Integra Telecom

We have researched the complaint filed under ID [redacted] The complaint states that the customer cancelled services and continued to be billedThe customer requested a refund of $On 5/11/Integra issued a check to refund this amount to the customerThe customer is welcome to contact Customer Care with additional questions or concernsRegards, Donna [redacted] , Manager, Regulatory Affairs

We have reviewed the latest notes to the complaint filed under ID [redacted] We have performed in accordance with our agreement, and have applied a “good will” credit to the customer’s accountHowever, the customer is asking to be released from the service contract with no early termination fee (ETF)The customer has a remaining balance on the account, for services provided The customer is responsible for payment of services provided, until the customer provides a written notice of disconnect The customer’s contract expires August 2017, but we will release the customer from the contract, with no ETF, upon receipt of a written notice of disconnect and payment for services providedWe are notifying the customer of this offer, and we anticipate this will resolve the matterPlease contact me with any remaining questionsRegards, [redacted]

Complaint: Integra charged us with an early termination fee of $for a PRI circuit that we use and are still paying for on a monthly basisDesired Resolution: Full refundWe did not terminate our PRI circuity and continue to pay monthly for our PRI circuitWe request a full refund of early termination fees

Integra has researched the complaint filed by [redacted] on behalf of his companyMr [redacted] is disputing Early Termination Fees (ETFs), and stating that Integra did not work to resolve the issueHe is requesting a full refund of the ETFs that were paidIntegra received a request on 6/18/to port four of the customer’s numbers, in advance of the contract termOn 6/19/a letter was sent to the customer advising that ETFs would be assessed if the numbers were ported before the contract was satisfiedThe Master service Agreement (MSA) states, “ Integra may charge the customer an Early Termination Charge fee equal to and including any or all of the following: 100% of the total MRC, surcharges and taxes for the Service Term or the Renewal Services Term ”Integra then sent multiple reminders to the customer in regards to a past due amount on the account (from 8/19/to 9/14/2015)There was no contact from the customer, and therefore, on 9/14/the customer’s services were suspended for non-payA payment was made by Mr [redacted] the same day, and services were restored that dayThe ETF charges have been paid, but will not be refunded to the customer because the customer ported numbers to another carrier before the contract had completedTherefore, Integra has billed the customer correctly.Please let me know if you have further questions.Regards.Edna S [redacted] Escalation 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. Yes, Integra reluctantly agreed to wave the $45 fee for assigning a new number. I found their approach to customer service a bit lacking especially given the fact that the previous owner of my phone number was actively using it as a leave behind number while shopping for home refinancing quotes. It has been a 6 1/2 year adventure dealing with debt collectors, lawyers and other miscellaneous calls that never seemed to stop. I reported the problem to Integra at least twice before. I now have a new phone number and life is good. Thank You, [redacted]

Complaint: ***
I am rejecting this response because:We were not given notice of early termination fees. As you can see on page of the attached Early Term Invoice PDF, there is simply a line for early term and a cost of $4465. Not details were provided. As a fair business practice and to maintain our business relationship, please refund the $
Regards,
*** ***

Integra has researched the complaint filed by *** *** on
behalf of his companyMr*** is disputing Early Termination Fees (ETFs),
and stating that Integra did not work to resolve the issueHe is requesting a
full refund of the ETFs that were paidIntegra received a request on
6/18/to port four of the
customer’s numbers, in advance of the contract termOn 6/19/a letter was
sent to the customer advising that ETFs would be assessed if the numbers were
ported before the contract was satisfiedThe Master service Agreement (MSA)
states, “…Integra may charge the customer an Early Termination Charge fee equal
to and including any or all of the following: 100% of the total MRC, surcharges
and taxes for the Service Term or the Renewal Services Term…”Integra then sent multiple reminders to the customer in regards
to a past due amount on the account (from 8/19/to 9/14/2015)There was no
contact from the customer, and therefore, on 9/14/the customer’s services
were suspended for non-payA payment was made by Mr*** the same day, and
services were restored that dayThe ETF charges have been paid, but will not be refunded to the
customer because the customer ported numbers to another carrier before the
contract had completedTherefore, Integra has billed the customer correctly.Please let me know if you have further questions.Regards.Edna S*Escalation Specialist

We have researched the complaint filed under ID ***The complaint states that the customer cancelled services and continued to be billedThe customer requested a refund of $On 5/11/Integra issued a check to refund this amount to the customerThe customer is welcome to contact
Customer Care with additional questions or concernsRegards, Donna ***, Manager, Regulatory Affairs

Complaint: ***
I am rejecting this response because:
We were not given notice of early termination fees. As you can see on page of the attached Early Term Invoice PDF, there is simply a line for early term and a cost of $4465. Not details were provided.
As a fair business practice and to maintain our business relationship, please refund the $
Regards,
*** ***

Complaint: Integra charged us with an early termination fee of $for a PRI circuit that we use and are still paying for on a monthly basis.Desired Resolution: Full refundWe did not terminate our PRI circuity and continue to pay monthly for our PRI circuitWe request a full refund of early termination fees

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We have researched complaint #***The customer complains that the business has experienced internet speed issues, and is subscribed to a firewall service they are not usingIntegra’s records reflect ongoing overutilization of the internet circuitsIntegra has repeatedly advised the customer
of the overutilization, and recommends increasing the available bandwidth at the relevant siteIn regards to the firewall product, the customer is under term but Integra has offered to let the customer cancel this product with no Early Termination Fee, upon signing a contract renewalThe customer is welcome to contact Customer Care with additional questions, or to accept this offer

According
to the complaint the customer appears to be associating the Early Termination Fees
(ETFs) with a PRI circuit that the customer is still using and paying for
monthlyRather, the ETFs resulted when the customer ported out four of its basic
voice lines. The end-date
of the service agreement for the lines that were ported is in 2017, which is
why ETFs were assessed when the lines were ported Integra notified the customer about the ETFs
when we received the port request from the new carrier, but did not hear back
from the customer and the account was ultimately suspended for non-payIntegra
performed in accordance with the terms of the agreement, and has billed the
customer correctlyIf
the customer would like additional information or explanation, they may contact
an Integra Customer Care representative at 1-866-INTEGRA (468-3472) or [email protected]

Integra repair records show that the first time this issue was brought to our attentionwas 5/13/2015. Integra needs to have this information in order to correctthe issue. The customer was offered a solution for the issue but has not enabledIntegra to correct it. Integra regrets any...

inconvenience the customer has experienced, and agrees to waive the Early Termination Fees on the account inorder to resolve this matter. The account has been noted.Please let me know if you need further assistance.

Integra has researched the complaint filed by [redacted] on behalf of [redacted] Inc. Mr. [redacted] claims that he was not advisedhe would receive a $25.00 Service Order Charge or that he would be billed for 30 days after he requested to disconnect service. The customer’s Master...

Service Agreement (MSA) states that the services will continue month-to month until terminated by either party uponexpiration of thirty days’ written notice. Integra received the customer’s written disconnect notice on 9/11/2015.While we believe the customer has been billed correctly, we will apply a credit of $25 to the final invoice.Regards,[redacted]

We have researched the complaint filed under ID [redacted]. The complaint states that the customer cancelled services and continued to be billed. The customer requested a refund of $154.05. On 5/11/17 Integra issued a check to refund this amount to the customer. The customer is welcome to contact...

Customer Care with additional questions or concerns. Regards, Donna [redacted], Manager, Regulatory Affairs

Initial Business Response /* (1000, 8, 2015/11/13) */
Dear Mr. [redacted],
Integra has researched the complaint filed by [redacted]. Ms. [redacted] claims Integra breached its contract by providing poor service. She states she has offered twice to settle the Early Termination Fees (ETF) she...

received.
Ms. [redacted] has filed numerous complaints in regards to this matter. Integra sent a letter to Ms. [redacted] on 4/2/2015 agreeing to accept a reduced payment as full and complete settlement of the matter. After receiving no response for four months, Integra had no choice but to attempt a resolution through its collection team.
Please let me know if I can be of further assistance.
Edna [redacted]
Escalations Specialist

Complaint: Integra charged us with an early termination fee of $4469.00 for a PRI circuit that we use and are still paying for on a monthly basis.
Desired Resolution: Full refund. We did not terminate our PRI circuity and continue to pay monthly for our PRI circuit. We request a full refund of early termination fees.

Integra has researched the complaint filed by [redacted] on
behalf of his company. Mr. [redacted] is disputing Early Termination Fees (ETFs),
and stating that Integra did not work to resolve the issue. He is requesting a
full refund of the ETFs that were paid. Integra received a...

request on 6/18/2015 to port four of the
customer’s numbers, in advance of the contract term. On 6/19/2015 a letter was
sent to the customer advising that ETFs would be assessed if the numbers were
ported before the contract was satisfied. The Master service Agreement (MSA)
states, “…Integra may charge the customer an Early Termination Charge fee equal
to and including any or all of the following: 100% of the total MRC, surcharges
and taxes for the Service Term or the Renewal Services Term…”Integra then sent multiple reminders to the customer in regards
to a past due amount on the account (from 8/19/2015 to 9/14/2015). There was no
contact from the customer, and therefore, on 9/14/2015 the customer’s services
were suspended for non-pay. A payment was made by Mr. [redacted] the same day, and
services were restored that day. The ETF charges have been paid, but will not be refunded to the
customer because the customer ported numbers to another carrier before the
contract had completed. Therefore, Integra has billed the customer correctly.Please let me know if you have further questions.Regards.Edna S[redacted]
Escalation 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.  Yes, Integra reluctantly agreed to wave the $45 fee for assigning a new number.  I found their approach to customer service a bit lacking especially given the fact that the previous owner of my phone number was actively using it as a leave behind number while shopping for home refinancing quotes.  It has been a 6 1/2 year adventure dealing with debt collectors, lawyers and other miscellaneous calls that never seemed to stop.  I reported the problem to Integra at least twice before.  I now have a new phone number and life is good.   Thank You, [redacted]