Impact Telecom, LLC

The customer service is horrible they don't keep notes when you call. Each person I talked to in customer service has a different answer. I was going to cancel but they reduce my bill because I dropped 2 lines so I didn't cancel. Then I get my bill and it like I never called. I disputed it ! I would have of dropped in September 2021 but because of being told they reduced the amount & dropping 2 lines I stayed. Then they tell me they don't do that. Asked to credit my account to zero but they still made me pay because I didn't pay? They told me to wait on dispute and billing period. Just telling you I wish I never work with this company. BBB has 35 complaint in 3 years. I don't usually write anything but I feel this company really told so many different things people need to know. Going to do BBB complaint next. I'm so mad because I had to call so many times and waste my time to get this resolved. Don't waste your time with this company.

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 Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 9, 2015/07/24) */ Thank you for contacting Startec I have reviewed your account and see that you did call us on 6/30/15, the date your account was set to expireAll prepaid accounts expire if not recharged within months from the last recharge date as noted in the email notification you received As a courtesy I have reactivated your prepaid service and restored the balance to $Please ensure that your account is recharged prior to 6/30/in order to retain the service Sincerely, [redacted] Startec Customer Care Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very greatful to Startec for resolving the issue of putting backthe credit balance into my accountI will recharge my account before 6/30/before my balance of $set to expire this date Best, _s

I have again reviewed the account including the email received from the customer the day the account was set upThe email directs the customer to our website to obtain the information needed for using the product they selectedThe prepaid product clearly provides the correct access number to be used for the Prepaid serviceI have tested these via the email received by the customer to ensure that all is working correctlyThis email was sent to the customer on 11/25/per his attachment on this complaintThe calls that were made were placed on 11/28/We have met all promises provided for in the service that we offerWe have issued a $courtesy credit for the calls that were made in good faith for the possible misunderstanding of how to use the serviceUnfortunately we will not be able to refund the amount charged on the Prepaid accountThis amount will need to be usedPlease use ###-###-#### as the access number for your prepaid serviceThis access number can also be found on our website at www.startec.com/supportThis is the link that is included in your welcome letter Sincerely,***Startec Customer Care

Revdex.comWe have reached out to the customer in an attempt to resolve the customers complaintWe have reviewed all notes as well as calls that the customer made into our call center as well as the plans and rates the customer agreed toAlthough we feel that the customer was provided with complete and accurate information we are attempting to resolve the issue with the customer and are offering a 50% credit off of his bill which would be a credit amount of $The customer has my direct number to contact me directly if there are any further questionsPlease let us know if we can be of further assistanceRegards, [redacted]

Impact Telecom has reviewed the customer [redacted] and [redacted] account and find that we did in fact receive the equipment that the customer was charged the $forWe have issued full credit to the customers accountWe have also called and spoken with [redacted] and explained to him that the credit has been issued and the account balance is $The customer was pleased with the outcome and we believe this matter to be resolvedPlease let us know if we can be of further assistanceRegards [redacted] Customer Service Supervisor

Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ After reaching out to the [redacted] and reviewing both of the accounts for the customer we show that the customer did take of her lines back to AT&T and one line stayed with usWe disconnected the line when no payments were received for months As a courtesy to [redacted] we have credited the customer $on account XXXXXXXXXXX and credited her $and waived the $reinstate fee on account XXXXXXXXXXX and [redacted] paid $with me and our Provisioning team submitted an order on 8/03/to reinstate telephone number Our order has completed and I have called [redacted] this morning on the and have confirmed the service is workingI have also given her the order number for her reinstate and instructed her to contact AT&T to have her number ported over to themImpact Telecom feels that we have assisted the customer and resolved the issues the customer felt she had and reinstated her number as requested

Complaint: [redacted] I am rejecting this response because: The first time I spoke to the Sales Department I was also dealing with a bad communication line with them which understanding them was not clearThat was the reason why the agent had to call back was to reconnectThe second time was me complaining already about the charges when I was given the access numberImpact Telecom has failed to detail that I never used their service using an access number prior to 2/13/which is when I saw the charges they made with my credit cardAgain, had I was clearly informed of the access number I would have used it Sincerely, [redacted]

Revdex.com After review of the Sales calls for the customer it is clear that the customer was advised that he must call the access number to gain access to unlimited calls to any globe landline or cell phonesThe customer [redacted] even wrote the access number down and even ask questions regarding the numbers he can dial from as well as to where and what type of numbers he can dialThere were actually separate calls that were reviewed one the initial call into our Sales Department where the pricing and terms and conditions as well as the calling procedures were explained and then when the customers phone faded out the agent called the customer back to complete the sale as far as gathering the rest of the customers credit card information and again went over the dialing procedures to and the customer wrote them down We have also reached out to the customer and explained to him that he was given complete dialing instructions and we will need to stand by the invoice that he received

We have reviewed the account in question and show that [redacted] did contact us on 10/05/and requested to cancel his serviceThe agent he spoke with could not complete the transfer and advised they would have someone call the customer back [redacted] called back in on 10/06/at which time his account was canceledHis account was not removed from automatic payment at the time his account was canceled which resulted in the draft on his account for the final invoiceI have requested a credit for the final invoice amount of $and will request that this amount be placed back on his credit card once the credit amount is approved.We apologize for the inconvenience and hope that this resolves the issue.Sincerely,***Impact Customer Care

We have reviewed the account in question and found that the customer does have a credit balance of $I do see that she has requested that this amount be refunded by check, but see no reason why this has not already been resolved.I apologize for the inconvenience and timeframe taken to resolve this issueThis request has been escalated and a refund check in the amount of $will go out on Monday 1/15/to the address on the account.Again I apologize for the inconvenience and the unnecessary timeframe to resolve.Sincerely,Lisa

Initial Business Response / [redacted] (1000, 11, 2015/07/13) */ Thank you for contacting Impact Telecom We have reviewed your accountWe do apologize for any inconvenienceWe do not show that we ever received any notification prior to 4/14/that you no longer wanted the toll free serviceWe would have had no way of knowing that you were experiencing issues with this number without it being reported We have verified that this number is inactive and that your account canceledI have issued credit for the remaining balance of $as you were previously issued credit for $This will clear the account charges Again we apologize for any inconvenience Sincerely, [redacted] Startec Customer Care

We have reviewed the account in questionTheir contract requires a day notice for cancellationUnfortunately that timeframe was not met with the original cancellation request on 2/28/as their contract renewed on 3/20/I have talked with the customer this morning regarding the accountThe customer has paid their invoices through November Since the account was not canceled there were regulatory fees added to the monthly amounts that the customer paid in DecemberWe have agreed to credit and or waive all charges beyond the November invoiceI have issued a credit of $for the December invoiceThe system will generate a final invoice now that the account is closedI have advised the customer to disregard this invoice as I will follow up to credit those charges in January as wellI have also issued an additional credit of $to offset the additional charges billed each month that would not have been incurred with a simple ETF feeWe apologize for any inconvenience and hope this resolves the issue to the customer's satisfaction.Sincerely,LisaImpact Telecom Customer Care

We have reviewed the account in question and see that this customer did move to a new address which did not have Inside Wiring set up. After dispatching a technician to the new address it was determined that the scope of work was well above what a standard job would incur. We were charged... $135.00 to send the technician to the new address, however since there was no resolution for this customer, we will agree to credit the charges incurred. I have issued a credit of $188.56 which will bring the account to a $0.00 balance.I apologize for the inconvenience and the timeframe to reach a resolution to this issue. Sincerely, [redacted] ***

We have reviewed the account in question in more detailThe account was set up in October with a plan of $with a lifetime discount of $which would bring the monthly charge to $19.99/monthThe customer called in and spoke with one of our agents and advised them that his monthly fee was supposed to be $19.99/monthWe have pulled the customer's sales call and confirmed that he agreed to $24.99/month with the lifetime discount of $which would make his monthly fee $19.99/monthHe was also advised that he was under contract and there would be an Early Termination Fee if he canceled before the end of the contract date.The customer was billed two monthly fees on his 3/27/invoice in errorA credit of $was applied to his account on 6/10/after he reported the errorThe customer reported an issue with his service on 3/03/and it was resolved on 3/13/after we sent him a new ATA and he emailed us to confirm that the service was workingThis is the only repair issue the customer has reported in the lifetime of his accountDuring the time of his repair issue he requested cancellationThe account was canceled and then reopened after he decided to keep the serviceBecause the account was canceled, he lost his lifetime promo which is why his invoice now reflects $24.99/monthI am applying an additional credit of $for the April, May, and June invoices since he did not receive the discount for those months.The customer does have consistent usage on his bills each month as he is still able to use our service with our cell connect product, so he has had the ability to use the service throughout the lifetime of the accountIf the customer would like to keep his service, we can request to have him placed back on the Lifetime plan with the $discount which would make his monthly fee $19.99/monthIf he chooses to cancel the service he will need to return the ATA, as he will be charged for it if it is not returned and we have previously agreed to waive his Early Termination feesSincerely,***Impact Telecom Customer Care

We have reviewed the account in questionI have delayed response to this complaint since yesterday 6/08/in order to allow our request to port the customer's number back to Impact Telecom to completeWe did receive confirmation a few minutes ago that the request has completedThis should resolve the issue and we will be in contact with the customer to confirm.I realize the customer is under the impression that he never authorized any changes but unfortunately those changes do occasionally occur without the cusotmer's authorizationThat is apparently what happened in this caseWe have ported the number back to Impact Telecom at this point and will be working with the customer to resolve any remaining issues.We have issued a credit of $for the time without service during this issueWe apologize for the inconvenience.Sincerely, [redacted] ***

Initial Business Response /* *** ** *** */
In reviewing the account this customer requested cancellation of her account in February at which time the billing was stoppedShe received a final invoice for FebruaryI do not show that there has been any charge for the missing cableThe
cable that was returned to us was not the cable that was issued with the packageHowever there has been no charge to the customer regarding the cable
The balance owed on the account is due to returned payments that we received for Dec '14, Jan '15, and Feb 'invoicesThere was a lump sum payment on 4/03/to cover the returned payments and that payment was also returnedThe current account balance is $
Sincerely,
Lisa
ImpactConnect Customer Care

We have reviewed the account in question and show that the customer requested to have this service set up in March We were provided with their credit card information to set the account up on automatic recharge, the same email address that is also listed on this complaint, as well as
additional numbers to be added to the accountWe would have had no way to obtain this information without it being provided by the customer.We apologize for any inconvenience but show no indication that this account was set up without the customer's authorizationWe have canceled the accountAs a courtesy we have issued a credit of $for the invoice dated 3/04/and removed the credit card from our system.Sincerely,LisaImpact Telecom Customer Care

Initial Business Response /* (1000, 12, 2015/08/24) */
We have reviewed the account in questionThere was a rate increase beyond our control to IranAny time there is a need to increase our rates, we do notify customers on page of their invoiceThis customer did receive that notification
I
do apologize that our rate increase coincided with this customer's request to open a new account making it appear that we had provided her misinformation
As a courtesy for this inconvenience, we have applied a credit of $to the accountAs the customer did actually make calls using our service, the remaining balance would need to be paidThe original balance of $is derived of the unpaid June and July invoicesI have applied the $credit leaving the balance on the account at $
Sincerely,
***
Impact Telecom Customer Care
Initial Consumer Rebuttal /* (2000, 14, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This account was paid BIF on Saturday 9/5/@ PM ESP trans # XXXXXXXX by phoneI consider this account closed, paid in fullThey did cut the balance in half which I agreed to payThey never admitted that they way the changed the rates or any of their business practices were questionableI would not recommend anyone to do business with this companyThere are many other suitable long distance calling card companies out there that will treat customers with respect and standard business practices

We have reviewed the account in questionThe plan that the customer agreed to requires that the account be set up as Auto Payment with a credit cardThe customer's credit card is still on file because it is required in order to keep her account activeThe customer is paying her account via
online banking, however it takes 7-business days for that payment to be received and posted to her accountBy the time we receive her payment her credit card payment has been attempted and declinedThis in turns blocks her account until her payment is receivedWe are unable to change the fact that the account requires Auto Payment with credit cardThis is part of the plan she agreed toThe only way to avoid the account being blocked each month is for the customer to set up her online banking with a date to ensure that her payment gets posted prior to her credit card being processedAs long as her payment is there on the date the credit card payment is processed the system will skip over her account and it will remain activeHer billing cycle is on the 4th of each monthHer payment will need to be posted by the 9th of each month so that when the credit card is ready to process the system will see that there is no balance owed on her account This is of course not the way the plan is designed, but it would allow the customer a workaround way of keeping her account active without interruption.Sincerely,***Impact Telecom Customer Care