Grande spoke to the customer and explained that the account is currently past due, but agreed to extend the payment due date out to 10/5/15. The customer called Grande stating she was having problems with her channels, but she did not want to troubleshoot. Grande will be happy to go...
over the channels issues if the customer calls in again.
The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer. We apologize for the delay of the refund.
Grande explained to the customer that a port request was received from AT&T on 3/11/16 and they were obligated to release the number in question to AT&T on 3/16/16 per the request. The customer advised that he had contacted AT&T and they were working on the issue.
A Grande representative spoke to the customer yesterday and advised that we will bypass his old roommate's past due balance and set up his own account. The customer was satisfied with the resolution.
Grande advised the customer that his Home Owners Association only pays for basic cable, any additional services above basic cable were to be charged to him. An error was made to the customer's account previously and he was receiving additional channels without...
being charged since 2007. An adjustment had since been made to the account to correct the situation to only receive basic cable. Going forward, the customer would have to pay if he wishes to receive the additional channels.
Grande investigated the customer's concerns and confirmed that he was given the wrong price for his package. The Grande representative spoke to the customer and informed him that she would honor the rate quoted. However, the customer was not interested in getting the new...
package anymore, but wanted his old package back. Unfortunately, the old package was no longer offered and cannot be added back to the account. Grande will refund the difference of the two packages. Grande is reviewing the internal interactions with customers and is providing coaching as it is required. We wishes to apologize for the error made by the Grande representative and for the interexchanges the customer experienced.
Grande reached out to the customer who advised her issues had been handled. The customer was able to contact Customer Care yesterday and made all the changes she wanted to on her account.
A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/17. The customer confirmed that the service appears to be stable since the correction.
Complaint: [redacted]
I am rejecting this response because: Grande sent a tech to the home. He was kind and polite but after several hours the issue is still unresolved. When the technician left the service functioned properly for about and hour and then began to fail again. The tech had reported to me that the equipment provided by Grande was not responding in a correct functioning manner as it should. He reported he would need to return on 2/3/15. The matter is still unresolved and I am unsatisfied. I am paying for Netflix and Microsoft services which I am unable to use as a result of non functioning internet service. I have been charged for internet service that does not function properly. I want to be refunded all charges from Grande until they can provide me with reasonably good functioning internet services which they have failed to provide thus far.
Regards,
[redacted]
Grande explained to the customer that we would not be able to provide outage information to him and he understood. The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/15 and will call back if he had any additional issues.
Complaint: [redacted]
I am rejecting this response because: I am still having issues with Internet. Contacted Terry and he sent out a tech. Tech confirmed problem. Still having issues as of 19th and 20th.
Regards,
[redacted]
The customer was notified through a Chat line on 2/4/18 that the equipment was received and the amount of $47.24 should be refunded in the next 14 days or less. We apologize for the misinformation the customer received.
Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address. We apologize for the delay of refund.
because: I did not resolve via chat, I couldn't get a response except by phone, and they did confirm that I should receive a check for my refund due. Today I received an invoice from Grande. The $560.00 was reversed, but the $20.20 (for the tax on the $560.00) is showing as "DUE NOW." I'm sure that they'll charge me a late fee in the amount I am due back as a refund. I have not received the refund, and I refuse to pay the $20.20 "DUE NOW" because I don't owe it - they owe me the refund.
Regards,
[redacted]
Grande made three attempts to reach the customer, but was unsuccessful. The phone porting is scheduled for 1/24/17. Once the port is completed, appropriate adjustments will be made and credits will be applied to the customer's account.
Grande spoke to the customer who advised the DVR issue had been resolved. A $20.00 courtesy credit was issued to the account for the customer's trouble. We apologize for the inconvenience the customer experienced.
Grande spoke to the customer regarding his final balance. The customer was advised that his balance was $288.92 which was for service from 9/9/15 to 10/20/15, the day he returned his modem to Grande. The balance of $288.92 included a $25.00 non-pay fee. This fee...
was waived, thereby, reducing the balance to $263.92. The final statement reflecting the $288.92 balance, notating the $25.00 credit for the non-pay fee, was emailed to the customer. The customer stated once he looks over the statement, he will pay the balance.
A request was sent to remove the customer's collection hit from the credit report. A voicemail was left to inform the customer of the outcome. We apologize for the inconvenience the customer experienced.
Grande spoke to the customer and explained that the account is currently past due, but agreed to extend the payment due date out to 10/5/15. The customer called Grande stating she was having problems with her channels, but she did not want to troubleshoot. Grande will be happy to go...
over the channels issues if the customer calls in again.
The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer. We apologize for the delay of the refund.
Grande explained to the customer that a port request was received from AT&T on 3/11/16 and they were obligated to release the number in question to AT&T on 3/16/16 per the request. The customer advised that he had contacted AT&T and they were working on the issue.
A Grande representative spoke to the customer yesterday and advised that we will bypass his old roommate's past due balance and set up his own account. The customer was satisfied with the resolution.
Grande advised the customer that his Home Owners Association only pays for basic cable, any additional services above basic cable were to be charged to him. An error was made to the customer's account previously and he was receiving additional channels without...
being charged since 2007. An adjustment had since been made to the account to correct the situation to only receive basic cable. Going forward, the customer would have to pay if he wishes to receive the additional channels.
Grande thanks the customer for his interest in Grande service. However, Grande has no immediate plans to service the customer's area at this time.
Grande investigated the customer's concerns and confirmed that he was given the wrong price for his package. The Grande representative spoke to the customer and informed him that she would honor the rate quoted. However, the customer was not interested in getting the new...
package anymore, but wanted his old package back. Unfortunately, the old package was no longer offered and cannot be added back to the account. Grande will refund the difference of the two packages. Grande is reviewing the internal interactions with customers and is providing coaching as it is required. We wishes to apologize for the error made by the Grande representative and for the interexchanges the customer experienced.
Grande reached out to the customer who advised her issues had been handled. The customer was able to contact Customer Care yesterday and made all the changes she wanted to on her account.
A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/17. The customer confirmed that the service appears to be stable since the correction.
Complaint: [redacted]
I am rejecting this response because: Grande sent a tech to the home. He was kind and polite but after several hours the issue is still unresolved. When the technician left the service functioned properly for about and hour and then began to fail again. The tech had reported to me that the equipment provided by Grande was not responding in a correct functioning manner as it should. He reported he would need to return on 2/3/15. The matter is still unresolved and I am unsatisfied. I am paying for Netflix and Microsoft services which I am unable to use as a result of non functioning internet service. I have been charged for internet service that does not function properly. I want to be refunded all charges from Grande until they can provide me with reasonably good functioning internet services which they have failed to provide thus far.
Regards,
[redacted]
Grande explained to the customer that we would not be able to provide outage information to him and he understood. The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/15 and will call back if he had any additional issues.
Complaint: [redacted]
I am rejecting this response because: I am still having issues with Internet. Contacted Terry and he sent out a tech. Tech confirmed problem. Still having issues as of 19th and 20th.
Regards,
[redacted]
The customer was notified through a Chat line on 2/4/18 that the equipment was received and the amount of $47.24 should be refunded in the next 14 days or less. We apologize for the misinformation the customer received.
Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address. We apologize for the delay of refund.
Complaint: [redacted]
I am rejecting this response...
because: I did not resolve via chat, I couldn't get a response except by phone, and they did confirm that I should receive a check for my refund due. Today I received an invoice from Grande. The $560.00 was reversed, but the $20.20 (for the tax on the $560.00) is showing as "DUE NOW." I'm sure that they'll charge me a late fee in the amount I am due back as a refund. I have not received the refund, and I refuse to pay the $20.20 "DUE NOW" because I don't owe it - they owe me the refund.
Regards,
[redacted]
Grande made three attempts to reach the customer, but was unsuccessful. The phone porting is scheduled for 1/24/17. Once the port is completed, appropriate adjustments will be made and credits will be applied to the customer's account.
Grande spoke to the customer who advised the DVR issue had been resolved. A $20.00 courtesy credit was issued to the account for the customer's trouble. We apologize for the inconvenience the customer experienced.
Grande spoke to the customer regarding his final balance. The customer was advised that his balance was $288.92 which was for service from 9/9/15 to 10/20/15, the day he returned his modem to Grande. The balance of $288.92 included a $25.00 non-pay fee. This fee...
was waived, thereby, reducing the balance to $263.92. The final statement reflecting the $288.92 balance, notating the $25.00 credit for the non-pay fee, was emailed to the customer. The customer stated once he looks over the statement, he will pay the balance.
Grande applied a credit of $37.21 for the full balance of the bill as well as the collections fee to settle the complaint.
A request was sent to remove the customer's collection hit from the credit report. A voicemail was left to inform the customer of the outcome. We apologize for the inconvenience the customer experienced.