Holly and Erick Home Team Inc.

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[redacted]   [redacted] Dear [redacted] Thank you for forwarding [redacted]...

[redacted] complaint to us. [redacted] takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, [redacted] ordered [redacted] Unlimited package at $19.99 per month on August **, 2014 with a 24 month Contract. When he placed the order with us, we had also offered him a promotion with $4.00 off per month due to he had switched hisexisting phone service to us. The contract should expire on August **, 2016. With the application of $4.00 off ($19.99- $4.00= $15.99), sales tax ($0.96) and regulatory/compliance fee ($2.35), his total monthly fee will be $19.30. [redacted] understood our terms of service policy and authorized us to charge his designated credit card ending [redacted] before we sent out our VoIP set top box to him on 08/**/2014.We didn’t really hear from [redacted] until Dec. 2014. Starting from the week of Dec. [redacted] 2014, we had received several phone calls from [redacted]in the following months complaining our phone service doesn’t work or doesn’t work well. Our tech. support personnel did test with him for multiple times but the problem didn’t seem to be solved. It’s an uncommon case and was under investigation. Our tech supportmanager Ken Zh[redacted] was involved in hope to find a solution.Since it is a rare case, our call center customer care staff didn’t know how to solve the issue, and caused some miscommunication with [redacted]. We will certainly use this case to train our call center representatives in handling the situation with more professional behavior. On 08/0*/15, we have cancelled [redacted]’s service as per his request. A $144 early termination fee was automatically applied to his account.We have carefully reviewed [redacted]’s account after receiving this complaint. We should not charge [redacted] early termination fee under this circumstance. Since [redacted] has disputed this payment from his credit card, we have informed our bank and let [redacted] to charge this amount back.We have received VoIP set top box returned from [redacted] on 09/**/15. A 50 dollar equipment deposit refund check was mailed out to him on 10/**/15. Please find the attached copy of the check. We called [redacted] and apologized for all the inconveniences caused to him. Up to this time, we believe the case should have been settled.Should you require any additional information, please do not hesitate to contact me at zhong.w[redacted]@kylintv.com.Sincerely,Zhong W[redacted]Administration Specialist

Re: Case No.   [redacted] – Follow Up     Dear [redacted]   Thank you for forwarding [redacted]’s complaint to us. KyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization.   We are glad the case is settled. We called [redacted] yesterday and confirmed the refund check mailing address. A check of USD45.86 was mailed out to her this morning. Please find the attached the copy of the check (#[redacted]).   Please contact us at ###-###-#### or [redacted] if there might be any questions or further concerns.       Sincerely,     [redacted] Administration Specialist

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[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. I believe we had explained very clearly in our previous response that: We don’t guarantee fax feature. We don’t advertise KyLinVoice as a fax service provider. None of our sales person or customer service representatives will tell customers that. It is [redacted]’s assumption that she can send/receive fax with our service. We do provide free trial. But the free trial period is only 14 days after the equipment was sent out from our shipping center. After free trial ends, 2 year contract will go into effect and we understand it’s [redacted]’s commitment to stay with us for the next 2 years. [redacted] has enough time to test out if the fax feature works or not during 14 day free trial. [redacted] should call us and cancel the service right in free trial period. However [redacted] waited almost 9 months to report us the fax feature issue, and decided to continue the service by updating her credit card and allowing us to charge for the future months even after [redacted] understood fax will not work to her. [redacted]’s account was cancelled more than 13 months after ordering.   We don’t have any record showing any of our representitves promised a full refund to [redacted]. If any of our representatives told [redacted] she will receive refund - please advise the name of that representative, when the representative talked with [redacted] for the refund and how much the representative agreed to refund?  Can [redacted] provide any written evidence? Our understanding at this moment is that it’s [redacted]’s responsibilities to breach the 24 month contract. And we are unable to solve the complaint. Should you require any additional information, please do not hesitate to contact me at [redacted]. Sincerely, [redacted]Administration Specialist

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[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.We have carefully reviewed [redacted]’s account after receiving this complaint. According to our records, [redacted] called us on 06/**/15 and reported that Da-Ai TV (a free religious channel) was not broadcasting properly. Our tech. support department checked immediately and found the problem was caused by content provider’s internet instability. We reported the issue right away but need some time to fix it. All of other channels we carry have no problem.On 06/**/15, [redacted] called us again to cancel the service immediately and requested a $16.99 refund for June 2015 subscription fee.  Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June 2015 subscription fee had been charged and was unable to refund to him based on our terms of service. As a result, we would cancel his account on 06/**/15 (before the next charge date) instead.  According to our terms of service, the customer may cancel his/her subscription for any reason at any time by calling us. The cancellation will take effect on the 1st day of his/her next billing cycle. In the event that the account is cancelled, fees for all VOD movies and TV drama episodes viewed before the termination of the Services will be due immediately and be charged on the designated form of payment. We spoke with [redacted] on 06/**/15, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription fee. The refund of $16.99 will be made in 10 business days and the money will be back to [redacted]’s credit card.  We believed this complaint raised by [redacted] has been completely settled. Should you require any additional information, please do not hesitate to contact me at [redacted]. Sincerely,  [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. Regarding [redacted]’s latest request for the refund...

of $50 equipment deposit as soon as possible,  [redacted] ** paid $50 Box deposit by credit card ending [redacted] for 1 set of VOIP equipment when he subscribed to our services on 10/**/2014.    [redacted]’s account was cancelled 2 years later on 10/**/16 and we received his leased equipment on 10/**/16. Once we received the box at KyLinTV shipping/receiving center, our accounting dept. tried to refund 50 dollars back to [redacted]’s credit card ending in [redacted] right away. However the refund was rejected by his credit card company. Here is the description of the failure:
[redacted]   The failure of refund most likely is because [redacted]’s originally charged credit card ending [redacted] was cancelled and we are unable to refund this amount to his new credit card (ending [redacted]). Under this circumstance, we discussed with [redacted], and as per his special request, we were asked to refund this 50 dollar deposit to him by check which would take 12-14 weeks.   The refund check was mailed out on 02/**/2017. However on 02/**/17, [redacted] called our customer care center informing us the refund was still not received. And on 02/**/17, we received this Revdex.com complaint.   We mailed out a new check for 50 dollars right away on 02/**/17 and made a follow up call to [redacted]. We sincerely apologized for the delay of the deposit check refund and any inconvenience we have caused to him.   Should you require any additional information, please do not hesitate to contact me at zhong.w[redacted]@kylintv.com.   Sincerely,   Zhong W[redacted] Administration Specialist

Date: June [redacted], 2015 To: [redacted], Mediator[redacted] From: [redacted]KyLinTV[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.We have carefully reviewed [redacted]’s account after receiving this complaint. According to our records, [redacted] has been our loyal customer since Sept. [redacted], 2006, and she had subscribed to a 6 month prepay plan and paid a total of $192.99 on 09/**/06. This payment included $180 subscription fee and $12.99 regular shipping charge. (Please find the statement attached)In year 2006, our company didn’t charge any box deposit yet. We started to charge deposit on 03/**/2009. Therefore [redacted] didn’t pay any equipment deposit to us for the box we provided to her in Sept. 2006 (the 1st box). However, in Dec, 2010, [redacted] called in to order a second box. We charged $50 deposit for the 2nd TV box on 12/**/2010. (Please find the statement attached).[redacted] cancelled 2nd TV box in Jan 2011 – a few weeks after ordering and returned the 2nd box to us. We refunded $50 box deposit on 02/**/2011. The refund confirmation number is [redacted]. Please find our record attached. No other boxdeposit needs to be refunded to her.[redacted] also claimed that she contacted our call center to cancel her account on 12/**/14. We checked and [redacted] called our tech. support dept. on this date. We found and listened to the voice recording, and were aware that [redacted] had tech, problems to connect the TV box to her internet, but she never raised any cancellation request during this conversation. Our record also shows [redacted]’s first cancellation request was made on 01/**/15. Our customer service representative advised her we can cancel her account on 01/**/15 since our billing circle started on the 1st day of the month, and we can’t waive her Jan. Subscription fee. However [redacted]refused to pay $21.39 for Jan. service charge. We sent many notices to her for this outstanding amount but no response. Her account was then sent to collection agency with AR $21.39 and additional $25 collection fee on 05/**/15.We spoke with [redacted] on 06/**/15. As a long term customer, we don’t want to see our relationship ends with an argument. We did our best to solve the issue – [redacted] agreed to pay $5.00, and KyLinTV will waive the balance of AR and collection fee. We havereceived $5 payment from her and therefore we had informed collection agency to clear her records and close the case. We believed this complaint raised by [redacted] has been completely settled. Should you require any additional information, please do not hesitate to contact me at [redacted].Sincerely,[redacted]

[redacted] [redacted]   [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.We have tried many attempts to reach  [redacted] after receiving [redacted]'s original complaint through Revdex.com. However either no-one picked up the phone or someone hung up our phone calls. That lead us to believe [redacted] didn’t want to negotiate with us directly. Wetried her again past Monday night, and surprisingly she answered and spoke with us. We proposed to her that we will charge her the 7 free months we offered with promotional plan ($76.23 in total, the free months are only for customers that complete the contract with us) and refund the balance of early termination fee of $115.72. Also once we received [redacted]’s returned equipment, we will then refund box deposit and returned STB charge ($99 in total)Unfortunately [redacted] rejected this proposal again over the phone. We don’t want to spend more time on this case and therefore our management decided to make refund as per [redacted]'s request ($191.95 early termination fee plus $99 deposit and unreturned STB charge) after the leased equipment is returned and received in our New York shipping center. Here below is what [redacted] needs to do in order for us to start the refund process:1. Confirmation to Revdex.com in writing to accept the above settlement.2. Return the leased equipment to our shipping center in 10 business days at [redacted]'s cost and provide tracking # to Revdex.com in Writing. The return address is as follows:[redacted]3. Confirm the refund check mailing address in writing. The check will be paid to the order of [redacted]After receiving the equipment in our shipping center, we will process the refund check ($290.95) and usually the check will be mailed out in 7 business daysShould you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted].Sincerely,[redacted]

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]We will not have the account opened if they could not support fax machine.  We were told by one of the representatives that they cannot support fax machine and will refund the money back to our account.They should honor their commitment and refund the monthly fees and early termination fee back to our account.Thanks.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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. In regards to [redacted]’s concern about the failure of the credit card refunds, we have talked with [redacted] again this morning and provided him with the records of our failed refund attempts and the last a few payments received from [redacted]. As we have explained to him, for each payment, his credit card company will provide a reference number, when we make refund,  the refund reference needs to match the original charge reference number. Our understanding is that there is no original reference number to be matched in his case. This is most likely because [redacted] had cancelled the originally charged credit card and requested us to refund this amount to a new card. Our suggestion is that [redacted] should consult with his credit card company to find out the real reason for the failure of the credit card refunds   Should you require any additional information, please do not hesitate to contact me at [redacted].   Sincerely,   Zhong W[redacted] Administration Specialist

Date: Sept. [redacted], 2015  To: [redacted] 
[redacted] Re: Case No.  [redacted]Dear [redacted], Thank you for forwarding...

[redacted] 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] ordered KyLinVoice Unlimited at $19.99/m with a 24 month Contract package plus a promotional bonus of one year free Chinese TV service on Nov **, 2014. When he placed the order with us, we had also offered him a promotion with $4.00 off per month due to he had switched his existing phone service to us. The contract should expire on Nov **, 2016. With the application of $4.00 off ($19.99- $4.00=$15.99), sales tax ($1.42) and regulatory/compliance fee ($2.35), his total monthly fee will be $19.76. [redacted] understood our terms of service policy and authorized us to charge his designated credit card ending 5963 before we sent out our VoIP equipment and TV set-top-box to him on 11/**/2014.We have carefully reviewed [redacted] account after receiving this complaint. According to our record, [redacted] did report a few quality issues to our tech supportdepartment. After our investigation, the technical issues were caused by the internet instability and were solved promptly. We had not received any complaint from [redacted] and he had continuously paid his monthly fee of $19.76 without any issue.On 08/**/15, [redacted] had contacted our call center and requested us to cancel his service. The reason for cancellation was recorded that he will move to another location and he will no longer need our service. Our call center representative, Mr. S** L** reminded [redacted] about the commitment of a 24 month contract and if he had decided to breach the contract, there will be an early termination fee applied plus we will charge back the promotion points of $4.00 off from each month. [redacted] told our representative that he did not recall to the 24M contract commitment. In order to prove that [redacted] did have the commitment of a 24M contract with us, we had checked the sales’ voice recording when he called in to order the service. Our sales person, Mr. Donald H[redacted] had clearly explained to him that we have 2 options available for the customers in contract:1.  1 year contract with prepaid annual plan – Customer needs to pay 1 year subscription fee upfront and no refund if the customer decided to end the contract early.2.  24 month contract with monthly paid plan – Customer needs to pay the subscription fee on a monthly basis with a commitment of 24 month contract.  During the sales call, [redacted] had fully understood the commitment and he had chosen 24 month contract plan due to he wanted to pay month by month.Our senior customer care representative, Ms. Linda Ip had followed up with [redacted] on 08/**/15 to proceed proper cancellation upon receipt his cancellation request. [redacted] told Linda that he had already selected another telephone service. Therefore he insisted to cancel. Based on our terms of service, if the customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, the customer will be subject to an early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment (maximum US$288), as well as charge back of the promotion points.[redacted] only fulfilled 9 months out of a 24 month contract with us, therefore a $216 early termination fee was applied and we have proceeded to charge on 08/13/2015 which includes: Cancellation Penalty ($12/M x 15 Months)                            $180.00Charge back of the promotion points ($4/M x 9 months)       $  36.00Total                                                                                $216.00Our customer care manager, Mr. Oscar Fang have contacted [redacted] again on 09/10/15 after receiving this complaint. He spoke with [redacted]’ daughter directlywith [redacted] by her side during the whole telephone conversation. Thanks to [redacted] and his daughter’s understanding and Mr. F[redacted] have clarified the contract issue and came up with the settlements as below:-1. Based on our courtesy, we will agree to let [redacted] to commit a One Year contract only with $19.76/m ( a total of $237.12/year)  instead of a full commitment of a 24M contract. In other words, we agreed to change the contract term from 24 months to 12 months.2. [redacted] only paid our service for 9 months, therefore he agreed to pay the unpaid service of 3 months at $19.76 per month at a total of $59.28 in order to fulfill the one year contract with us.3. We agreed to refund the difference of $156.72 ($216.00 - $59.28). Since [redacted] told us that his credit card is no longer in use, the refund of $156.72 will be made in a check format. The refund check will be processed and mailed to [redacted] in 8-10 weeks and he had agreed.4.  [redacted] will agree the above settlements to Revdex.com in writing and returned the leased equipment (VoIP equipment-mac address 9CADEF410DB5 and TV set-top-box- mac address 00172F5087FC to our New York shipping center before the refund check can be submitted and processed.During the phone conversation, [redacted] daughter discussed with [redacted], and he agreed on the settlements mentioned above.We believed this complaint raised by [redacted] has been completely settled. Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted].Sincerely, Zhong W[redacted]Administration Specialist

Re: Case No.   [redacted]     Dear [redacted],   Thank you for forwarding [redacted]’s complaint to us. KyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization.   We have stated clearly in our first response that we had listened to the voice recording of [redacted]'s phone conversation with our sales person Martin. [redacted] was the email address [redacted] provided to Martin during the ordering process. If [redacted] could contact us, we should be able to play the voice recording on the phone and hope this will remind [redacted] what is the email address he provided. The welcome letter was sent automatically to [redacted] by our system once the order is completed and charged.   The key point is that Martin had provided full details to [redacted] about [redacted]'s subscription before the order was placed including 24 month contract and 14 day free trial.  The welcome letter is a reconfirmation of [redacted]'s subscription.   From [redacted]'s letter to Revdex.com, we understand he did receive KyLinTV account login email and password. By login to his KyLinTV account, [redacted] should have learnt all the account details including 24 month contract.   The welcome letter was sent on 12/**/2015. However in order to respond to Revdex.com and provide evidence, we saved the welcome letter in PDF format. 10/28/16 was the date this PDF file was created.   We are unable to solve this issue without speaking with [redacted].Please urge him to contact us at ###-###-#### or [redacted].   Sincerely,   Zhong W[redacted] Administration Specialist

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. Thank you for your help.
Sincerely,
[redacted]

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complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.Regarding *** ***’s latest request for the refund of $100 equipment deposit as soon as possible,  *** *** paid $100 deposit by credit card for 2 sets of equipment when hesubscribed to our services.  *** *** called to cancel his subscription on 04/**/15 and we received his leased equipment (2 boxes) on 04/**/15. Since the 24 month contract was not completed, *** *** agreed us to charge $72 for early termination fee. The early termination fee was charged on 04/**/15.Once we received 2 sets of boxes on 04/**/15 at KyLinTV shipping/receiving center, our accounting dept. tried to refund a total of 100 dollars back to *** ***’s credit card ending in *** right away. However the refund was rejected by his credit card company. Here is the description of the failure:Description=***: The merchant is not setup to support the requested service. (Credit Card ***) Refund reference # is ***.We have tried to contact *** *** at his numbers *** *** and *** *** several times but no one picked up and no one returned our messages. We need *** ***’s instructions how this money can be refunded. Also based on our record, *** *** has disputed the early termination charge of $72 on 05/**/15. We have spoken with *** *** after receiving this complaint and informedthe credit card company to let go $72. This amount of money had been returned to *** ***’s credit card. In addition, we have mailed out a check payment of $28 dollars (Copy attached). So *** *** will receive a total of $100 from us as box deposit refund. We apologize for any inconvenience that we have caused for *** ***, and we 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 ***.Sincerely, *** ***
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Date: Oct. *, 2015[redacted]
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[redacted]Re: Case No. [redacted]Dear [redacted],Thank you for forwarding [redacted] 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 loyal customer since August, 2014, and he had subscribed to a Taiwan TV Pack Monthly plan for other devices with no contract. This means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or email. We didn’t really hear much from [redacted] after his order was fulfilled. However on 07/**/15, our automatic system failed to charge [redacted] month subscription fee of $24.14 for service from 07/**/2015 to 08/**/2015. After 9 failed attempt of charging, our system locked [redacted] account on 08/**/15 and our service to him was terminated. [redacted] account therefore has an AR balance of $24.14On 09/**/15, we received [redacted] email request to cancel his account. Our customer service representative Mr. Jay P[redacted] tried to call [redacted] and left message. We officially cancelled [redacted] account on 09[redacted]/15.[redacted] complaint that he had sent in cancellation email request 3-4 months ago. We carefully checked our system and we couldn’t find such a record. However from customer service point of view, we agree to write off all the AR balance on [redacted] account. The balance now is zero.  We have spoken with [redacted] this week and discussed with him about the solution. We believed this complaint raised by [redacted] 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 [redacted].Sincerely, [redacted]Administration Specialist

Date: Sept. [redacted], 2015[redacted] [redacted]   [redacted]   [redacted] [redacted] [redacted]Thank you for forwarding [redacted]...

[redacted] complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted] account after receiving this complaint. According to our records, [redacted] ordered Great Wall TV 12 month prepaid package on April [redacted], 20**. And her annual subscription was renewed on 07/**/2014 with an expiration date of 07/**/2015.  In the beginning of July 2015, a few weeks before the annual plan expired again, wesent an email reminder to [redacted] and informed her that her credit card will be automatically charged for 1 more year service unless she contacted us for account status change. We didn’t hear from her after the reminder was sent. However, on 07/**/15 when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be charged. Our customer service representative Ms. Sandy Z[redacted] spoke with [redacted] on 07/**/15. As per [redacted] request, Sandy agreed to accept a check payment instead. Also as a special promotion to loyal customer like [redacted], Sandy offered a deep discounted price for the new annual subscription.We expected to receive the payment check by mail in 2 weeks. We were unable to leave [redacted] account active for too long wit[redacted]t receiving the payment. On 08/**/15, since the check was not received yet, [redacted] service was terminated. The check arrived 3 days later on 08/**/15, we reactivated her account right after. We spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has caused. We s[redacted]ld talk to her before termination of our service to her. [redacted] accepted our apology and decided to keep our service. We had renewed her annual plan starting from 09/**/15 and provided her 1 extra month free. Her new annual subscription will end on 10/**/16. We believed this complaint raised by [redacted] has been completely settled. S[redacted]ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted]. Sincerely,Zhong W[redacted]Administration Specialist

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[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. We have carefully reviewed [redacted]’s account after receiving this complaint. According to our records, [redacted] has been our customer since July [redacted], 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $9.99 per month. This is a no-contract package that allows the customers to cancel anytime by calling our service hotline. Please find the attached screenshot which demonstrates our online ordering process. When [redacted] ordered this service on our website, our system required him to agree on our terms of service. [redacted] needed to check the box to confirm he had read and agreed on our terms of service, otherwise he just couldn’t submit the order. Since the order went through, [redacted] must have read, understood and accepted our service terms. Here below are some highlights from the terms of service related to [redacted]’s case: -        The customer agree to provide KyLinTV, at initial sign-up, with a valid major credit card or an authorized bank account acceptable to KyLinTV as the designated form of payment to pay for his/her subscribed Service, and will maintain the validity of payment information while his/her subscription is active unless we otherwise agree upon -        The customer’s monthly statement of KyLinTV Services will be available online through his/her KyLinTV account. If there is any disputed item in the statement, he/she shall notify KyLinTV of such disputed item within thirty (30) days of notice, or such greater amount of time as permitted by law. Failure to timely notify us of a dispute shall constitute his/her acceptance of the corresponding bill. -        The customer may change his/her subscription in accordance with Section 8 of this Agreement or cancel the Services in accordance with Section 9. If he/she does not choose either of the actions as instructed in each section, the Monthly Subscription will automatically be renewed each month at the then prevailing subscription fee for the same package. -        The customer may cancel a Monthly Subscription for any reason at any time by notifying us at ###-###-####. He/she must pay all outstanding balances accrued, including without limitation, any applicable fees. Charges for the Services, once charged to his/her account, are non-refundable, and no refund or credit will be provided in connection with the cancellation of the Service. The cancellation will take effect on the 1st day of his/her next billing cycle. I have attached a completed copy of the terms of service in both English and Chinese. We didn’t really hear from [redacted] until Nov. 2015. On 11/**/2015, our customer care center representative Sandy Z[redacted] received a call from [redacted]. During the conversation, Mr. Yuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after ordering. Sandy explained to [redacted] that we didn’t receive his cancellation request in any format and as a matter of fact, we don’t accept online cancellation request at all (as per our terms of service listed above). Eventually, [redacted] was convinced to settle the case by 1 month subscription charge refund. Sandy cancelled [redacted]’s account right away and 1 month service charge of $9.99 was refunded to [redacted]’s credit card ending [redacted] on the same day. (Refund payment ID [redacted]) We thought the argument was peacefully resolved. However surprisingly enough, we received a bank notice on 11/**/15 that [redacted] contacted his credit card company and charged back 3 month subscription fee $29.97 ($9.99/month x 3 months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argument. For customer service reason, other than the 4 month fee [redacted] had taken back, we agree to refund additional 3 month subscription charge of $29.97 ($9.99 x 3 months). We have proposed this to [redacted] over the phone and are waiting for his feedback. Please urge [redacted] to call or email us. Hopefully we can close this case shortly and peacefully. Should you require any additional information, please do not hesitate to contact me at [redacted]. Sincerely, Zhong W[redacted] Administration Specialist