Impact Telecom, LLC

Initial Business Response /* (1000, 11, 2015/07/24) */
In reviewing this customer's service it appears that she did have a VOIP account with us from Sept '14-Jan 'The customer and her daughter requested cancellation of that account on 1/03/because the account had been blocked for
non-paymentThat account is closed and currently has a balance due of $
Someone in the household placed calls using our dial-around code which activated a new dial around account in January 'The only way for Startec to pick up calls for this customer would be for our dial around code to be usedWe are not set up to be this customer's direct dial provider
The customer does have usage through our service as recent as today 7/24/
We can close this account if the customer would like, however they do need to understand that continued use of our dial around code will generate a new account automatically the next time our dial around code is used
Sincerely,
***
Startec Customer Care
Initial Consumer Rebuttal /* (3000, 13, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 6, 2014, I called Startec and spoke to *** requesting that they send me a billI had not received anything from themI called again on December 18, 2014, and spoke to *** asking for the billI never received any billThen, Startec blocked my long-distance serviceI was very unhappy with their services and I called on December 29, to complain and close the accountThe account was actually closed on December 29, and I had spoken to *** (sp?) who told me that I don't owe anythingI am the only person in my house who uses my one and only telephone and I never dial I never even heard of dialing and neither has my daughter or son-in-lawFurthermore, what makes me suspicious about these charges from Startec is that if, as they claim, the account was activated in January '15, the charges begin March 14, The phone calls listed on the bill from March - June are almost all to my daughter's cell phone number (XXX) XXX-XXXX and some are my son-in-law's ((XXX) XXX-XXXXAnd then there's another number listed (XXX) XXX-XXXXI never called this number and I have no idea who this isMy daughter and son-in-law are Verizon customersThey reviewed their phone calls on their Verizon bills and compared them to the AT&T/Startec bill and noticed that Startec has repeatedly charged me for calls to their numbers that did not take placeNow, Startec is claiming that I still have used their service as recently as 7/24/15! I am a senior citizenNo one uses my telephone except meWhen I dial my daughter's and son-in-law's cell phone numbers, or any numbers, I always dial directlyI NEVER used this number that they claim and I want this harassment to stop immediately!
Final Business Response /* (4000, 15, 2015/08/13) */
Please note per the customers Customer Service Report as of 8/13/the customer is PIC'd at the LEC to Startec *** and will need to contact the LEC to advise them to remove Startec as their LD providerThe customers long distance usage is still riding over our network and we are still picking up her LD calls with the most recent call on 8/04/I called and left a message for the customer advising of this as wellThe customer will need to contact her Local Provider and change her LD provider so the calls are not routed over our network
Service and Equipment Section
Service Information:
Working Telephone Number (WTN): XXX-XXX-XXXX
End-User's Name (NAME): (NON-PUB) ***, *** M
IntraLATA Pre-Subscription Indicator Code (LPIC): ***
InterLATA Pre-Subscription Indicator Code (PIC): ***

My apologies, I provided the date I was given by our Payment Processing departmentI have checked with them this morning and was advised that the refund was processed on 1/22/Please allow 5-business days to receive the check if it has not already been received.Thanks,Lisa Impact Telecom Customer Care

Complaint: ***
I am rejecting this response because:I appreciate the $refund to the account that should have been closed months agoBut I would like to get my wife $refund alsoAfter I reviewed the email that she got on sign on date (Nov, 25, 2016), I can see why she dialed an access number that she found on Startec website!? Because she has not received any access number or confirmation to her signing up --- till this date?! How did she know what access number to dial? and she still doesn't know what access number to dial, because no email has been received since 11-25-(day)The first email claims within minutes or a day?! But not days.And on top of everything, I like to complain about the Rudeness of Startec Customer support, Andrea in Romania, Dagana in Europe, Venessa in AlabamaAll I asked them was to refund my $and charge my wifes prepaid accountBut the answer was, YOU MADE THE MISTAKE, YOU PAY FOR IT! THERE IS NO WAY ON EARTH THAT WE ARE GOING TO REVERSE THISThis is not the Customer service department should talk to their customersThis $already taken more than hours of my life, plus frustration and waiting and listening to music online!!
Sincerely,
*** ***

Impact Telecom took the following actions before the complaint was filed A credit was issued to the customer for on 6/9/for the double billing of the MRC as well as any repair issue the customer reported to us back on 3/03/was resolved with us shipping the customer a new ATA and
confirmed the new equipment was working on 3/07/If the customer does wish to cancel his service he can return the ATA equipment and we will close the account and waive his early term fee and close the accountI have left the customer a message explaining this information and as well as my direct number if he wishes to contact me

Complaint: ***
I am rejecting this response because: I did not receive any message from the person who replied for my Revdex.com complaintI enclosed IMPACT TELECOM My Account Screen shot I dont see any credit in my account.after seeing the response message in Revdex.com I called Impact customer service to cancel my connection and the agent couldn't do that her name was Roseshe said she wont be able to apply the credit and waver amount.They can reach me at *** or *** let the concern person contact me and resolve this issue
Sincerely,
*** ***

Hi,It does look like the problem has been taken care of for now***

My brother and I spoke with *** from Impact today This company is not a company I would ever do business withThey have consistently misplaced recordsHowever our issue was resolved but we are waiting for them to send a refund check to my mother for the service they never providedI do feel like my mother's phone was hijacked by them and that should be against the law!

We have reviewed the account in question and do see that the customer formally requested to cancel his service on 3/23/I am not sure why the ticket to close the account was not processed at that time, but for whatever reason it was notWe sincerely apologize that the issue was not handled
at that timeI have confirmed that the account has now been closedThe account has been removed from Auto-Pay which will eliminate any further amounts being drafted from their accountWe have issued a credit of $for the charges billed since the date of the formal cancellation requestThe final invoice on the account has not been paid so $of this credit amount will apply to those charges to clear the balanceThe remaining credit balance of $will be refunded to the customer for charges that were paid after he requested to cancel on 3/23/17.Again we apologize for the inconvenience.Sincerely,***Impact Telecom Customer Care

We have reviewed the account in question and see that there is an ongoing repair issue. I have talked with the customer this morning regarding his issue and he will be sending me a picture of the equipment in order to have our Technical Support team review. We will work with him by phone to resolve...

the issue. I have also issued a credit of $18.04 for the time he has been without service as we discussed.  Thanks,LisaImpact Telecom Customer Care

Thank you for contacting Impact Telecom. We have reviewed the customer's account. The customer had a previous account with us in 2009 that was set up on Recurring Credit Card Payment. Each time we tried to process a payment for that account it was rejected. The account was eventually canceled with a...

balance of $95.44 owed on the account. The customer contacted us again in July of this year to set up a new account at the same address and same telephone number. The new account was opened and once it was realized that the customer had an outstanding balance from a previous account the new account was blocked. The $95.44 amount the customer paid was for outstanding charges on their old account and were in fact valid charges. The customer did however make total payments of $11.84 on the new account that was set up and they were never able to use that service. I have submitted a credit for the amount of $11.84 and will request refund of that amount.Please let us know if we can be of further assistance. Thanks,[redacted]Impact Telecom Customer Care

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.
 This is to inform you that my telephone service has been restored as of Friday afternoon, June 9, 2017. I still do not have an answer for what exactly happened and who did what... Impact Telecom staff could not provide me with a satisfactory answer. Beside this, I learned today that they changed my account number and I was not informed of this. Also, the supervisor that called me last Friday to discuss with me promised to send me an email with details about crediting my account and also with a ticket number for an other issue, the quality of the mobile phone app is not the best. I am still waiting for this, hope that this is going to solved.  
Sincerely,
[redacted]

Revdex.com- We have attempted to reach out to the daughter [redacted] both by phone and email to assist in locating the account information pertaining to her mothers account. As soon as we have the needed info we will provide the customer and the Revdex.com an update on the status of the...

complaint. Thanks

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]

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]

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 clear. That was the reason why the agent had to call back was to reconnect. The second time was me complaining already about the charges when I was given the access number. Impact Telecom has failed to detail that I never used their service using an access number prior to 2/13/2017 which is when I saw the charges they made with my credit card. Again, had I was clearly informed of the access number I would have used it.
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.
 But until  today (28th February 2018) the telephone line is not working .  
Sincerely,
[redacted]

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]

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 $70.00 for. We have issued full credit to the customers account. We have also called and spoken with [redacted] and explained to him that...

the credit has been issued and the account balance is $0.00. The customer was pleased with the outcome and we believe this matter to be resolved. Please let us know if we can be of further assistance. Regards[redacted] Customer Service Supervisor

We have reviewed the account in question and spoke with the customer. There was an error with the customer's email address which prevented him from knowing that his service was active. We have issued a credit of $15.74 for the first invoice received and extended the customer's 30 day trial period...

for another month so that he is able to use the service. This information has been communicated to the customer and he was agreeable to this offer.  Sincerely, [redacted]Impact Telecom Customer Care

Initial Business Response /* (1000, 11, 2015/12/15) */
After review of the account we have credited the account in full as we see no usage on the October and November invoices for a total credit of $36.34. We have also left a message for the customer of the resolution. Please let us know if we can...

be of further assistance.