Complaint: [redacted]
I am rejecting this response because: They attempt to call me while I am working. I have to drive several miles to and from work, so I will not use my phone during that time, but as soon as I get to a stopping place I have tried to call [redacted] back several times and go through customer service, who just puts me on hold for 20-25 minutes at a time. If there was a direct # for [redacted] I could have already called her back, but since I have to go through customer care that will not help me at all, and can't seem to put me through to extension [redacted], it's been very difficult to respond to her calls. When I am in my office building I do not have any service at all, and like I said if I am driving I do not answer my phone. If I could get a direct # that I could call that would be great, also if the credit collection company would stop calling me for the billing mistake on Grande's part that would be great too. I hate to be so rude, but enough is enough. I'm fed up with this whole deal!
Regards,
[redacted]
The modem was located at Grande's Corpus Christi location and the charge had been removed from the account. A message was left to inform the customer of the credit. The account is now at a zero balance.
Complaint: [redacted]
I am rejecting this response because:My account does not show the credit and when I call and...
chat with support I am told that they're not capable of updating my account and they're not allowed to send email or written confirmation of the billing change.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] with Grande called me and left a voicemail stating they were waiving $75.17, but the issue is Grande turned me over to a collection agency for non pay when I called several times to get a final billing. I tried to call her back, but I just get put on hold for 15-20 minutes with no response at all. Per my voicemail I am to call [redacted] at ext#[redacted], but I can't seem to be put through. I have the voicemail and can screenshot it if necessary. I want to be cleared from a collection agency that makes it seem like I failed to pay and was cut off for nonpayment and that was not the deal at all! I am still furious and at this time do not accept! Until I actually have proof I am out of collections and all collection fees waived I wil not be satisfied. Grande is making it seem like I owed $433.13 , but they're doing me a favor by taking off 75.17! No! Not right! I want in writing I was cleared from all wrong doing on their behalf and then I will get my final bill paid to Grande not a collection company!!!
Regards,
[redacted]
Revdex.com: Grande Communications ( 2 techs and the supervisor ) were here today for almost 3 hours. They replaced modem along with some other hardware. They still aren't definitely sure why phone was dropping calls but I am satisfied that they understand there was a definite...
issue. The supervisor told us to call him directly if we have any more issues. I am not sure if I said this in my complaint but the main reason this issue was worrisome is because I ( [redacted] ) have a pacemaker and every three months need to use the land line to transmit the pacemaker activity. Thank you for your prompt attention to my issue. [redacted] and [redacted]
Grande had attempted to reach the customer since 7/28/16 regarding her complaint. [redacted] left another message on 8/6/16 to schedule an appointment to complete the work needed. To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account. We apologize for the inconvenience the customer experienced due to the delays.
The disputed amount of $90.00 was billed in error and it has been corrected and reversed. The account is showing a credit amount of $30.49 that will be refunded within 14-17 days.
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]
Complaint: [redacted]
I am rejecting this response because:The company quoted inaccurate phone records and stated them as fact.They kept insisting I was only charged $270 for reconnect but when I asked for them to check the actual charge they came back and said it was $295.00 and that they wanted to 'double check me'.No resolution was given and I asked again. To be switched to the $50/mo plan and again they have misquoted and nor have they complied with the request and issued a refund for their excessive billing and yes it is defined as racketeering by federal law.
Regards,
[redacted]
A Grande supervisor explained the bill to the customer yesterday and addressed the customer's concerns. A $5.00 credit was applied to the account. The customer was satisfied with the discussion and explanations.
The customer had a bundle promotion plan that increased the monthly billing by $15.00 since March 2016. In addition, she carries over a balance every month since January 2016 because of late payment. Furthermore, her account had been suspended for nonpayment multiple times...
(March, May, June, and August of this year) which resulted in accumulated late fees and non-payment fees. This is why her monthly costs have increased during the last months. Grande had been unsuccessfully trying to reach the customer to explain the billing via the two phone numbers that were on file. Messages were left, but Grande received no responses.
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]
Complaint: [redacted]
I am rejecting this response because:the extension does not work. Grande should try calling from outside their own office; it doesn’t work. And 2 weeks after they say they sent the check, it still hasn’t arrived. If they want to blow me off and not pay me back, fine, just please stop lying and wasting my time.
Regards,
[redacted]
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]
The customer confirmed that she did receive the refund to her account. A credit was applied to compensate for the overdraft fee and inconvenience. Grande apologizes for the customer's poor treatment and the inconvenience she experienced.
Complaint: [redacted]
I am rejecting this response because:The extension doesn't work. I tried it repeatedly over multiple days and it never worked. I don't know why they insist that it does. I do know that this entire ordeal has taken an unbelievable amount of time. And at every single point Grande tells me I'm wrong until they agree and then waste even more of my time.I don't accept their response because in every single response they've said something false. I don't understand the policy or pathology. And I can't just can't accept a falsehood as a resolution.
The customer pricing was changed on 6/3/17 for the Power 200 to $46.64 after taxes, surcharges and fees. This rate was backdated and adjusted to reflect his balance. A voice mail was left informing the customer of the above.
Complaint: [redacted]
I am rejecting this response because on 7/7/2017 when I spoke with [redacted] he didn't explain my bill. I was never given a break down of my bill. He made me aware that the reason the balance was high is because a deposit was required but that he would remove the deposit amount if I added a card on file for autopay which I did. On 8/8/17 of 8/9/17 when I spoke with [redacted] he stated "Your going to laugh about this part..we made a error. I'm going to get the services connected for you." My services were turned we're turned back on. On the 10th of August I called because I saw a charge of $370.90 pending from Grande I requested a supervisor and [redacted] called back at 8:26pm CST call lasted 4mins. My bill was never broken down. He stated and I quote "Miss. [redacted] I apologize we made a mistake on the payment and I am going to reserve the funds. You will have those funds back in 2 business days". I am requested those called be pulled and listened to. MY BILL WAS NEVER BROKEN DOWN.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: They attempt to call me while I am working. I have to drive several miles to and from work, so I will not use my phone during that time, but as soon as I get to a stopping place I have tried to call [redacted] back several times and go through customer service, who just puts me on hold for 20-25 minutes at a time. If there was a direct # for [redacted] I could have already called her back, but since I have to go through customer care that will not help me at all, and can't seem to put me through to extension [redacted], it's been very difficult to respond to her calls. When I am in my office building I do not have any service at all, and like I said if I am driving I do not answer my phone. If I could get a direct # that I could call that would be great, also if the credit collection company would stop calling me for the billing mistake on Grande's part that would be great too. I hate to be so rude, but enough is enough. I'm fed up with this whole deal!
Regards,
[redacted]
The modem was located at Grande's Corpus Christi location and the charge had been removed from the account. A message was left to inform the customer of the credit. The account is now at a zero balance.
Complaint: [redacted]
I am rejecting this response because:My account does not show the credit and when I call and...
chat with support I am told that they're not capable of updating my account and they're not allowed to send email or written confirmation of the billing change.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] with Grande called me and left a voicemail stating they were waiving $75.17, but the issue is Grande turned me over to a collection agency for non pay when I called several times to get a final billing. I tried to call her back, but I just get put on hold for 15-20 minutes with no response at all. Per my voicemail I am to call [redacted] at ext#[redacted], but I can't seem to be put through. I have the voicemail and can screenshot it if necessary. I want to be cleared from a collection agency that makes it seem like I failed to pay and was cut off for nonpayment and that was not the deal at all! I am still furious and at this time do not accept! Until I actually have proof I am out of collections and all collection fees waived I wil not be satisfied. Grande is making it seem like I owed $433.13 , but they're doing me a favor by taking off 75.17! No! Not right! I want in writing I was cleared from all wrong doing on their behalf and then I will get my final bill paid to Grande not a collection company!!!
Regards,
[redacted]
Revdex.com: Grande Communications ( 2 techs and the supervisor ) were here today for almost 3 hours. They replaced modem along with some other hardware. They still aren't definitely sure why phone was dropping calls but I am satisfied that they understand there was a definite...
issue. The supervisor told us to call him directly if we have any more issues. I am not sure if I said this in my complaint but the main reason this issue was worrisome is because I ( [redacted] ) have a pacemaker and every three months need to use the land line to transmit the pacemaker activity. Thank you for your prompt attention to my issue. [redacted] and [redacted]
Grande had attempted to reach the customer since 7/28/16 regarding her complaint. [redacted] left another message on 8/6/16 to schedule an appointment to complete the work needed. To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account. We apologize for the inconvenience the customer experienced due to the delays.
The disputed amount of $90.00 was billed in error and it has been corrected and reversed. The account is showing a credit amount of $30.49 that will be refunded within 14-17 days.
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]
Complaint: [redacted]
I am rejecting this response because:The company quoted inaccurate phone records and stated them as fact.They kept insisting I was only charged $270 for reconnect but when I asked for them to check the actual charge they came back and said it was $295.00 and that they wanted to 'double check me'.No resolution was given and I asked again. To be switched to the $50/mo plan and again they have misquoted and nor have they complied with the request and issued a refund for their excessive billing and yes it is defined as racketeering by federal law.
Regards,
[redacted]
A Grande supervisor explained the bill to the customer yesterday and addressed the customer's concerns. A $5.00 credit was applied to the account. The customer was satisfied with the discussion and explanations.
The customer had a bundle promotion plan that increased the monthly billing by $15.00 since March 2016. In addition, she carries over a balance every month since January 2016 because of late payment. Furthermore, her account had been suspended for nonpayment multiple times...
(March, May, June, and August of this year) which resulted in accumulated late fees and non-payment fees. This is why her monthly costs have increased during the last months. Grande had been unsuccessfully trying to reach the customer to explain the billing via the two phone numbers that were on file. Messages were left, but Grande received no responses.
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]
Complaint: [redacted]
I am rejecting this response because:the extension does not work. Grande should try calling from outside their own office; it doesn’t work. And 2 weeks after they say they sent the check, it still hasn’t arrived. If they want to blow me off and not pay me back, fine, just please stop lying and wasting my time.
Regards,
[redacted]
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]
The customer confirmed that she did receive the refund to her account. A credit was applied to compensate for the overdraft fee and inconvenience. Grande apologizes for the customer's poor treatment and the inconvenience she experienced.
Complaint: [redacted]
I am rejecting this response because:The extension doesn't work. I tried it repeatedly over multiple days and it never worked. I don't know why they insist that it does. I do know that this entire ordeal has taken an unbelievable amount of time. And at every single point Grande tells me I'm wrong until they agree and then waste even more of my time.I don't accept their response because in every single response they've said something false. I don't understand the policy or pathology. And I can't just can't accept a falsehood as a resolution.
A refund check in the amount of $66.13 was sent out on June 24, 2015.
The customer pricing was changed on 6/3/17 for the Power 200 to $46.64 after taxes, surcharges and fees. This rate was backdated and adjusted to reflect his balance. A voice mail was left informing the customer of the above.
Complaint: [redacted]
I am rejecting this response because on 7/7/2017 when I spoke with [redacted] he didn't explain my bill. I was never given a break down of my bill. He made me aware that the reason the balance was high is because a deposit was required but that he would remove the deposit amount if I added a card on file for autopay which I did. On 8/8/17 of 8/9/17 when I spoke with [redacted] he stated "Your going to laugh about this part..we made a error. I'm going to get the services connected for you." My services were turned we're turned back on. On the 10th of August I called because I saw a charge of $370.90 pending from Grande I requested a supervisor and [redacted] called back at 8:26pm CST call lasted 4mins. My bill was never broken down. He stated and I quote "Miss. [redacted] I apologize we made a mistake on the payment and I am going to reserve the funds. You will have those funds back in 2 business days". I am requested those called be pulled and listened to. MY BILL WAS NEVER BROKEN DOWN.
Regards,
[redacted]