Integra Telecom

Good Afternoon.  Integra has been providing telecommunications services in portions of Scott and Rice counties for over 70 years.  We pride ourselves in providing industry-leading customer service and take Revdex.com complaints very seriously.Mr. [redacted] submitted this complaint prior to a...

follow-up call from our Local Customer Service Manager.  As a good-will gesture, Integra waived the $45 service order charge.As additional background:  Industry rules require that Integra does not re-assign a telephone number within 90 days of the number being disconnected by the previous customer.  In Mr. [redacted]'s case, the number was held for over 24 months before it was assigned to him back in 2011.  In addition, while not required, Integra also does not re-assign numbers that have had internal collection activity.  It's unfortunate that this customer was receiving unwanted phone calls on the telephone number that was assigned to him.  With that being said, unfortunately, Integra is not able to control who calls our customers and in what instances telephone numbers are verbally and electronically stated.   We go above the normal industry requirements to assign numbers to prevent unwanted calls.  There is a significant cost associated with telephone number changes as they need to be updated in billing records, directory assistance, E911, and the local and long distance switching systems.  Regards,Mary [redacted]Integra TelecomGeneral Manager

Integra is totally unresponsive. We changed our whole phone/internet/web hosting to Integra, they promised internet speeds comparable to Comcast and it's not even close, our phones go down a lot and we have to reboot our switch each time. The Project Manager didn't communicate or properly schedule training so we still don't know how to properly use all our functions. They over sold and under delivered! We've had one issue after the next and no one in management will even call us back. We have tried now for three months to get in touch with someone to discuss our multiple issues and not one word from them. Horrible.

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 account. However, 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 provided. We are notifying the customer of this offer, and we anticipate this will resolve the matter. Please contact me with any remaining questions. Regards, [redacted]

To whom it may concern, Integra has researched the complaint filed by [redacted].  Mr. [redacted]complained that Integra would not disconnect his remaining services and that hewould like his invoice cancelled. Please see Integra’s response below. On 4/27/2014, Ms. [redacted] called to let...

Integra know that she had received Integra’s “Remaining Product” letter advising her that, unless notified in writing by an authorized person on the account, Integra would continue to bill the customer for the identified remaining products. Ms. [redacted] was subsequently advisedseveral times that Integra requires a written disconnect request to besubmitted by an authorized person. Additionally, Integra sent the customer aform that an authorized person could fill out to properly request thedisconnect. Integra did not receive a completed form from the customer.  The customer was invoiced correctly, since Integra was not notified in writing by an authorized person to disconnect theremaining products on the account. However, in the interest of resolving this complaint, Integra will disconnect the services and back-date the billing to anend-date of 4/27/2015.  Please let me know if I can be of further assistance. Regards, .EdnaSundahy here...

Since you have noted several different locations I will need the Integra account numbes to be able to research this complaint.Regards,[redacted]

Integra has researched the comp;aiont filled by [redacted] on behalf of Gilbert Physical Medicine. Integra's response follows.
Integra has adjusted billing for this account and issued credits for $365.26, plus taxes and surcharges.
Integra has also offered an additional...

one month "goodwill" credit to this customer.  Management is waiting for a return call from Mr. [redacted].
the account is billing correctly and the "goodwill" credit will be posted to the customers account after Mr.[redacted] returns the managers call.
No other credits will be issued.
Please let me know if you have any further questions.
Regards,
[redacted]
Escalations Specialist

Initial Business Response /* (1000, 9, 2015/12/21) */
In July, Integra introduced an Account Maintenance Charge (AMC), associated with general account servicing and administration. Customers can offset some or all of the cost of this charge by subscribing to paperless billing (a $7.50 credit)...

and/or ACH auto pay (a $5.00 credit). Customers may choose not to subscribe to these features, in which case they will be assessed all or part of the AMC. Customers may also choose to transition their services to another carrier, with assistance from Integra Customer Care. Because [redacted] is a valued Integra customer, we have agreed to provide a $10 monthly discount by reducing the price of each line by $1 through the end of the contracted term. Integra will also issue a one-time $50 credit to cover the $5 charge plus any late fees assessed to the customer since the AMC was introduced.
Initial Consumer Rebuttal /* (2000, 11, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We reluctantly accept this short term offer from Integra. We do not appreciate Integra's continued policy demanding that customers give Integra full access to and control of their customers' checking accounts. This Integra policy will have a major impact on our decision when we consider our future telecommunications options when our current contract expires. Integra's AMC charge and credit of $12.50 per month is simply an incentive to gain control of customer's checking accounts. I receive my monthly bill by email and initiate monthly payments through the Integra website. I don't believe my account costs Integra any additional expense. I just do not allow Integra control of my checking account through auto debit and therefore I am charged an additional $5 per month. THIS IS NOT A STANDARD OR ACCEPTABLE BUSINESS PRACTICE.

Integra is totally unresponsive. We changed our whole phone/internet/web hosting to Integra, they promised internet speeds comparable to Comcast and it's not even close, our phones go down a lot and we have to reboot our switch each time. The Project Manager didn't communicate or properly schedule training so we still don't know how to properly use all our functions. They over sold and under delivered! We've had one issue after the next and no one in management will even call us back. We have tried now for three months to get in touch with someone to discuss our multiple issues and not one word from them. Horrible.

Since you have noted several different locations I will need the Integra account numbes to be able to research this complaint.Regards,[redacted]

To whom it may concern, Integra has researched the complaint filed by [redacted].  Mr. [redacted]complained that Integra would not disconnect his remaining services and that hewould like his invoice cancelled. Please see Integra’s response below. On 4/27/2014, Ms. [redacted] called to let...

Integra know that she had received Integra’s “Remaining Product” letter advising her that, unless notified in writing by an authorized person on the account, Integra would continue to bill the customer for the identified remaining products. Ms. [redacted] was subsequently advisedseveral times that Integra requires a written disconnect request to besubmitted by an authorized person. Additionally, Integra sent the customer aform that an authorized person could fill out to properly request thedisconnect. Integra did not receive a completed form from the customer.  The customer was invoiced correctly, since Integra was not notified in writing by an authorized person to disconnect theremaining products on the account. However, in the interest of resolving this complaint, Integra will disconnect the services and back-date the billing to anend-date of 4/27/2015.  Please let me know if I can be of further assistance. Regards, .EdnaSundahy here...

Integra has researched the comp;aiont filled by [redacted] on behalf of Gilbert Physical Medicine. Integra's response follows.

Integra has adjusted billing for this account and issued credits for $365.26, plus taxes and surcharges.

Integra has also offered an additional...

one month "goodwill" credit to this customer.  Management is waiting for a return call from Mr. [redacted].

the account is billing correctly and the "goodwill" credit will be posted to the customers account after Mr.[redacted] returns the managers call.

No other credits will be issued.

Please let me know if you have any further questions.

Regards,

Escalations Specialist