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
A June payment made with the customer's credit card on file was declined by the credit card companySimilarly, a July payment was declined and returned by the credit card company The autopay feature was removed from the account and the customer was advised of this The account was assessed late fees as well as returned payment fees However, those fees were waived as a courtesy The July billing statement had a total balance of $322.87, of which $was past due carried over from the June Statement The customer made a payment of $on 7/31/leaving a balance of $ A payment of $was received on 8/2/ The reason the monthly bills were sometimes not the same was because full payment was not received against the billing statement balance and late fees and/or returned payment fees were assessed over and above the monthly charges
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 I am requesting the calls be pulled and listened toI was told the company made a mistake by [redacted] and I would be getting my funds back in business days Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The extension doesn't workI tried it repeatedly over multiple days and it never workedI don't know why they insist that it doesI do know that this entire ordeal has taken an unbelievable amount of timeAnd 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 falseI don't understand the policy or pathologyAnd I can't just can't accept a falsehood as a resolution
There is a new customer in Odessa that has the same name and listed username. The domain name for preferred email address may have been entered in error when setting up the account. The complainant is aware that her email address was removed. We apologize for the... inconvenience she experienced.
The customer was notified through a Chat line on 2/4/that the equipment was received and the amount of $should be refunded in the next days or less We apologize for the misinformation the customer received
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,
*** ***
We apologize that the customer was not able to reach the representative who left a message, but the extension she left her correct and valid extension. The customer called on 1/31/and spoke to another agent requesting Grande to stop calling as he could not reach the direct extension. As a result, an email was sent to the customer on 2/1/advising that his refund check was scheduled to be mailed out on 2/9/18.The account did not show a credit as the credit was processed and refunded, thereby, leaving a zero balance
Grande was not able to complete the installation as we were not able to access the neighbor's backyard to the pole to connect the service. However, the installation was successfully completed on 8/10/
Complaint: ***
I am rejecting this response because: This response did not address any issiue whatsoeverThe issues still remain and I am not satisfied in anyway as to this absolute EXCUSE from GrandeI was clear in what I wantedNo one from grande has addressed this specific issue and it is an absolute lie to claim to have done soI would like the area manager of *** *** to contact me and explain this as I have already requested.
Regards,
*** ***
We apologize for any misunderstandingAfter reviewing the account, it appears that the billing has been backdated to 9/4/The fight in question was also credited reducing the balance to with the collection feeBecause the credit for the fight was not reflected on the initial final
statement, we are crediting the collection fee of as a courtesy leaving a final balance of 357.93. The customer would need to pay the to clear her balance with us
The customer ordered a TiVo Mini, but a TiVo Preview was installed instead in error. An order was set up to swap the TiVo box, but the customer had already cancelled her cable serviceGrande was not able to troubleshoot the internet speed issue as there is no record that the customer called
regarding the internet service being slow The customer was charged a $Non-pay Processing Fee and a $Late Fee as full payment was not made to the account. The customer was also charged a $Home Networking Fee (router) which was not part of the bundle. These charges totaled $and were clearly itemized on Page of the customer’s bill. We apologize for the TiVo mix up and that the billing was confusing to the customer. Grande attempted numerous times to reach the customer to discuss her billing, but was unsuccessful
Grande called the customer regarding his inquiry. Customer states he has never gotten a final bill, and does not have address to return modem. Went over call details with customer from 10/22/14, of the customer calling regarding disconnection of his account. "Grande
advised customer he was already disconnected due to non payment and he just needed to return equipment. Customer states he moved earlier in the month but never called us to disconnect so he accepts additional charges thru 10/22. Grande advised the customer he just needed to return the modem. Grande advised that account disconnected on 10/and final balance due is $but once payment is made it will be less than that due to proration. Customer understood and asked how to return the modem. Grande advised he can return the modem to the local office in AustinCustomer advised he would not be back to Austin until November. Grande advised he would want to return it and offered address to mail the modemCustomer states he will be going to Austin on Friday and will return the modem then. Grande gave customer the address for local office. Grande advised customer if he wanted he could also pay the bill at that time and as long as he makes it within the next days he will not be sent to collections. Customer said he understood." Customer is not disputing final balance due on account but is disputing CPA fee and account being reported to his credit report. Explained to customer once balance is paid and equipment is returned, the CPA fee will be waived as a courtesy. Customer states he is not willing to return equipment or pay final balance until we supply him with a Pay to Delete Letter as he does not feel we will remove it from his credit report once he pays and send back equipment. Explained to customer he was advised by Grande that he had days to pay balance or it would be sent to collections, and that we can send a request to see if Back Office will remove account from credit report, but the account cannot be reviewed until account has been cleared. Customer again stated he will not pay until he receives a letter show guarantying that we will remove the account from his credit report. Told customer Grande cannot provide him with this type of letter but will send request to Back Office to see what we can do
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
I still feel that company did not try to get a quicker solution It should not take over days to receive a refund on charges that were not to be charged to my credit card in the first place
Regards,
*** ***
Thank you for your voice mail yesterday on the above referenced case. We are currently still working on this case and hope to provide a response to you by early next week Thank you, ***
A Grande representative spoke with the customer about her mother’s account. The representative let her know that the account will be credited from 10/(the day she said she would send in her Power Of Attorney information) to 11/(the day the acct was closed)
totaling $leaving a balance of $134.67. The customer said that was unacceptable because her mother moved in August. The representative let her know we were not made aware until 9/and they didn’t call back to disconnect until 10/so the full balance cannot be credited. The customer was not satisfied with that response and said they won’t be paying anything
On 1/30/Grande attempted to contact the customer to review the complaint and proposed resolution. The customer claims that our notes and conversations from 12/did not go the way that we have outlined. The customer continues to claim that we raised the restart fee from $to
$270. We did not get a chance to review the proposed resolution with her. The customer stated that she has already contacted the FBI and then demanded to be put on a $package and ‘fix her account’. Unfortunately, she disconnected the call before we could pursue what specifically she wanted with her TV/Internet package. We will continue to make attempts to contact the customer in an effort to resolve her issues
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I was only told that I would be charged for the equipment not bill stoppedI wasn't even using it so why be charged? I didn't see that in fine printNeither was I told the billing would continueThat was not what I was toldAnd when I asked why the first timeHow come they didn't tell me all this the first time I asked?
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
A June payment made with the customer's credit card on file was declined by the credit card companySimilarly, a July payment was declined and returned by the credit card company The autopay feature was removed from the account and the customer was advised of this The account was assessed late fees as well as returned payment fees However, those fees were waived as a courtesy The July billing statement had a total balance of $322.87, of which $was past due carried over from the June Statement The customer made a payment of $on 7/31/leaving a balance of $ A payment of $was received on 8/2/ The reason the monthly bills were sometimes not the same was because full payment was not received against the billing statement balance and late fees and/or returned payment fees were assessed over and above the monthly charges
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 I am requesting the calls be pulled and listened toI was told the company made a mistake by [redacted] and I would be getting my funds back in business days Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The extension doesn't workI tried it repeatedly over multiple days and it never workedI don't know why they insist that it doesI do know that this entire ordeal has taken an unbelievable amount of timeAnd 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 falseI don't understand the policy or pathologyAnd I can't just can't accept a falsehood as a resolution
There is a new customer in Odessa that has the same name and listed username. The domain name for preferred email address may have been entered in error when setting up the account. The complainant is aware that her email address was removed. We apologize for the... inconvenience she experienced.
The customer was notified through a Chat line on 2/4/that the equipment was received and the amount of $should be refunded in the next days or less We apologize for the misinformation the customer received
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,
*** ***
We apologize that the customer was not able to reach the representative who left a message, but the extension she left her correct and valid extension. The customer called on 1/31/and spoke to another agent requesting Grande to stop calling as he could not reach the direct extension. As a result, an email was sent to the customer on 2/1/advising that his refund check was scheduled to be mailed out on 2/9/18.The account did not show a credit as the credit was processed and refunded, thereby, leaving a zero balance
Grande was not able to complete the installation as we were not able to access the neighbor's backyard to the pole to connect the service. However, the installation was successfully completed on 8/10/
Complaint: ***
I am rejecting this response because: This response did not address any issiue whatsoeverThe issues still remain and I am not satisfied in anyway as to this absolute EXCUSE from GrandeI was clear in what I wantedNo one from grande has addressed this specific issue and it is an absolute lie to claim to have done soI would like the area manager of *** *** to contact me and explain this as I have already requested.
Regards,
*** ***
We apologize for any misunderstandingAfter reviewing the account, it appears that the billing has been backdated to 9/4/The fight in question was also credited reducing the balance to with the collection feeBecause the credit for the fight was not reflected on the initial final
statement, we are crediting the collection fee of as a courtesy leaving a final balance of 357.93. The customer would need to pay the to clear her balance with us
The customer ordered a TiVo Mini, but a TiVo Preview was installed instead in error. An order was set up to swap the TiVo box, but the customer had already cancelled her cable serviceGrande was not able to troubleshoot the internet speed issue as there is no record that the customer called
regarding the internet service being slow The customer was charged a $Non-pay Processing Fee and a $Late Fee as full payment was not made to the account. The customer was also charged a $Home Networking Fee (router) which was not part of the bundle. These charges totaled $and were clearly itemized on Page of the customer’s bill. We apologize for the TiVo mix up and that the billing was confusing to the customer. Grande attempted numerous times to reach the customer to discuss her billing, but was unsuccessful
Grande called the customer regarding his inquiry. Customer states he has never gotten a final bill, and does not have address to return modem. Went over call details with customer from 10/22/14, of the customer calling regarding disconnection of his account. "Grande
advised customer he was already disconnected due to non payment and he just needed to return equipment. Customer states he moved earlier in the month but never called us to disconnect so he accepts additional charges thru 10/22. Grande advised the customer he just needed to return the modem. Grande advised that account disconnected on 10/and final balance due is $but once payment is made it will be less than that due to proration. Customer understood and asked how to return the modem. Grande advised he can return the modem to the local office in AustinCustomer advised he would not be back to Austin until November. Grande advised he would want to return it and offered address to mail the modemCustomer states he will be going to Austin on Friday and will return the modem then. Grande gave customer the address for local office. Grande advised customer if he wanted he could also pay the bill at that time and as long as he makes it within the next days he will not be sent to collections. Customer said he understood." Customer is not disputing final balance due on account but is disputing CPA fee and account being reported to his credit report. Explained to customer once balance is paid and equipment is returned, the CPA fee will be waived as a courtesy. Customer states he is not willing to return equipment or pay final balance until we supply him with a Pay to Delete Letter as he does not feel we will remove it from his credit report once he pays and send back equipment. Explained to customer he was advised by Grande that he had days to pay balance or it would be sent to collections, and that we can send a request to see if Back Office will remove account from credit report, but the account cannot be reviewed until account has been cleared. Customer again stated he will not pay until he receives a letter show guarantying that we will remove the account from his credit report. Told customer Grande cannot provide him with this type of letter but will send request to Back Office to see what we can do
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
I still feel that company did not try to get a quicker solution It should not take over days to receive a refund on charges that were not to be charged to my credit card in the first place
Regards,
*** ***
Thank you for your voice mail yesterday on the above referenced case. We are currently still working on this case and hope to provide a response to you by early next week Thank you, ***
Credits were issued, and the customer made payment for the remaining balance. The arrangement was satisfactory to the customer
A Grande representative spoke with the customer about her mother’s account. The representative let her know that the account will be credited from 10/(the day she said she would send in her Power Of Attorney information) to 11/(the day the acct was closed)
totaling $leaving a balance of $134.67. The customer said that was unacceptable because her mother moved in August. The representative let her know we were not made aware until 9/and they didn’t call back to disconnect until 10/so the full balance cannot be credited. The customer was not satisfied with that response and said they won’t be paying anything
On 1/30/Grande attempted to contact the customer to review the complaint and proposed resolution. The customer claims that our notes and conversations from 12/did not go the way that we have outlined. The customer continues to claim that we raised the restart fee from $to
$270. We did not get a chance to review the proposed resolution with her. The customer stated that she has already contacted the FBI and then demanded to be put on a $package and ‘fix her account’. Unfortunately, she disconnected the call before we could pursue what specifically she wanted with her TV/Internet package. We will continue to make attempts to contact the customer in an effort to resolve her issues
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I was only told that I would be charged for the equipment not bill stoppedI wasn't even using it so why be charged? I didn't see that in fine printNeither was I told the billing would continueThat was not what I was toldAnd when I asked why the first timeHow come they didn't tell me all this the first time I asked?