Holly and Erick Home Team Inc.

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. The equipment had sent back with *** tracking no***.
Sincerely,
*** ***

Re: Case No. *** Dear *** ***, Thank you for forwarding *** *** ***’s complaint to usKyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization According to our records, *** *** ***
called KyLinTV sales department on 05/**/and ordered KyLinVoice Unlimited $month contract + one year free TV service through our inbound sales *** **When she placed the order with us, *** ** had offered her a promotional discount for first months at $per month (plus $per month voice Regulatory and Compliance charge) and remaining months at regular price of $per monthThe first month fee and $one-time activation charge and tax for year free TV service (a total of $66.58) was charged upfrontThe contract should expire in May *** *** understood our terms of service policy and authorized us to charge her designated credit card ending *** before we sent out our set-top-box on 05/**/ We have carefully reviewed *** ***’s account after receiving this complaint We listened to the voice recording of *** ***’s phone conversation with CiciDuring their conversation, Cici mentioned a few times that in order to receive the promotional discounted rate, *** *** needs to order the service with month contract with usHowever KyLinTV offers a day free trial*** *** would be able to cancel the service for any reason within this free trial periodThe free trial period will start to count right after *** *** receives our boxAfter the free trial period, contract will become effective and therefore we expect *** *** to fulfill his month contract with usDuring the sales call, *** *** should have fully understood her commitment for this month contract plan *** *** didn't call us to cancel service within the day free trialShe contacted our call center on 05/**/to acknowledge the receipt of the boxes and re-confirmed packages and agreementsThe first cancellation request we received from her is on 07/**/16, about two months after the contract was executedThe reason *** *** gave to us for cancellation is that her contract with another VOIP/IPTV provider is still effective, and she would have to break the contract with that provider and probably has to pay penalty if she switches the service to usPutting this in consideration, we checked *** ***’s account, and she didn’t really have any usage, therefore we decided to let her cancel the service without paying $early termination feeHowever the free TV activation fee/tax and monthly fees that had been charged can’t be refunded We received a notice from *** ***’s credit card company on **/**/*** *** disputed monthly charge of $each for the service periods from 06/**/to 07/**/and from 07/**/to **/**/We tried our best to negotiate with *** ***, but *** *** refused to pay back this amountWe are forced to send *** ***’s account to a collection agency therefore a dollar collection fee was occurredThe total amount sent to collection was $49.28, including monthly charges of each and dollar collection fee We received a check from *** *** for $on 01/**/17and her account was withdrawn from the collection on the same day We have totally charged *** *** $including followings: year Free TV activation fee and tax $month Subscription charge from 05/**/to **/**/(12.14/Month) $Collection fee $ In *** ***’s complaint, she mentioned that we have charged her over dollarsThis is not a true statement *** *** also mentioned that we charged her for the services she never usedPlease note we are charging for the service available to our customersThat means no matter if the customer uses our service hours a day and days a month, or the customer never uses the service, we will charge the same equal amount We have again talked with *** *** during the past weekAs an one-time courtesy, we are willing to refund $to *** ***If *** *** accepts this as a settlement, she needs to confirm her acceptance to Revdex.comOnce we receive the notice from Revdex.com, we will mail out a refund check of $to her Please contact us at ###-###-#### or ***if there might be any questions of further concerns Sincerely, Zh*** W*** Administration Specialist

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 and the matter has been resolved
Sincerely,
*** **

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*** *** *** *** Dear *** ***,
Thank you for forwarding *** *** *** complaint to usKyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization According to our records, *** *** *** (KyLinTV account registered name: *** ***) became our loyal customer in April She ordered KyLinVoice Unlimited Month Contract package at a promotional monthly price of $with an additional $regulatory and compliance feeThe total monthly charge is $18.34. Her month contract with us would expire on April **, *** *** understood our terms of service policy and authorized us to charge her designated credit card ending in before we sent out our VoIP set-top-box to her on 04/**/ We have carefully reviewed *** *** account after receiving this complaintOur automatic system failed to charge *** ***’s credit card on 01/**/for service period from 01/**/to 02/**/We have tried to contact her via emails and phone calls to urge her for credit card update but could not get in touch with herAfter failed attempt of charging, our system inactivated her account and our service to her was terminated on 02/**/ *** *** called our customer care on 02/**/and provided us with her new credit card numberOur senior customer service representative Linda Ip spoke with her and immediately re-activated her account after successfully charging her new credit cardWe didn’t notice that *** *** still could not use our phone service after account reactivationOur technician finally spoken with her on 03/**/and solved the problemThe issue was caused due to her internet connection to our VOIP set top box *** *** also complained about her experience to communicate with our customer care deptin EnglishWe are very sorry for the inconvenienceSince a large percentage of our customers can speak Chinese or have Chinese speaking family members, our customer service representatives are required to speak ChineseHowever we do have representatives that speak perfect English and can talk to English speaking customers without an issueWe have explained this to *** *** and apologized to her. We believe *** *** had fully understood this Since *** *** didn’t use our service for about weeks for the internet connection issue, we had refunded her month subscription feeThe total refund of $had been made to her credit card ending in *** on 03/**/ This compliant case raised by *** *** should be completely settledIf you may have any questions or other concerns, please do not hesitate to contact me at *** or *** Sincerely, Zhong W*** Administration Specialist

*** *** *** ***
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*** *** *** ***Dear *** ***Thank you for forwarding *** *** ***s
complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, *** *** *** subsricpted to our services on 03/**/He paid $box deposit by credit card. *** ***cancelled his service on 03/**/and we received his leased equipment in the beginning of April 2015. Upon receipt *** ***s complaint, we promptly worked with our account department and proceeded to credit back $of set top box deposit and mailed it to him yesterday by priority mailThe tracking # of the package is *** *** *** *** *** ** and theexpected delivery will be 07/**/as per ***Please see attached photo copy of the check.We have contacted *** *** to explain our refund procedure, and apologized to him for any inconvenience that we have caused, and believed this complaint raised by *** *** has been completely settled and this case should be closed. Should you require any additional information, please do not hesitate to contact me at ###-###-#### or ***. Sincerely, Zhong W*** ***

Revdex.com:
My complaint is served as a warning to consumer who plans to do business with KlinTVThis business is not the one who keep its wordsIf you need Internet phone service, there are so many better ones, free ones in the market, for example, I am using free Google Voice free.If you don't want to spend tons of time as I did, most propably, your deposit would not get back, so don't do business with this company.After almost months with the help from Revdex.com, they reluctantly returned my deposit, I will close this case thanks to Revdex.com, but the business practice at KlinTV is not acceptable and they should be penalized for misleading customers
It is in reference to complaint ID ***, I close this case and promise will never ever do business with them again
Sincerely,
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

Re: Case No. *** Dear *** ***, Thank you for forwarding *** *** ***’s complaint to usKyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization According to our records, *** ***
*** called KyLinTV sales department on 12/**/and ordered Great Wall TV package with month contract through our inbound sales Martin L**When he placed the order with us, Martin L** had offered him a promotional discount for months at $per month (first months and last months, plus dollar equipment rental charge) and remaining months at original price of $per monthThe first month fee and dollar equipment deposit (a total of $61.99) was charged upfrontThe contract should expire in Dec*** *** understood our terms of service policy and authorized us to charge his designated credit card ending *** before we sent out our set-top-box on 12/**/ We have carefully reviewed *** ***’s account after receiving this complaint We listened to the voice recording of *** ***’s phone conversation with MartinDuring their conversation, Martin mentioned a few times that in order to receive the promotional discounted rate, *** *** needs to order the service with month contract with usHowever KyLinTV offers a day free trial*** *** would be able to cancel the service for any reason within this free trial periodThe free trial period will start to count right after *** *** receives our boxAfter the free trial period, contract will become effective and therefore we expect *** *** to fulfill his month contract with usDuring the sales call, *** *** should have fully understood his commitment for this month contract plan *** *** didn't call us to cancel service within the day free trialThe only cancellation request we received from him is on 03/**/16, more than three months after the contract was executedThe reason *** *** gave to us for cancellation is that he was moving to a new placeOur senior customer service representative Linda Lp explained to *** *** since this is an internet based TV service, *** *** can bring the box to anywhere within North America and keep receiving service as long as his new home has internet connectionHowever if *** *** insisted to cancel the service, early termination charge will apply and we will charge cancellation fee*** *** agreed to withdraw his cancellation request to avoid paying cancellation fee However on 04/**/2016, our automatic system failed to charge *** ***'s credit card, after failed attempts of charging in about month of time, we will forced to terminate *** ***'s KyLinTV Account in May We found the welcome letter our system automatically generated and sent to *** ***'s email address ***This email address was provided by *** *** *** to Martin during the ordering processIn the welcome letter, we have clearly stated that *** *** has a month contract to fulfill (See attachment) Within the set top box package we sent to *** ***, a copy of KyLinTV terms of service was includedAccording to this terms of service, if customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, customer will be subject to a early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment, as well as charge back of the promotion points Since *** ***'s account has month overdue account balance, and he breached 24M Contract but did return the Set-Top-Box (STB) to us on 07/**/2016, his outstanding account balance is as follows Subscription charge from 04/**/to 05/**/16 Box rental fee from 04/**/to 05/**/16 Promotion points charge back for the first month ($14x3months) Early termination fee ($x months remaining in his term commitment) Collection Fee Box deposit (We use his box deposit to deduct partial early termination fee) -Total: We have tried to contact *** *** in many different methods - calls, emails and mailBut *** *** never respondedTherefore we are forced to send *** ***'s account to the collection We have again called *** *** several times after receiving this Revdex.com complaint*** *** didn't answer this phone and didn't return our voice mail eitherAt this moment, we are unable to solve the caseWe would like to speak with *** *** to discuss on a settlementPlease urge *** *** to contact us at ###-###-#### or *** Sincerely, *** *** Administration Specialist

Case Number *** Dear *** ***, Thank you for forwarding *** *** ***’s complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationRegarding *** *** ***’s latest request for the refund of
$50 equipment deposit as soon as possible, *** *** paid $Box deposit by credit card ending *** for set of Set Top Box when he subscribed to our services on 04/**/2010. *** *** ’s account was cancelled about years later on 04/**/and we received his leased equipment on 04/**/Once we received the box at KyLinTV shipping/receiving center, our accounting depttried to refund dollars back to *** *** ’s credit card ending in *** right awayHowever the refund was rejected by his credit card company. The failure of refund most likely is because *** *** ’s originally charged credit card ending *** became invalid and we are unable to refund this amount to his new credit card (ending ***)Under this circumstance, our customer service manager Karen L* and Ailsa L* tried to contact *** *** several times on 04/**/by calling the number MrGong left in our system during service registration, but unforturnately we are unable to reach *** *** Ailsa and Karen left messages and asked *** *** to call us back Unfortunately, we didn’t hear back from *** *** afterwardsThe refund was in pending status for about months and waitIng for the customer to call us back After receiving this complaint from Revdex.com, we again tried to call *** *** many times and left messages*** *** didn’t call us backFinally we reached *** *** via email and *** *** agreed us to make the refund via check and provide the refund mailing addressThe refund check was mailed out to *** *** this MorningAttached please find the copy of the check We sincerely apologize for the delay of the deposit refund and any inconvenience we have caused to *** ***Should you require any additional information, please do not hesitate to contact me at [email protected] Sincerely, Zhong W*** Administration Specialist

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 and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
ADVERTISEMENT!! Please issue refund back to our account as promised. ?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: Yes, I got the $refund yesterday thanks to your help. But the reason provided by the company for not being able to credit the deposit back to may credit card is not acceptableI did received a new credit card in Janbut I updated the credit card information immediatelyThat's how the company could still charge the bill automatically to my credit cardBetween February and October in 2016, the company still automatically charged the monthly bill to my new credit cardI wonder how a refund to the same credit card can be rejected.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** **

*** *** ***
To: *** *** ***
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From: *** ***
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Re: Case No ***
Dear *** ***,
Thank you for forwarding *** *** ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization
According to our records, *** *** *** has been KyLinTV’s customer since April *** 2014, and he had subscribed to a KyLinVoice unlimited $month prepaid plan package through our local reseller SkyPro Tek (Reseller ID 2042)*** *** paid a total of $on 04/**/14, including dollar phone box deposit, year unlimited use of phone service charge and local communication tax
*** ***’s prepaid month plan ended on 04/**/Based on our terms of service, we automatically renewed his annual plan after emailing him a system generated plan expiration notice and getting no responseA total of $was charged to his credit card on 04/**/However, *** *** *** contacted our call center on 05/**/and claimed that when he initially ordered our service, the reseller provided him a buy one year get second year free discount.
We didn’t have any promotion like thisThe reseller obviously provided wrong information to *** ***Reseller has been terminated in Septand we are unable to verify this with himOur senior customer service representative *** *** and call center *** *** *** spoke with *** ***, and offered a few discount options including year free TV or free overseas call back number*** *** refused free TV and call back number, but accepted a $off from his original annual charge of $(Tax included)
A refund was made to *** ***’s credit card on 05/**/for $21.78, including $subscription fee and $taxAs a result, *** *** agreed to stay with us for more year from 04/**/to 04/**/at final cost of $
We believed this complaint raised by *** *** has been completely settled and this case should be closed now.
Should you require any additional information, please do not hesitate to contact me at ***
Sincerely,
***
** *** ***

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 and the matter has been resolved
Sincerely,
** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and my decision is:
KyLin TV's offer: "As an one-time courtesy, we are willing to refund $to *** ***If *** *** accepts this as a settlement, she needs to confirm her acceptance to Revdex.comOnce we receive the notice from Revdex.com, we will mail out a refund check of $to her."I accept this offer as settlement to this issue
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Dear [redacted],Thanks for conveying the response
from [redacted]. Carefully read the response and the attached welcome letter,
I am disappointed at their attitude in settling this issue.Firstly, I never received any contract
or welcome letter either from the set-top-box or by email. For the attached welcome
letter, I have sufficient evidence to prove that it was forged:1. I never had an email address [redacted],
which is showing in the attached welcome letter and
they claimed that they sent the letter to when I started the service. However, the email address I provided to them was exactly the same as that I provided to Revdex.com for this complaint. Carefully checked my email box, I found the first email they sent to me on 12/**/2015 in which they only provided my account and initial password for login to their system. Please find the attached screenshot and print version of this email. It clearly demonstrates that they contacted me by the address I provided from the very beginning, and is not [redacted]. Given this, how could they send a letter to an email address I never had and is totally different from which they were already using to contact me?2. Opening the welcome letter by Abode Acrobat and checked the properties of this PDF file, I noticed that it was created and modified on 10/**/2016. And also, it is created by Microsoft Word 2010. As they claimed, this letter was sent to me on 12/**/2015. However, how could they send me the letter on 12/**/2015 which was created on 10/**/2016 when was almost one year later and just before they respond my complaint? Please find the attached my marker on this PDF file.For these reasons, I believe the welcome letter was fabricated as an evidence for replying.In addition, I usually busy with
work, and do not answer any unknown phone call. I hope [redacted] or KylinTV could
settle this issue in writing as soon as possible.I stand my ground. There is no valid
contract between us. I have the right to stop the service and get the deposit
back. My desired settlements remain:1.    Remove my account from the debt
collector. 2.    Reverse any negative credit impact
with rating agencies. 3.    Return the deposit since that they have received the box.4.    Cancel all the illegal contracts
and services they claimed. 5.    Cancel all the groundless bill sent
to me.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved.
Sincerely,
[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 and the matter has been resolved.KyLin TV has offer: "As an one-time courtesy, we are willing to refund $45.86 to [redacted]. If [redacted] accepts this as a settlement, she needs to confirm her acceptance to Revdex.com. Once we receive the notice from Revdex.com, we will mail out a refund check of $45.86 to her." please advise that I accept this offer as a settlement Thanks 
Sincerely,
[redacted]

[redacted]Dear [redacted], Thank you for forwarding [redacted]’s complaint to us....

KyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization. [redacted] claimed in his complaint that the equipment, including TV and voice set-top-boxes we sent to him, are not brand new. [redacted] felt he was cheated and thereforecancelled our service for this reason. Please understand due to the nature of our business, we do recycle the boxes from customers that are not in use of them. But before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping center. We will make sure all the boxes we release are in good working conditions. The boxes might still have some light signs of wear but they are clean and with good appearances. Also [redacted] didn’t purchase these boxes. They are still KyLinTV’s properties. We rent the boxes to [redacted], which means:1. [redacted] didn’t pay any money for the box ownership2. In case the box is damaged during [redacted]’s stay with us, we will replace it at no cost to [redacted]. We will even be responsible for full shipping cost of the replacements.This will well protect our customers’ interests and allow the customers to use the service with no worry.  The equipment recycling will help us to lower the business operation cost therefore keep our prices low. Recycling is also the best way to avoid the waste of resources.As per our terms of service, cancelled customers need to return all the rented equipment back to us at their own cost. However [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on 12/**/14. We sent many notices and called [redacted] to urge him to return the boxes but no positive responses. Therefore [redacted]’s account was sent to collection agency on 05/**/15 for an AR amount of $223, including $198, the value of 2 boxes, and $25.00 collection fee.We spoke with [redacted] again after receiving this complaint. The shipping cost is small and we don’t want to waste any more time arguing this. Therefore we haveagreed and emailed an [redacted] prepaid return shipping label (Tracking # [redacted] to [redacted], and [redacted] agreed to return the boxes in ten business days withthis return shipping label. Once the boxes are received, we will waive the 25 dollar collection fee and withdraw [redacted]’s case from the collection agency.We believed this complaint raised by [redacted] has been completely settled and this case should be closed now.  Should you require any additional information, please do not hesitate to contact me at [redacted].Sincerely, [redacted]

[redacted]
       [redacted]
       [redacted]
       [redacted]
 
[redacted]...

[redacted]
           [redacted]
           [redacted]
           [redacted] Re: Case No.   [redacted] Dear [redacted], Thank you for forwarding [redacted]s complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization. According to our records, [redacted] has been our customer since July [redacted], 2013, and she had subscribed to a KyLinVoice Plus ** month contract plan with a promotion of first 6 months free of subscription charge. [redacted] paid a total of $81.35 on 07/**/13 including $50 equipment deposit, 15 dollar shipping and $16.35 reactivation fee and tax.  [redacted] understands our terms of service policy before we sent out our box on 07/**/13. We have carefully reviewed [redacted]’s account, and run the following timelines of the major events during [redacted]’s stay with us: 07/**/13 – Order received, charged and shipped. Telephone number assigned. 14 day free trial started 08/**/13 – Box was delivered to [redacted] by UPS. The tracking no is [redacted] 08/**/13 – Free trail ended. Since KyLinVoice didn’t hear from [redacted] for cancellation in 2 weeks after the equipment was shipped out, 2 year contract went into effect. Due to the promotion, [redacted] will receive first 6 months free of subscription charge.   02/**/14 - Free months ended. Started to charge monthly subscription fee and tax $10.89 from [redacted]’s credit card. Successfully charged for monthly service from 02/**/2014 to **/**/2014 **/**/14 – Payment for service from **/**/14 to 04/**/14 was failed. First failed payment date **/**/14 – After 9 failed attempts of charging, our automatic system locked [redacted]’s account. Voice service inactivated. 04/**/14 – Talked with our Customer Service Dept and Tech. Support Dept. (This is the only time [redacted] spoke with Tech Support). KyLinVoice Tech. Support Representitive told [redacted] our fax feature is not guaranteed. 04/**/14 – KyLinVoice provided 1 month free service. [redacted] decided to stay with us and continue the suscription. She updated credit card and allowed us to charge. Successfully charged and account reactivated. 09/**/14 – [redacted] called back to cancel service. Account cancelled. Advised [redacted] early termination fee would apply. 10/**/14 – [redacted] claimed she received a confirmation email from  us that KyLinVoice can waive the early termination fee. But failed to provide the email as an evidence. 11/**/14 – Early termination fee $191.94 applied 01/**/15 – Unreturned STB $49.00 applied after we sent many email notices and made phone call to [redacted] to urge her to return equipment  01/**/15 – Received bank notice that [redacted] disputed USD191.94 and USD49 charged on 11/**/14 and 01/**/15. Early Termination Fee and Unreturn equipment charge. 02/**/15 – Bank made a decision in favor to KyLinVoice and released payment back to us after KyLinVoice submitted all the charge details and terms of service Based on our terms of service, we provide our customers 14 day free trial (after equipment released from our shipping center) and customers can cancel service within this period of time for any reason. No early termination penalty will be charged. However after 14 days, the contract goes into effect , and we will charge for early cancellation. From the above timelines, [redacted] cancelled her KyLinVoice account way after 14 day free trial ends. [redacted] ordered in the end of July 2013, her first contact with KyLinVoice to report problem was on 04/**/14 (almost 9 months after ordering). Her request to cancel the account was on 09/**/14, which is more than 1 year away from ordering. If Fax is a critical and must-have feature to [redacted], she should try it and cancel the service in 14 day free trail to avoid early termination fee.     I would like to clear one confusion here. In [redacted]s complaint, she stated that “we have started the service with KyLin in August 2013 because of their telephone/fax service advertisement of low monthly fee and free trial”. Please understand that KyLinVoice doesn’t guarantee fax function. Our fax feature is inconsistent, which means it may work with some customers, and may not work with others. The reason for this is nothing to do with our box design and technology. It is related to ISP network compatibility with our boxes. Therefore we don’t advertise KyLinVoice as a fax service provider. None of our sales person or customer service representative will tell customers so. It is [redacted]’s assumption that she can send/receive fax with our service. Also according to our Terms of Service, if customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, customer will be subject to a early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s  term commitment, as well as charge back of the promotion points. In addition, customer must return all leased equipment directly to KyLinTV’s designated return center at customer’s own cost within ten (10) business days upon termination or cancellation of the Services. Failure to do so will result in a charge for the difference between the equipment charge per equipment set with tax applicable and the equipment deposit customer paid.  Since [redacted]  breached **M Contract, and she did not return the Set-Top-Box (STB) to us for more than three months, therefore she should be responsible for $132.00 ($12 x 11 months remaining in her term commitment) early cancellation fee,  $59.94 charge back of the promotion which she has earned $9.99 off each month in the first 6 months she stayed with us, totaling $191.94, plus $49 ($99 equipment charge minus $50 equipment deposit) unreturned STB deposit fee. We tried to call [redacted] at least 10 times to find a solution to her complaint, but failed to reach her. We left message but [redacted] didn’t return our phone calls. [redacted] still have our box. If she can return the box to our shipping center at her own cost, we will refund the box cost of 99 dollars.  Also we would like to offer her a 50 dollar discount of the early termination charge. If [redacted] accepts our propersal and agrees to close this complaint case, please mail us a written notice, we will then refund 50 dollars back to her credit card.   Should you require any additional information, please do not hesitate to contact me at [email protected]. Sincerely,  [redacted]