Impact Telecom, LLC

We have reviewed the account in question. I have delayed response to this complaint since yesterday 6/08/17 in order to allow our request to port the customer's number back to Impact Telecom to complete. We did receive confirmation a few minutes ago that the request has completed. This 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 authorization. That is apparently what happened in this case. We 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 $25.00 for the time without service during this issue. We apologize for the inconvenience.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/11/05) */
After the review of the account Impact Telecom has made the decision to issue the credit amount of $2874.38 which clear the balance on the already closed account. We have also reached out to the customer leaving a message with my direct...

number.

Revdex.com. We have reached out to the customer in an attempt to resolve the customers complaint. We 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 to. Although 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 $54.54. The customer has my direct number to contact me directly if there are any further questions. Please let us know if we can be of further assistance. Regards,[redacted]

We have reviewed the account in question and there indeed are multiple calls for 5:12 on the invoices beginning in July 2016. We did not receive any notification of an issue until 10/04/16. The customer requested to cancel the service on 10/05/16 via email. It is our policy to request that any...

account changes to Commercial accounts be made in writing. I do apologize that we were not provided with any information prior to 10/04/16 so that we could work to resolve the issue prior to cancellation. We do show that the customer called us in January 2016 to request that we block calls coming from Canada and that request was completed. I have reviewed the total for the calls in question from July through September 2016 and issued a credit of $79.86. Please also note that Impact Telecom would have no reason to "place" calls on a customer's invoice as this would only generate a customer complaint and it is of no benefit to us as a company for a customer's service to not work as requested. We apologize for the inconvenience.Sincerely,[redacted]Impact Telecom Customer Support

Initial Business Response /* (1000, 12, 2015/09/11) */
Revdex.com complaint... customer canceled service in 2014 and then we started picking up domestic in March 2015. This created a Dial Around account for the customer and was charging .86 a minute for the calls. I have credited the full balance 76.05...

and canceled the account I have also left the customer a message to contact us if there are any questions.
Thanks
[redacted]

We have reviewed the account in question. Per our terms and conditions we do not prorate the final invoice. As a courtesy I have issued a credit of $11.79 for this customer. The remaining balance is $10.58.We apologize for any inconvenience. Sincerely,LisaImpact Telecom Customer Care

We have reviewed the account in question in more detail. The account was set up in October 2016 with a plan of $24.99 with a lifetime discount of $5.00 which would bring the monthly charge to $19.99/month. The customer called in and spoke with one of our agents and advised them that his monthly fee was supposed to be $19.99/month. We have pulled the customer's sales call and confirmed that he agreed to $24.99/month with the lifetime discount of $5.00 which would make his monthly fee $19.99/month. He 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 3/27/17 invoice in error. A credit of $24.99 was applied to his account on 6/10/17 after he reported the error. The customer reported an issue with his service on 3/03/17 and it was resolved on 3/13/17 after we sent him a new ATA and he emailed us to confirm that the service was working. This is the only repair issue the customer has reported in the lifetime of his account. During the time of his repair issue he requested cancellation. The account was canceled and then reopened after he decided to keep the service. Because the account was canceled, he lost his lifetime promo which is why his invoice now reflects $24.99/month. I am applying an additional credit of $15.00 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 account. If the customer would like to keep his service, we can request to have him placed back on the Lifetime plan with the $5.00 discount which would make his monthly fee $19.99/month. If 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 fees. Sincerely,[redacted]Impact Telecom Customer Care

We have reviewed the account in question. This customer utilized our Prepaid service which does require that the account be recharged at least once every 12 months. The last recharge for this customer was on 10/22/16 which was well over the 12 month timeframe before the account was expired. This is...

not a new process for prepaid customers. The guidelines for use of the Prepaid service are listed in the Terms and Conditions of the account and are viewable by the customer at any time. I have listed below the exact section pertaining to balance recharges:E) Restrictions on Use of Service - Prepaid Service Fee    The Service cannot be used in an unlawful, fraudulent or abusive manner. If you do not recharge your prepaid balance within twelve (12) months from the date of purchase or recharge, you will be assessed an administrative fee equal to the remaining balance in your account. I do apologize for the inconvenience. As a one time courtesy, we will open a new account for this customer starting with the $9.04 in question. Please have her call 1-800-213-6004 to provide her payment information so that a new account can be established.

We have reviewed the account in question and show that [redacted] did contact us on 10/05/16 and requested to cancel his service. The agent he spoke with could not complete the transfer and advised they would have someone call the customer back. [redacted] called back in on 10/06/16 at which time...

his account was canceled. His 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 invoice. I have requested a credit for the final invoice amount of $5.95 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,[redacted]Impact Customer Care

Initial Business Response /* (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 expire. All prepaid accounts expire if not recharged within 12 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 $9.90. Please ensure that your account is recharged prior to 6/30/16 in order to retain the service.
Sincerely,
[redacted]
Startec Customer Care
Initial Consumer Rebuttal /* (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 account. I will recharge my account before 6/30/2016 before my balance of $9.90 set to expire this date.
Best,
_s

Initial Business Response /* (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 2 of her lines back to AT&T and one line stayed with us. We disconnected the line when no payments were received for 4 months....

As a courtesy to [redacted] we have credited the customer $88.16 on account XXXXXXXXXXX and credited her $260.46 and waived the $75.00 reinstate fee on account XXXXXXXXXXX and [redacted] paid $260.45 with me and our Provisioning team submitted an order on 8/03/15 to reinstate telephone number 316.636.2468. Our order has completed and I have called [redacted] this morning on the 316.636.2468 and have confirmed the service is working. I have also given her the order number for her reinstate and instructed her to contact AT&T to have her number ported over to them. Impact Telecom feels that we have assisted the customer and resolved the issues the customer felt she had and reinstated her number as requested.

We have reviewed the account in question. We do see that the customer has reported previous issues with an echo on his toll free number. We have been working with the customer regarding his most recent report on ticket [redacted]. We spoke with the customer 7/13/17 and  advised of the changes that...

were made in an attempt to correct this issue. The customer reported that he had not had any new issues. We do value all customers and hope that we have been able to finally resolve this issue. The customer has been advised to let us know if any other issues arise.Sincerely,[redacted]Impact Telecom Customer Care

We have reviewed the account in question and see that it was canceled on 7/14/17. Since we received no prior notification that there was any issue with the account nor that the customer wished to cancel the service it did remain open. We have no way of knowing that a credit card has been canceled...

unless the customer notifies us personally. We would also have had no way of knowing that the customer wished to close the account unless we were notified by the customer personally. Our first notification that he wished to close this account occurred on 7/14/17 when an agent contacted him regarding the balance on the account. At that time the account was closed per the customer's request. Since we were not notified to cancel the account, the charges are in fact valid charges. I have verified that the customer had no usage during the time the account was active and I have credited the charges as a courtesy. There should be no further invoices generated regarding this account.Sincerely,[redacted]
[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]

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.  What I still dislike is that the contract we signed was 10 years old and had not been updated since 2007.  I feel that allowing this contract remain valid and a deceptive practice.  I could understand a 3-5 year with new signatures at the anniversary of the said contract.  Impact and it customer service center are a predatory service that does not allow a business in good faith to get out of it contract.   My employees and myself probably called 25 times and each time requested to speak to a supervisor and was told it was e-mail in and they would contact us.  We were never contacted until we filed this complaint.  Thank you Revdex.com and shame to you impact.
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 phones. The 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 dial. There were actually 2 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. The customer's wife did add money to her prepaid account, but dialed the access numbers that are associated to post paid accounts which caused the calls to bill on the wrong account. There are separate access numbers for prepaid and post paid accounts which...

is what allows us to apply calls to the appropriate account. We have given the customer the correct access numbers to be used for the prepaid account. Unfortunately prepaid services are nonrefundable. The customer will need to use the balance that has been added to the account. As a courtesy, we have issued a credit for the $5.84 in charges that were billed to the post paid account so that bill can be disregarded. Please note that if the customer dials the incorrect access number again this will generate new charges which they will be responsible for.  Sincerely,[redacted]Startec Customer Care

I have again reviewed the account including the email received from the customer the day the account was set up. The email directs the customer to our website to obtain the information needed for using the product they selected. The prepaid product clearly provides the correct access number to be used for the Prepaid service. I have tested these via the email received by the customer to ensure that all is working correctly. This email was sent to the customer on 11/25/16 per his attachment on this complaint. The calls that were made were placed on 11/28/16. We have met all promises provided for in the service that we offer. We have issued a $5.84 courtesy credit for the calls that were made in good faith for the possible misunderstanding of how to use the service. Unfortunately we will not be able to refund the amount charged on the Prepaid account. This amount will need to be used. Please use ###-###-#### as the access number for your prepaid service. This access number can also be found on our website at www.startec.com/support. This is the link that is included in your welcome letter.  Sincerely,[redacted]Startec Customer Care

We have reviewed the account in question and found that the customer does have a credit balance of $8.20. 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 issue. This request has been escalated and a refund check in the amount of $8.20 will go out on Monday 1/15/18 to the address on the account.Again I apologize for the inconvenience and the unnecessary timeframe to resolve.Sincerely,Lisa

We have reviewed the account in question and show that this customer did request cancellation of their service on 3/24/16 at which time the account was canceled. The customer had just generated a new invoice on 3/21/16 and had not had time to receive it when he requested cancellation. Since the...

cancellation request was made in the middle of a billing cycle the customer did then receive a final billing on the account. As a courtesy we have issued a credit of $10.00 on the account and will request a refund for that amount.Please let us know if we may be of further assistance. Thanks,[redacted]Impact Telecom Customer Care