November 14, [redacted] [redacted] ***, NS [redacted] Revdex.com Case # Dear [redacted] Thank you for your correspondence to the Revdex.com regarding your Home Security serviceAt Eastlink, we always appreciate the opportunity to address our customers’ concerns so that we can continue improving the quality of our products and services I apologize for the frustration you experienced when addressing a triggered alarm at your home on August 5thUpon receiving your complaint we conducted a thorough investigation and confirmed that the garage door sensor was triggered at 2:20:and the alarm was disarmed by “User #2” via the panel at 2:20:We reached out to your husband’s contact number at 2:22:and 2:23:however there was no answerAs the alarm was disarmed at the panel within seconds of being triggered, emergency services were not dispatched I understand that while talking to our representative, ***, on November 6th, he reviewed your account and concerns, ultimately processing the disconnection of your Home Security for November 10th per your request As a gesture of good customer service, we have agreed to credit the Early Termination Fee of $Your Internet, TV and Telephone were cancelled on November 6th, and the balance remaining on your account is $A final billing statement was issued on November 10th Should you have any additional questions regarding this ***er, please contact [redacted] at [redacted] Sincerely, [redacted] Voice of the Customer Manager
Initial Business Response / [redacted] (1000, 6, 2017/01/23) */ [redacted] Thank you for your correspondence to the Revdex.com regarding your customer experience after installing Eastlink services We apologize for you're the frustration you experienced following the installation of Internet and Television services on January 16th, when the channel guide did not initializeI understand that when you contacted us to have this addressed, we were unable to resolve the issue remotely and had to book an appointment to have a technician return to your homeI understand that this resulted in your requesting to have the services cancelled the same dayI would like to assure you that we have taken the opportunity to review and follow up on your experience with our staff, as we expect that all of our customers will be able to enjoy their Eastlink services immediately after install As a gesture of good customer service we have removed the installation fee charge of $ [redacted] from your account resulting in a final balance of $ [redacted] I hope that one day you will reconsider having your services with us [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as there are no fees whatsoever, then I will consider this matter closed [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ October 30, [redacted] Re: Revdex.com Case # XXXXX Dear Mr***, Thank you for your correspondence to the Revdex.com concerning your Rural Connect service and the Internet Usage program Our decision to implement monthly included usage on this service has not been made lightlyIt is truly an attempt to provide fair and equal access to this basic Broadband Internet service for all customersLike water and power, usage programs are not unusual and other providers have also found it necessary to manage internet usage with similar measuresThe charge customers see on their bill is tied to how much they used the service beyond the monthly allowable GBBroadband Internet customers may use as much Internet as they like for a maximum usage fee of $ The Rural Connect service is intended to be used, as designed by the government of the day, for basic internet needs like email, e-commerce, accessing government services, general web browsing, social media, and some videoIt is a shared service and was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliverCustomers who use extremely large volumes of bandwidth have a measurable impact on the quality of service for other customers We do see that you have decided to disconnect your services with Eastlink and understand that the Rural Connect service is not meeting your needs at this time If you have any further questions or concerns please feel free to contact us at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I appreciate your comments on the charge for the extra useBut power and water utilities do not charge residential customers extra , if they consume more then what the opinion of the utility considers acceptableAlso the other utilities that have monopolies do not have there services degrading from the time customer connects to present, which is what has happened with the eastlink rural broadbandMy service has gone down in quality from when I 1st connected to present, and now eastlink wants to charge more? The other utilities in the commercial setting that do charge more for the "extra consumption" it is still at the level of service when the customer started with the utilityIf the utilities get more customers, they make sure there infrastructure is maintained and or enhanced to continue to give the same level of serviceThis has not been the case with eastlink Rural broadband, eastlink either has taken on to many customers out of corporate greed , or has not not upgraded there infrastructure as they should, to maintain the level of service that was promised at time of connection Final Business Response / [redacted] (4000, 9, 2015/11/06) */ November 6, [redacted] Re: Revdex.com Case # XXXXX Dear Mr***, Thank you for your follow up correspondence to the Revdex.com concerning the performance of your Rural Connect service In relation to the quality of the service, we can verify that the services are working within the parameters of the programIn reviewing the historical speed graphs for your account, we have been able to identify that the speeds of 1-Mbps have been achieved regularly We understand that with the exponential growth happening in internet usage over the past few years, which continues to trend, customers expect moreWe strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service like that which Broadband for Rural [redacted] was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option We recognize that this service is not meeting your needsWe are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents who fall within the Broadband for Rural [redacted] areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across [redacted] If you have any questions, please feel free to contact us at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink Customer Care Final Consumer Response / [redacted] (4200, 11, 2015/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I try to do speed test and they time out , and are not able to connect, I will start taking screen shots of the .31, as for the "historical speed test", you jsu do keep the one that are below the listed Also you response does not justify gouging another $A reputable business would keep to there original agreement until they could offer another product [redacted] e? [redacted] P.S I just did a speed test nov XX XXXX XXXpm look that up in the historyor do you not realize the customer can do speed test??
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com regarding your request to have your drop buried, as well as your poor customer experienceAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We had gone out to your location on [redacted] th and were able to locate approximately three feet of exposed wire near the fence at the top of your propertyThe wire has since been buriedWe attempted to contact you on two separate occasions and we regret that we were not able to speak with you again following our initial conversation on [redacted] th to fully understand the situationIn light of the situation, I have placed a $**[redacted] credit adjustment onto your account Please accept our apologies for the frustration you encountered while waiting for this work to be completed Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Director, Customer Experience Eastlink
Initial Business Response / [redacted] (1000, 13, 2016/11/28) */ [redacted] Thank you for your correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ( [redacted] )I appreciate the opportunity to address your concerns about this unique service Although [redacted] met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming This service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the [redacted] network can deliver, like SD and HD quality content from [redacted] for exampleAs [redacted] is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of dataThe strength of the signal to your home can also be impacted by various outside factors including, but not limited to, foliage I understand that our technical team was able to verify improved signal strength to your home after our visit on November 2ndOur Senior Technical staff have since verified that the services are working within the parameters of the programAs you've expressed that you remain unhappy with the service, we are pleased to provide you with a credit for your last two month's service fees, to allow you time to pursue other options for internet serviceShould you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took several weeks and cancelled appointments for the technical team to show up, and when they did, they were supposed to come in the afternoon, but showed up in the morning when I wasn't home, so they were unable to check things inside the houseAll they did was point my signal to a different tower.I still have the same problem-half the time the internet doesn't work at all and when it does, it is often too slow to be able to do the "basic" things Eastlink tells me I'm allowed to do with this serviceTheir idea of improved service is going from Mbps to MbpsIn my opinion, the service is not improved and certainly not fixed They keep telling me to look for another provider, but there are no other options, which is why I have the rural connect in the first place [redacted] Final Business Response / [redacted] (4000, 20, 2016/12/09) */ [redacted] Thank you for your follow up correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ( [redacted] ) Please allow me to offer my apologies for the frustration you have experiencedI want to assure you that we feel very strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring we communicate effectively with our customers and provide an exceptional customer experienceWe have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward Our Senior Technical staff have verified that your services are working within the parameters of the programAt this time, there are no additional steps that can be taken to change your serviceFurther to our last communication, a credit adjustment of $ [redacted] was placed on your account Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements Sincerely, [redacted] Final Consumer Response / [redacted] (4200, 22, 2016/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You say that you feel strongly about addressing technical issues, but yet you were not quick about it, nor are they really addressedI do not wish to cancel my service, as unfortunately, this is my only option for internetThe service is still only works part of the time, which you should not consider to be 'within parameters' [redacted]
Initial Business Response / [redacted] (1000, 7, 2016/10/27) */ [redacted] Thank you for your correspondence to the Revdex.com regarding the delay in processing the refund on your accountAt Eastlink, we always appreciate the opportunity to address our customers’ concerns so that we can continue improving the quality of our products and services On behalf of Eastlink, I would like to offer my apologies for the poor customer service experience, and want to assure you that we are committed to providing our customers with superior serviceWe reviewed the interactions and identified that the refund was delayed as a result of administrative errorsWe have taken the necessary steps to prevent this situation from occurring again in the future During the conversation with [redacted] on October 26th, we confirmed that the refund had been receivedShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) As outlined in the forwarded letter from Eastlink, I received my refund promptly (within week) after my complaint was filed, as requestedI received a phone call and apology from a representative at Eastlink and I am satisfied with this outcomeI consider this matter resolved
Initial Business Response / [redacted] (1000, 5, 2017/06/22) */ June 15, [redacted] Thank you for your follow up correspondence to the Revdex.com regarding the concerns with your Rural Connect Internet service (Broadband for Rural Nova Scotia) I understand you continue to be frustrated when you are not able to use the service in a manner you require and trust that our previous letter dated April 19th, fully explained the nature of the service to which you subscribeFurther to that communication, we have investigated your concerns and found that your service is performing as expected, and that you are successfully transmitting large volumes of data (please see enclosed) Although the service met the demand and requirements at the time it was introduced, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streamingWe strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service such as the Rural Connect (Broadband for Rural Nova Scotia) was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option I regret if there was a miscommunication about plans to upgrade services in your areaAfter reviewing your most recent interaction with our representative, Courtney, [redacted] your service by We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents in Broadband for Rural Nova Scotia areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across Nova Scotia, but we have no immediate plans to offer any different services in your area Thank you for taking the time to contact us with your concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed on three occasions by [redacted] tthatbservice upgrades WILL be actioned and improvements WOULD be done by I was also told by the rep from [redacted] in connection to mmy [redacted] complaint again improvements by It was only AFTER my [redacted] complaint went to investigation that [redacted] reversed that statement and stated NO upgrades or improvements would be happening at allThis is completely unacceptable [redacted] also lied to [redacted] and stated I was satisfied with this outcomeAgain lies and falsehoodsThey have misrepresented their position regularly, have never offer any assistance and will not reduce my bill as the service has gone from bad to horrible to unable to utilise the serviceThis forces me to use data! I did not have a data cap on signing up for [redacted] , and [redacted] advertised their service for streaming, such as [redacted] and video chattingEven though itbis reported to be functioning, it is NOT functioning I The manner advertised [redacted] has no intention of improvements for my area after all and after constant reassuranceI would have improved service by This was a fraudulent expectation given to me [redacted] has a responabilty to its paying customers to be honest and transparentThey are NOT, and the information supplied to me proves they are not ethical or honestI am not satisfied with [redacted] 's response nor their lies in this matter, not their refusal to upgrade a bad product that is substandard for customers needsThis is complately unacceptable Final Business Response / [redacted] (4000, 9, 2017/06/30) */ I am writing in response to Ms [redacted] 's most recent complaint regarding her Rural Connect Internet service [redacted] has been working to resolve Ms [redacted] 's complaint since she first filed with the [redacted] in March, without successWe are very sensitive to Ms [redacted] 's concerns and understand and appreciate that customers use the internet differently today than even a few years agoAlthough Rural Connect service met the demand and requirements for which it was initially intended, the way people use the internet has evolved dramatically over the past couple of years; in fact, internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth video streaming As we've outlined before, the Rural Connect service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality video streaming contentBecause it is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download very high volumes of data To address Ms [redacted] 's complaint, [redacted] has not advertised Rural Connect Service as being suitable for [redacted] streaming as she asserts in her complaintNor has [redacted] committed to improving her services explicitly by as she claimsWe have verified that Ms [redacted] 's service is working as it was intended, and believe that Ms [redacted] is dissatisfied with the Rural Connect productAs such, we have offered that should she wish to voluntarily disconnect her services effective August 5th, 2017, we would be happy to reimburse her for the last month of service ($***+tax)This should provide Ms [redacted] with an opportunity to seek out an alternative service provider, such as [redacted] t, which may be available in her areaIn addition, we encourage Ms [redacted] to speak with her local government officials to see what sorts of long term sustainable solutions might be available in her area in the future We trust that this resolves this complaintShould you have any additional questions or concerns, please give me a call Thank you, [redacted]
Initial Business Response / [redacted] (1000, 8, 2016/06/30) */ Dear [redacted] , Thank you for your correspondence to the Revdex.com [redacted] We apologize for any misunderstanding related to the billing chargesOur records indicated that a conversation took place regarding a service agreement to provide a [redacted] at no charge if a subscription to cable, internet and telephone was maintained for a duration of the three yearsAs indicated in your letter, the cancellation of services on May 25, 2016, resulted in an early termination fee (ETF) of $ [redacted] In the interests of good customer service, the charges have been reversed We regret that you are no longer a customer of ours and hope to have another opportunity in the future to become your provider againShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted] Eastlink Customer Care Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response, as I indicated in my original complaint that I believed the charge to be invalidAlso, I would not hesitate to deal with Eastlink in the futureThank yo to the Revdex.com for their help in this matter
Initial Business Response / [redacted] (1000, 7, 2017/01/05) */ [redacted] Dear [redacted] Thank you for your recent submission to the Revdex.com regarding the final balance on your Eastlink Wireless accountAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We regret that we were not able to reach you in an effort to discuss your concerns regarding the final balanceWe understand that there was a miscommunication about what the final balance on your account would be, and as a result we have issued a credit in the amount of $ [redacted] as a gesture of good customer serviceYour account is now closed, and the remaining balance is $ We hope that in future you may consider Eastlink as your wireless provider once again Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/09/30) */ [redacted] Dear [redacted] , Thank you for your correspondence to the Revdex.com regarding the disconnection of your services and your customer service experience We take your concerns very seriously, and have reviewed your interactions with our teamI want to assure you that your customer service experience is unusual to our business practicesOur team did not follow our current process for the appropriate review of old outstanding debtsWe have completed an internal review with our team, and specific coaching with the agent related to your case to ensure this is rectified I sincerely apologize for the inconvenience caused by the disconnection of your services for account [redacted] on September 8th related to an outstanding balance from account [redacted] As discussed on September 22nd, we are not holding you responsible for the balance on account [redacted] as this balance related to services from 2011, and you had become an active customer once again on July 16, I hope that we will be able to rebuild your trust in our servicesWe value you as a customer and very much appreciate your business Should you have any additional questions about this matter, please contact me at [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, **16/11/03) */ [redacted] Dear [redacted] Thank you for your correspondence to the Revdex.com regarding your concerns with Rural Connect Internet service ( [redacted] ) We are very sensitive to your concernsOur decision to implement internet allowances on the Rural Broadband service was not made lightlyHowever, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming As Rural Connect is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of dataWe hope and expect that monthly allowable usage will help manage internet traffic to ensure customers have fair and equal access to our serviceUsage programs like this are not unusual and other providers of internet use similar programs to help manage internet traffic With your particular plan, we include a data allowance of GB of included usage each monthAlthough additional usage is $ [redacted] per GB, we protect customers by ensuring that they will never be billed more than $**Going forward, we recommend monitoring your usage to understand your monthly usage habits and make adjustments if you need to Should you have any additional questions about the program, please contact us at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2017/08/23) */ August 23, [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com regarding your Eastlink servicesAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services Please accept our apologies for the frustration you encountered while trying to get this issue resolvedAfter reviewing your account, we found that a digital receiver we removed from your home when you upgraded to a DVR in November 2011, was still being billed in errorFurther to your conversation with***, we have applied a credit of $ [redacted] plus tax to cover the cost of the digital receiver back to November This credit will appear on your next billing statement and your monthly rate will be $ [redacted] plus tax going forward Should you have any further questions or concerns, please don't hesitate to contact [redacted] at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/10/28) */ October 28, [redacted] Re: Revdex.com Case # XXXXX Dear Mr [redacted] , Thank you for your correspondence to the Revdex.com regarding the technical issues you were experiencing with your computerAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services During a conversation [redacted] on October 26, 2015, you stated that your computer has been working properly for the past week and that you have changed internet service providersI sincerely apologize that we were unable to resolve your concerns prior to you taking your business to another provider Should you have any additional questions about this matter, please contact Doug at X-XXX-XXX-XXXX ext* Thank you, [redacted] Retention Team Manager Eastlink Customer Care
Initial Business Response / [redacted] (1000, 5, 2016/11/12) */ [redacted] We have received your complaint to the Revdex.com concerning your Eastlink Wireless serviceWe have attempted to contact you by phone to discuss the situation with your locked device and have been unsuccessful We understand that you have purchased a used [redacted] and attempted to use this device on your Eastlink accountThe [redacted] you were using was registered as a stolen device on the [redacted] As a participating carrier, we cannot allow it to be used on our network, nor can we remove the device from the blacklist enabling it to be used on other carriers' networks [redacted] We value you as a customer and apologize for your experience with this used deviceIf you have any questions or concerns please contact us at [redacted] , and we'll be happy to assist Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I bought that phone, I went to eastlink in [redacted] and they had checked the phoneIt wasn't blacklisted at the timethey opened an account and activated the phone for meI had been using the phone on eastlink network for close to a monthuntil I found out that eastlink blacklisted the phonethey should have told me at first that I could not use the phonebut instead an account was open and phone activatedI don't see why I should pay the priceif I knew the phone was blacklisted I would have not tried to activate it with eastlinkbut they did check the phone and it wasn't blacklistedI'm asking to get the phone remove from the black list and unlockI think eastlink should assume the lossthey already do with the phone anywayso why trying to penalize an honest customer
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ [redacted] Re: Revdex.com Case #: [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com concerning the experience you've had in transferring services to your new residence Initially, the request to transfer services was in question due to a prior balance owing from a previous address listed under your name, which showed matching customer identification and payment history on both accounts As discussed with [redacted] on [redacted] **rd, we have decided to transfer your services based on your existing relationship with EastlinkYour service will be installed on [redacted] Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at [redacted] Sincerely, [redacted] Retention Team Manager Eastlink Customer Care
Initial Business Response / [redacted] (1000, 5, 2017/02/15) */ February 16, [redacted] Dear [redacted] Thank you for your correspondence to the Revdex.com the price of your Eastlink Services We feel very strongly at Eastlink about providing our customers with a range of excellent products and services at a competitive price, that you can customize to fit your lifestyleAlthough we do our best to absorb the rising cost of doing business, we sometimes adjust rates to help cover our increased costsWe are also pleased to offer promotional discounts from time to time, to both new customers and as a way to recognize long term and loyal customersThe changes you have detailed in monthly pricing are a result of a small price increase in December to cover our rising costs and the expiration of a promotional discount in October I regret that you were disappointed by the loss of one of your channels after moving to the Essentials + bundle on January 31stFurther to your conversation with our representative, [redacted] on February 8th, the first bill following the change to your services was higher than expected due to prorated charges and internet usage from your previous billing periodI understand that [redacted] offered an option for additional savings for months, which you acceptedAs discussed, your new monthly rate will be $ [redacted] +tax per month for months [redacted] also confirmed that the issues described in your complaint surrounding internet connectivity appear to have been resolved following the removal of your router We appreciate your business and are always willing to speak with you to review your Eastlink services or provide you with information about our current offers, new products and promotionsShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/05) */ Jan 5, [redacted] Re: Revdex.com Case # XXXXX Dear Mr [redacted] , Thank you for your correspondence to the Revdex.com concerning your Internet connectionAt [redacted] we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We have attempted to reach you on several occasions, and unfortunately were unable to make contactWe would like to apologize for the frustration this experience has caused, as well as for the amount of time taken to resolve your issuesUpon review of your account, it appears the issue has been resolved; however we have not yet received confirmation of this [redacted] values our customers and we look forward to continuing to serve youIf you have any further questions or concerns; please do not hesitate to contact our Customer Service at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink
Initial Business Response / [redacted] (1000, 11, 2016/08/31) */ [redacted] Dear [redacted] , Thank you for your correspondence to the Revdex.com regarding your recent experience following the cancellation of your accountAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services Following the disconnection of your account [redacted] , we generated a statement showing a balance owing of $ [redacted] [redacted] , we sent a letter to your home, outlining the past due balance including the cost of rental equipment, and advising that we required immediate payment in order to avoid further collection activityOn [redacted] , we generated an additional statement including the cost of lost equipment in the amount of $ [redacted] and your account was sent to [redacted] , the collection agency, on [redacted] A $ [redacted] credit from your old account on [redacted] was transferred and applied to your balance owing on [redacted] When the equipment was returned on [redacted] , the lost equipment charges were reversed and we sent a statement on [redacted] indicating a remaining balance of $ [redacted] During the course of conducting our administrative functions, another statement was generated [redacted] , showing an adjustment of -$ [redacted] with a $ [redacted] balance which isn't our usual practice and was generated in errorI can appreciate why this was confusingFor your records, I can confirm receipt of your final payment of [redacted] in the amount of $ [redacted] , bringing your account balance to $***Although your account had already been sent to collections in March, in light of the situation, we have been in contact with the credit bureau to have this activity removed from your credit report Should you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you again for bringing this situation to our attention Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (***0, 13, 2016/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eastlink has fully resolved this matter as requestedThey have explained the error and have indicated they are correcting my credit profile due to the error
Initial Business Response /* (1000, 5, *016/01/**) */
*** ***
***
Re: Revdex.com Case # ***
Dear ***,
Thank you for your correspondence to the Revdex.com regarding your recent payments to
***
During your conversation with our representative, ***, on January 21st, 2016, we confirmed that the payment made on January 6th of $*** posted to your account on January 12thUnfortunately, the payment reported as being made on December 30th in the amount of $***, has not postedFollowing receipt of your complaint from the Revdex.com, we initiated an investigation based on the information provided however; we have not been able to locate this paymentWe would suggest contacting your financial institution to inquire about the status of the payment
As of *** 20th, your account has been disconnected and you would be required to pay your entire balance of $*** to restore services
Should you have any additional questions about this matter, please contact *** at *** ext*
Thank you,
***
Initial Business Response /* (1000, 5, 2017/03/17) */
March 17,
***
Thank you for your correspondence to the Revdex.com regarding your request to extend *** services to your
home at ***
We have had our senior staff review your request for *** serviceWe regret to inform you that it is not economically feasible to complete the system upgrades and extensions required to provide these *** services to your address at this time
We were happy to have our representative, *** reach out to you on March 13th and review the cost to extend services to your homeAt this time you asked if having a basement apartment would reduce the cost associated with extending services, and confirmed that it would not
We would like to personally thank you for taking the time to contact us and provide us with an opportunity to review your requestShould you have any additional questions about this matter, please contact ***
Thank you,
***
Voice of the Customer Manager
*** Customer Care
November 14, [redacted] [redacted] ***, NS [redacted] Revdex.com Case # Dear [redacted] Thank you for your correspondence to the Revdex.com regarding your Home Security serviceAt Eastlink, we always appreciate the opportunity to address our customers’ concerns so that we can continue improving the quality of our products and services I apologize for the frustration you experienced when addressing a triggered alarm at your home on August 5thUpon receiving your complaint we conducted a thorough investigation and confirmed that the garage door sensor was triggered at 2:20:and the alarm was disarmed by “User #2” via the panel at 2:20:We reached out to your husband’s contact number at 2:22:and 2:23:however there was no answerAs the alarm was disarmed at the panel within seconds of being triggered, emergency services were not dispatched I understand that while talking to our representative, ***, on November 6th, he reviewed your account and concerns, ultimately processing the disconnection of your Home Security for November 10th per your request As a gesture of good customer service, we have agreed to credit the Early Termination Fee of $Your Internet, TV and Telephone were cancelled on November 6th, and the balance remaining on your account is $A final billing statement was issued on November 10th Should you have any additional questions regarding this ***er, please contact [redacted] at [redacted] Sincerely, [redacted] Voice of the Customer Manager
Initial Business Response / [redacted] (1000, 6, 2017/01/23) */ [redacted] Thank you for your correspondence to the Revdex.com regarding your customer experience after installing Eastlink services We apologize for you're the frustration you experienced following the installation of Internet and Television services on January 16th, when the channel guide did not initializeI understand that when you contacted us to have this addressed, we were unable to resolve the issue remotely and had to book an appointment to have a technician return to your homeI understand that this resulted in your requesting to have the services cancelled the same dayI would like to assure you that we have taken the opportunity to review and follow up on your experience with our staff, as we expect that all of our customers will be able to enjoy their Eastlink services immediately after install As a gesture of good customer service we have removed the installation fee charge of $ [redacted] from your account resulting in a final balance of $ [redacted] I hope that one day you will reconsider having your services with us [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as there are no fees whatsoever, then I will consider this matter closed [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ October 30, [redacted] Re: Revdex.com Case # XXXXX Dear Mr***, Thank you for your correspondence to the Revdex.com concerning your Rural Connect service and the Internet Usage program Our decision to implement monthly included usage on this service has not been made lightlyIt is truly an attempt to provide fair and equal access to this basic Broadband Internet service for all customersLike water and power, usage programs are not unusual and other providers have also found it necessary to manage internet usage with similar measuresThe charge customers see on their bill is tied to how much they used the service beyond the monthly allowable GBBroadband Internet customers may use as much Internet as they like for a maximum usage fee of $ The Rural Connect service is intended to be used, as designed by the government of the day, for basic internet needs like email, e-commerce, accessing government services, general web browsing, social media, and some videoIt is a shared service and was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliverCustomers who use extremely large volumes of bandwidth have a measurable impact on the quality of service for other customers We do see that you have decided to disconnect your services with Eastlink and understand that the Rural Connect service is not meeting your needs at this time If you have any further questions or concerns please feel free to contact us at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well I appreciate your comments on the charge for the extra useBut power and water utilities do not charge residential customers extra , if they consume more then what the opinion of the utility considers acceptableAlso the other utilities that have monopolies do not have there services degrading from the time customer connects to present, which is what has happened with the eastlink rural broadbandMy service has gone down in quality from when I 1st connected to present, and now eastlink wants to charge more? The other utilities in the commercial setting that do charge more for the "extra consumption" it is still at the level of service when the customer started with the utilityIf the utilities get more customers, they make sure there infrastructure is maintained and or enhanced to continue to give the same level of serviceThis has not been the case with eastlink Rural broadband, eastlink either has taken on to many customers out of corporate greed , or has not not upgraded there infrastructure as they should, to maintain the level of service that was promised at time of connection Final Business Response / [redacted] (4000, 9, 2015/11/06) */ November 6, [redacted] Re: Revdex.com Case # XXXXX Dear Mr***, Thank you for your follow up correspondence to the Revdex.com concerning the performance of your Rural Connect service In relation to the quality of the service, we can verify that the services are working within the parameters of the programIn reviewing the historical speed graphs for your account, we have been able to identify that the speeds of 1-Mbps have been achieved regularly We understand that with the exponential growth happening in internet usage over the past few years, which continues to trend, customers expect moreWe strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service like that which Broadband for Rural [redacted] was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option We recognize that this service is not meeting your needsWe are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents who fall within the Broadband for Rural [redacted] areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across [redacted] If you have any questions, please feel free to contact us at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink Customer Care Final Consumer Response / [redacted] (4200, 11, 2015/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , I try to do speed test and they time out , and are not able to connect, I will start taking screen shots of the .31, as for the "historical speed test", you jsu do keep the one that are below the listed Also you response does not justify gouging another $A reputable business would keep to there original agreement until they could offer another product [redacted] e? [redacted] P.S I just did a speed test nov XX XXXX XXXpm look that up in the historyor do you not realize the customer can do speed test??
Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com regarding your request to have your drop buried, as well as your poor customer experienceAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We had gone out to your location on [redacted] th and were able to locate approximately three feet of exposed wire near the fence at the top of your propertyThe wire has since been buriedWe attempted to contact you on two separate occasions and we regret that we were not able to speak with you again following our initial conversation on [redacted] th to fully understand the situationIn light of the situation, I have placed a $**[redacted] credit adjustment onto your account Please accept our apologies for the frustration you encountered while waiting for this work to be completed Should you have any additional questions or concerns, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Director, Customer Experience Eastlink
Initial Business Response / [redacted] (1000, 13, 2016/11/28) */ [redacted] Thank you for your correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ( [redacted] )I appreciate the opportunity to address your concerns about this unique service Although [redacted] met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming This service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the [redacted] network can deliver, like SD and HD quality content from [redacted] for exampleAs [redacted] is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of dataThe strength of the signal to your home can also be impacted by various outside factors including, but not limited to, foliage I understand that our technical team was able to verify improved signal strength to your home after our visit on November 2ndOur Senior Technical staff have since verified that the services are working within the parameters of the programAs you've expressed that you remain unhappy with the service, we are pleased to provide you with a credit for your last two month's service fees, to allow you time to pursue other options for internet serviceShould you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It took several weeks and cancelled appointments for the technical team to show up, and when they did, they were supposed to come in the afternoon, but showed up in the morning when I wasn't home, so they were unable to check things inside the houseAll they did was point my signal to a different tower.I still have the same problem-half the time the internet doesn't work at all and when it does, it is often too slow to be able to do the "basic" things Eastlink tells me I'm allowed to do with this serviceTheir idea of improved service is going from Mbps to MbpsIn my opinion, the service is not improved and certainly not fixed They keep telling me to look for another provider, but there are no other options, which is why I have the rural connect in the first place [redacted] Final Business Response / [redacted] (4000, 20, 2016/12/09) */ [redacted] Thank you for your follow up correspondence to the Revdex.com regarding your concerns with [redacted] Internet service ( [redacted] ) Please allow me to offer my apologies for the frustration you have experiencedI want to assure you that we feel very strongly about addressing any technical issues brought to our attention as quickly as possible, as well as ensuring we communicate effectively with our customers and provide an exceptional customer experienceWe have taken the opportunity to conduct a thorough review of your experience and will use the knowledge to improve going forward Our Senior Technical staff have verified that your services are working within the parameters of the programAt this time, there are no additional steps that can be taken to change your serviceFurther to our last communication, a credit adjustment of $ [redacted] was placed on your account Should you wish to proceed with disconnecting services, please contact [redacted] at [redacted] to make arrangements Sincerely, [redacted] Final Consumer Response / [redacted] (4200, 22, 2016/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) You say that you feel strongly about addressing technical issues, but yet you were not quick about it, nor are they really addressedI do not wish to cancel my service, as unfortunately, this is my only option for internetThe service is still only works part of the time, which you should not consider to be 'within parameters' [redacted]
Initial Business Response / [redacted] (1000, 7, 2016/10/27) */ [redacted] Thank you for your correspondence to the Revdex.com regarding the delay in processing the refund on your accountAt Eastlink, we always appreciate the opportunity to address our customers’ concerns so that we can continue improving the quality of our products and services On behalf of Eastlink, I would like to offer my apologies for the poor customer service experience, and want to assure you that we are committed to providing our customers with superior serviceWe reviewed the interactions and identified that the refund was delayed as a result of administrative errorsWe have taken the necessary steps to prevent this situation from occurring again in the future During the conversation with [redacted] on October 26th, we confirmed that the refund had been receivedShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) As outlined in the forwarded letter from Eastlink, I received my refund promptly (within week) after my complaint was filed, as requestedI received a phone call and apology from a representative at Eastlink and I am satisfied with this outcomeI consider this matter resolved
Initial Business Response / [redacted] (1000, 5, 2017/06/22) */ June 15, [redacted] Thank you for your follow up correspondence to the Revdex.com regarding the concerns with your Rural Connect Internet service (Broadband for Rural Nova Scotia) I understand you continue to be frustrated when you are not able to use the service in a manner you require and trust that our previous letter dated April 19th, fully explained the nature of the service to which you subscribeFurther to that communication, we have investigated your concerns and found that your service is performing as expected, and that you are successfully transmitting large volumes of data (please see enclosed) Although the service met the demand and requirements at the time it was introduced, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streamingWe strongly believe that to meet the wants and expectations of today's Internet user, which is well beyond a basic service such as the Rural Connect (Broadband for Rural Nova Scotia) was intended to provide, the right solution is not to patch the existing system in the short term, but rather to find a long-term, sustainable option I regret if there was a miscommunication about plans to upgrade services in your areaAfter reviewing your most recent interaction with our representative, Courtney, [redacted] your service by We are open and willing to work with government at all levels to consider solutions where we can collaborate to provide an Internet option to residents in Broadband for Rural Nova Scotia areas that delivers a long-term, sustainable service just as we offer in hundreds of rural towns and villages across Nova Scotia, but we have no immediate plans to offer any different services in your area Thank you for taking the time to contact us with your concerns Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed on three occasions by [redacted] tthatbservice upgrades WILL be actioned and improvements WOULD be done by I was also told by the rep from [redacted] in connection to mmy [redacted] complaint again improvements by It was only AFTER my [redacted] complaint went to investigation that [redacted] reversed that statement and stated NO upgrades or improvements would be happening at allThis is completely unacceptable [redacted] also lied to [redacted] and stated I was satisfied with this outcomeAgain lies and falsehoodsThey have misrepresented their position regularly, have never offer any assistance and will not reduce my bill as the service has gone from bad to horrible to unable to utilise the serviceThis forces me to use data! I did not have a data cap on signing up for [redacted] , and [redacted] advertised their service for streaming, such as [redacted] and video chattingEven though itbis reported to be functioning, it is NOT functioning I The manner advertised [redacted] has no intention of improvements for my area after all and after constant reassuranceI would have improved service by This was a fraudulent expectation given to me [redacted] has a responabilty to its paying customers to be honest and transparentThey are NOT, and the information supplied to me proves they are not ethical or honestI am not satisfied with [redacted] 's response nor their lies in this matter, not their refusal to upgrade a bad product that is substandard for customers needsThis is complately unacceptable Final Business Response / [redacted] (4000, 9, 2017/06/30) */ I am writing in response to Ms [redacted] 's most recent complaint regarding her Rural Connect Internet service [redacted] has been working to resolve Ms [redacted] 's complaint since she first filed with the [redacted] in March, without successWe are very sensitive to Ms [redacted] 's concerns and understand and appreciate that customers use the internet differently today than even a few years agoAlthough Rural Connect service met the demand and requirements for which it was initially intended, the way people use the internet has evolved dramatically over the past couple of years; in fact, internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth video streaming As we've outlined before, the Rural Connect service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality video streaming contentBecause it is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download very high volumes of data To address Ms [redacted] 's complaint, [redacted] has not advertised Rural Connect Service as being suitable for [redacted] streaming as she asserts in her complaintNor has [redacted] committed to improving her services explicitly by as she claimsWe have verified that Ms [redacted] 's service is working as it was intended, and believe that Ms [redacted] is dissatisfied with the Rural Connect productAs such, we have offered that should she wish to voluntarily disconnect her services effective August 5th, 2017, we would be happy to reimburse her for the last month of service ($***+tax)This should provide Ms [redacted] with an opportunity to seek out an alternative service provider, such as [redacted] t, which may be available in her areaIn addition, we encourage Ms [redacted] to speak with her local government officials to see what sorts of long term sustainable solutions might be available in her area in the future We trust that this resolves this complaintShould you have any additional questions or concerns, please give me a call Thank you, [redacted]
Initial Business Response / [redacted] (1000, 8, 2016/06/30) */ Dear [redacted] , Thank you for your correspondence to the Revdex.com [redacted] We apologize for any misunderstanding related to the billing chargesOur records indicated that a conversation took place regarding a service agreement to provide a [redacted] at no charge if a subscription to cable, internet and telephone was maintained for a duration of the three yearsAs indicated in your letter, the cancellation of services on May 25, 2016, resulted in an early termination fee (ETF) of $ [redacted] In the interests of good customer service, the charges have been reversed We regret that you are no longer a customer of ours and hope to have another opportunity in the future to become your provider againShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted] Eastlink Customer Care Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response, as I indicated in my original complaint that I believed the charge to be invalidAlso, I would not hesitate to deal with Eastlink in the futureThank yo to the Revdex.com for their help in this matter
Initial Business Response / [redacted] (1000, 7, 2017/01/05) */ [redacted] Dear [redacted] Thank you for your recent submission to the Revdex.com regarding the final balance on your Eastlink Wireless accountAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We regret that we were not able to reach you in an effort to discuss your concerns regarding the final balanceWe understand that there was a miscommunication about what the final balance on your account would be, and as a result we have issued a credit in the amount of $ [redacted] as a gesture of good customer serviceYour account is now closed, and the remaining balance is $ We hope that in future you may consider Eastlink as your wireless provider once again Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/09/30) */ [redacted] Dear [redacted] , Thank you for your correspondence to the Revdex.com regarding the disconnection of your services and your customer service experience We take your concerns very seriously, and have reviewed your interactions with our teamI want to assure you that your customer service experience is unusual to our business practicesOur team did not follow our current process for the appropriate review of old outstanding debtsWe have completed an internal review with our team, and specific coaching with the agent related to your case to ensure this is rectified I sincerely apologize for the inconvenience caused by the disconnection of your services for account [redacted] on September 8th related to an outstanding balance from account [redacted] As discussed on September 22nd, we are not holding you responsible for the balance on account [redacted] as this balance related to services from 2011, and you had become an active customer once again on July 16, I hope that we will be able to rebuild your trust in our servicesWe value you as a customer and very much appreciate your business Should you have any additional questions about this matter, please contact me at [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, **16/11/03) */ [redacted] Dear [redacted] Thank you for your correspondence to the Revdex.com regarding your concerns with Rural Connect Internet service ( [redacted] ) We are very sensitive to your concernsOur decision to implement internet allowances on the Rural Broadband service was not made lightlyHowever, this service, as determined by the government of the day, was never intended for large volumes of video streaming over internet applications that require far greater capacity than the Rural Broadband network can deliver, like SD and HD quality content from [redacted] for example Although Rural Broadband service met the demand and requirements of the day, we recognize that the way people use the internet has evolved dramatically over the past couple of years; in fact internet usage has more than doubled in that period of time, due mostly to the large volumes of high bandwidth streaming As Rural Connect is a shared wireless internet service, the quality of the service can be negatively affected by a relatively small number of customers who stream/download high volumes of dataWe hope and expect that monthly allowable usage will help manage internet traffic to ensure customers have fair and equal access to our serviceUsage programs like this are not unusual and other providers of internet use similar programs to help manage internet traffic With your particular plan, we include a data allowance of GB of included usage each monthAlthough additional usage is $ [redacted] per GB, we protect customers by ensuring that they will never be billed more than $**Going forward, we recommend monitoring your usage to understand your monthly usage habits and make adjustments if you need to Should you have any additional questions about the program, please contact us at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2017/08/23) */ August 23, [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com regarding your Eastlink servicesAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services Please accept our apologies for the frustration you encountered while trying to get this issue resolvedAfter reviewing your account, we found that a digital receiver we removed from your home when you upgraded to a DVR in November 2011, was still being billed in errorFurther to your conversation with***, we have applied a credit of $ [redacted] plus tax to cover the cost of the digital receiver back to November This credit will appear on your next billing statement and your monthly rate will be $ [redacted] plus tax going forward Should you have any further questions or concerns, please don't hesitate to contact [redacted] at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 10, 2015/10/28) */ October 28, [redacted] Re: Revdex.com Case # XXXXX Dear Mr [redacted] , Thank you for your correspondence to the Revdex.com regarding the technical issues you were experiencing with your computerAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services During a conversation [redacted] on October 26, 2015, you stated that your computer has been working properly for the past week and that you have changed internet service providersI sincerely apologize that we were unable to resolve your concerns prior to you taking your business to another provider Should you have any additional questions about this matter, please contact Doug at X-XXX-XXX-XXXX ext* Thank you, [redacted] Retention Team Manager Eastlink Customer Care
Initial Business Response / [redacted] (1000, 5, 2016/11/12) */ [redacted] We have received your complaint to the Revdex.com concerning your Eastlink Wireless serviceWe have attempted to contact you by phone to discuss the situation with your locked device and have been unsuccessful We understand that you have purchased a used [redacted] and attempted to use this device on your Eastlink accountThe [redacted] you were using was registered as a stolen device on the [redacted] As a participating carrier, we cannot allow it to be used on our network, nor can we remove the device from the blacklist enabling it to be used on other carriers' networks [redacted] We value you as a customer and apologize for your experience with this used deviceIf you have any questions or concerns please contact us at [redacted] , and we'll be happy to assist Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I bought that phone, I went to eastlink in [redacted] and they had checked the phoneIt wasn't blacklisted at the timethey opened an account and activated the phone for meI had been using the phone on eastlink network for close to a monthuntil I found out that eastlink blacklisted the phonethey should have told me at first that I could not use the phonebut instead an account was open and phone activatedI don't see why I should pay the priceif I knew the phone was blacklisted I would have not tried to activate it with eastlinkbut they did check the phone and it wasn't blacklistedI'm asking to get the phone remove from the black list and unlockI think eastlink should assume the lossthey already do with the phone anywayso why trying to penalize an honest customer
Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ [redacted] Re: Revdex.com Case #: [redacted] Dear Ms [redacted] , Thank you for your correspondence to the Revdex.com concerning the experience you've had in transferring services to your new residence Initially, the request to transfer services was in question due to a prior balance owing from a previous address listed under your name, which showed matching customer identification and payment history on both accounts As discussed with [redacted] on [redacted] **rd, we have decided to transfer your services based on your existing relationship with EastlinkYour service will be installed on [redacted] Eastlink values you as a customer and looks forward to continuing to serve youIf you have any questions or concerns please feel free to contact us at [redacted] Sincerely, [redacted] Retention Team Manager Eastlink Customer Care
Initial Business Response / [redacted] (1000, 5, 2017/02/15) */ February 16, [redacted] Dear [redacted] Thank you for your correspondence to the Revdex.com the price of your Eastlink Services We feel very strongly at Eastlink about providing our customers with a range of excellent products and services at a competitive price, that you can customize to fit your lifestyleAlthough we do our best to absorb the rising cost of doing business, we sometimes adjust rates to help cover our increased costsWe are also pleased to offer promotional discounts from time to time, to both new customers and as a way to recognize long term and loyal customersThe changes you have detailed in monthly pricing are a result of a small price increase in December to cover our rising costs and the expiration of a promotional discount in October I regret that you were disappointed by the loss of one of your channels after moving to the Essentials + bundle on January 31stFurther to your conversation with our representative, [redacted] on February 8th, the first bill following the change to your services was higher than expected due to prorated charges and internet usage from your previous billing periodI understand that [redacted] offered an option for additional savings for months, which you acceptedAs discussed, your new monthly rate will be $ [redacted] +tax per month for months [redacted] also confirmed that the issues described in your complaint surrounding internet connectivity appear to have been resolved following the removal of your router We appreciate your business and are always willing to speak with you to review your Eastlink services or provide you with information about our current offers, new products and promotionsShould you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/05) */ Jan 5, [redacted] Re: Revdex.com Case # XXXXX Dear Mr [redacted] , Thank you for your correspondence to the Revdex.com concerning your Internet connectionAt [redacted] we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services We have attempted to reach you on several occasions, and unfortunately were unable to make contactWe would like to apologize for the frustration this experience has caused, as well as for the amount of time taken to resolve your issuesUpon review of your account, it appears the issue has been resolved; however we have not yet received confirmation of this [redacted] values our customers and we look forward to continuing to serve youIf you have any further questions or concerns; please do not hesitate to contact our Customer Service at X-XXX-XXX-XXXX Sincerely, [redacted] Retention Team Manager Eastlink
Initial Business Response / [redacted] (1000, 11, 2016/08/31) */ [redacted] Dear [redacted] , Thank you for your correspondence to the Revdex.com regarding your recent experience following the cancellation of your accountAt Eastlink, we always appreciate the opportunity to address our customers' concerns so that we can continue improving the quality of our products and services Following the disconnection of your account [redacted] , we generated a statement showing a balance owing of $ [redacted] [redacted] , we sent a letter to your home, outlining the past due balance including the cost of rental equipment, and advising that we required immediate payment in order to avoid further collection activityOn [redacted] , we generated an additional statement including the cost of lost equipment in the amount of $ [redacted] and your account was sent to [redacted] , the collection agency, on [redacted] A $ [redacted] credit from your old account on [redacted] was transferred and applied to your balance owing on [redacted] When the equipment was returned on [redacted] , the lost equipment charges were reversed and we sent a statement on [redacted] indicating a remaining balance of $ [redacted] During the course of conducting our administrative functions, another statement was generated [redacted] , showing an adjustment of -$ [redacted] with a $ [redacted] balance which isn't our usual practice and was generated in errorI can appreciate why this was confusingFor your records, I can confirm receipt of your final payment of [redacted] in the amount of $ [redacted] , bringing your account balance to $***Although your account had already been sent to collections in March, in light of the situation, we have been in contact with the credit bureau to have this activity removed from your credit report Should you have any additional questions about this matter, please contact [redacted] at [redacted] Thank you again for bringing this situation to our attention Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (***0, 13, 2016/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eastlink has fully resolved this matter as requestedThey have explained the error and have indicated they are correcting my credit profile due to the error
Initial Business Response /* (1000, 5, *016/01/**) */
*** ***
***
Re: Revdex.com Case # ***
Dear ***,
Thank you for your correspondence to the Revdex.com regarding your recent payments to
***
During your conversation with our representative, ***, on January 21st, 2016, we confirmed that the payment made on January 6th of $*** posted to your account on January 12thUnfortunately, the payment reported as being made on December 30th in the amount of $***, has not postedFollowing receipt of your complaint from the Revdex.com, we initiated an investigation based on the information provided however; we have not been able to locate this paymentWe would suggest contacting your financial institution to inquire about the status of the payment
As of *** 20th, your account has been disconnected and you would be required to pay your entire balance of $*** to restore services
Should you have any additional questions about this matter, please contact *** at *** ext*
Thank you,
***
Initial Business Response /* (1000, 5, 2017/03/17) */
March 17,
***
Thank you for your correspondence to the Revdex.com regarding your request to extend *** services to your
home at ***
We have had our senior staff review your request for *** serviceWe regret to inform you that it is not economically feasible to complete the system upgrades and extensions required to provide these *** services to your address at this time
We were happy to have our representative, *** reach out to you on March 13th and review the cost to extend services to your homeAt this time you asked if having a basement apartment would reduce the cost associated with extending services, and confirmed that it would not
We would like to personally thank you for taking the time to contact us and provide us with an opportunity to review your requestShould you have any additional questions about this matter, please contact ***
Thank you,
***
Voice of the Customer Manager
*** Customer Care