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 and the matter has been resolved.
Sincerely,
[redacted]
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that [redacted] is disputing a $199.00 fee billed on invoice dated June **, 2016 he is also requesting out of service credit for the time period which his service was inoperable. Broadview Networks advises that in regards to the $199.00 fee billed this fee is associated with a billable technician visit to customer’s premise on April **, 2016 which the customer authorized. The history leading up to the visit of the technician is as follows: On April 1, 2016 [redacted] reported no dial tone on telephone number ###-###-####, a loop test was performed on the line associated with this telephone number. A loop test detects any trouble from the Central Office (the starting point of the service) to the demarcation point (please note the carrier area of responsibility does not exceed the demarcation point, anything beyond the demarcation point is considered inside wiring and this is a billable service). The test result showed that there were no issues on the line; this line was being utilized for voice and DSL service. The DSL service was up and running. This information was relayed to [redacted] via email on April *, 2016 (please note this was the following business day). It was at this time that we requested authorization to dispatch out a Broadview Networks technician advising that the dispatch out may be billable. We received no response from customer though additional emails were sent and voicemails were left on April [redacted] [redacted], 2016. In the email communications dated April *, 2016 [redacted] did not provide authorization for a Broadview Networks technician to be dispatched out he just responded to a question raised as to whether he had checked his actual phone to rule out trouble with it. No further communications was received from [redacted] until April **, 2016 it was on this day that he authorized for a Broadview Networks technician to be dispatched out to his premise. The Broadview Networks technician reported back that he found the cross connect associated with this customer’s line to have been removed; therefore, he connected it back. The removal of the cross connect was not done by Broadview Networks as the last repair ticket which was opened on this account was in August 2015. Additionally, the telephone room which houses this customer’s demarcation point is located within a telecom room shared by others occupying space in the same building as [redacted], therefore, it could have possibly been removed by another tenant. Ultimately, when speaking with [redacted] on August *, 2016 we did advise that the $199.00 fee had been credited back to his account. Additionally, we adhered to [redacted]’s request for out of service credit for the period of April *, 2016 to April **, 2016 though out of service credit was not warranted. The out of service credit which was placed on this account is in the amount of $43.72. Upon placing the out of service credit [redacted] was advised of the account balance owed to Broadview Networks in the amount of $538.99. It was at this time that [redacted] began screaming that Broadview Networks can provide him with additional credits as he has not received any credit for previous service issues. This prompted a review of the repair history on this account, which it was found that the last repair ticket opened on this account prior to April *, 2016 was on August **, 2015 in which [redacted] reported no internet service, in which it was found that he was affected by an outage which was cleared on August **, 2015. There is nothing on this account indicating that [redacted] called in to request out of service credit for this issue. Broadview Networks has applied an out of service credit for this issue in the amount of $4.00, the out of service credit is based on cost of DSL service only. When speaking with [redacted] several attempts were made to advise him that his account is currently suspended for non-payment and is pending disconnection for non-payment. However, [redacted] continued to scream and ultimately hung up the phone. Broadview Networks advises that we adhered to all request made by this customer. Though the dispatch fee was valid we provided him with a credit as a courtesy. Though out of service credit was not warranted for the April *, 2016 issue we provided him with the credit as a courtesy. Unfortunately, there are no additional credits owed on this account. [redacted] has an account balance owed in the amount of $538.99 of that amount $396.97 is past due and $142.02 is current. The last payment received on this account was on April *, 2016 in the amount of $131.32 which covered invoice dated March **, 2016. Though [redacted] received numerous communications regarding the past due balance owed on his account the pending service interruption [redacted] did not contact Broadview Networks regarding his billing dispute until July 29, 2016 which is after his service was interrupted for non-payment. When he called in on July **, 2016 to dispute the $199.00 fee assessed to his bill he requested a callback from the Billing Department. Because July **, 2016 was on a Friday a callback attempt was made on August *, 2016 and again on August *, 2016 on both occasions voice mail messages were left. Broadview Networks advises that based on the issues presented within the complaint we have addressed all. If [redacted] has any further issues which he needs assistance with he can contact me directly at ###-###-####. We do urge [redacted] to contact us prior to the date in which his service is scheduled to be disconnected as once service is disconnected a reinstallation is required and there is an installation fee associated. Additionally, at this time [redacted]’s service is suspended. Lisa T[redacted] �...⇄ [redacted] [redacted] ...⇄ [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As previously noted in the original complaint, I had never had any use of the disputed line since its inception because tech support was never able to resolve the issue of inability to connect and company cannot show evidence of any communications traffic over disputed line since I could never make or receive calls as a result. In the absence of ability to utilize this second line which could not be restored to a usable state since inception, I am still having problems comprehending a duty to pay this bill.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.
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 and the matter has been resolved.
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As I was threatened with another set of early termination fees on my other landlines, I assumed those were the termination fees to which Broadview was referring. I do not know the status of those termination fees.Regarding this other contract, I was never advised of my supposed contractual obligation to a three year contract and certainly would not have signed up for such a service. I specifically asked whether the service that was proposed was something I could cancel at any time without penalty and was told 'yes'. I was misled by the Broadview employee or contractor over the phone, who then assumed I would not read the fine print, which I confess, I did not. In any event, a $1044 early termination fee is simply unreasonable. The purpose of any early termination to cover the cost of equipment in this case a landline. There is no reasonable way that such a phone could be valued nearly that much. In any case, they will get their equipment back long before it is rendered obsolete.Braodview's bait, switch and entrapment policy is completely unethical and I am well within my rights not to reward their behavior.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Prior to the receipt of this complaint [redacted]'s issues had been resolved. When speaking with [redacted] she advised that the issue which led to her filing a complaint with the Revdex.com was a charge of $199.00 which she was seeking credit for. However, prior to [redacted] being contacted regarding the complaint she had already received a return call from a Manager who did apply the requested credit to her account. It was then confirmed that [redacted] required no additional assistance. Broadview Networks advises that though the issue was resolved to customer satisfaction we greatly apologize for the inconvenience which was posed upon [redacted]. The charge which she was disputing was associated with a technician visit and therefore, the system automatically generated this charge.
[redacted]
[redacted] [redacted]Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that this customer had two (2) accounts with Broadview Networks, which customer initiated the orders on both (please see ‘EXHIBIT I’). The supporting information which [redacted] provided is associated with account number [redacted]. In an attempt to provide a response which is transparent, both accounts will be addressed separately.Account number [redacted] which is associated with “Order Receipt” dated September **, 2014. This account was disconnected by Broadview Networks Collections Department on October **, 2016 for non-payment. At said time that disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $123.52 the last payment which had been received on this account was on June **, 2016 in the amount of $100.55 which covered invoices dated March **, 2016; April **, 2016; May **, 2016 and June **, 2016. Account number [redacted] which is associated with “Order Receipt” dated September **, 2014. This account was disconnected by Broadview Networks Collections Department for non-payment on May *, 2017. At the time which disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $148.30. This account had been current up until April *, 2017 which is the date that customer reversed the following credit card payments: March **, 2017 payment in the amount of $29.20; February **, 2017 payment in the amount of $58.84 and December **, 2017 payment in the amount of $29.25.Communications which this customer attached to this complaint are communications sent by Broadview Networks Collections Department regarding account number [redacted]. Reviewing ‘EXHIBIT II’ which is one of the notifications from Broadview Networks Collections Department, the customer attempted to respond back to this notification however, it is indicated on the email “Please do not reply to this email” this is due to this email address being used for outgoing emails only.. When speaking with [redacted] he acknowledged that he had two (2) accounts with Broadview Networks. However, he also, advised that services under account number [redacted] never worked. Reviewing both accounts there was no indication of customer ever calling into Broadview Networks to report any issues with service.It is Broadview Networks position that both accounts were disconnected by Broadview Networks Collections Department for non-payment and Broadview Networks was within their right to do so. Automatic payments was set up on both accounts by customer upon signing up for service. However, automatic payments was discontinued on account number [redacted] as of March **, 2016 which is the date that Broadview Networks was advised that the credit card which was on file was expired as we attempted to do a transaction on March **, 2016. There was no replacement card provided by customer and next payment was mailed in. Payments on account number [redacted] continued to be paid using the credit card which was on file and updated by customer as of March **, 2016. Broadview Networks finds this matter to be resolved. Customer has satisfied account balance associated with account number [redacted], this account now has a zero (0) balance. There is an account balance owed in the amount of $**0.52 for account number [redacted]. This account balance is valid and no credit will be granted as we have found nor have we been provided with any documentation to support customer’s position that services under account number [redacted] never worked or that they requested to have services disconnected. [redacted] �...⇄ [redacted] [redacted]
[redacted] [redacted] ...⇄ [redacted] [redacted]
[redacted]
[redacted]
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted] via telephone on numerous occasions, leaving voicemail messages requesting a call back. To date we have received no return call from [redacted] Broadview Networks advises that we find the allegations made by [redacted] to be false. Broadview Networks advises that [redacted]’s monthly recurring charges for services provided by Broadview Networks was $50.7*, however, that does not include usage charges, taxes, surcharges and late fees (incurred for past due balance on account).. Broadview Networks further advises that there was no charge for the use of call forwarding feature as [redacted] had the call forwarding feature on her line, and she was subscribed to an $8.00 feature package which gave her three (3) features for the cost of $8.00 in total. Broadview Networks advises that [redacted] service was interrupted (outgoing calls prohibited) on June *, 2016 for non-payment. At the time of the service interruption [redacted] had an account balance owed in the amount of $**8.26, of that amount $1*6.54 was past due and $101.72 was current. At the time of the service interruption date of June *, 2016 the last payment which had been made on this account was in the amount of $170.00 on April **, 2016. At the time the April **, 2016 payment was made this customer had an account balance owed in the amount of $366.54, of that amount $264.6* was past due and $101.85 was current. The balance owed was comprised of an unpaid balance from invoice dated January **, 2016; unpaid invoice dated February **, 2016; unpaid invoice dated March **, 2016 and unpaid invoice dated April **, 2016. Post service interruption date of June *, 2016 this customer did make a payment in the amount of $75.00 on June **, 2016. The service was disconnected as the $75.00 payment did not satisfy the past due balanced owed on this account. Additionally, there is no record of [redacted] calling in to make any payment arrangements to avoid disconnection for non payment. Broadview Networks advises that based on the above we find this matter to be resolved. Reviewing ‘EXHIBIT A’ which is a copy of this customer’s invoice it is clear that the charges for services being rendered does not include a separate charge for call forwarding feature. Additionally, this customer was provided with notification prior to service interruption advising of date that past due balance had to be paid to avoid service interruption. This customer was also, provided with notification prior to service disconnection. Broadview Networks advises that we were within our right to disconnect service for non-payment. Lisa Taylor ...⇄ Complaint #: [redacted] Legal & Regulatory Specialist ...⇄ Date: July 8, 2016
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], its not resolved but they willing discuss to us thanks,so Please withdrawal our complaint
Sincerely,
[redacted]
T[redacted]
[redacted]
[redacted]
Dispute has been resolved by: January **, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the rebuttal associated with complaint number [redacted] dated January **, 2016. Upon receipt of this rebuttal we immediately reached out to [redacted] via telephone. Broadview Networks advises that we could not provide [redacted] with an exact dollar amount that will be her balance owed, due to us being unable to know the amount of taxes associated with the credit amount until we actually post the credit. We have provided [redacted] with an estimate that the balance on the account which would be her responsibility will be around the amount of $130.00 perhaps slightly lower. We have begun the process to have [redacted]’s telephone number ported back over to Broadview Networks, once we receive confirmation from the current carrier as to the date that it will be released we will apply the credit for the early termination fees and contact [redacted] directly so that she may pay the remaining balance owed.Broadview Networks advises that the agreement between both parties (Broadview Networks and [redacted]) is active. The terms of the agreement is that [redacted] will port her telephone number back over to Broadview Networks (this process has already begun) and Broadview Networks will waive the early termination fees which were billed on this account. The contractual agreement which was previously in place will be made effective upon the telephone number porting over.Broadview Networks finds this matter to be resolved, the above has been thoroughly discussed with [redacted]. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not been advised of the final amount that I owe. It is NOT over $200; I only had 2.5 months of service for a rate of $28.95. I can understand there are related fees, but it still shouldn't be three times the rate.Also, Broadview attached a MODIFIED contract. The contract I received to fill in is attached. THese are the ONLY documents I agreed on, and as you can see there's no mention of a three year contract. My agent must have added it, and also checked the three lines agreeing that I read all the terms. I was also NEVER advised that this is a three year contract. I have the original record of the fax and I can try to find a way for you to access it from my hard drive, if necessaryMy agent's name is [redacted] from Tele-com USA. His phone number is ###-###-####. You can take it up with him.
Sincerely,
[redacted]
[redacted] Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
[redacted] Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks did a thorough review of the repair history associated with this account, we focused on the period of January *, 2016 to present. Our records indicate that during the time period queried there were a total of six (6) service issues reported on this account. Out of the six (6) reported services issues only one trouble was isolated to be on the side of Broadview Networks and resulted in a repair being done by Broadview Networks. The remaining issues were isolated to the customer ISP side or customer network side. Broadview Networks advises that the most recent reported service issue was regarding issues with faxing which was the reported issue in most of the repair tickets which were opened. Broadview Networks advises that the Broadview Networks technician which was dispatched out on June **, 2016 isolated the issue to be with the customer LAN. The technician advised that the amount traffic on the customer’s network is adversely affecting the performance of the customer’s fax service. It was suggested that the customer has the fax line converted to a POTS line. As of June **, 2016 due to Broadview Networks receiving no response from customer we did make a follow up call to inquire if customer will be converting the fax line to POTS line. The customer advised that they will be porting the fax line back to Comcast and will obtain LAN line service via Comcast for this line. Broadview Networks advises that based on the above we find this matter to be resolved. Customer’s issues were directly related to ISP which Broadview Networks is not the provider. After testing done by a Broadview Networks technician proved issue to be on the ISP side or shall I say be due to network traffic Broadview Networks provided customer with the necessary information to alleviate this issue. Lisa T[redacted] �...⇄ [redacted] Legal & Regulatory Specialist ...⇄ [redacted]
[redacted]Dispute has been resolved by: June **, 2016Dispute...
will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted] via telephone, we reached a voicemail and a message was left requesting a callback.Broadview Networks advises that this customer reported no dial tone on telephone number ###-###-#### on April **, 2016. The following day on April **, 2016 [redacted] technicians performed a work stoppage. Please note, that [redacted] is the LEC involved and therefore, it is there technicians that address service issues on facilities which they own regardless of who the carrier is. This work stoppage delayed the repair of this line. On April **, 2016 this customer ported her telephone number out to another carrier however, [redacted] failed to cancel the dispatch out of a technician. Due to the [redacted] technician being dispatched out a fee was billed in the amount of $199.00 due to the technician finding that the telephone number associated with the repair ticket was no longer with Broadview Networks.Broadview Networks advises that this fee was billed in error and the entire invoice amount of $244.01 has been credited back to this account. This account is in closed status and has a zero (0) balance. Broadview Networks greatly apologizes for this error and additionally apologizes for the inconvenience posed upon this customer.If this customer requires additionally assistance she can contact me, Lisa T[redacted], at ###-###-####.[redacted]
The Revdex.com[redacted]
[redacted]
Dispute has been resolved by: May **, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rejection response filed under complaint number [redacted]. Broadview Networks advises that the interest fee billed on invoices dated March **, 2016 and April **, 2016 was billed in error. The courtesy credit for the original disputed cancellation fee crossed with the generation of invoice dated March **, 2016 which caused the interest to be billed, because the billing of this interest was not immediately brought to our attention interest was again billed on invoice dated April **, 2016.Broadview Networks has placed a credit on this account in the amount of $21.77 which covers total amount of interest fee billed. This customer should not receive any further invoices from Broadview Networks. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ [redacted] [redacted]
[redacted] [redacted] Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed the response to complaint number [redacted]. Broadview Networks advises that contrary towhat [redacted] states in his complaint his land lines are not the subject ofthis complaint and has no relevance in this matter. The early termination fees are associatedwith the Broadview Networks Flex Connect product which Broadview Networksreferenced in response dated June *, 2015. It is [redacted]’s positionthat he was unaware that he was signing a three (3) year contractualagreement however, it is BroadviewNetworks position that page one (1) ofthe signed contractual agreement provided on June *, 2015 states that the termlength is three (3) years. In additionthe following verbiage appears before the signature line “I have read and agree to the Master Terms and Conditions”, “I have readand agree to the Product-Specific Terms and Conditions”, “I understand thatthis Order Form and Agreement is for a term of 3 years and that earlytermination charges may apply if it is terminated early”, and “I have read andunderstand the VOIP Notification, Important Customer Information RegardingEmergency Services-911 Dialing”. It is [redacted]’s belief thatthe purpose of any early termination fee is to cover the cost of equipment andthat the early termination fees are associated with a land line. Broadview Networks advises that the typeservice which the subject contract is for is not land line service. Additionally, Broadview Networks advises thatthe “Terms” section of the Master Terms and Conditions section of contract(please reference page 5 of Exhibit A provided on June *, 2015), this sectionstates “Customer agrees that these earlytermination fees represent liquidated damages and not a penalty and are areasonable estimate of the actual reduction in value of this Agreement that Companywill sustain.”Broadview Networks advises thatbased on the above there is no remedy that we can offer that would be to thesatisfaction of [redacted]. As based onissues presented within initial complaint as well as rebuttal it appears thatit is [redacted]’s position he should not be liable for any early terminationfees. However, it is Broadview Networksposition that this customer signed the contractual agreement which was legibleand the verbiage used within it was very transparent.
[redacted] [redacted] [redacted] [redacted] ...⇄ [redacted] [redacted]
[redacted]
[redacted]
[redacted] Dispute has been resolved by:...
April *, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that in 2014 [redacted] signed a three (3) year contract renewal (please see attached labeled as ‘EXHIBIT A’ with Broadview Networks. However, services associated with this contract was ported out to a new provider as of March *, 2016, due to there being an active contract [redacted] was sent a letter notifying him that early termination fees would be billed to his account. [redacted] has been a long standing customer with Broadview Networks and his patronization is greatly appreciated. This being the case Broadview Networks has waived all early termination fees which would have been billed as of April *, 2016. This customer will not be billed early termination fees. Broadview Networks advises that we find this matter to be resolved. The early termination fees which were the subject of this complaint have been waived. This account is in closed status and has a zero (0) balance. If [redacted] requires further assistance he can contact me, [redacted], at ###-###-####. Lisa Taylor ...⇄ Complaint #: [redacted] Legal & Regulatory Specialist ...⇄ Date: April *, 2016
Tell us why here...[redacted]
[redacted]
[redacted] Dispute has been...
resolved by: January *, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted], a voicemail was left requesting a callback and we received a callback from his daughter Rebecca.Broadview Networks advises that on June **, 2015 [redacted] signed a three year contractual agreement with Broadview Networks for services. Services were active with Broadview Networks as of July **, 2015. Broadview Networks advises that we find the allegation made in this complaint to be false. The Complainant advised that the monthly fee for service was higher then indicated on the contract, however, the first invoice generated was higher due to the fact that Broadview Networks bills for services one (1) month in advance, additionally the first invoice included prorates (charges from start date of service to end of billing period), however, reviewing the first invoice generated (please see ‘EXHIBIT A’) and cross comparing it to the signed contractual agreement ‘EXHIBIT B’ it is clear that this customer was being billed in accordance with rates indicated on the contractual agreement. This customer also, alleges that services were not available for a full month, this statement is incorrect. This customer had working service with Broadview Networks as of July **, 2015. The features which were requested by customer were not immediately added as they were not added until August 10, 2015 approximately six (6) days following notification from the assigned Sales Agent that features should be added. The features not being added did not have an affect on the customer’s ability to make or receive calls.Researching this account we did find that on September *, 2015 this customer called in to request to have services moved to a different address. It was at this time that this customer was advised of the move fee associated to move services. Ultimately, the move order was canceled by customer on September **, 2015 [redacted] K[redacted] canceled the move order. Subsequently, services were ported out to another carrier on September **, 2015. Based on the above Broadview Networks has found no grounds to warrant the waiving of the early termination fees. This customer was fully aware that there was an active contractual agreement in which the “Terms and Condition” do state that early termination fees will apply if services are disconnected or ported out prior to the end of the contractual term. Based on the history in this account it appears that this customer did not wish to pay the move fee, and therefore, services were ported out to another carrier. In an attempt to resolve this matter in an amicable fashion, Broadview Networks has adhered to [redacted]’s request to have services ported back to Broadview Networks. If services are ported back to Broadview Networks, the early termination fee billed in the amount of $955.35 will be credited back however, customer will be responsible for remaining balance as there were no payments made on this account. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: [redacted]
[redacted]
[redacted]
[redacted]
Dispute has been resolved by:...
November **, 2015Dispute will be resolved by business: N/AFirm’s statement of position and
offer of settlement (if any): Broadview
Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated
with this complaint. Upon receipt of
this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that
this customer had one (1) telephone with Broadview Networks which ported out to
another carrier on January **, 2015.
This customer continues to receive invoices from Broadview Networks do
to long distance calls completing via the Broadview Networks switch. This customer’s carrier must program the
line correctly on there end and remove Broadview Networks as the long distance
carrier, if this is not done long distance calls will continue to complete via
the Broadview Networks switch and invoices will continue to generate. Broadview Networks does not control the
subject telephone number being that we are not the carrier and therefore, we do
not have the ability to make any changes to this telephone number. Broadview Networks advises that to date we
have continuously provided credit for long distance charges generated since the
porting out of telephone number however, it is imperative that this customer
ensures that there carrier removes Broadview Networks as the long distance
carrier in order to correct issue permanently. Broadview Networks advises that
we find this matter to be resolved, all charges generated for long distance
calls has been credited back to this account on a monthly basis. In order for this matter to be resolved
permanently the customer’s carrier will need to correct on there end.Lisa T[redacted] �...⇄ [redacted] [redacted]Legal & Regulatory Specialist ...⇄ [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 and the matter has been resolved.
Sincerely,
[redacted]
[redacted] [redacted] [redacted] [redacted] [redacted]...
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that [redacted] is disputing a $199.00 fee billed on invoice dated June **, 2016 he is also requesting out of service credit for the time period which his service was inoperable. Broadview Networks advises that in regards to the $199.00 fee billed this fee is associated with a billable technician visit to customer’s premise on April **, 2016 which the customer authorized. The history leading up to the visit of the technician is as follows: On April 1, 2016 [redacted] reported no dial tone on telephone number ###-###-####, a loop test was performed on the line associated with this telephone number. A loop test detects any trouble from the Central Office (the starting point of the service) to the demarcation point (please note the carrier area of responsibility does not exceed the demarcation point, anything beyond the demarcation point is considered inside wiring and this is a billable service). The test result showed that there were no issues on the line; this line was being utilized for voice and DSL service. The DSL service was up and running. This information was relayed to [redacted] via email on April *, 2016 (please note this was the following business day). It was at this time that we requested authorization to dispatch out a Broadview Networks technician advising that the dispatch out may be billable. We received no response from customer though additional emails were sent and voicemails were left on April [redacted] [redacted], 2016. In the email communications dated April *, 2016 [redacted] did not provide authorization for a Broadview Networks technician to be dispatched out he just responded to a question raised as to whether he had checked his actual phone to rule out trouble with it. No further communications was received from [redacted] until April **, 2016 it was on this day that he authorized for a Broadview Networks technician to be dispatched out to his premise. The Broadview Networks technician reported back that he found the cross connect associated with this customer’s line to have been removed; therefore, he connected it back. The removal of the cross connect was not done by Broadview Networks as the last repair ticket which was opened on this account was in August 2015. Additionally, the telephone room which houses this customer’s demarcation point is located within a telecom room shared by others occupying space in the same building as [redacted], therefore, it could have possibly been removed by another tenant. Ultimately, when speaking with [redacted] on August *, 2016 we did advise that the $199.00 fee had been credited back to his account. Additionally, we adhered to [redacted]’s request for out of service credit for the period of April *, 2016 to April **, 2016 though out of service credit was not warranted. The out of service credit which was placed on this account is in the amount of $43.72. Upon placing the out of service credit [redacted] was advised of the account balance owed to Broadview Networks in the amount of $538.99. It was at this time that [redacted] began screaming that Broadview Networks can provide him with additional credits as he has not received any credit for previous service issues. This prompted a review of the repair history on this account, which it was found that the last repair ticket opened on this account prior to April *, 2016 was on August **, 2015 in which [redacted] reported no internet service, in which it was found that he was affected by an outage which was cleared on August **, 2015. There is nothing on this account indicating that [redacted] called in to request out of service credit for this issue. Broadview Networks has applied an out of service credit for this issue in the amount of $4.00, the out of service credit is based on cost of DSL service only. When speaking with [redacted] several attempts were made to advise him that his account is currently suspended for non-payment and is pending disconnection for non-payment. However, [redacted] continued to scream and ultimately hung up the phone. Broadview Networks advises that we adhered to all request made by this customer. Though the dispatch fee was valid we provided him with a credit as a courtesy. Though out of service credit was not warranted for the April *, 2016 issue we provided him with the credit as a courtesy. Unfortunately, there are no additional credits owed on this account. [redacted] has an account balance owed in the amount of $538.99 of that amount $396.97 is past due and $142.02 is current. The last payment received on this account was on April *, 2016 in the amount of $131.32 which covered invoice dated March **, 2016. Though [redacted] received numerous communications regarding the past due balance owed on his account the pending service interruption [redacted] did not contact Broadview Networks regarding his billing dispute until July 29, 2016 which is after his service was interrupted for non-payment. When he called in on July **, 2016 to dispute the $199.00 fee assessed to his bill he requested a callback from the Billing Department. Because July **, 2016 was on a Friday a callback attempt was made on August *, 2016 and again on August *, 2016 on both occasions voice mail messages were left. Broadview Networks advises that based on the issues presented within the complaint we have addressed all. If [redacted] has any further issues which he needs assistance with he can contact me directly at ###-###-####. We do urge [redacted] to contact us prior to the date in which his service is scheduled to be disconnected as once service is disconnected a reinstallation is required and there is an installation fee associated. Additionally, at this time [redacted]’s service is suspended. Lisa T[redacted] �...⇄ [redacted] [redacted] ...⇄ [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As previously noted in the original complaint, I had never had any use of the disputed line since its inception because tech support was never able to resolve the issue of inability to connect and company cannot show evidence of any communications traffic over disputed line since I could never make or receive calls as a result. In the absence of ability to utilize this second line which could not be restored to a usable state since inception, I am still having problems comprehending a duty to pay this bill.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 and the matter has been resolved.
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 and the matter has been resolved.
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As I was threatened with another set of early termination fees on my other landlines, I assumed those were the termination fees to which Broadview was referring. I do not know the status of those termination fees.Regarding this other contract, I was never advised of my supposed contractual obligation to a three year contract and certainly would not have signed up for such a service. I specifically asked whether the service that was proposed was something I could cancel at any time without penalty and was told 'yes'. I was misled by the Broadview employee or contractor over the phone, who then assumed I would not read the fine print, which I confess, I did not. In any event, a $1044 early termination fee is simply unreasonable. The purpose of any early termination to cover the cost of equipment in this case a landline. There is no reasonable way that such a phone could be valued nearly that much. In any case, they will get their equipment back long before it is rendered obsolete.Braodview's bait, switch and entrapment policy is completely unethical and I am well within my rights not to reward their behavior.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] [redacted] [redacted] [redacted] [redacted]
[redacted]...
[redacted] [redacted]
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Prior to the receipt of this complaint [redacted]'s issues had been resolved. When speaking with [redacted] she advised that the issue which led to her filing a complaint with the Revdex.com was a charge of $199.00 which she was seeking credit for. However, prior to [redacted] being contacted regarding the complaint she had already received a return call from a Manager who did apply the requested credit to her account. It was then confirmed that [redacted] required no additional assistance. Broadview Networks advises that though the issue was resolved to customer satisfaction we greatly apologize for the inconvenience which was posed upon [redacted]. The charge which she was disputing was associated with a technician visit and therefore, the system automatically generated this charge.
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[redacted] [redacted]Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that this customer had two (2) accounts with Broadview Networks, which customer initiated the orders on both (please see ‘EXHIBIT I’). The supporting information which [redacted] provided is associated with account number [redacted]. In an attempt to provide a response which is transparent, both accounts will be addressed separately.Account number [redacted] which is associated with “Order Receipt” dated September **, 2014. This account was disconnected by Broadview Networks Collections Department on October **, 2016 for non-payment. At said time that disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $123.52 the last payment which had been received on this account was on June **, 2016 in the amount of $100.55 which covered invoices dated March **, 2016; April **, 2016; May **, 2016 and June **, 2016. Account number [redacted] which is associated with “Order Receipt” dated September **, 2014. This account was disconnected by Broadview Networks Collections Department for non-payment on May *, 2017. At the time which disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $148.30. This account had been current up until April *, 2017 which is the date that customer reversed the following credit card payments: March **, 2017 payment in the amount of $29.20; February **, 2017 payment in the amount of $58.84 and December **, 2017 payment in the amount of $29.25.Communications which this customer attached to this complaint are communications sent by Broadview Networks Collections Department regarding account number [redacted]. Reviewing ‘EXHIBIT II’ which is one of the notifications from Broadview Networks Collections Department, the customer attempted to respond back to this notification however, it is indicated on the email “Please do not reply to this email” this is due to this email address being used for outgoing emails only.. When speaking with [redacted] he acknowledged that he had two (2) accounts with Broadview Networks. However, he also, advised that services under account number [redacted] never worked. Reviewing both accounts there was no indication of customer ever calling into Broadview Networks to report any issues with service.It is Broadview Networks position that both accounts were disconnected by Broadview Networks Collections Department for non-payment and Broadview Networks was within their right to do so. Automatic payments was set up on both accounts by customer upon signing up for service. However, automatic payments was discontinued on account number [redacted] as of March **, 2016 which is the date that Broadview Networks was advised that the credit card which was on file was expired as we attempted to do a transaction on March **, 2016. There was no replacement card provided by customer and next payment was mailed in. Payments on account number [redacted] continued to be paid using the credit card which was on file and updated by customer as of March **, 2016. Broadview Networks finds this matter to be resolved. Customer has satisfied account balance associated with account number [redacted], this account now has a zero (0) balance. There is an account balance owed in the amount of $**0.52 for account number [redacted]. This account balance is valid and no credit will be granted as we have found nor have we been provided with any documentation to support customer’s position that services under account number [redacted] never worked or that they requested to have services disconnected. [redacted] �...⇄ [redacted] [redacted]
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[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted] via telephone on numerous occasions, leaving voicemail messages requesting a call back. To date we have received no return call from [redacted] Broadview Networks advises that we find the allegations made by [redacted] to be false. Broadview Networks advises that [redacted]’s monthly recurring charges for services provided by Broadview Networks was $50.7*, however, that does not include usage charges, taxes, surcharges and late fees (incurred for past due balance on account).. Broadview Networks further advises that there was no charge for the use of call forwarding feature as [redacted] had the call forwarding feature on her line, and she was subscribed to an $8.00 feature package which gave her three (3) features for the cost of $8.00 in total. Broadview Networks advises that [redacted] service was interrupted (outgoing calls prohibited) on June *, 2016 for non-payment. At the time of the service interruption [redacted] had an account balance owed in the amount of $**8.26, of that amount $1*6.54 was past due and $101.72 was current. At the time of the service interruption date of June *, 2016 the last payment which had been made on this account was in the amount of $170.00 on April **, 2016. At the time the April **, 2016 payment was made this customer had an account balance owed in the amount of $366.54, of that amount $264.6* was past due and $101.85 was current. The balance owed was comprised of an unpaid balance from invoice dated January **, 2016; unpaid invoice dated February **, 2016; unpaid invoice dated March **, 2016 and unpaid invoice dated April **, 2016. Post service interruption date of June *, 2016 this customer did make a payment in the amount of $75.00 on June **, 2016. The service was disconnected as the $75.00 payment did not satisfy the past due balanced owed on this account. Additionally, there is no record of [redacted] calling in to make any payment arrangements to avoid disconnection for non payment. Broadview Networks advises that based on the above we find this matter to be resolved. Reviewing ‘EXHIBIT A’ which is a copy of this customer’s invoice it is clear that the charges for services being rendered does not include a separate charge for call forwarding feature. Additionally, this customer was provided with notification prior to service interruption advising of date that past due balance had to be paid to avoid service interruption. This customer was also, provided with notification prior to service disconnection. Broadview Networks advises that we were within our right to disconnect service for non-payment. Lisa Taylor ...⇄ Complaint #: [redacted] Legal & Regulatory Specialist ...⇄ Date: July 8, 2016
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], its not resolved but they willing discuss to us thanks,so Please withdrawal our complaint
Sincerely,
[redacted]
T[redacted]
[redacted]
[redacted]
Dispute has been resolved by: January **, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the rebuttal associated with complaint number [redacted] dated January **, 2016. Upon receipt of this rebuttal we immediately reached out to [redacted] via telephone. Broadview Networks advises that we could not provide [redacted] with an exact dollar amount that will be her balance owed, due to us being unable to know the amount of taxes associated with the credit amount until we actually post the credit. We have provided [redacted] with an estimate that the balance on the account which would be her responsibility will be around the amount of $130.00 perhaps slightly lower. We have begun the process to have [redacted]’s telephone number ported back over to Broadview Networks, once we receive confirmation from the current carrier as to the date that it will be released we will apply the credit for the early termination fees and contact [redacted] directly so that she may pay the remaining balance owed.Broadview Networks advises that the agreement between both parties (Broadview Networks and [redacted]) is active. The terms of the agreement is that [redacted] will port her telephone number back over to Broadview Networks (this process has already begun) and Broadview Networks will waive the early termination fees which were billed on this account. The contractual agreement which was previously in place will be made effective upon the telephone number porting over.Broadview Networks finds this matter to be resolved, the above has been thoroughly discussed with [redacted]. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have not been advised of the final amount that I owe. It is NOT over $200; I only had 2.5 months of service for a rate of $28.95. I can understand there are related fees, but it still shouldn't be three times the rate.Also, Broadview attached a MODIFIED contract. The contract I received to fill in is attached. THese are the ONLY documents I agreed on, and as you can see there's no mention of a three year contract. My agent must have added it, and also checked the three lines agreeing that I read all the terms. I was also NEVER advised that this is a three year contract. I have the original record of the fax and I can try to find a way for you to access it from my hard drive, if necessaryMy agent's name is [redacted] from Tele-com USA. His phone number is ###-###-####. You can take it up with him.
Sincerely,
[redacted]
[redacted] Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
[redacted] Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks did a thorough review of the repair history associated with this account, we focused on the period of January *, 2016 to present. Our records indicate that during the time period queried there were a total of six (6) service issues reported on this account. Out of the six (6) reported services issues only one trouble was isolated to be on the side of Broadview Networks and resulted in a repair being done by Broadview Networks. The remaining issues were isolated to the customer ISP side or customer network side. Broadview Networks advises that the most recent reported service issue was regarding issues with faxing which was the reported issue in most of the repair tickets which were opened. Broadview Networks advises that the Broadview Networks technician which was dispatched out on June **, 2016 isolated the issue to be with the customer LAN. The technician advised that the amount traffic on the customer’s network is adversely affecting the performance of the customer’s fax service. It was suggested that the customer has the fax line converted to a POTS line. As of June **, 2016 due to Broadview Networks receiving no response from customer we did make a follow up call to inquire if customer will be converting the fax line to POTS line. The customer advised that they will be porting the fax line back to Comcast and will obtain LAN line service via Comcast for this line. Broadview Networks advises that based on the above we find this matter to be resolved. Customer’s issues were directly related to ISP which Broadview Networks is not the provider. After testing done by a Broadview Networks technician proved issue to be on the ISP side or shall I say be due to network traffic Broadview Networks provided customer with the necessary information to alleviate this issue. Lisa T[redacted] �...⇄ [redacted] Legal & Regulatory Specialist ...⇄ [redacted]
[redacted]Dispute has been resolved by: June **, 2016Dispute...
will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted] via telephone, we reached a voicemail and a message was left requesting a callback.Broadview Networks advises that this customer reported no dial tone on telephone number ###-###-#### on April **, 2016. The following day on April **, 2016 [redacted] technicians performed a work stoppage. Please note, that [redacted] is the LEC involved and therefore, it is there technicians that address service issues on facilities which they own regardless of who the carrier is. This work stoppage delayed the repair of this line. On April **, 2016 this customer ported her telephone number out to another carrier however, [redacted] failed to cancel the dispatch out of a technician. Due to the [redacted] technician being dispatched out a fee was billed in the amount of $199.00 due to the technician finding that the telephone number associated with the repair ticket was no longer with Broadview Networks.Broadview Networks advises that this fee was billed in error and the entire invoice amount of $244.01 has been credited back to this account. This account is in closed status and has a zero (0) balance. Broadview Networks greatly apologizes for this error and additionally apologizes for the inconvenience posed upon this customer.If this customer requires additionally assistance she can contact me, Lisa T[redacted], at ###-###-####.[redacted]
The Revdex.com[redacted]
[redacted]
Dispute has been resolved by: May **, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rejection response filed under complaint number [redacted]. Broadview Networks advises that the interest fee billed on invoices dated March **, 2016 and April **, 2016 was billed in error. The courtesy credit for the original disputed cancellation fee crossed with the generation of invoice dated March **, 2016 which caused the interest to be billed, because the billing of this interest was not immediately brought to our attention interest was again billed on invoice dated April **, 2016.Broadview Networks has placed a credit on this account in the amount of $21.77 which covers total amount of interest fee billed. This customer should not receive any further invoices from Broadview Networks. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ [redacted] [redacted]
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[redacted] [redacted] Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed the response to complaint number [redacted]. Broadview Networks advises that contrary towhat [redacted] states in his complaint his land lines are not the subject ofthis complaint and has no relevance in this matter. The early termination fees are associatedwith the Broadview Networks Flex Connect product which Broadview Networksreferenced in response dated June *, 2015. It is [redacted]’s positionthat he was unaware that he was signing a three (3) year contractualagreement however, it is BroadviewNetworks position that page one (1) ofthe signed contractual agreement provided on June *, 2015 states that the termlength is three (3) years. In additionthe following verbiage appears before the signature line “I have read and agree to the Master Terms and Conditions”, “I have readand agree to the Product-Specific Terms and Conditions”, “I understand thatthis Order Form and Agreement is for a term of 3 years and that earlytermination charges may apply if it is terminated early”, and “I have read andunderstand the VOIP Notification, Important Customer Information RegardingEmergency Services-911 Dialing”. It is [redacted]’s belief thatthe purpose of any early termination fee is to cover the cost of equipment andthat the early termination fees are associated with a land line. Broadview Networks advises that the typeservice which the subject contract is for is not land line service. Additionally, Broadview Networks advises thatthe “Terms” section of the Master Terms and Conditions section of contract(please reference page 5 of Exhibit A provided on June *, 2015), this sectionstates “Customer agrees that these earlytermination fees represent liquidated damages and not a penalty and are areasonable estimate of the actual reduction in value of this Agreement that Companywill sustain.”Broadview Networks advises thatbased on the above there is no remedy that we can offer that would be to thesatisfaction of [redacted]. As based onissues presented within initial complaint as well as rebuttal it appears thatit is [redacted]’s position he should not be liable for any early terminationfees. However, it is Broadview Networksposition that this customer signed the contractual agreement which was legibleand the verbiage used within it was very transparent.
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[redacted] Dispute has been resolved by:...
April *, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that in 2014 [redacted] signed a three (3) year contract renewal (please see attached labeled as ‘EXHIBIT A’ with Broadview Networks. However, services associated with this contract was ported out to a new provider as of March *, 2016, due to there being an active contract [redacted] was sent a letter notifying him that early termination fees would be billed to his account. [redacted] has been a long standing customer with Broadview Networks and his patronization is greatly appreciated. This being the case Broadview Networks has waived all early termination fees which would have been billed as of April *, 2016. This customer will not be billed early termination fees. Broadview Networks advises that we find this matter to be resolved. The early termination fees which were the subject of this complaint have been waived. This account is in closed status and has a zero (0) balance. If [redacted] requires further assistance he can contact me, [redacted], at ###-###-####. Lisa Taylor ...⇄ Complaint #: [redacted] Legal & Regulatory Specialist ...⇄ Date: April *, 2016
Tell us why here...[redacted]
[redacted]
[redacted] Dispute has been...
resolved by: January *, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted], a voicemail was left requesting a callback and we received a callback from his daughter Rebecca.Broadview Networks advises that on June **, 2015 [redacted] signed a three year contractual agreement with Broadview Networks for services. Services were active with Broadview Networks as of July **, 2015. Broadview Networks advises that we find the allegation made in this complaint to be false. The Complainant advised that the monthly fee for service was higher then indicated on the contract, however, the first invoice generated was higher due to the fact that Broadview Networks bills for services one (1) month in advance, additionally the first invoice included prorates (charges from start date of service to end of billing period), however, reviewing the first invoice generated (please see ‘EXHIBIT A’) and cross comparing it to the signed contractual agreement ‘EXHIBIT B’ it is clear that this customer was being billed in accordance with rates indicated on the contractual agreement. This customer also, alleges that services were not available for a full month, this statement is incorrect. This customer had working service with Broadview Networks as of July **, 2015. The features which were requested by customer were not immediately added as they were not added until August 10, 2015 approximately six (6) days following notification from the assigned Sales Agent that features should be added. The features not being added did not have an affect on the customer’s ability to make or receive calls.Researching this account we did find that on September *, 2015 this customer called in to request to have services moved to a different address. It was at this time that this customer was advised of the move fee associated to move services. Ultimately, the move order was canceled by customer on September **, 2015 [redacted] K[redacted] canceled the move order. Subsequently, services were ported out to another carrier on September **, 2015. Based on the above Broadview Networks has found no grounds to warrant the waiving of the early termination fees. This customer was fully aware that there was an active contractual agreement in which the “Terms and Condition” do state that early termination fees will apply if services are disconnected or ported out prior to the end of the contractual term. Based on the history in this account it appears that this customer did not wish to pay the move fee, and therefore, services were ported out to another carrier. In an attempt to resolve this matter in an amicable fashion, Broadview Networks has adhered to [redacted]’s request to have services ported back to Broadview Networks. If services are ported back to Broadview Networks, the early termination fee billed in the amount of $955.35 will be credited back however, customer will be responsible for remaining balance as there were no payments made on this account. Lisa T[redacted] �...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: [redacted]
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Dispute has been resolved by:...
November **, 2015Dispute will be resolved by business: N/AFirm’s statement of position and
offer of settlement (if any): Broadview
Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated
with this complaint. Upon receipt of
this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that
this customer had one (1) telephone with Broadview Networks which ported out to
another carrier on January **, 2015.
This customer continues to receive invoices from Broadview Networks do
to long distance calls completing via the Broadview Networks switch. This customer’s carrier must program the
line correctly on there end and remove Broadview Networks as the long distance
carrier, if this is not done long distance calls will continue to complete via
the Broadview Networks switch and invoices will continue to generate. Broadview Networks does not control the
subject telephone number being that we are not the carrier and therefore, we do
not have the ability to make any changes to this telephone number. Broadview Networks advises that to date we
have continuously provided credit for long distance charges generated since the
porting out of telephone number however, it is imperative that this customer
ensures that there carrier removes Broadview Networks as the long distance
carrier in order to correct issue permanently. Broadview Networks advises that
we find this matter to be resolved, all charges generated for long distance
calls has been credited back to this account on a monthly basis. In order for this matter to be resolved
permanently the customer’s carrier will need to correct on there end.Lisa T[redacted] �...⇄ [redacted] [redacted]Legal & Regulatory Specialist ...⇄ [redacted] [redacted]