We were able to make contact with the customer and were able to find the right package to fit the customer’s needs. We made the change to her package and resolved an additional technical issue with our FlexScreen product. We also provided 1-month of credit to the account and the customer was satisfied with the outcome.
A June payment made with the customer's credit card on file was declined by the credit card company. Similarly, 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 2016 billing statement had a total balance of $322.87, of which $168.59 was past due carried over from the June 2016 Statement. The customer made a payment of $147.59 on 7/31/16 leaving a balance of $175.28. A payment of $174.78 was received on 8/2/16. 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 normal monthly charges.
Grande reached out to the customer on 3/28/16 to set up an order to port the number back. Grande advised the customer it will take about a week to process and she will contact him if any issues come up.
Complaint: [redacted]
I am rejecting this response because:
When I spoke to the supervisor on 08/05/16 there was no "special" arrangements Made. I was advised going forward ALL payments will need to be made in the office. The supervisor didn't tell me to make the payment that day nor by the 8th to avoid additional charges. This is my point of the complaint: WITHOLDING information to charge additional fees. The representative in the local office read the notes from the supervisor where it states she advised of the 290.16 needed but there's no note of her advising to pay THAT day or any day in particular. As I complained before, you guys don't do what is asked and always provide conflicting information. Just as I advised a representative in the office to stop the auto to prevent any chargebacks...IT DIDNT HAPPEN. Now your supervisor failed to provided adequate information and I have to suffer..WRONG.
Regards,
[redacted]
The customer was given incorrect information. To receive refunds in 3 to 5 business days generally apply to payments made through a credit card or debit card. However, as the customer's payment was made through EFT, electronic fund transfer, refunds generally would take...
approximately 10 business days to process as EFT payments cannot simply be reversed. A credit of two weeks of charges was offered to the customer, and it was accepted. Grande sincerely apologizes for the misinformation and inconvenience the customer experienced.
The customer was paying for the Power 300 Internet Plan. A technician was at the home on a trouble ticket on 3/1/17 and confirmed, at that time, that the customer was getting internet speeds of 310 mbps download and 20 mbps upload.The customer called on 6/5/17 and the...
internet service was upgraded from the Power 300 to the Power 400 Internet Plan at no extra cost for 12 months.
Grande went over the customer's previous conversation when she was offered a free ShowTime and free speed upgrade back in February. The rate that she said we promised was an offer from 2015; the reason why there were changes in the price was because the discount on that offer just expired which is why she is being charged the full rate on that bundle. The Grande agent did try her best to explain the customer's existing bundle and the current bundles that Grande offer. The agent also explained what the surcharges were and the fact that we are not double charging her for any sports package. The agent went over her paper bill which had no indication of anything being billed twice on it.
The billing was adjusted to the customer's satisfaction for the service problems. The customer stated the service was working fine at the moment, but it was something that occurs frequently. A technician visit is scheduled for 8/20/16, and Grande will be working with the customer to...
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...
Grande is working with the customer to resolve the service issue. A Grande Field Tech Supervisor was able to reach the customer on 1/27/15 and scheduled an appointment to meet on Monday, 2/2/15 at 5:45 pm, (the first available time the customer could meet) to troubleshoot the problem from...
Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office. Grande explained the channel drop issue as well. The Grande representative advised if the customer needed anything else at all to call us and we would be...
Grande spoke to the customer and advised him that his equipment was returned on 3/4/14, but he was billed through 3/11/14. A credit of $11.01 was applied to correct the overbilling bringing his final balance to $46.64 which he was responsible for. The customer made a credit...
card payment for $46.64 and the collections (Credit Protection Association) fee was waived. Grande advised the customer that they will send a request to have the account removed from his credit report, but there is no guarantee.
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]
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 customer spoke with a supervisor on 8/15/15 and the channels requested were added at a discounted rate and the customer was satisfied. Grande had not been able to reach the customer regarding this complaint to confirm if she had further concerns.
Grande advised the customer that the refund will become available in his account approximately five days from 1/26/18. The customer's Grande account is closed, however, a credit was applied to his wife's active Grande account for the trouble. We apologize for the inconvenience...
Grande verified that this customer backs up to an existing easement. Our Field Operations is going to install a tap and make this address serviceable. The field tech informed the customer that a Territory Manager would be coming out to speak with him regarding setting up services. We apologize...
Grande contacted the customer and addressed his concerns to his satisfaction. We are able to honor the level of internet speed requested at the price shown as verified. Our Team is made aware of this error and will be looking into it to address and avoid further...
The customer called on 01/09/15 to disconnect services. A Grande Rep asked when he wanted the disconnect order to take place. The customer advised he had already moved out of the residence but had been too busy to call to disconnect. The Rep...
advised him she could set up disconnect for 01/14/15 and if he returned the equipment before that date, his billing would stop. The customer asked for the address to the local office and the Rep gave him the address of [redacted], and gave him hours of that local office. She also advised the customer that there was a drop box outside the office that he could drop the equipment off at. The customer had a statement mailed out on 12/22/14 for cycle period 12/29l14 - 01/28/15 with a balance of $153.68. A payment was received on 01/12/15. The customer’s service was disconnected on 01/14/15 and his billing was stopped on 01/14/15 as he did not return the equipment until 01/15/15. His bill was prorated from 12/29/15 -01/14/15 (17 days) for $75.28, and credits were issued for the difference of $78.40. This credit balance of $78.40 was refunded to the customer's credit card account on 01/15/15. No further charges were posted to this account after 01/14/15.Grande attempted to reach the customer on 04/09/15 and spoke with his cousin and left a message requesting a callback. Another attempt was made to reach the customer today, but was unsuccessful as the customer's voicemail box was not set up.
We were able to make contact with the customer and were able to find the right package to fit the customer’s needs. We made the change to her package and resolved an additional technical issue with our FlexScreen product. We also provided 1-month of credit to the account and the customer was satisfied with the outcome.
A June payment made with the customer's credit card on file was declined by the credit card company. Similarly, 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 2016 billing statement had a total balance of $322.87, of which $168.59 was past due carried over from the June 2016 Statement. The customer made a payment of $147.59 on 7/31/16 leaving a balance of $175.28. A payment of $174.78 was received on 8/2/16. 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 normal monthly charges.
Grande reached out to the customer on 3/28/16 to set up an order to port the number back. Grande advised the customer it will take about a week to process and she will contact him if any issues come up.
Complaint: [redacted]
I am rejecting this response because:
When I spoke to the supervisor on 08/05/16 there was no "special" arrangements Made. I was advised going forward ALL payments will need to be made in the office. The supervisor didn't tell me to make the payment that day nor by the 8th to avoid additional charges. This is my point of the complaint: WITHOLDING information to charge additional fees. The representative in the local office read the notes from the supervisor where it states she advised of the 290.16 needed but there's no note of her advising to pay THAT day or any day in particular. As I complained before, you guys don't do what is asked and always provide conflicting information. Just as I advised a representative in the office to stop the auto to prevent any chargebacks...IT DIDNT HAPPEN. Now your supervisor failed to provided adequate information and I have to suffer..WRONG.
Regards,
[redacted]
The customer was given incorrect information. To receive refunds in 3 to 5 business days generally apply to payments made through a credit card or debit card. However, as the customer's payment was made through EFT, electronic fund transfer, refunds generally would take...
approximately 10 business days to process as EFT payments cannot simply be reversed. A credit of two weeks of charges was offered to the customer, and it was accepted. Grande sincerely apologizes for the misinformation and inconvenience the customer experienced.
The customer was paying for the Power 300 Internet Plan. A technician was at the home on a trouble ticket on 3/1/17 and confirmed, at that time, that the customer was getting internet speeds of 310 mbps download and 20 mbps upload.The customer called on 6/5/17 and the...
internet service was upgraded from the Power 300 to the Power 400 Internet Plan at no extra cost for 12 months.
Grande went over the customer's previous conversation when she was offered a free ShowTime and free speed upgrade back in February. The rate that she said we promised was an offer from 2015; the reason why there were changes in the price was because the discount on that offer just expired which is why she is being charged the full rate on that bundle. The Grande agent did try her best to explain the customer's existing bundle and the current bundles that Grande offer. The agent also explained what the surcharges were and the fact that we are not double charging her for any sports package. The agent went over her paper bill which had no indication of anything being billed twice on it.
The billing was adjusted to the customer's satisfaction for the service problems. The customer stated the service was working fine at the moment, but it was something that occurs frequently. A technician visit is scheduled for 8/20/16, and Grande will be working with the customer to...
resolve the issues.
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.
Grande is working with the customer to resolve the service issue. A Grande Field Tech Supervisor was able to reach the customer on 1/27/15 and scheduled an appointment to meet on Monday, 2/2/15 at 5:45 pm, (the first available time the customer could meet) to troubleshoot the problem from...
inside the customer's home.
Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office. Grande explained the channel drop issue as well. The Grande representative advised if the customer needed anything else at all to call us and we would be...
happy to assist.
Grande spoke to the customer and advised him that his equipment was returned on 3/4/14, but he was billed through 3/11/14. A credit of $11.01 was applied to correct the overbilling bringing his final balance to $46.64 which he was responsible for. The customer made a credit...
card payment for $46.64 and the collections (Credit Protection Association) fee was waived. Grande advised the customer that they will send a request to have the account removed from his credit report, but there is no guarantee.
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]
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 customer spoke with a supervisor on 8/15/15 and the channels requested were added at a discounted rate and the customer was satisfied. Grande had not been able to reach the customer regarding this complaint to confirm if she had further concerns.
Grande advised the customer that the refund will become available in his account approximately five days from 1/26/18. The customer's Grande account is closed, however, a credit was applied to his wife's active Grande account for the trouble. We apologize for the inconvenience...
the customer experienced.
The equipment charge has been removed from the customer's account.
Grande verified that this customer backs up to an existing easement. Our Field Operations is going to install a tap and make this address serviceable. The field tech informed the customer that a Territory Manager would be coming out to speak with him regarding setting up services. We apologize...
for the inconvenience the customer experienced.
Grande contacted the customer and addressed his concerns to his satisfaction. We are able to honor the level of internet speed requested at the price shown as verified. Our Team is made aware of this error and will be looking into it to address and avoid further...
confusions.
The customer called on 01/09/15 to disconnect services. A Grande Rep asked when he wanted the disconnect order to take place. The customer advised he had already moved out of the residence but had been too busy to call to disconnect. The Rep...
advised him she could set up disconnect for 01/14/15 and if he returned the equipment before that date, his billing would stop. The customer asked for the address to the local office and the Rep gave him the address of [redacted], and gave him hours of that local office. She also advised the customer that there was a drop box outside the office that he could drop the equipment off at. The customer had a statement mailed out on 12/22/14 for cycle period 12/29l14 - 01/28/15 with a balance of $153.68. A payment was received on 01/12/15. The customer’s service was disconnected on 01/14/15 and his billing was stopped on 01/14/15 as he did not return the equipment until 01/15/15. His bill was prorated from 12/29/15 -01/14/15 (17 days) for $75.28, and credits were issued for the difference of $78.40. This credit balance of $78.40 was refunded to the customer's credit card account on 01/15/15. No further charges were posted to this account after 01/14/15.Grande attempted to reach the customer on 04/09/15 and spoke with his cousin and left a message requesting a callback. Another attempt was made to reach the customer today, but was unsuccessful as the customer's voicemail box was not set up.