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] ***
[redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm 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 complaintAccording to our records, [redacted] called us on and reported that TV (a free religious channel) was not broadcasting properlyOur techsupport department checked immediately and found the problem was caused by content provider’s internet instabilityWe reported the issue right away but need some time to fix itAll of other channels we carry have no problem.On 0615, [redacted] called us again to cancel the service immediately and requested a $refund for June subscription fee Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June subscription fee had been charged and was unable to refund to him based on our terms of serviceAs a result, we would cancel his account on (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 usThe cancellation will take effect on the 1st day of his/her next billing cycleIn 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 paymentWe spoke with [redacted] on 0615, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription feeThe refund of $will be made in business days and the money will be back to [redacted] ***’s credit card We believed this complaint raised by [redacted] has been completely settledShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Date: Oct*, [redacted] *** [redacted] ***Re: Case No [redacted] Dear [redacted] ,Thank you for forwarding [redacted] complaint to usKyLinTVtm 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 contractThis means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or emailWe didn’t really hear much from [redacted] after his order was fulfilledHowever on 0715, our automatic system failed to charge [redacted] month subscription fee of $for service from to After failed attempt of charging, our system locked [redacted] account on and our service to him was terminated [redacted] account therefore has an AR balance of $24.14On 0915, we received [redacted] email request to cancel his accountOur customer service representative MrJay P [redacted] tried to call [redacted] and left messageWe officially cancelled [redacted] account on 09***/[redacted] complaint that he had sent in cancellation email request 3-months agoWe carefully checked our system and we couldn’t find such a recordHowever from customer service point of view, we agree to write off all the AR balance on [redacted] accountThe balance now is zero We have spoken with [redacted] this week and discussed with him about the solutionWe 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
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 emailFor the attached welcome letter, I have sufficient evidence to prove that it was forged: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 serviceHowever, the email address I provided to them was exactly the same as that I provided to Revdex.com for this complaintCarefully checked my email box, I found the first email they sent to me on in which they only provided my account and initial password for login to their systemPlease find the attached screenshot and print version of this emailIt 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?Opening the welcome letter by Abode Acrobat and checked the properties of this PDF file, I noticed that it was created and modified on And also, it is created by Microsoft Word As they claimed, this letter was sent to me on However, how could they send me the letter on which was created on 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 callI hope [redacted] or KylinTV could settle this issue in writing as soon as possible.I stand my groundThere is no valid contract between usI have the right to stop the service and get the deposit backMy desired settlements remain: Remove my account from the debt collector Reverse any negative credit impact with rating agencies Return the deposit since that they have received the box Cancel all the illegal contracts and services they claimed 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] ***
[redacted] *** *** [redacted] [redacted] [redacted] [redacted] *** *** [redacted] [redacted] [redacted] [redacted] *** Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationAccording to our records, [redacted] has been our customer since July ***, 2013, and she had subscribed to a KyLinVoice Plus [redacted] month contract plan with a promotion of first months free of subscription charge [redacted] paid a total of $on including $equipment deposit, dollar shipping and $reactivation fee and tax [redacted] understands our terms of service policy before we sent out our box on We have carefully reviewed [redacted] ***’s account, and run the following timelines of the major events during [redacted] ***’s stay with us: – Order received, charged and shippedTelephone number assignedday free trial started – Box was delivered to [redacted] by UPSThe tracking no is [redacted] – Free trail endedSince KyLinVoice didn’t hear from [redacted] for cancellation in weeks after the equipment was shipped out, year contract went into effectDue to the promotion, [redacted] will receive first months free of subscription charge - Free months endedStarted to charge monthly subscription fee and tax $from [redacted] ***’s credit cardSuccessfully charged for monthly service from to ***– Payment for service from **to was failedFirst failed payment date **– After failed attempts of charging, our automatic system locked [redacted] ***’s accountVoice service inactivated– Talked with our Customer Service Dept and TechSupport Dept(This is the only time [redacted] spoke with Tech Support)KyLinVoice TechSupport Representitive told [redacted] our fax feature is not guaranteed– KyLinVoice provided month free service [redacted] decided to stay with us and continue the suscriptionShe updated credit card and allowed us to chargeSuccessfully charged and account reactivated– [redacted] called back to cancel serviceAccount cancelledAdvised [redacted] early termination fee would apply– [redacted] claimed she received a confirmation email from us that KyLinVoice can waive the early termination feeBut failed to provide the email as an evidence– Early termination fee $applied – Unreturned STB $applied after we sent many email notices and made phone call to [redacted] to urge her to return equipment – Received bank notice that [redacted] disputed USDand USDcharged on and Early Termination Fee and Unreturn equipment charge– 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 day free trial (after equipment released from our shipping center) and customers can cancel service within this period of time for any reasonNo early termination penalty will be chargedHowever after days, the contract goes into effect , and we will charge for early cancellationFrom the above timelines, [redacted] cancelled her KyLinVoice account way after day free trial ends [redacted] ordered in the end of July 2013, her first contact with KyLinVoice to report problem was on (almost months after ordering)Her request to cancel the account was on 0914, which is more than year away from orderingIf Fax is a critical and must-have feature to [redacted] ***, she should try it and cancel the service in day free trail to avoid early termination fee I would like to clear one confusion hereIn [redacted] ***s complaint, she stated that “we have started the service with KyLin in August because of their telephone/fax service advertisement of low monthly fee and free trial”Please understand that KyLinVoice doesn’t guarantee fax functionOur fax feature is inconsistent, which means it may work with some customers, and may not work with othersThe reason for this is nothing to do with our box design and technologyIt is related to ISP network compatibility with our boxesTherefore we don’t advertise KyLinVoice as a fax service providerNone of our sales person or customer service representative will tell customers soIt is [redacted] ***’s assumption that she can send/receive fax with our serviceAlso 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 pointsIn 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 ServicesFailure 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 $($x months remaining in her term commitment) early cancellation fee, $charge back of the promotion which she has earned $off each month in the first months she stayed with us, totaling $191.94, plus $($equipment charge minus $equipment deposit) unreturned STB deposit feeWe tried to call [redacted] at least times to find a solution to her complaint, but failed to reach herWe left message but [redacted] didn’t return our phone calls [redacted] still have our boxIf she can return the box to our shipping center at her own cost, we will refund the box cost of dollars Also we would like to offer her a dollar discount of the early termination chargeIf [redacted] accepts our propersal and agrees to close this complaint case, please mail us a written notice, we will then refund dollars back to her credit card Should you require any additional information, please do not hesitate to contact me at [email protected], [redacted]
[redacted] *** [redacted] [redacted] Dear [redacted] ,Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have tried many attempts to reach [redacted] after receiving [redacted] ***'s original complaint through Revdex.comHowever either no-one picked up the phone or someone hung up our phone callsThat lead us to believe [redacted] didn’t want to negotiate with us directlyWetried her again past Monday night, and surprisingly she answered and spoke with usWe proposed to her that we will charge her the free months we offered with promotional plan ($in total, the free months are only for customers that complete the contract with us) and refund the balance of early termination fee of $Also once we received [redacted] ***’s returned equipment, we will then refund box deposit and returned STB charge ($in total)Unfortunately [redacted] rejected this proposal again over the phoneWe don’t want to spend more time on this case and therefore our management decided to make refund as per [redacted] ***'s request ($early termination fee plus $deposit and unreturned STB charge) after the leased equipment is returned and received in our New York shipping centerHere below is what [redacted] needs to do in order for us to start the refund process:Confirmation to Revdex.com in writing to accept the above settlementReturn the leased equipment to our shipping center in business days at [redacted] ***'s cost and provide tracking # to Revdex.com in WritingThe return address is as follows: [redacted] ***Confirm the refund check mailing address in writingThe 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 business daysShould you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] .Sincerely, [redacted] ***
[redacted] *** [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationWe have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] has been our customer since July ***, 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $per monthThis is a no-contract package that allows the customers to cancel anytime by calling our service hotlinePlease find the attached screenshot which demonstrates our online ordering processWhen [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 orderSince the order went through, [redacted] must have read, understood and accepted our service termsHere 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 accountIf 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 lawFailure 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 of this Agreement or cancel the Services in accordance with Section 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 feesCharges 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 ServiceThe cancellation will take effect on the 1st day of his/her next billing cycleI have attached a completed copy of the terms of service in both English and ChineseWe didn’t really hear from [redacted] until NovOn 112015, our customer care center representative Sandy Z [redacted] received a call from [redacted] ***During the conversation, MrYuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after orderingSandy 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 month subscription charge refundSandy cancelled [redacted] ***’s account right away and month service charge of $was refunded to [redacted] ***’s credit card ending [redacted] on the same day(Refund payment ID [redacted] ) We thought the argument was peacefully resolvedHowever surprisingly enough, we received a bank notice on that [redacted] contacted his credit card company and charged back month subscription fee $($9.99/month x months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argumentFor customer service reason, other than the month fee [redacted] had taken back, we agree to refund additional month subscription charge of $($x months)We have proposed this to [redacted] over the phone and are waiting for his feedbackPlease urge [redacted] to call or email usHopefully we can close this case shortly and peacefullyShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, Zhong W [redacted] Administration Specialist
Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] **’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationIn 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 numberOur understanding is that there is no original reference number to be matched in his caseThis is most likely because [redacted] had cancelled the originally charged credit card and requested us to refund this amount to a new cardOur 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
[redacted] *** [redacted] *** [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 reasonPlease understand due to the nature of our business, we do recycle the boxes from customers that are not in use of themBut before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping centerWe will make sure all the boxes we release are in good working conditionsThe boxes might still have some light signs of wear but they are clean and with good appearancesAlso [redacted] didn’t purchase these boxesThey are still KyLinTV’s propertiesWe rent the boxes to [redacted] ***, which means: [redacted] didn’t pay any money for the box ownershipIn case the box is damaged during *** ***’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 lowRecycling 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 costHowever [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on We sent many notices and called [redacted] to urge him to return the boxes but no positive responsesTherefore [redacted] ***’s account was sent to collection agency on for an AR amount of $223, including $198, the value of boxes, and $collection fee.We spoke with [redacted] again after receiving this complaintThe shipping cost is small and we don’t want to waste any more time arguing thisTherefore 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 labelOnce the boxes are received, we will waive the 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]
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] ***
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 resolvedThank you for your help Sincerely, [redacted] **
Date: Sept***, 2015*** [redacted] *** [redacted] *** [redacted] *** [redacted] Thank you for forwarding [redacted] *** [redacted] complaint to usKyLinTVtm 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 complaintAccording to our records, [redacted] ordered Great Wall TV month prepaid package on April ***, 20**And her annual subscription was renewed on with an expiration date of 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 more year service unless she contacted us for account status changeWe didn’t hear from her after the reminder was sentHowever, on when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be chargedOur customer service representative MsSandy Z [redacted] spoke with [redacted] on As per [redacted] request, Sandy agreed to accept a check payment insteadAlso 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 weeksWe were unable to leave [redacted] account active for too long wit***t receiving the paymentOn 0815, since the check was not received yet, [redacted] service was terminatedThe check arrived days later on 0815, we reactivated her account right afterWe spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has causedWe s*ld talk to her before termination of our service to her [redacted] accepted our apology and decided to keep our serviceWe had renewed her annual plan starting from and provided her extra month freeHer new annual subscription will end on We believed this complaint raised by [redacted] has been completely settledS***ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely,Zhong W***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 Sincerely, [redacted] ***
[redacted] *** [redacted] [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm 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 complaintAccording to our records, [redacted] called us on and reported that TV (a free religious channel) was not broadcasting properlyOur techsupport department checked immediately and found the problem was caused by content provider’s internet instabilityWe reported the issue right away but need some time to fix itAll of other channels we carry have no problem.On 0615, [redacted] called us again to cancel the service immediately and requested a $refund for June subscription fee Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June subscription fee had been charged and was unable to refund to him based on our terms of serviceAs a result, we would cancel his account on (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 usThe cancellation will take effect on the 1st day of his/her next billing cycleIn 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 paymentWe spoke with [redacted] on 0615, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription feeThe refund of $will be made in business days and the money will be back to [redacted] ***’s credit card We believed this complaint raised by [redacted] has been completely settledShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, [redacted]
Date: Oct*, [redacted] *** [redacted] ***Re: Case No [redacted] Dear [redacted] ,Thank you for forwarding [redacted] complaint to usKyLinTVtm 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 contractThis means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or emailWe didn’t really hear much from [redacted] after his order was fulfilledHowever on 0715, our automatic system failed to charge [redacted] month subscription fee of $for service from to After failed attempt of charging, our system locked [redacted] account on and our service to him was terminated [redacted] account therefore has an AR balance of $24.14On 0915, we received [redacted] email request to cancel his accountOur customer service representative MrJay P [redacted] tried to call [redacted] and left messageWe officially cancelled [redacted] account on 09***/[redacted] complaint that he had sent in cancellation email request 3-months agoWe carefully checked our system and we couldn’t find such a recordHowever from customer service point of view, we agree to write off all the AR balance on [redacted] accountThe balance now is zero We have spoken with [redacted] this week and discussed with him about the solutionWe 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
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 emailFor the attached welcome letter, I have sufficient evidence to prove that it was forged: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 serviceHowever, the email address I provided to them was exactly the same as that I provided to Revdex.com for this complaintCarefully checked my email box, I found the first email they sent to me on in which they only provided my account and initial password for login to their systemPlease find the attached screenshot and print version of this emailIt 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?Opening the welcome letter by Abode Acrobat and checked the properties of this PDF file, I noticed that it was created and modified on And also, it is created by Microsoft Word As they claimed, this letter was sent to me on However, how could they send me the letter on which was created on 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 callI hope [redacted] or KylinTV could settle this issue in writing as soon as possible.I stand my groundThere is no valid contract between usI have the right to stop the service and get the deposit backMy desired settlements remain: Remove my account from the debt collector Reverse any negative credit impact with rating agencies Return the deposit since that they have received the box Cancel all the illegal contracts and services they claimed 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] ***
[redacted] *** *** [redacted] [redacted] [redacted] [redacted] *** *** [redacted] [redacted] [redacted] [redacted] *** Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationAccording to our records, [redacted] has been our customer since July ***, 2013, and she had subscribed to a KyLinVoice Plus [redacted] month contract plan with a promotion of first months free of subscription charge [redacted] paid a total of $on including $equipment deposit, dollar shipping and $reactivation fee and tax [redacted] understands our terms of service policy before we sent out our box on We have carefully reviewed [redacted] ***’s account, and run the following timelines of the major events during [redacted] ***’s stay with us: – Order received, charged and shippedTelephone number assignedday free trial started – Box was delivered to [redacted] by UPSThe tracking no is [redacted] – Free trail endedSince KyLinVoice didn’t hear from [redacted] for cancellation in weeks after the equipment was shipped out, year contract went into effectDue to the promotion, [redacted] will receive first months free of subscription charge - Free months endedStarted to charge monthly subscription fee and tax $from [redacted] ***’s credit cardSuccessfully charged for monthly service from to ***– Payment for service from **to was failedFirst failed payment date **– After failed attempts of charging, our automatic system locked [redacted] ***’s accountVoice service inactivated– Talked with our Customer Service Dept and TechSupport Dept(This is the only time [redacted] spoke with Tech Support)KyLinVoice TechSupport Representitive told [redacted] our fax feature is not guaranteed– KyLinVoice provided month free service [redacted] decided to stay with us and continue the suscriptionShe updated credit card and allowed us to chargeSuccessfully charged and account reactivated– [redacted] called back to cancel serviceAccount cancelledAdvised [redacted] early termination fee would apply– [redacted] claimed she received a confirmation email from us that KyLinVoice can waive the early termination feeBut failed to provide the email as an evidence– Early termination fee $applied – Unreturned STB $applied after we sent many email notices and made phone call to [redacted] to urge her to return equipment – Received bank notice that [redacted] disputed USDand USDcharged on and Early Termination Fee and Unreturn equipment charge– 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 day free trial (after equipment released from our shipping center) and customers can cancel service within this period of time for any reasonNo early termination penalty will be chargedHowever after days, the contract goes into effect , and we will charge for early cancellationFrom the above timelines, [redacted] cancelled her KyLinVoice account way after day free trial ends [redacted] ordered in the end of July 2013, her first contact with KyLinVoice to report problem was on (almost months after ordering)Her request to cancel the account was on 0914, which is more than year away from orderingIf Fax is a critical and must-have feature to [redacted] ***, she should try it and cancel the service in day free trail to avoid early termination fee I would like to clear one confusion hereIn [redacted] ***s complaint, she stated that “we have started the service with KyLin in August because of their telephone/fax service advertisement of low monthly fee and free trial”Please understand that KyLinVoice doesn’t guarantee fax functionOur fax feature is inconsistent, which means it may work with some customers, and may not work with othersThe reason for this is nothing to do with our box design and technologyIt is related to ISP network compatibility with our boxesTherefore we don’t advertise KyLinVoice as a fax service providerNone of our sales person or customer service representative will tell customers soIt is [redacted] ***’s assumption that she can send/receive fax with our serviceAlso 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 pointsIn 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 ServicesFailure 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 $($x months remaining in her term commitment) early cancellation fee, $charge back of the promotion which she has earned $off each month in the first months she stayed with us, totaling $191.94, plus $($equipment charge minus $equipment deposit) unreturned STB deposit feeWe tried to call [redacted] at least times to find a solution to her complaint, but failed to reach herWe left message but [redacted] didn’t return our phone calls [redacted] still have our boxIf she can return the box to our shipping center at her own cost, we will refund the box cost of dollars Also we would like to offer her a dollar discount of the early termination chargeIf [redacted] accepts our propersal and agrees to close this complaint case, please mail us a written notice, we will then refund dollars back to her credit card Should you require any additional information, please do not hesitate to contact me at [email protected], [redacted]
[redacted] *** [redacted] [redacted] Dear [redacted] ,Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have tried many attempts to reach [redacted] after receiving [redacted] ***'s original complaint through Revdex.comHowever either no-one picked up the phone or someone hung up our phone callsThat lead us to believe [redacted] didn’t want to negotiate with us directlyWetried her again past Monday night, and surprisingly she answered and spoke with usWe proposed to her that we will charge her the free months we offered with promotional plan ($in total, the free months are only for customers that complete the contract with us) and refund the balance of early termination fee of $Also once we received [redacted] ***’s returned equipment, we will then refund box deposit and returned STB charge ($in total)Unfortunately [redacted] rejected this proposal again over the phoneWe don’t want to spend more time on this case and therefore our management decided to make refund as per [redacted] ***'s request ($early termination fee plus $deposit and unreturned STB charge) after the leased equipment is returned and received in our New York shipping centerHere below is what [redacted] needs to do in order for us to start the refund process:Confirmation to Revdex.com in writing to accept the above settlementReturn the leased equipment to our shipping center in business days at [redacted] ***'s cost and provide tracking # to Revdex.com in WritingThe return address is as follows: [redacted] ***Confirm the refund check mailing address in writingThe 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 business daysShould you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] .Sincerely, [redacted] ***
[redacted] *** [redacted] [redacted] Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationWe have carefully reviewed [redacted] ***’s account after receiving this complaintAccording to our records, [redacted] has been our customer since July ***, 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $per monthThis is a no-contract package that allows the customers to cancel anytime by calling our service hotlinePlease find the attached screenshot which demonstrates our online ordering processWhen [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 orderSince the order went through, [redacted] must have read, understood and accepted our service termsHere 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 accountIf 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 lawFailure 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 of this Agreement or cancel the Services in accordance with Section 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 feesCharges 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 ServiceThe cancellation will take effect on the 1st day of his/her next billing cycleI have attached a completed copy of the terms of service in both English and ChineseWe didn’t really hear from [redacted] until NovOn 112015, our customer care center representative Sandy Z [redacted] received a call from [redacted] ***During the conversation, MrYuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after orderingSandy 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 month subscription charge refundSandy cancelled [redacted] ***’s account right away and month service charge of $was refunded to [redacted] ***’s credit card ending [redacted] on the same day(Refund payment ID [redacted] ) We thought the argument was peacefully resolvedHowever surprisingly enough, we received a bank notice on that [redacted] contacted his credit card company and charged back month subscription fee $($9.99/month x months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argumentFor customer service reason, other than the month fee [redacted] had taken back, we agree to refund additional month subscription charge of $($x months)We have proposed this to [redacted] over the phone and are waiting for his feedbackPlease urge [redacted] to call or email usHopefully we can close this case shortly and peacefullyShould you require any additional information, please do not hesitate to contact me at [redacted] Sincerely, Zhong W [redacted] Administration Specialist
Re: Case No [redacted] Dear [redacted] , Thank you for forwarding [redacted] **’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organizationIn 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 numberOur understanding is that there is no original reference number to be matched in his caseThis is most likely because [redacted] had cancelled the originally charged credit card and requested us to refund this amount to a new cardOur 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
[redacted] *** [redacted] *** [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 reasonPlease understand due to the nature of our business, we do recycle the boxes from customers that are not in use of themBut before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping centerWe will make sure all the boxes we release are in good working conditionsThe boxes might still have some light signs of wear but they are clean and with good appearancesAlso [redacted] didn’t purchase these boxesThey are still KyLinTV’s propertiesWe rent the boxes to [redacted] ***, which means: [redacted] didn’t pay any money for the box ownershipIn case the box is damaged during *** ***’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 lowRecycling 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 costHowever [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on We sent many notices and called [redacted] to urge him to return the boxes but no positive responsesTherefore [redacted] ***’s account was sent to collection agency on for an AR amount of $223, including $198, the value of boxes, and $collection fee.We spoke with [redacted] again after receiving this complaintThe shipping cost is small and we don’t want to waste any more time arguing thisTherefore 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 labelOnce the boxes are received, we will waive the 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]
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] ***
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 resolvedThank you for your help Sincerely, [redacted] **
Date: Sept***, 2015*** [redacted] *** [redacted] *** [redacted] *** [redacted] Thank you for forwarding [redacted] *** [redacted] complaint to usKyLinTVtm 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 complaintAccording to our records, [redacted] ordered Great Wall TV month prepaid package on April ***, 20**And her annual subscription was renewed on with an expiration date of 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 more year service unless she contacted us for account status changeWe didn’t hear from her after the reminder was sentHowever, on when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be chargedOur customer service representative MsSandy Z [redacted] spoke with [redacted] on As per [redacted] request, Sandy agreed to accept a check payment insteadAlso 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 weeksWe were unable to leave [redacted] account active for too long wit***t receiving the paymentOn 0815, since the check was not received yet, [redacted] service was terminatedThe check arrived days later on 0815, we reactivated her account right afterWe spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has causedWe s
*ld talk to her before termination of our service to her [redacted] accepted our apology and decided to keep our serviceWe had renewed her annual plan starting from and provided her extra month freeHer new annual subscription will end on We believed this complaint raised by [redacted] has been completely settledS***ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted] Sincerely,Zhong W***Administration Specialist