise and I will have Nicole contact you to discuss.Sincerely,[redacted] you may email me directly at [email protected]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted],The system can be reconnected and we would like to do that at no charge to you. Please allow up to come out and get your system running as it is intended.I will be happy to set your agreement up on a month to month basis.
Ms. [redacted],Upon review, you disconnected the system. This is why it does not work. Safetouch Security replaced the contact in question. You do have an agreement with Safetouch Security in writing. The term of the agreement has not come to an end and why you continued to invoice. You spoke...
with Ms. [redacted] and she offered to close the account and you refused. Based on the notations of conversations with you, I will be happy to close the account as well. Based on the signed documents, Safetouch Security is closing your account early and you are not eligible for any refund. Sincerely, [redacted]
Mr. [redacted],Safetouch Security has agreed to remove the VIP monitoring. This is not a problem, however; the problem is, in order for the system to work as it is intended, a phone line would be required if you did not wish to use the equipment you now utilize. Magicjack is not a compatible/reliable...
means of communication.When the initial agreements were explained, you were advised in writing, an adequate means of communication must be provided. Please contact [redacted] Ms. [redacted] is familiar with your request and will be able to assist you further.Sincerely,Karrie Gabriel
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Safetouch Security has reviewed your account. At no time was there a request to cancel service nor did we receive written notice to close the account at the time of renewal. However; Safetouch Security attempted to fulfil your request to upgrade the system but never received a reply. Safetouch...
Security had agreed at the time to preform a service call at no charge and waive late fees. Safetouch Security notified you of the end of agreement date with no further discussion. The notes following the attempts below was regarding collections with no response.Safetouch Security made every attempt to assist you with no response. Safetouch Security is not at fault and all charges are legitimate. If you would like to discuss reactivation you may email me directly at [redacted] Sincerely,[redacted] 02/28/2012 09:21:09 AM - [redacted]e:called [redacted] again on contact re NC service call and waiving late fees-- no answer, lm. called contact, ###-###-####. 02/27/2012 02:04:48 PM - [redacted]e:called [redacted] at 904-2013415, lm. hold 2/28. 02/24/2012 11:14:59 AM - [redacted]e:called Primary, fax?called [redacted] in cell, lm. hold 2/27 then proceed. 02/22/2012 04:26:05 PM - [redacted]e:called customer at primary re pdb, lm. 02/22/2012 12:34:39 PM - [redacted]e:per [redacted]-- okay to waive late fees and have a nc service call to keep customer, past due is owed since they had an LRR02/22/2012 12:33:36 PM - [redacted]e:called customer [redacted] on contact, lm. hold 2/24.02/14/2012 03:54:58 PM - [redacted]e:customer called back, is not not going to pay but very upset that we will not service the 2 way without a $75.00 service fee-- they have already filed a Revdex.com complaint and said they will cxl with us nd find another provider if not fixed. Going to email [redacted] to see if carry on or if she wants to figure a way to have a tech fix. etc.02/14/2012 01:21:02 PM - [redacted]e:called customer at priamry re pdb, business number, lm. called [redacted] on contact, lm. Called [redacted], lm. Hold 2/21. 03/07/2011 10:41:35 AM - [redacted]:CALLED AND LM FOR [redacted] ON 201-341503/04/2011 02:47:46 PM - [redacted]:[redacted](DSC)CLL IN GV PW WANTS TO DISCUSS UPGRADING OPTIONS AND EOA GV INFO AND SUBMITTED RR TO GET PRICE ON GSM
Safetouch Security has provided a copy of the agreement showing Mr. [redacted] remains responsible until August 2016. Safetouch Security would like to transfer service but Mr. [redacted] did not wish to transfer. The remaining balance on the initial term is $384.60. Safetouch Security will accept...
$150.00 to terminate the agreement in good standing, then in the future if he is able to activate new service we will credit this amount to his account.Sincerely,[redacted]
Ms. [redacted]Upon reading your complaint and reviewing your agreement the Sales Representative explained exactly how it is written. The rate would stay the same. The terms and the rates are written on the front of the Agreement not the back. Safetouch Security is sympathetic to your situation and I...
know illness is stressful enough when topping that with additional financial burdens. You have fulfilled your initial term and you have never missed a payment and for that Safetouch will accept the payment that just drafted as cancellation and close the account in good standing.Sincerely,[redacted]
Safetouch Security will accept this complaint as written notice and close the account.Sincerely, [redacted]
Safetouch Security has reviewed the home account and will close the account in good standing, the last draft being final payment. The business account is not linked or named. Am unable to review if this account is eligible for cancellation. Please email me directly at [email protected] so I may...
review.Thank you,
[redacted]
This complaint has been resolved with the Customer prior to complaint being issued. Thank you!!
Safetouch Security has reviewed your account. As a one time offer I will accept the current balance due of $76.78 to close the account in good standing.The increase was caused from the cancellation of the automatic draft payments. You did not have a rate increase then June 2015 you started billing...
for monthly monitoring. I do not see where a request was made for a copy of the agreement but I will have one sent to the email address on file.Sincerely,[redacted]
Safetouch Security has reviewed your account. Because of the length of time you have been a Safetouch customer I will be happy to reinstate your account for the past due balance. Please pay the $183.18 promptly and the account will be reactivated. In the future, I would recommend being on what...
we call PACS (automatic draft payment through us). At the time the payment is made please request for the form to be completed. Sincerely,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: This is exactly what I am exposing about SafeTouch Security. Misleading information and, at this point, fraudulent charges. On 14 July 2016, you stated "Based on the signed documents, Safetouch Security is closing your account early..." Yet on 18 July 2016, I was charged $43.18 again. The signed documents you mentioned in your original response were sent 10 May 2016 and I have been charged every month since then. [redacted] said the charges would stop on that day and you said my account was closed on 14 July. And still the charges keep coming. Regarding your contract comments, it actually didn't say 0 charges for 36 months either. Get your facts straight. If you think it did, then reimburse the $13.86/mo I paid for the first 3 years. I stand by my original request. As the information I have provided above prove, I was charged unfairly for service I don't have and charged unfairly after being told the account was closed. Now it is public and documented in your own writing that the charges were supposed to stop and they have not. This is what your customers can expect: to be told 3 years, but it's really 5 and you are told your account is closed, but you keep paying the same monthly fee for subpar service you disconnected over a year ago. Thanks so much.
Regards,
[redacted]
The branch Manager is reaching out to Mr. [redacted] for resolution.
I will close your account and remove any amount due.Sincerely,[redacted]Happy New Year
Safetouch Security has reviewed your account and the system notations. Safetouch Security appreciates the length of time you have been a valued customer. Within the security documents the Schedule C indicates on section 6 transmission facilities / telephone lines you have initial that you...
understand that it is the customer's responsibility to provide an active phone line.As you have explained, numerous calls have been made discussing the fact there was not a phone line one the home. Safetouch Security agreed to provide services for an indicated period of time and the Customer agrees to provide and active phone line and payment for those services. Even though you had not provided tge phone line Safetouch continues to contractually provide service and does expect payment. It is notated Safetouch offered to close the account until phoneline was activate. You did not wish to do so.The account is not eligible for a credit for the above reasons but based on the time you have been a Customer I would be happy to apply a 2 month credit.Sincerely[redacted]
Please consider this response as a very secure written documentation. Safetouch Security agrees to modify the terms of your agreement from a 5 year to a 3 year agreement. The system has been documented.Sincerely,[redacted]