Kylin TV, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the final resolution is OK to me and the matter has been resolved
Sincerely,
*** ***
However, the business policy is very harmful to customersWithout any investigation on customer side, the Kylin TV company selects CORRECTION to harm customers

Dear Revdex.com/Customer
On May ***Customer has made final decision of cancellationWe are glad to accept the customer's decision and we are glad to do full refund to the customerDetails are as below as per email conversation with the customer
Once he ports out the phone number to other service provider and returns the devices to us
-We’ll only charge him month service fee
-We’ll refund him + + + = $
He will port out the phone number in month from May ***,
Thank you
*** **/*** ***

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 and the matter has been resolved
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Dear *** ***,
Thanks for conveying the response
from *** ***Carefully read the response and the attached welcome letter,
I am disappointed at their attitude in settling this issueFirstly, I never received any contract
or welcome letter either from the set-top-box or by emailFor the attached welcome
letter, I have sufficient evidence to prove that it was forged:
I never had an email address ***,
which is showing in the attached welcome letter and
they claimed that they sent the letter to when I started the service. However, the email address I provided to them was exactly the same as that I provided to Revdex.com for this complaintCarefully checked my email box, I found the first email they sent to me on 12/**/in which they only provided my account and initial password for login to their systemPlease find the attached screenshot and print version of this emailIt clearly demonstrates that they contacted me by the address I provided from the very beginning, and is not ***Given this, how could they send a letter to an email address I never had and is totally different from which they were already using to contact me?
Opening the welcome letter by Abode Acrobat and checked the properties of this PDF file, I noticed that it was created and modified on 10/**/And also, it is created by Microsoft Word As they claimed, this letter was sent to me on 12/**/However, how could they send me the letter on 12/**/which was created on 10/**/when was almost one year later and just before they respond my complaint? Please find the attached my marker on this PDF fileFor these reasons, I believe the welcome letter was fabricated as an evidence for replyingIn addition, I usually busy with
work, and do not answer any unknown phone callI hope *** *** or KylinTV could
settle this issue in writing as soon as possibleI stand my groundThere is no valid
contract between usI have the right to stop the service and get the deposit
backMy desired settlements remain:
1. Remove my account from the debt
collector
2. Reverse any negative credit impact
with rating agencies
3. Return the deposit since that they have received the box4. Cancel all the illegal contracts
and services they claimed
5. Cancel all the groundless bill sent
to me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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*** *** *** *** Dear ***
*** Thank you for forwarding *** *** *** complaint to us*** takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, *** *** *** ordered *** Unlimited package at $per month on August **, with a month ContractWhen he placed the order with us, we had also offered him a promotion with $off per month due to he had switched hisexisting phone service to usThe contract should expire on August **, With the application of $off ($19.99- $4.00= $15.99), sales tax ($0.96) and regulatory/compliance fee ($2.35), his total monthly fee will be $*** *** understood our terms of service policy and authorized us to charge his designated credit card ending *** before we sent out our VoIP set top box to him on 08/**/2014.We didn’t really hear from *** *** until DecStarting from the week of Dec*** 2014, we had received several phone calls from *** ***in the following months complaining our phone service doesn’t work or doesn’t work wellOur techsupport personnel did test with him for multiple times but the problem didn’t seem to be solvedIt’s an uncommon case and was under investigationOur tech supportmanager Ken Zh*** was involved in hope to find a solution.Since it is a rare case, our call center customer care staff didn’t know how to solve the issue, and caused some miscommunication with *** ***We will certainly use this case to train our call center representatives in handling the situation with more professional behaviorOn 08/0*/15, we have cancelled *** ***’s service as per his requestA $early termination fee was automatically applied to his account.We have carefully reviewed *** ***’s account after receiving this complaintWe should not charge *** *** early termination fee under this circumstanceSince *** *** has disputed this payment from his credit card, we have informed our bank and let *** *** to charge this amount back.We have received VoIP set top box returned from *** *** on 09/**/A dollar equipment deposit refund check was mailed out to him on 10/**/Please find the attached copy of the checkWe called *** *** and apologized for all the inconveniences caused to himUp to this time, we believe the case should have been settled.Should you require any additional information, please do not hesitate to contact me at zhong.w***@kylintv.com.Sincerely,Zhong W***Administration Specialist

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Dear *** ***,
Thank you for forwarding *** *** ***’s complaint to usKyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization
According to our records, *** *** *** has been KyLinTV’s loyal customer since September and she used our service for more than years with no problemHowever we received a call from her on 01/**/to cancel her account at the end of January The reason for cancellation is that her mother, the person in the family who watched Chinese TV had returned to ChinaOur senior customer care representative, *** ** had spoken with *** *** *** again in the beginning of JanuaryBased on *** **, *** *** *** was convinced to stay with us with a month free account suspension from Feb*** to June *** The account would be automatically reactivated on 07/**/unless we receive further instructions from *** *** ** then sent an account suspension notice to *** *** *** via email after their telephone conversationWe didn’t hear from *** *** in the following monthsOn June ***, about weeks before the account reactivation, we sent out an account reactivation Email reminder to *** *** (See attachment)Again, there was no response from *** *** so the account was reactivated on 07/**/And our automatic system started to charge *** *** monthly fee of $
On 09/**/however, *** *** called us and stated her account was cancelled in the end of January but we still charged her monthly service fees for July, August and SeptemberOur customer care representative tried to explain to her that her account was not cancelledIt was suspended and reactivated on 07/**/*** *** told us that she never received any of our email notices in regards to suspension and reactivation even though the email address we sent messages to is correct and in useThe customer care representative then sent requests to *** ** and our saving cancellation specialist *** *** to follow up with *** *** and clear all the issues*** ** and *** *** tried to call *** *** back a few times in the end of September and beginning of October, but were unable to speak with *** ***At the same time, our system charged *** *** service fee for October 2014.
*** *** *** finally reached *** *** and her account was cancelled on 10/**/Cancellation letter was sent to *** *** via EmailSince *** *** called us on 09/**/14, *** *** agreed to waive Octservice fee of $A refund check with this amount was mailed out a few days ago
In regards to July, August and September service fees ($34.99/month), we checked *** ***’s account and didn’t find any viewing records in these monthsAfter several telephone conversations with *** *** and her husband, we both understood that the issue was originated in a misunderstandingTherefore we agreed to waive August and September fees and only charge $for July
We believed this complaint raised by *** *** has been completely settled and this case should be closed now.
Should you require any additional information, please do not hesitate to contact me at ***
Sincerely,
*** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
We have yet to receive the payment as promised from KyLin TV, and until we do so, will consider this matter not yet resolved The reason for this is because we have tried requesting the refund directly with the company over the phone and, although various agents from the company have promised this refund, they have yet to deliver on their promise And this is why we needed to go through the Revdex.com to help us obtain this guarantee from the company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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*** *** *** ***Dear *** ***Thank you for
forwarding *** *** ***s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, *** *** *** subsricpted to our services on 03/**/He paid $box deposit by credit card. *** ***cancelled his service on 03/**/and we received his leased equipment in the beginning of April 2015. Upon receipt *** ***s complaint, we promptly worked with our account department and proceeded to credit back $of set top box deposit and mailed it to him yesterday by priority mailThe tracking # of the package is *** *** *** *** *** ** and theexpected delivery will be 07/**/as per ***Please see attached photo copy of the check.We have contacted *** *** to explain our refund procedure, and apologized to him for any inconvenience that we have caused, and believed this complaint raised by *** *** has been completely settled and this case should be closed. Should you require any additional information, please do not hesitate to contact me at ###-###-#### or ***. Sincerely, Zhong W*** ***

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 and the matter has been resolved
Sincerely,
*** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
ADVERTISEMENT!! Please issue refund back to our account as promised. ?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear *** ***,
Thank you for forwarding *** ***'s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization
Regarding *** ***’s latest
complaint for the loss of signal and saying that he would like to to cancel his service. We have contacted him on 7/*/and canceled his subscription on the same day. Once we receive all equipment from *** ***, we will refund all deposit back to himTV-Desi contact information is on *** header, in addition with our Live Chat feature which is provided for new and existing customersOur Call Centers are open Days a week AM 10:- PM 7:
Again, we apologized for any inconvenience that we have caused for *** ***, and we believed this complaint raised by *** *** has been completely settled and this case should be closed. Should you require any additional information, please do not hesitate to contact me at ***
Sincerely,
*** ***

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*** *** *** *** Dear *** ***,Thank you for forwarding *** *** **’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization. *** ** claimed that her account with KyLinTV was cancelled year ago, however our records indicated her service was terminated on 12/**/due to an outstanding account balanceActually *** ** Called in on 08/**/and our senior customer representative, *** *** **, successfully convinced her to stay with us at a promotional rate*** ** told *** that her TV box has problem and we even sent her a replacement set top box on 08/**/12. We spoke with *** ** after receiving this complaintWe understand that *** ** has been our loyal customer for more than years and we don’t want this relationship to end with an argumentTherefore we agreed to waive her account balance of $A cancellation letter will be emailed to *** ** in the next a few days to officially close her account*** ** needs to return equipment to our US receiving center at her own cost. We will go ahead to clear her Collection account which will take approx5-business days and there will not be any collection records. We believed this complaint raised by *** ** has been completely settledShould you require any additional information, please do not hesitate to contact me at ###-###-#### or ***. Sincerely, *** *** ***

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*** *** *** *** Dear *** ***, Thank you for forwarding *** *** *** complaint to usKyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization According to our records, *** *** *** (KyLinTV account registered name: *** ***) became our loyal customer in April She ordered KyLinVoice Unlimited Month Contract package at a promotional monthly price of $with an additional $regulatory and compliance feeThe total monthly charge is $18.34. Her month contract with us would expire on April **, *** *** understood our terms of service policy and authorized us to charge her designated credit card ending in before we sent out our VoIP set-top-box to her on 04/**/ We have carefully reviewed *** *** account after receiving this complaintOur automatic system failed to charge *** ***’s credit card on 01/**/for service period from 01/**/to 02/**/We have tried to contact her via emails and phone calls to urge her for credit card update but could not get in touch with herAfter failed attempt of charging, our system inactivated her account and our service to her was terminated on 02/**/ *** *** called our customer care on 02/**/and provided us with her new credit card numberOur senior customer service representative Linda Ip spoke with her and immediately re-activated her account after successfully charging her new credit cardWe didn’t notice that *** *** still could not use our phone service after account reactivationOur technician finally spoken with her on 03/**/and solved the problemThe issue was caused due to her internet connection to our VOIP set top box *** *** also complained about her experience to communicate with our customer care deptin EnglishWe are very sorry for the inconvenienceSince a large percentage of our customers can speak Chinese or have Chinese speaking family members, our customer service representatives are required to speak ChineseHowever we do have representatives that speak perfect English and can talk to English speaking customers without an issueWe have explained this to *** *** and apologized to her. We believe *** *** had fully understood this Since *** *** didn’t use our service for about weeks for the internet connection issue, we had refunded her month subscription feeThe total refund of $had been made to her credit card ending in *** on 03/**/ This compliant case raised by *** *** should be completely settledIf you may have any questions or other concerns, please do not hesitate to contact me at *** or *** Sincerely, Zhong W*** Administration Specialist

Date: Dec***, 2014 To: *** ***, *** *** *** ***, ** *** From: *** *** KyLinTV*** *** ***
***, ** *** Re: Case ID# ***Dear *** ***, Thank you for forwarding *** *** ***’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization. According to our records, *** *** has been our loyal customer since Dec***, 2006, and he had subscribed to a KyLinTV basic channel annual package with free month promotionHis annual plan started on 01/**/and ended on 04/**/After this annual subscription ended, *** *** decided to change to Great Wall monthly package with a charge of $per month plus tax. We didn’t really hear much from *** *** until July On July *** 2012, *** *** called our customer care center and requested cancellation of his KyLinTV accountOur *** *** *** ***, *** *** ** spoke with him and offered a deep discounted price, $a year plus 7% tax (a total of $128.40) for *** *** to stay with usThis discounted plan is designed for the customers who have at least year relationship with us*** *** accepted this offer and the annual plan started from August *** to July *** 2013. Before this annual plan ended, on 06/**/our administration team sent *** *** an email notification to inform him his annual subscription would expire soon, and if we don’t hear from him, we will automatically renew his channel package and charge him the full amountWe didn’t hear from *** ***, therefore we charged full price of $($annual subscription fee plus $tax) on 07/**/from his credit card and renewed his plan for one more yearThe annual subscription is from August *** to July *** 2014. On July *** 2014, exactly one month before the annual subscription expired again, we sent another notification (Attached) to inform *** *** and requested him to contact us before July *** for any plan changeOtherwise we will automatically renew his channel package again and charge him the full amountNo feedback from *** ***Therefore we charged full price of $($annual subscription fee plus $tax) on 07/**/The annual subscription is from August *** to July *** 2015. After receiving this complaint, we have contacted and spoken with *** and *** *** a few timesWe were told *** and *** *** had never received our plan expiration notices sent via email on 06/**/and 07/**/14, and were not aware of the annual subscription charges to their credit cardAfter discussion, we eventually reached an agreement to charge a discounted rate of $($annual subscription fee and $tax) for year from August *** to July *** (Instead of $353.09)And charge $($monthly subscription fee + $Tax) on monthly basis for August, September, October and November with a total of $*** ***’s account will be cancelled on 11/**/ Based on above, we have made refunds of $on 12/**/in two separate transactionsHere are the refund details: $385.07 (ORDER NUMBER: ***)$181.89 (ORDER NUMBER: ***) Please find the transaction receipts attached Our customer care center will email cancellation letter to *** *** in the next day or with instructions how to return the leased equipmentWe believed this complaint raised by *** *** has been completely settled and this case should be closed. Should you require any additional information, please do not hesitate to contact me at ###-###-#### or ***. Sincerely, *** *** ***

Re: Case No. ***
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Dear *** ***,
Thank you for forwarding *** *** ***’s complaint to usKyLinTVtm takes our customer’s comments very seriously as we pride ourselves in being a customer friendly organization
According to our records, *** *** *** called KyLinTV sales department on 12/**/and ordered Great Wall TV package with month contract through our inbound sales Martin L**When he placed the order with us, Martin L** had offered him a promotional discount for months at $per month (first months and last months, plus dollar equipment rental charge) and remaining months at original price of $per monthThe first month fee and dollar equipment deposit (a total of $61.99) was charged upfrontThe contract should expire in Dec*** *** understood our terms of service policy and authorized us to charge his designated credit card ending *** before we sent out our set-top-box on 12/**/
We have carefully reviewed *** ***’s account after receiving this complaint
We listened to the voice recording of *** ***’s phone conversation with MartinDuring their conversation, Martin mentioned a few times that in order to receive the promotional discounted rate, *** *** needs to order the service with month contract with usHowever KyLinTV offers a day free trial*** *** would be able to cancel the service for any reason within this free trial periodThe free trial period will start to count right after *** *** receives our boxAfter the free trial period, contract will become effective and therefore we expect *** *** to fulfill his month contract with usDuring the sales call, *** *** should have fully understood his commitment for this month contract plan
*** *** didn't call us to cancel service within the day free trialThe only cancellation request we received from him is on 03/**/16, more than three months after the contract was executedThe reason *** *** gave to us for cancellation is that he was moving to a new placeOur senior customer service representative Linda Lp explained to *** *** since this is an internet based TV service, *** *** can bring the box to anywhere within North America and keep receiving service as long as his new home has internet connectionHowever if *** *** insisted to cancel the service, early termination charge will apply and we will charge cancellation fee*** *** agreed to withdraw his cancellation request to avoid paying cancellation fee
However on 04/**/2016, our automatic system failed to charge *** ***'s credit card, after failed attempts of charging in about month of time, we will forced to terminate *** ***'s KyLinTV Account in May
We found the welcome letter our system automatically generated and sent to *** ***'s email address ***This email address was provided by *** *** *** to Martin during the ordering processIn the welcome letter, we have clearly stated that *** *** has a month contract to fulfill (See attachment)
Within the set top box package we sent to *** ***, a copy of KyLinTV terms of service was includedAccording to this terms of service, if customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, customer will be subject to a early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment, as well as charge back of the promotion points
Since *** ***'s account has month overdue account balance, and he breached 24M Contract but did return the Set-Top-Box (STB) to us on 07/**/2016, his outstanding account balance is as follows
Subscription charge from 04/**/to 05/**/16 Box rental fee from 04/**/to 05/**/16 Promotion points charge back for the first month ($14x3months) Early termination fee ($x months remaining in his term commitment) Collection Fee Box deposit (We use his box deposit to deduct partial early termination fee) - Total:
We have tried to contact *** *** in many different methods - calls, emails and mailBut *** *** never respondedTherefore we are forced to send *** ***'s account to the collection
We have again called *** *** several times after receiving this Revdex.com complaint*** *** didn't answer this phone and didn't return our voice mail eitherAt this moment, we are unable to solve the caseWe would like to speak with *** *** to discuss on a settlementPlease urge *** *** to contact us at ###-###-#### or ***
Sincerely,
*** ***
Administration Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. We have no choice to withdraw our phone service from KylinTV and lost our original phone numberSince we are loyal customer of its TV, we still use its TV for one more yearWe also ordered another company's TV service before KylinTV's responseWe are planning to switch TV service to another provider next year
Sincerely, *** ***

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Dear *** ***,
Thank you for forwarding *** *** **’s complaint to usKyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization
Regarding *** **’s latest request saying that he would like us to waive the early termination fee, we have reviewed his account*** ** has became our customer since May 2013, and he had subscribed a KyLinTV + Taiwan TV Month Contract plan from KyLinTV sales represantitiveWe found his very heavy uses of our service before middle OctHowever in late Oct 2013, A system issue occurred and unfortunately service to *** ** was affected on a large scale. Problem was solved in very beginning of NovOur techsupport personnel did speak with *** ** on 11/**/and offered him free month service in order to save him from cancellation of the subscriptionHowever *** ** rejected this offer and his account was then cancelled on 12/**/
We consider *** **’s reason for early termination of our service is understandable and reasonableTherefore we decided to waive his early termination charge of $for breaching the 24M contractOur senior customer care represatitve *** ** had spoken with *** ** to discuss this issue*** ** had agreed to pay off all the account balance for the usage of the service before the system problem occursAs a result, we have written off the early termination fee from his account and also clear him from the collection agencyWe have received leased equipment returned from *** **, and we have refunded $box deposit to his credit card
We believed this complaint raised by *** ** has been completely settled and this case should be closed.
Should you require any additional information, please do not hesitate to contact me at ***
Sincerely,
*** ***
*** ***

[redacted]
""> Re: Case No[redacted] Dear [redacted], Thank you for forwarding [redacted]'s complaint to usKyLinTVtm takes our customer's complaints very seriously as we pride ourselves in being a customer friendly organizationWe have carefully reviewed [redacted]'s account after receiving this complaintAccording to our records, [redacted] has been our customer since July [redacted], 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $per monthThis is a no-contract package that allows the customers to cancel anytime by calling our service hotlinePlease find the attached screenshot which demonstrates our online ordering processWhen [redacted] ordered this service on our website, our system required him to agree on our terms of service[redacted] needed to check the box to confirm he had read and agreed on our terms of service, otherwise he just couldn't submit the orderSince the order went through, [redacted] must have read, understood and accepted our service termsHere below are some highlights from the terms of service related to [redacted]'s case: - The customer agree to provide KyLinTV, at initial sign-up, with a valid major credit card or an authorized bank account acceptable to KyLinTV as the designated form of payment to pay for his/her subscribed Service, and will maintain the validity of payment information while his/her subscription is active unless we otherwise agree upon - The customer's monthly statement of KyLinTV Services will be available online through his/her KyLinTV accountIf there is any disputed item in the statement, he/she shall notify KyLinTV of such disputed item within thirty (30) days of notice, or such greater amount of time as permitted by lawFailure to timely notify us of a dispute shall constitute his/her acceptance of the corresponding bill- The customer may change his/her subscription in accordance with Section of this Agreement or cancel the Services in accordance with Section If he/she does not choose either of the actions as instructed in each section, the Monthly Subscription will automatically be renewed each month at the then prevailing subscription fee for the same package- The customer may cancel a Monthly Subscription for any reason at any time by notifying us at ###-###-####He/she must pay all outstanding balances accrued, including without limitation, any applicable feesCharges for the Services, once charged to his/her account, are non-refundable, and no refund or credit will be provided in connection with the cancellation of the ServiceThe cancellation will take effect on the 1st day of his/her next billing cycleI have attached a completed copy of the terms of service in both English and ChineseWe didn't really hear from [redacted] until NovOn 11/**/2015, our customer care center representative Sandy Z[redacted] received a call from [redacted]During the conversation, MrYuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after orderingSandy explained to [redacted] that we didn't receive his cancellation request in any format and as a matter of fact, we don't accept online cancellation request at all (as per our terms of service listed above)Eventually, [redacted] was convinced to settle the case by month subscription charge refundSandy cancelled [redacted]'s account right away and month service charge of $was refunded to [redacted]'s credit card ending [redacted] on the same day(Refund payment ID [redacted]) We thought the argument was peacefully resolvedHowever surprisingly enough, we received a bank notice on 11/**/that [redacted] contacted his credit card company and charged back month subscription fee $($9.99/month x months) We have contacted [redacted] last week, and we really don't want to see our relationship with a customer ends with an argumentFor customer service reason, other than the month fee [redacted] had taken back, we agree to refund additional month subscription charge of $($x months)We have proposed this to [redacted] over the phone and are waiting for his feedbackPlease urge [redacted] to call or email usHopefully we can close this case shortly and peacefullyShould you require any additional information, please do not hesitate to contact me at [redacted]Sincerely, Zhong W[redacted] Administration Specialist

[redacted]
 
[redacted]
 
[redacted]   [redacted] Dear [redacted], Thank you for forwarding...

[redacted]’s complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization. According to our records, [redacted] has been our loyal customer since Sept. 2008 and he has been using our TV service for more than 6 years. In Nov. 2014, [redacted] decided to migrate to our upgraded version with a KyLinVoice Unlimited 12M prepaid contract (phone service) plus 1 year free TV plan.   The order was fulfilled on 11/**/14 and the equipment was mailed out to him on the following day.  However starting from the week of Dec. [redacted] 2014, we had received several phone calls from [redacted] and his daughter complaining our phone service doesn’t work or doesn’t work well. Our tech. support personnel did test with them for multiple times and everything was Ok during the tests. It’s an uncommon case and up to this moment, it is still under investigation. Our tech support [redacted] is involved and hope we can find a solution shortly. Since it is a rare case, our call center tech support staff didn’t know how to solve the issue, and caused some miscommunication with [redacted]. We will certainly use this case to train our call center representatives in handling the situation with more professional behavior.  On 12/**/14, we have cancelled [redacted]’s phone service as per his request. [redacted] will continue his TV subscription with us at a discounted annual charge of $120 (plus $50 equipment deposit). We have refunded $285.20 back to [redacted]’s credit card. We called [redacted] and apologized to his daughter for all the inconveniences caused to them. Up to this time, we believe the case should be closed. Should you require any additional information, please do not hesitate to contact me at [redacted]. Sincerely, [redacted]t

[redacted] [redacted]
 [redacted]   [redacted]
Dear [redacted],
Thank you for...

forwarding [redacted]’s complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.
Regarding [redacted]’s latest request saying that she would like to to cancel her service.  We have contacted her on 6/*/2014 and canceled her subscription on the same day.  Once we receive all equipment from [redacted], we will refund all deposit back to her.
Again, we apologized for any inconvenience that we have caused for [redacted], and we believed this complaint raised by [redacted] has been completely settled and this case should be closed.  Should you require any additional information, please do not hesitate to contact me at [redacted].
Sincerely,
[redacted]