KR Communications

We are in receipt of Complaint ID [redacted] Thank you for bringing this to our attention and giving us an opportunity to clear any misconceptions of this alleged complaint.After reviewing the Customer's Statement of the problem, we found a couple inaccurate details, along with the facts of this matterThe Customer did in fact meet our Sales Rep, Rob J***, at the Erie County Fair when she approached ourbooth seeking to obtain DIRECTV services at her home in Angola NVUpon the sales Rep's probing questions makingcertain we placed her in the proper channel lineup package, we do ask if Customers stream NetFlix or Hulu so we can get an idea of what programming they enjoy watchingAt that point in time we confirmed that Ms [redacted] had smarttelevisions and that's how she streamed the programming utilizing the apps on her smart TV'sShe confirmed and our Rep moved forward with the transactionThis sale date was on 8/15/Not on 8/17/as the Customer states.Upon arrival of our Technician to install the services, the Customer made no mention of NOT having smart TV's and the Technician proceeded with the installIt wasn't until the Technician went to activate the receiver boxes in the home where we informed that her TV's were in fact not smart TV's and she was streaming NetFlix throu.gh an app with her formerprovider, Dish NetworkAfter realizing this our Technician informed the Customer that our network does not offer theNetFlix app and that she would need to get a secondary device to stream NetFlixAt this point we had alreadydisconnected her Dish Network service and installed DIRECTVShe called our office to seek a form of resolutionOut ofcourtesy, we suggested to purchase Blu-Ray boxes with the NetFlix apps already installed on the devicesWe certainlydidn't want the Customer to go without something, even though she miscommunicated to our Rep that she in fact already had the proper streaming equipment on her televisionsWe proceeded to order the Blu-Ray devices and shipped them directly to her homeShe claims she never received the package.Furthermore, regarding Ms [redacted] daughters AT&T wireless plan that she claims we misled her onEvery call between our staff and Customers are recordedRob J [redacted] conference called Ms [redacted] daughter in with AT&T mobility to make the plan change on her already existing mobility account to ensure they are getting the proper promotions and incentivesAt that time the AT&T mobility Representative informed Ms [redacted] daughter that not only did she have a past due balance on her mobility account, but that it was suggested to start the plan change on her next billing cycle to eliminate and prorated charges for changing the plan mid-monthHer daughter at that point instructed the Mobility Representative that she has used up almost all of her data for the month and wanted to change the plan immediately so she would have the unlimited data right away so she wouldn't have any overage chargesThis is why she saVJ a prorated charge of $on her mobility billThose charges were incurred by Ms [redacted] daughter single handedly rven after it was expressed by the AT&T Mobility Representative that there would be additional chargesLastly, addressing the claim that she had no idea that KR Communications was a dealership for AT&T DIRECTV is completely erroneousNot only does all of our event booths display very clearly that we are Ian "Authorized Dealer" for AT&T, we do a verification call prior to scheduling a Technician to go to any Customer's homeAt this point in time we very clearing state that we are "KR Communications" acting as an 'Authorized Dealer" and verify the entire order from start to finishAgain, all of our calls are on a recorded lineIn addressing her claim that she contacted our office times to speak with Rob J [redacted] Is also not accurateAlthough a high amount of calls did in fact come from her number to our office, they did not exceed More than half of those calls Ms [redacted] was very rude and demanding speaking to our staff very dlsrespectfullyIn.closing, at no point in time did our company, nor Rob J***, act In a deceiving mannerIn fact, we went above and beyond to try and please this Customer even though there was a gap in communication on arguably the Customer's part regarding the televisions she ownedShe has no meritorious claim that shows we did not do everything we can to assist herWe even sent her a $Visa Gift Card simply for signing up with the servicesWhat we are willing to do is once again order her the Blu-Ray boxes and have her sign for the packages sent directly to herWe have always treated all of our Customers with the best experience possibleThis does not change with Ms [redacted] We feel based on the actual facts of this claim we are offering a positive resolutionThank you for your time in the matter

Please be advised the Rep did talk to Mrs [redacted] and credits were applied to the [redacted] accountSheshould see that within the next billing cycleAdditionally the [redacted] portion was explained due to taxesand feesMrs [redacted] was instructed to call us when she sees her credits and we are attempting to gether additional creditsPlease let us know if you require further informationThank you.Keith C R***Managing Member

My Rep did once again contact the customer after we received the letter dated 07/and it is to my understanding she is happyBelow is the email from my Rep stating it has been resolvedPlease advise if this is incorrect or further action is neededThanks again.-KeithKR COMMKeith, I spoke to Mrs [redacted] today and gave her the credits as promised and she is aware that [redacted] is doing nothing more to her accountShe is satisfied with the situation and as of now no further action is taken place by the customer

Please be advised that I spoke with the Rep on this and he emailed his response belowAdditionally after a sale is made our office confirms everything including data caps, speeds, and commitment time periods before the customer is ever installedI have also never had a problem with Justin D [redacted] misquoting or anything and he has been here for years and prides himself on Customer ServiceThere is simply nothing that can be done for this customer as he already received a new customer promotionI have added a free service plan to the customers account for the inconvenienceLet me know if any more info is required or if you have additional questionsThank you - [redacted] RyanManaging MemberKR Communications I spoke with [redacted] at the NYS fair at one of our locations, were I explained to [redacted] like so many other about EXEDE internet service along with DIRECTVWhen I was speaking with [redacted] and his wife about EXEDE we were holding a month promotion at the time for double data on all of our packages for EXEDE I explained EXEDE promotion very well to him and every other person that signed up at the fair because [redacted] is the only one who called and told me I stated year promotion deal on the double dataWhen [redacted] left the fair he walked out with my business card and also a flyerOn that flyer it clear states on there that leasing fee discount lasted for only yearI did tell him that the service price doesn't go up on EXEDE which is standard for all customers, Service price is still plus modem fee and taxesSome days later [redacted] reach out to me for a install for EXEDE servicesI explained to him at the time I need name,address,email,DOB,phone number,debt/cc card number for the auto-pay for EXEDENot once did I ever state to him it's a year promotion deal, not once did he ask me if it was a year promotion deal as I already explained this to him priorI asked for the information to complete his order and hung up and called our office to give them the information of Casey's so they can call him for schedulingAfter I contact the call center then the call center will call the customer for scheduling to confirm the information I have gave them is correct, they also go over with the customer on data plan, rates, promotions, and explain the free time [redacted] was installed with EXEDE internet on 9/8/between the hrs of 6-pmOn 9/9/around 1:pm [redacted] called the office in Buffalo complaining about this being a year commitment with the double data was for all yearsHe also stated he would info about what he signed and his packages and promo infoEmail was sent to him around 1:pm to a email [redacted] Between the times of 1:49pm and 2:24pm he had tried to call me and left a voicemailI had no returned his call yet before he was calling the office again at 2:24pm asking how to log in to his EXEDE account which our office rep gave him his log in, then he started saying to her he though he was getting double data for his entire agreementShe explained to him that it was a month promotion and he said that is not what I told himThe office at the time then conference me in with [redacted] and again I explain to him the promo was only for month [redacted] then told the office he didn't receive his welcome pack or agreement yetAt 4:pm on 9/9/the welcome pack and agreement was sent to [redacted] email [redacted] ) which was different from about one when we sent it the firstApril came around and [redacted] started calling me again about the extra data and I told him again let me see what I can doTook a couple of days and we had no promotions available to give to himHe called again later in the month and I explained to him that I'm talking to management to see if we had anything available, which we didn'tThen he called couple time more also sent me some text and I had nothing for himOn 8/25/ [redacted] called the office and spoke to one of our call center reps and [redacted] told him I said he was locked him for years at the double data promotion and if he doesn't get this he will go to our tent at the state fair and " scream Justin is a scammer" to people walking byOur call center rep then called me and told me what [redacted] had said to him so I called [redacted] and told him I have never done bad business and in all my years with this company I've never had a customer complaint and I've always took care of my customerI also told him why would I lie to you about a year promotion when not one other person called me complaining about nor called the call center to say I did [redacted] then showed up and the trailerAgain no extra promotions available in which I said I would try to get him for the misunderstanding! Justin D [redacted] Sales Manager KR Communications

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]

We are in receipt of Complaint ID [redacted] enclosed with a response from the complainantBelow is our final response regarding this alleged complaintAfter reviewing the Customer's Response Statement we feel that we are more than accommodating her request by offering to pay for her streaming devicesAgain, reflecting to our original response to this alleged complaint, we mentioned that all of our phone calls are recorded as well as all of our event booths are very clearly labeled as KR Communications being an "Authorized Dealer" for AT&T/DIRECTVMs [redacted] continues to claim we were not properly disclosed as an "Authorized Dealer"lbut according to our Data Entry confirmation call with Ms [redacted] on 8/15/at 5:52pm we were clear several times to identify our group as "KR Communications" as well as disclosing we are an "Authorized Dealer" This call was taken with Ms [redacted] on the call with clear understanding who we representedFurthermore, Ms [redacted] claim that her Sales Rep, Rob J***, cancelled her daughters AT&T Mobility plan mid-month so she accrued $in prorated charges is simply erroneousAgain, all of our phone calls are recorded and this change was made with Ms [redacted] daughter on the line, se1ing as she would be the only one able to make any changes to her own accountIt was not only recommended by Rob J***, but recommended by the AT&T Mobility Rep as well that she should sche6u1e her plan to change on her next billing cycle to avoid these prorated chargesMs [redacted] daughter then said "I've already used most of my data for the month, so just change it now"We hold zero liabilitywith any prorated chargesFinally, covering the issue of her Sales Rep, Rob J***, being under the impression that Ms [redacted] currently had a streaming device either built into her Television's or an independent box(s) for streaming is very reasonableEspecially since you would need some form of a "Streaming ' device to "Stream" Netflix because it is exclusive to "Streaming"This is the only reason why we offered to purchase streaming boxes (i.eBlue-Ray devices) for Ms [redacted] when the Technician was at her home so she can continue to enjoy her NetflixIn conclusion, we feel we have offered a more than satisfactory resolution to this claimBased on the facts or the claim, or lack thereof, we are willing to accommodate Ms [redacted] with four (4) streaming devices at no expense to her so she can utilize her services as she wishesThis has been an isolated incident and we are willing to accommodateThank you for your time in this matter

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is not any kind of an offerAm asking for the 20Gb I was quoted.***, Trust me when I say NOBODY went over anything with me after I spoke with JustinThe rep who called me to install service was only concerned about my first date I would be available for the installationHe never asked or reviewed anything, nor did I think he would even know any detailsI figured his only job was scheduling - not sales or questionsNot to mention the installer that came to my home didn't know any details and he also threw the satellite box and garbage from the install over a bank into my woods that a found a week later! Justin should be lucky to have you as a "boss"I can't help it if you say he has a spotless recordIf a doctor has a perfect year record and then kills someone due to negligence, don't you think that is still a problem? Whether his actions were intended to deceive me or not, I will never knowBut I can assure you he "conveniently forgot to mention" anything about 20Gb or no equipment fees only being a promotionTrust me - I can't leave my house without checking if the lights are off timesI KNOW I covered the details AGAIN about my plan with Justin the day I gave him my credit card over the phone and he NEVER said "that's only for months" because I NEVER would have signed upI was worried about what the cost per month would "actually" be not about any of my limitsTurns out the fee was right on but I was NEVER told the data was only for monthsI can assure you I never had a flyer, only his card I got while I spoke to him for minutes at the FairAlso - can you please explain the emails Justin sent me stating he would provided me a new promotion every moths? Also - can you please explain why he said HE had been paying for my extra data for last few months? Your boy Justin has NO INTEGRITY! He is a flat out LIARHe also told me all of our calls on his cell phone had been recordedPLEASE play them for me because it will only help my caseHe looked me in the eye and shook my hand at the Fair this year and said he was going into a meeting right then about thisI'm sure he lied about that alsoDid he ever mention any of this to you before I went to Revdex.com? I have texts from him updating me daily on how he was going to get this resolved, then abruptly stopped after the last day of this years Fair.This complaint is not even close to being resolvedAt this point, I don't even care if Justin has to really pay out of his own pocketHe has been LYING to me for the past months and I can no longer respect himOf course I wish him not to lose a job over this, but you really need to look at what kind of man Justin D [redacted] REALLY isI promise, if you knew who I was or what I did for a living, you would never question MY integrity Regards, [redacted]

Case ID ***09/25/17 To whom it may concern: Please be advised that we have resolved this with the customer and got payment approvedThank you. Keith ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
At point of sale, I was promised: individualized, personal customer service (I now have that, but I have to call an officer of the company to receive this (Rob J***), Reduced internet/phone charges with Cox Communications (according to f/up phone call with Rob on 11/21: I will now receive this, effective immediatelyNo explanation given re: why I was told otherwise in previous phone calls with their company/no explanation for the $difference in actual Cox billing - I'll consider this resolved once I receive my next billing showing the accurate pricing); A $VISA gift card was promised, still not received; Free installation of Direct TV satellite dishI explained to the salesman that I have many trees and I am not a candidate for solar electricity due to the treesI was advised they can look for options for installationI was told in person and in writing this would be freeInstead, I had to pay $(In prior phone conversations I have been advised I will be billed $less for months to rectify this - I will consider this resolved when I see my next billing)And lastly, I was advised I was being offered a free day, night vacation as an offering due to my inconvenience - I have received a brochure of cities that I can choose from - it's actually nights hotel room only - I have to send them $in advance to find out which hotel it even isNot exactly what I was expecting, but I am not disputing this. Again, once I have seen the corrected billing and once I have received the $visa gift card, I will consider this matter resolved.I will also mention that Rob J*** was polite and professional on the phone when we discussed these matters on Nov 21st
Regards,
*** ***

I am looking for KR Communications to honor their verbal rate of 65.00 per month even after their so called promotional period.

Please forward these text messages.  Also a $100 Gift card has been sent.

Customer states she has not been happy with the services since the day they were installed and therewere several issues with her services. Customer further states In her Revdex.com complaint that she wasunder the impression there was a 30 day right to rescind if she was not satisfied with her...

servicesrendered. 'Here are the supporting facts to the consumers claims. At time of the sale she was made aware thatbased on the amount of TV receivers she needed for her order, there would be an up front one timecharge of $299 for the equipment. Not for the installation. In doing so, the Sales Representative wasable to find $250 in reimbursement promotions that would cover 90% of the up front cost. Therefore,the Consumer would only be out of pocket approximately $49 for her equipment cost. Upon iinstallation, the Consumer at that point signed a 24 month agreement that the Technician brings] withon every job and has the customer understand and sign prior to any Installation being completec{. Atthat point In time it was written very clearly that there is no 30 day right to rescind the services. !Thecustomer was not under duress upon signing and could have cancelled the order at that time with noobligation to DirecTV and would have had a full refund for her equipment costs. iFurthermore, based on the notes of this account and recorded customer services phone calls, !Patrlca [redacted] was called by our Customer Service department for a follow up to her newly installedservices. This call Is made to all new customers to see how they are enjoying their new TV services. Atthat time Mrs. [redacted] told our Customer Service Rep on a recorded line that "Everything went verywell with installation" as well as saying "Ed (sales Rep) was amazing I If It wasn't for him I would'venever switched". 1Clearly this contradicts Mrs. [redacted]'s claim to the Revdex.com on December 8, 2016. She did however haveone service call to her home by our Technician regarding a picture Issue on one of her television~.After further review the Technician found that the problem was with her TV, NOT our equipment andcould not resolve the issue. The service date was 10/9/2016. She proceeded to voluntar-ily cancel herservices with DirecTV on 10/27/2016. By cancelling her services she also forfeited all of the 1.promotional rebates that were added to her account to cover the majority of her equipment cost~.iIn conclusion, the Consumer was never given any .false Information and she was very happy with herservices according the the notes on the account and the recorded calls. At no point In time was t~ereany wrong doing by the sales Rep, KR Communications, or DirecTV. There is no meritorious proof onthe consumers side proving any intent to defraud or mislead a consumer. In fact, it's the completeopposite. :'Keith C R[redacted]Managing

My Rep did once again contact the customer after we received the letter dated 07/16 and it is to my understanding she is happy. Below is the email from my Rep stating it has been resolved. Please advise if this is incorrect or further action is needed. Thanks again.-KeithKR COMMKeith,     I spoke to Mrs. [redacted] today and gave her the credits as promised and she is aware that [redacted] is doing nothing more to her account. She is satisfied with the situation and as of now no further action is taken place by the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
yes I'm sorry I got the date wrong ,and there was nothing in the booth at the fair about third party ,and yes I did call that many time hero they only answered 16 times I have them all on my phone they started ignoring me .When we when to at@ t rob is the one that canceled in the middle of the month to give us that 108 bill.And him saying I told him I had smart TV is a total lie ,and yes I was irrational on the phone because they played with me for over two months now .I will not be played the fool .I ever told them I had a smart tv ,rob told me in a phone conversation oh I assumed you had them since you were streaming Netflix ,foremore if I had reserved the blue rays why would I keep calling and calling .if I accepted this offer I would be afriaid that he would give me the blue rays and then charge me for them .He told me when all this started that he would not charge me .Im not getting screwed again .And yes I am sorry for talking and yelling to his employees but when my younger daughter asks everyday did we get  Netflix's yet and I have to say no .In the end I feel like I was played just to get a sale .I am a single disabled woman trying to get nexflixs for my girls that we were promised .I just want to get out of this contract without any penalties.I don't trust Krcommuitcation .

We are in receipt of Complaint ID [redacted]. Thank you for bringing this to our attention and giving us an opportunity to clear any misconceptions of this alleged complaint.After reviewing the Customer's Statement of the problem, we found a couple inaccurate details, along with the facts of this...

matter. The Customer did in fact meet our Sales Rep, Rob J[redacted], at the Erie County Fair when she approached ourbooth seeking to obtain DIRECTV services at her home in Angola NV. Upon the sales Rep's probing questions makingcertain we placed her in the proper channel lineup package, we do ask if Customers stream NetFlix or Hulu so we can get an idea of what programming they enjoy watching. At that point in time we confirmed that Ms. [redacted] had smarttelevisions and that's how she streamed the programming utilizing the apps on her smart TV's. She confirmed and our Rep moved forward with the transaction. This sale date was on 8/15/2017. Not on 8/17/2017 as the Customer states.Upon arrival of our Technician to install the services, the Customer made no mention of NOT having smart TV's and the Technician proceeded with the install. It wasn't until the Technician went to activate the receiver boxes in the home where we informed that her TV's were in fact not smart TV's and she was streaming NetFlix throu.gh an app with her formerprovider, Dish Network. After realizing this our Technician informed the Customer that our network does not offer theNetFlix app and that she would need to get a secondary device to stream NetFlix. At this point we had alreadydisconnected her Dish Network service and installed DIRECTV. She called our office to seek a form of resolution. Out ofcourtesy, we suggested to purchase Blu-Ray boxes with the NetFlix apps already installed on the devices. We certainlydidn't want the Customer to go without something, even though she miscommunicated to our Rep that she in fact already had the proper streaming equipment on her televisions. We proceeded to order the Blu-Ray devices and shipped them directly to her home. She claims she never received the package.Furthermore, regarding Ms. [redacted] daughters AT&T wireless plan that she claims we misled her on. Every call between our staff and Customers are recorded. Rob J[redacted] conference called Ms. [redacted] daughter in with AT&T mobility to make the plan change on her already existing mobility account to ensure they are getting the proper promotions and incentives. At that time the AT&T mobility Representative informed Ms. [redacted] daughter that not only did she have a past due balance on her mobility account, but that it was suggested to start the plan change on her next billing cycle to eliminate and prorated charges for changing the plan mid-month. Her daughter at that point instructed the Mobility Representative that she has used up almost all of her data for the month and wanted to change the plan immediately so she would have the unlimited data right away so she wouldn't have any overage charges. This is why she saVJ a prorated charge of $108 on her mobility bill. Those charges were incurred by Ms. [redacted] daughter single handedly rven after it was expressed by the AT&T Mobility Representative that there would be additional charges. Lastly, addressing the claim that she had no idea that KR Communications was a dealership for AT&T DIRECTV is completely erroneous. Not only does all of our event booths display very clearly that we are Ian "Authorized Dealer" for AT&T, we do a verification call prior to scheduling a Technician to go to any Customer's home. At this point in time we very clearing state that we are "KR Communications" acting as an 'Authorized Dealer" and verify the entire order from start to finish. Again, all of our calls are on a recorded line. In addressing her claim that she contacted our office 67 times to speak with Rob J[redacted] Is also not accurate. Although a high amount of calls did in fact come from her number to our office, they did not exceed 16. More than half of those calls Ms. [redacted] was very rude and demanding speaking to our staff very dlsrespectfully. In.closing, at no point in time did our company, nor Rob J[redacted], act In a deceiving manner. In fact, we went above and beyond to try and please this Customer even though there was a gap in communication on arguably the Customer's part regarding the televisions she owned. She has no meritorious claim that shows we did not do everything we can to assist her. We even sent her a $100 Visa Gift Card simply for signing up with the services. What we are willing to do is once again order her the Blu-Ray boxes and have her sign for the packages sent directly to her. We have always treated all of our Customers with the best experience possible. This does not change with Ms. [redacted]. We feel based on the actual facts of this claim we are offering a positive resolution. Thank you for your time in the matter.

Where does it assure him he would receive a 20GB Plan? To me it reads that the Sales Rep was going to see if he could do anything extra for him to try to help him since the promo was misunderstood.  Additionally I would love for this customer to be happy. Unfortunately his request for the 20GB Plan at his rate is not something that can be done. Additionally with the information on our previous correspondences we do full disclosure with customers and I have yet to see any proof in which this customer was misquoted. I am able to issue him a one-time $100 credit on his bill as a courtesy and to do the best we can to make the customer happy as the plan may have been misunderstood by him. If this is acceptable he can let us know and we will get that done immediately. Once again I am sorry this is an unhappy customer but we as a company make sure we do our best to prevent misunderstandings to occur and thats why we have our pre-installation policies and procedures in place. Thank you. -[redacted]

Keith-- I spoke to cx regarding the issue. After looking into everything she was promised, she is actually going to be receiving exactly that. I looked into the Visa gift card. It's on it's way. The vacation promo was mailed to her. We are mailing it again today. The cx is happy that these issues...

have been addressed. She confirmed to me that I have addressed all of her concerns. In conclusion, we were not at fault. Everything that was promised was approved and applied. There is no proof of intent to mislead the consumer in any way. She just didn't want to wait the allotted time to receive the benefits. But she is now with a clear understanding of the process and is satisfied.

Please be advised that we have reviewed and researched this complaint. Here is what we had found:1. The customer is already receiving discounts as promised with more kicking in very soon. Thecustomer was issued some referral credits in which takes up to 90 days to hit the account. Aspromised by the...

sales rep, and explained to the customer more than once, these credits of $10each month can take up to 90 days to start. There are currently 3 of these on the account (onemore than promised).2. When we had confirmed the with the customer the equipment and type of equipment we weregoing to install the customer agreed to a wired system, not a wireless. This is done 3 timesbefore the install. Once during the sales process by the Rep, once during a confirmation callbefore scheduling, and one last time with the installer before he begins work.3. The customer is receiving the local channels.I hope this answers any questions you may have. I am also available at the number above shouldsomeone or the customer wish to review this further. Thank you.[redacted]Managing Member

Please advised that we spoke with the customer and resolved the issue and offered a $100 credit on her account and she is happy. The Rep she was dealing with is unfortunately no longer with us. Please let us know if you have additional questions or need additional info. Thank you.-Keith R[redacted]Managing...

Member

We are in receipt of Complaint ID [redacted] enclosed with a response from the complainant. Below is our final response regarding this alleged complaint. After reviewing the Customer's Response Statement we feel that we are more than accommodating her request by offering to pay for her streaming devices. Again, reflecting to our original response to this alleged complaint, we mentioned that all of our phone calls are recorded as well as all of our event booths are very clearly labeled as KR Communications being an "Authorized Dealer" for AT&T/DIRECTV. Ms. [redacted] continues to claim we were not properly disclosed as an "Authorized Dealer"lbut according to our Data Entry confirmation call with Ms. [redacted] on 8/15/2017 at 5:52pm we were clear several times to identify our group as "KR Communications" as well as disclosing we are an "Authorized Dealer" This call was taken with Ms. [redacted] on the call with clear understanding who we represented. Furthermore, Ms. [redacted] claim that her Sales Rep, Rob J[redacted], cancelled her daughters AT&T Mobility plan mid-month so she accrued $108 in prorated charges is simply erroneous. Again, all of our phone calls are recorded and this change was made with Ms. [redacted] daughter on the line, se1ing as she would be the only one able to make any changes to her own account. It was not only recommended by Rob J[redacted], but recommended by the AT&T Mobility Rep as well that she should sche6u1e her plan to change on her next billing cycle to avoid these prorated charges. Ms. [redacted] daughter then said "I've already used most of my data for the month, so just change it now". We hold zero liability1 with any prorated charges. Finally, covering the issue of her Sales Rep, Rob J[redacted], being under the impression that Ms. [redacted] currently had a streaming device either built into her Television's or an independent box(s) for streaming is very reasonable. Especially since you would need some form of a "Streaming ' device to "Stream" Netflix because it is exclusive to "Streaming". This is the only reason why we offered to purchase streaming boxes (i.e. Blue-Ray devices) for Ms. [redacted] when the Technician was at her home so she can continue to enjoy her Netflix. In conclusion, we feel we have offered a more than satisfactory resolution to this claim. Based on the facts or the claim, or lack thereof, we are willing to accommodate Ms. [redacted] with four (4) streaming devices at no expense to her so she can utilize her services as she wishes. This has been an isolated incident and we are willing to accommodate. Thank you for your time in this matter.