Melissa H [redacted] reached out to the client on June 24th asking about equipment nd told client she would get her information over to Todd her sales rep to put the order in for itJune 24th [redacted] responds that she has not spoken to Todd yetThen June 27th Melissia emails that Todd had sent her the email on equipment in her emailAfter a few different emails from Melissia checking in to see if everything got squared away with Todd and her order and also leaving the client a voicemail, days later July 11th [redacted] finally responds but nothing about the equipment just to ask a question about the difference in phone numbers for the different locationsAgain on July 12th Melissia sends out a reminder about the equipment and needing to be able to place an orderWhich she replies July 14th only that she emailed Todd about equipmentAgain Melissia sent an email asking for the equipment info again on July 15th July 28th and left a voicemail for her on August 4thNever hearing back from the client again until over a month later on August 23rd just saying she would email ToddI have no idea her communication with Todd as that is something they don't have is zendesk and he could not remember what happened on his side said he remembered getting it to AMG and they tried contacting her to no availI personally have tried contact the client several times before finally getting a responseI tried contacting her to get everything resolvedWe charged her card based on the billing start date we had for herWhen she was not communicating with us at all she was billed as she should haveAs soon as she disputed it saying she doesn't have service yet with no problems we credited it backYes it took a few days because when you email billing they always have a lot of tickets so usually behindBut was not a problem we were not willing to fixBut again couldn't get her to contact me to resolve issues until today
In regard to ***'s request, we have created the RMA's that she has requested and credited her account accordinglyWe apologize to the great folks at [redacted] for the delay in getting this resolved matter resolvedWe wish them nothing but the best
The attachment sent clearly showed that the client knew it would be for 3 months. The call recordings also support the very clear communication of expectations.
Complaint: [redacted] I am rejecting this response because: The facts are still the sameI was mistakenly overcharged for monthsJive admitted that they over charged meThey gave me months creditI then had to request a supervisor to get an additional months and the whole mistaken charge was not refundedJive made the mistake and did not fully refund the amountStating that you have a terms of service, which you can edit at any time and which may not be legally enforceable, that states I waive all rights to dispute a bill if I don't do so in days does not change the fact that you mistakenly over charged me and did not refund the moneyLet's keep in mind the basic and simple situation: Jive overcharged me and admitted that they made a mistakeThey refunded out of months and claimed that was adequate because they have a terms of service of daysIt is still wrong regardless of the terms of serviceCalling me "upset" in a resolution email is not a very amicable response when jive made a mistake and does not want to correct their errorThis is a mad business practice that other consumers should be made aware of Sincerely, [redacted]
Melissa H [redacted] reached out to the client on June 24th asking about equipment nd told client she would get her information over to Todd her sales rep to put the order in for itJune 24th [redacted] responds that she has not spoken to Todd yetThen June 27th Melissia emails that Todd had sent her the email on equipment in her emailAfter a few different emails from Melissia checking in to see if everything got squared away with Todd and her order and also leaving the client a voicemail, days later July 11th [redacted] finally responds but nothing about the equipment just to ask a question about the difference in phone numbers for the different locationsAgain on July 12th Melissia sends out a reminder about the equipment and needing to be able to place an orderWhich she replies July 14th only that she emailed Todd about equipmentAgain Melissia sent an email asking for the equipment info again on July 15th July 28th and left a voicemail for her on August 4thNever hearing back from the client again until over a month later on August 23rd just saying she would email ToddI have no idea her communication with Todd as that is something they don't have is zendesk and he could not remember what happened on his side said he remembered getting it to AMG and they tried contacting her to no availI personally have tried contact the client several times before finally getting a responseI tried contacting her to get everything resolvedWe charged her card based on the billing start date we had for herWhen she was not communicating with us at all she was billed as she should haveAs soon as she disputed it saying she doesn't have service yet with no problems we credited it backYes it took a few days because when you email billing they always have a lot of tickets so usually behindBut was not a problem we were not willing to fixBut again couldn't get her to contact me to resolve issues until today
I appreciate you reaching out. I'm going to have a manager reach out and help you with this.
In regard to ***'s request, we have created the RMA's that she has requested and credited her account accordinglyWe apologize to the great folks at [redacted] for the delay in getting this resolved matter resolvedWe wish them nothing but the best
The attachment sent clearly showed that the client knew it would be for 3 months. The call recordings also support the very clear communication of expectations.
Complaint: [redacted] I am rejecting this response because: The facts are still the sameI was mistakenly overcharged for monthsJive admitted that they over charged meThey gave me months creditI then had to request a supervisor to get an additional months and the whole mistaken charge was not refundedJive made the mistake and did not fully refund the amountStating that you have a terms of service, which you can edit at any time and which may not be legally enforceable, that states I waive all rights to dispute a bill if I don't do so in days does not change the fact that you mistakenly over charged me and did not refund the moneyLet's keep in mind the basic and simple situation: Jive overcharged me and admitted that they made a mistakeThey refunded out of months and claimed that was adequate because they have a terms of service of daysIt is still wrong regardless of the terms of serviceCalling me "upset" in a resolution email is not a very amicable response when jive made a mistake and does not want to correct their errorThis is a mad business practice that other consumers should be made aware of Sincerely, [redacted]