iTalk Global Communications, Inc

Dear *** ***,Our technical department checked with Level 3, there was a order from *** and the expire date was set to May That was the reason why *** order was rejectedNow the *** order is removed, please re-submit porting order with the address we provided to you.We will keep track of the progress and make sure your number is ported out as early as possible. Thank you.iTalkBB Customer Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Let's review what it said: "we have tried to reach customer few times (?) and left voice mail to customer, but we didn't get any respond (?). but we did credit $back to customer credit cardcustomer s*ld see the refund no later than on Monday, Aug 18thwe will follow up with customer again next week,make sure customer will get the refundthank you!"
(1) Italkbb has over stated its efforts to reach meIts only message has only left me a phone number on Aug8, at 12:by MrZ*** when I was out of town. It did not say anything about what's for or who he is(I still keep the message to prove it)After I came back home and got the "message", I called MrZ*** at ###-###-#### on Augat 16:and left him a messageIn addition, I sent him an email via [email protected] at 16:on 8/12/Here is the copy of it:
Attn: MrZ***
From: ###-###-####
Re:
***
I
got your phone number from your message left on Aug8, and left you a
message a minute agoPlease contact myself in writing if you wished or
response to Revdex.com if you chose
Thanks
for your understanding
Regards,
Mr
*** *** ***
Obviously, I did response to MrZ***. It just did not tell you the truth!
(2) It didn't mention the "tape" it has repeatedly claimed to have If the tape was forged, it should give me an explanation or what it would do to prevent it from happening again , shouldn't it?
(3) To disclose my personal information to an unknown man is unlawful and must be stoppedDo I deserve an apology?
The credit Italkbb mentioned has already shown on my accountI do appreciate your help.
For those demands besides refund on my complaint, I wish Italkbb will not ignor them and get back to me by writing.
Thank you again and I am grateful to you for what you have done for me as a customer
Regards,
*** *** ***

From: shon c*** Date: Mon, Jul 20, at 2:PMSubject: re: case ***To: ***Cc: ***HelloDavid, I got the case *** by mailI don’t know why I I didn’t get it by emailanywayThis case has been taken care. We have
spoke with customer about the issueIt was miscommunicationOur customer service explained the bill to customerCustomer understood thatNow customer is okay we can close the file. Please let me know if you have any questionsthank you! Shon C***iTalk Global Communication Inc*** *** *** *** *** ***McLean VA 22102Tel: ###-###-####Fax: ###-###-####Email: ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

we spoke with customer, she said the TV was workingdue the there is no any monthly free for the TV service, if customer renew her TV service (renew fee is 49.99) and we offer customer $off (around like 4-months) servicethe mean customer only paid $and can watch a whole yearcustomer said she will make the decision before July 20thand $was already applied to her accountthank you!

after we go the complainwe have notice all our sales teams about the customer informationmake sure they will call customer again, also we have put customer phone number on our "DO NOT CALL LIST"it might take few days to completealso we have remove her email from our email list as well
we have emailed to customer about these action

Dear Mr*** ***,Thank you for being our customer, we regret for your unpleasant experienceYour iTalkBB telephone service has been cancelled per your requestIn situation, an Early Termination Fee of $and Promotion Charge back of $should be charged as the service is
still within contract termConsidering the situation you described, We have specially waived those fees, so your request is completely satisfiedPlease return the iTalkBB telephone adapter to the following address within days: *** *** *** DrSte***, Mclean, VA 22102Please be aware that failing to return the adapter will cause a device fee of $be charged on your credit card.Thank you. iTalkBB Customer Services

[To
assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: We did received the new TV box on 6/4/ I tried to set it up and it came up with error not able to connect I then called the customer service, since the line was busy, I left a voice message and I have not heard back from them After close to month of troubleshooting, twice of receiving a new hardware, the issue is still pending What kind of product is that?
Regards,
*** ***

we have contacted customerand refund back $back to her credit card on May 30thwe got email from customer and she was okay with our resolvehere is the copy of email:
","sans-serif">
From: [redacted] [mailto:[redacted]] Sent: Monday, June 02, 8:PMTo: [redacted]Subject: RE: iTalkBB (account ID: [redacted])
thanks
I don't have any problemWe are on vacation now and we are out of the country
thanks
[redacted]
From: [redacted]
To: [redacted]
CC: [redacted]
Subject: RE: re: iTalkBB (account ID: [redacted])
Date: Mon, Jun 10:15:-
Good morning, Dear [redacted]This is [redacted] from iTalk Global
Communication Inc again. About your case, we refunded $back
to your credit card on May 30th. I have tried to call you
###-###-#### or ###-###-#### few times, but you were not availablePlease
respond this email and let me know if you have any questions about your
caseThank you so much!
Sincere,
[redacted]
iTalk Global Communication Inc
Jones Branch Drive Ste
McLean VA
Tel: ###-###-####
Fax: ###-###-####
Email: [redacted]
From: [redacted] [mailto:[redacted]]
Sent: Tuesday, May 27, 11:AMTo: '[redacted]'Subject: re: iTalkBB (account ID: [redacted])
Good
morningDear [redacted]This is [redacted] from iTalk Global Communication IncI am
writing this email regarding your account (AcctID: [redacted])I do understand you
were frustrated our Customer Service Rep could not do prorated your bill when
you wanted to cancel your service, normally we can waive your monthly fee
if there is not any phone calls after your billing cycle when you want to
cancel your service, since there are some phone calls were made on your
account, this is why our Service Rep could not do that (or she didn't have any
power do that) unless his/her supervisorI will tell them to get more training
like this case.
Here
is what I will do for your account:
$
(monthly fee) + $(Applicable regulatory compliance fee) + $toll
charge = $
I
won't able to give you the credit for the toll charge, but I will give you the
credit for monthly free and applicable regulatory compliance fee)
$
+ $= $28.94/30day = $x = $
I
will credit $back to your credit card
Please
don't hesitate to contact me if you have any questions about this caseThank
you so much!
[redacted]
iTalk Global Communication Inc
Jones Branch Drive Ste
McLean VA
Tel: ###-###-####
Fax: ###-###-####
Email: [redacted]

Dear [redacted],Thank you for giving us opportunity to further improve our services. iTalkBB has no authorization to hold customer's telephone. We will investigate the problem and do our best to get your number ported out as early as possible. Best Regards,iTalkBB Customer  Services

Dear [redacted],I'm sorry for your unpleasant experience with the iTalkBB service cancellation process. We will conduct an internal investigation to make sure our employees perform their jobs effectively and professionally. The email with your service cancellation ID and the...

box return address was sent you on May 7th, 2016, please check if you have received. A copy of the email is attached for your reference in case the email was failed to deliver to you. We appreciate your understanding of out policy on the Early Termination Fee and discount payback when your service plan is cancelled within contract term. The charge of $28.94 on May 5th will be refunded to your credit card account. Thank you for raising your concern to us so that we can further look into our internal processes and improve our services. Please feel free to contact me at ###-###-#### at our office hours (10:00am - 18:30pm) Monday through Friday, should you have further questions. Thank you very much and best regards, Aihua

when [redacted] told us about the email. we removed him from the mailing list from our mailing dept.  but he still get the email. we have spoke with our data dept, because mailing dept got all the lists from our data dept. our data dept told us they have removed it from our system. also we will double check before we sent out the email. make sure [redacted] is not in the list. thank you!

Dear Mr. [redacted],We double checked our records on the signup and delivery. Our Call Center telephone call record indicated that you called our Service Center on 10/7/2015 and signed up this TV account.After the account was opened, a notification email was sent to you ([redacted]) at 10/7/2015...

8:33:59 (our system time) to confirm that the device  was sent to the address given by you:  [redacted] Pl NE, Clyde Hill, WA, US 98004. The email is attached for your reference. No cancellation record was found until you called in to cancel this account on 11/30/2016. After the investigation, we can conclude that this TV account was signed up by you and the device was delivered to the address given by you. Unfortunately there is no evidence to support your claim. I suggest you check with the person who lived at that address to find the box and send back to us to avoid box charge. Thank you very much.  iTalkBB Customer Services

Dear  Customer,Thank you for being our customer. We regret that if there is a miscommunication. We request our customers to provide a valid email address upon signup so that important messages can be delivered in timely manner. Unfortunately in your case the TV renewal notification message was...

not delivered because of the invalid email address.Since you decided to cancel our telephone and TV services, we will refund the TV renewal fee of $49.99 to your credit card account. Please make sure your credit card account remains active during the process which may take approximately two weeks.Best regards, iTalkBB Customer Services

we have refund $59.98 back to [redacted] credit card. and customer has informed us he got the refund and customer is okay at this tpoint.

we have shipped the phone and TV box to customer last week and custome was satisfaction. here is the custome comment:
 
Hi [redacted],
 
I received the TV and phone adaptors today. I appreciate your prompt response to solve this case. I will respond to Revdex.com as my problem is resolved with satisfaction.
 
Best regards,

we have contacted customer yesterday, since customer has same problem with same model box. we just sent the another box to her yesterday, we test the box before we sent out. make sure it is working fine. will follow up with customer sometime this week after customer get the new box.

after we did our internal check, the phone will be port in on July 27th and we have spoke with customer and gave  1 month free service to customer. and will follow up customer again, make sure they phone will port in on time. also we will eduated our employees to have better service with...

customers.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Dear [redacted],We are sorry about the mistake made by our dealer sales which has caused inconvenience to you.Your internet order was not placed so there was no charge for internet.We charged $9.99 for BB telephone order and $49.98 for TV order, refund of those charges has been submitted...

and is in processing. It should be refunded to your credit card soon.If your credit card account was charged $85 as you claimed, please send us a copy of your credit account billing statement.Thank you for considering our business. Please feel free to contact us should you have further questions.Aihua L**iTalkBB Customer Services[redacted]@italkbb.com###-###-####