Kylin TV, Inc.

[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 for the refund of $100 equipment deposit as soon as possible,  [redacted] [redacted] paid $100 deposit by credit card for 2 sets of equipment when hesubscribed to our services.  [redacted] called to cancel his subscription on 04/**/15 and we received his leased equipment (2 boxes) on 04/**/15. Since the 24 month contract was not completed, [redacted] agreed us to charge $72 for early termination fee. The early termination fee was charged on 04/**/15.Once we received 2 sets of boxes on 04/**/15 at KyLinTV shipping/receiving center, our accounting dept. tried to refund a total of 100 dollars back to [redacted]’s credit card ending in [redacted] right away. However the refund was rejected by his credit card company. Here is the description of the failure:Description=[redacted]: The merchant is not setup to support the requested service. (Credit Card [redacted]) Refund reference # is [redacted].We have tried to contact [redacted] at his numbers [redacted] and [redacted] several times but no one picked up and no one returned our messages. We need [redacted] [redacted]’s instructions how this money can be refunded. Also based on our record, [redacted] has disputed the early termination charge of $72 on 05/**/15. We have spoken with [redacted] after receiving this complaint and informedthe credit card company to let go $72. This amount of money had been returned to [redacted]’s credit card. In addition, we have mailed out a check payment of $28 dollars (Copy attached). So [redacted] will receive a total of $100 from us as box deposit refund. We apologize 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] [redacted] [redacted]

Date: Dec. [redacted], 2014
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To:       [redacted]
[redacted]
[redacted]
[redacted]
 
From:  [redacted]
            KyLinTV
[redacted]
[redacted]
 
Re: Case No.   [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 for the refund of $50 equipment deposit as soon as possible,  [redacted] subsricpted to our services on 08/**/2010. She paid $50 deposit by credit card to us when she subscribed our services.  [redacted] cancelled her service on 10/**/14 and we received her leased equipment on 10/**/14.  Normally it would take us 6 – 8 weeks after we received our equipment to process the check refund back to customer.  We have originally scheduled a refund to her on 12/**/14. Due to [redacted]’s urgent request, we have sent a 50 dollar refund check out to her today. (Please find the attached copy of refund check)
 
We have contacted [redacted] and explained to her about our refund process and she understood.
 
Again, we apologize 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]
[redacted]

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

[redacted]’s complaint to us. KyLinTVtm takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.We have carefully reviewed [redacted]’s account after receiving this complaint. According to our records, [redacted] called us on 06/**/15 and reported that Da-Ai TV (a free religious channel) was not broadcasting properly. Our tech. support department checked immediately and found the problem was caused by content provider’s internet instability. We reported the issue right away but need some time to fix it. All of other channels we carry have no problem.On 06/**/15, [redacted] called us again to cancel the service immediately and requested a $16.99 refund for June 2015 subscription fee.  Our customer service representativeexplained to [redacted] that since his billing cycle started on the 1st day of each month, June 2015 subscription fee had been charged and was unable to refund to him based on our terms of service. As a result, we would cancel his account on 06/**/15 (before the next charge date) instead.  According to our terms of service, the customer may cancel his/her subscription for any reason at any time by calling us. The cancellation will take effect on the 1st day of his/her next billing cycle. In the event that the account is cancelled, fees for all VOD movies and TV drama episodes viewed before the termination of the Services will be due immediately and be charged on the designated form of payment. We spoke with [redacted] on 06/**/15, since it was a content issue that leads to the cancellation, we agreed to cancel the account immediately and refund June subscription fee. The refund of $16.99 will be made in 10 business days and the money will be back to [redacted]’s credit card.  We believed this complaint raised by [redacted] has been completely settled. Should you require any additional information, please do not hesitate to contact me at [redacted]. 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: 
The matter has not been resolved. I had been busy, but I did communicate with KylinTV on Saturday pointing out their unauthorized or hidden charges. Enclosed, please find my email to KylinTV.
Sincerely,
[redacted]

April **, 2015
 
         
To:     [redacted]
 
From: [redacted]
          KyLinTV
[redacted]
 
Re: Case No.  [redacted]
 
Dear [redacted],
 
Thank you for forwarding [redacted]’s complaint to us. KyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization.
 
After receiving this complaint, we have spoken with [redacted] again on 04/**/15 and [redacted] confirmed to us the $100 refund check is received.
 
We believed this complaint raised by [redacted] 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 [redacted].
 
Sincerely,
 
 
 
[redacted]
Administration Specialist

I always experience difficulties with the service this year. I had been a customer since 2006. Never thought the service would get worse. However this year whenever I fast forward when viewing, the box just "jump" the screen to the next program and I never got to see the programs I wanted without viewing the advertisements. I never have the patient and time to wait for that 5 to 10 minutes of advertisement of just after 10 minutes of viewing so I gave up. I expressed the frustration to the customer service and they didn't treat me seriously and refused to refund any fees.

Revdex.com:My complaint is served as a warning to consumer who plans to do business with KlinTV. This business  is not  the one who keep its words. If you need Internet phone service, there are so many better ones, free ones in the market, for example, I am using free Google Voice free.
If you don't want to spend tons of time as I did, most propably, your deposit would not get back, so don't do business with this company.
After almost 4 months with the help from Revdex.com, they reluctantly returned my deposit, I will close this case thanks to Revdex.com, but the business practice at KlinTV is not acceptable and they should be penalized for misleading customers.
It is in reference to complaint ID [redacted], I close this case and promise will never ever do business with them again.
Sincerely,
[redacted]

Date: Oct. *, 2015[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Re: Case No. [redacted]Dear [redacted],Thank you for forwarding [redacted]...

[redacted] 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 August, 2014, and he had subscribed to a Taiwan TV Pack Monthly plan for other devices with no contract. This means [redacted] can cancel our service any time as soon as we receive his cancellation request via phone or email. We didn’t really hear much from [redacted] after his order was fulfilled. However on 07/**/15, our automatic system failed to charge [redacted] month subscription fee of $24.14 for service from 07/**/2015 to 08/**/2015. After 9 failed attempt of charging, our system locked [redacted] account on 08/**/15 and our service to him was terminated. [redacted] account therefore has an AR balance of $24.14On 09/**/15, we received [redacted] email request to cancel his account. Our customer service representative Mr. Jay P[redacted] tried to call [redacted] and left message. We officially cancelled [redacted] account on 09[redacted]/15.[redacted] complaint that he had sent in cancellation email request 3-4 months ago. We carefully checked our system and we couldn’t find such a record. However from customer service point of view, we agree to write off all the AR balance on [redacted] account. The balance now is zero.  We have spoken with [redacted] this week and discussed with him about the solution. 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 ###-###-#### or [redacted].Sincerely, [redacted]Administration Specialist

Re: Case No.   [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.
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In response to [redacted]’s complaint, we had held an internal investigation.  [redacted] claimed that her KyLinTV service was subscribed as a result of fraud by one of our resellers – [redacted]. Our initial investigation however could not provide enough evidence that any improper action has been taken during this transaction. After we communicated with [redacted] and informed her the result, [redacted] provided her corresponding email records with the reseller which is an important evidence in favor of [redacted]. From the email records, the reseller had possibly misled [redacted] and made the sales, and [redacted] requested to cancel her account on 01/**/14, but the reseller didn’t inform us in regards to [redacted]’s cancellation requests.  Based on our terms of service, we provide our customers 14 day free trial and customers can cancel service within this period of time for any reason. No early termination penalty will be charged. 01/**/14 was still within 14 day free trial period, so no penalty should be charged to [redacted].
 
This is a serious matter and we have taken the action to penalize this reseller to make sure that he will not be able to continue misleading other customers.
 
We must apologize to [redacted]. We have spoken with her husband on the phone to make our sincere apology. The following actions will be (have been) taken:
 
1)    We have writen off the early cancellation fee on her accout. We should not charge her this fee from the beginning.
2)    We will go ahead to clear the Collection account which will take approx. 5-7 business days and there will not be any collection.
3)    We have already proceeded waiving the collection fee. There will not be any AR in her account anymore.
 
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]

[redacted]
Arial">
 
         
To:     [redacted]
[redacted]
[redacted]
[redacted]
 
From: [redacted]
          [redacted]
[redacted]
[redacted]
 
Re: Case No.  [redacted]
 
Dear [redacted],
 
Thank you for forwarding [redacted]’s complaint to us. KyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization.
 
According to our records, [redacted] has been KyLinTV’s customer since April [redacted] 2014, and he had subscribed to a KyLinVoice unlimited $15.99 12 month prepaid plan package through our local reseller SkyPro Tek (Reseller ID 2042). [redacted] paid a total of $241.62 on 04/**/14, including 50 dollar phone box deposit, 1 year unlimited use of phone service charge and local communication tax.
 
[redacted]’s prepaid 12 month plan ended on 04/**/2015. Based on our terms of service, we automatically renewed his annual plan after emailing him a system generated plan expiration notice and getting no response. A total of $208.91 was charged to his credit card on 04/**/15. However, [redacted] contacted our call center on 05/**/15 and claimed that when he initially ordered our service, the reseller provided him a buy one year get second year free discount.  
 
We didn’t have any promotion like this. The reseller obviously provided wrong information to [redacted]. Reseller 2042 has been terminated in Sept. 2014 and we are unable to verify this with him. Our senior customer service representative [redacted] and call center [redacted] spoke with [redacted], and offered a few discount options including 1 year free TV or free 950 overseas call back number. [redacted] refused free TV and 950 call back number, but accepted a $21.78 off from his original annual charge of $208.91 (Tax included).
 
   
A refund was made to [redacted]’s credit card on 05/**/15 for $21.78, including $20 subscription fee and $1.78 tax. As a result, [redacted] agreed to stay with us for 1 more year from 04/**/2015 to 04/**/2016 at final cost of $187.13.
 
We believed this complaint raised by [redacted] 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 [redacted]
 
Sincerely,
 
 
 
[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]
          ...

[redacted]
          [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 for the refund of $50 equipment deposit as soon as possible,  [redacted] subsricpted to our services on 5/**/2010. He paid $50 deposit by credit card to us when he subscripted our services.  [redacted] cancelled his services on 8/**/14 and we received his leased equipment on 8/**/14.  Normally it would take us 6 – 8 weeks after we received our equipment to process the refund back to customer’s credit card.  We have originally scheduled a refund to him on 10/**/14. Due to [redacted]’s urgent request, we have tried to make the refund to his credit card yesderday. However, [redacted]’s credit card company is unable to process any refund charged more than 3 years ago. Therefore we have made and mailed out a refund check instead. (Please find the attached copy of refund check)
 
We have contacted [redacted] and explained to him about our refund process and he understood.
 
Again, we apologize 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]
[redacted]

April **, 2015           To: [redacted], [redacted] From: [redacted]KyLinTV[redacted] Re: Case No....

 [redacted] Dear [redacted], Thank you for forwarding [redacted]’s complaint to us. KyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization. According to our records, [redacted] has been KyLinTV’s customer since April [redacted] 2014, and he had subscribed a KyLinVoice unlimited 12 month prepaid plan package with VOD select and Value TV add-ons through our local reseller [redacted] (Reseller ID [redacted]). [redacted] paid a total of $259.29 on 04/**/14, including 50 dollar phone box deposit, 1 year unlimited use of phone service charge and first month of TV subscription fees (Tax applied and included). We didn’t charge any fee or deposit for the TV box during this promotional period. However on 10/**/14, our call center Representative [redacted] spoke with [redacted]. During this telephone conversation, [redacted] requested to cancel his TV add-ons and also told [redacted] he had returned TV box to [redacted] while ago, and asked why KyLinTV was still charging for the monthly TV service. We never received any returned TV box from [redacted] in [redacted], and our company policy is to return all equipment to our receiving center in [redacted] for all the US based customers. Our customer service manager contacted [redacted]. Based on [redacted], she understands KyLinTV’s “Return to New York only” policy and would not accept any equipment return from the customer. We requested her to do a physical inventory check anyway and see if she could find [redacted]’s box. The result from [redacted] is that she could not find that box. Unfortunately [redacted] failed to provide a receipt from [redacted] and unable to prove to us the box was returned. We requested [redacted] to contact [redacted] directly to clear the box issue first. But obviously the issue is not solved. After negotiation with [redacted] several times, [redacted] agreed to pay $99 for the cost of lost TV box together with 2 month of TV service charge (The charge was disputed by [redacted]). As per his request, a written notice from KyLinTV was emailed and mailed to **  [redacted] on 02/**/15 to list the charges in detail (Please find the attachment). We have received payment check from [redacted] on 03/**/15 for a total of USD129.36. As a result, we started 50 dollar deposit refund process on 03/**/15 (Usually takes 4 – 5 weeks to complete the process)   After receiving this complaint from [redacted], I called and discussed with [redacted] in hope to find a solution that can be accepted by both parties. The conclusion is: 1. We will refund 50 dollar phone box deposit by check right away2. KyLinTV will share $50 for the lost TV box cost (Total cost is $99)A check of total 100 dollars were mailed out to [redacted] this afternoon. A copy is attached.  We believed this complaint raised by [redacted] 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 [redacted]. Sincerely,   [redacted]Administration Specialist

[redacted]       [redacted]
 
[redacted]
            [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 for the refund of $100 equipment deposit as soon as possible,  [redacted] subscripted to our services on 4/**/2012. He paid $100 deposit by credit card to us for 2 sets of equipment when he subscripted our services.  [redacted] called to cancel his services on 07/**/14 and we received his leased equipment (2 boxes) on 07/**/14. Since [redacted] changed the credit card number in our system, our customer care representative called him and left message on 07/**/14 on how the refund needs to be made, by check or credit card, and which credit card number.
 
[redacted] claimed that he had difficulties to contact our call center. We have to admit that during busy hours when the call volume is high, customer may have to wait for a longer time to speak with our customer care representative. Our management is doing our best to reduce the wait time. We have analyzed the phone conversations of call center agents, identify the key components of a typical conversation, understand the critical issues, questions, or common themes, and train our call center representatives accordingly. This had no doubt ensured our staff become more proficient and skilled in handling certain customer questions and had led to lower call center wait times for our customers.
 
We have contacted [redacted] and made refund of 100 dollars to his new credit card as per his instruction.
 
Again, we apologize 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]

Date: Sept. [redacted], 2015  To: [redacted] 
[redacted] Re: Case No....

 [redacted]Dear [redacted], Thank you for forwarding [redacted] 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] ordered KyLinVoice Unlimited at $19.99/m with a 24 month Contract package plus a promotional bonus of one year free Chinese TV service on Nov **, 2014. When he placed the order with us, we had also offered him a promotion with $4.00 off per month due to he had switched his existing phone service to us. The contract should expire on Nov **, 2016. With the application of $4.00 off ($19.99- $4.00=$15.99), sales tax ($1.42) and regulatory/compliance fee ($2.35), his total monthly fee will be $19.76. [redacted] understood our terms of service policy and authorized us to charge his designated credit card ending 5963 before we sent out our VoIP equipment and TV set-top-box to him on 11/**/2014.We have carefully reviewed [redacted] account after receiving this complaint. According to our record, [redacted] did report a few quality issues to our tech supportdepartment. After our investigation, the technical issues were caused by the internet instability and were solved promptly. We had not received any complaint from [redacted] and he had continuously paid his monthly fee of $19.76 without any issue.On 08/**/15, [redacted] had contacted our call center and requested us to cancel his service. The reason for cancellation was recorded that he will move to another location and he will no longer need our service. Our call center representative, Mr. S** L** reminded [redacted] about the commitment of a 24 month contract and if he had decided to breach the contract, there will be an early termination fee applied plus we will charge back the promotion points of $4.00 off from each month. [redacted] told our representative that he did not recall to the 24M contract commitment. In order to prove that [redacted] did have the commitment of a 24M contract with us, we had checked the sales’ voice recording when he called in to order the service. Our sales person, Mr. Donald H[redacted] had clearly explained to him that we have 2 options available for the customers in contract:1.  1 year contract with prepaid annual plan – Customer needs to pay 1 year subscription fee upfront and no refund if the customer decided to end the contract early.2.  24 month contract with monthly paid plan – Customer needs to pay the subscription fee on a monthly basis with a commitment of 24 month contract.  During the sales call, [redacted] had fully understood the commitment and he had chosen 24 month contract plan due to he wanted to pay month by month.Our senior customer care representative, Ms. Linda Ip had followed up with [redacted] on 08/**/15 to proceed proper cancellation upon receipt his cancellation request. [redacted] told Linda that he had already selected another telephone service. Therefore he insisted to cancel. Based on our terms of service, if the customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, the customer will be subject to an early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment (maximum US$288), as well as charge back of the promotion points.[redacted] only fulfilled 9 months out of a 24 month contract with us, therefore a $216 early termination fee was applied and we have proceeded to charge on 08/13/2015 which includes: Cancellation Penalty ($12/M x 15 Months)                            $180.00Charge back of the promotion points ($4/M x 9 months)       $  36.00Total                                                                                $216.00Our customer care manager, Mr. Oscar Fang have contacted [redacted] again on 09/10/15 after receiving this complaint. He spoke with [redacted]’ daughter directlywith [redacted] by her side during the whole telephone conversation. Thanks to [redacted] and his daughter’s understanding and Mr. F[redacted] have clarified the contract issue and came up with the settlements as below:-1. Based on our courtesy, we will agree to let [redacted] to commit a One Year contract only with $19.76/m ( a total of $237.12/year)  instead of a full commitment of a 24M contract. In other words, we agreed to change the contract term from 24 months to 12 months.2. [redacted] only paid our service for 9 months, therefore he agreed to pay the unpaid service of 3 months at $19.76 per month at a total of $59.28 in order to fulfill the one year contract with us.3. We agreed to refund the difference of $156.72 ($216.00 - $59.28). Since [redacted] told us that his credit card is no longer in use, the refund of $156.72 will be made in a check format. The refund check will be processed and mailed to [redacted] in 8-10 weeks and he had agreed.4.  [redacted] will agree the above settlements to Revdex.com in writing and returned the leased equipment (VoIP equipment-mac address 9CADEF410DB5 and TV set-top-box- mac address 00172F5087FC to our New York shipping center before the refund check can be submitted and processed.During the phone conversation, [redacted] daughter discussed with [redacted], and he agreed on the settlements mentioned above.We believed this complaint raised by [redacted] has been completely settled. Should you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted].Sincerely, Zhong W[redacted]Administration Specialist

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:

[Your Answer Here]We will not have the account opened if they could not support fax machine.  We were told by one of the representatives that they cannot support fax machine and will refund the money back to our account.They should honor their commitment and refund the monthly fees and early termination fee back to our account.Thanks.
 
 
 
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 for now. If the this problem re-appear, I will contact you again.
Sincerely,
[redacted]

I use their services for 5 years,when I change a new service,they don't want return my diposit money $50.I called many time to ask my money return,they lie to me a lot.Until 6 months later they just sent me check.

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

[redacted]’s complaint to us. KyLinTV takes our customer’s complaint very seriously as we pride ourselves in being a customer friendly organization. [redacted] claimed in his complaint that the equipment, including TV and voice set-top-boxes we sent to him, are not brand new. [redacted] felt he was cheated and thereforecancelled our service for this reason. Please understand due to the nature of our business, we do recycle the boxes from customers that are not in use of them. But before sending them out again to new customers, all the equipment will be tested and refurbished in our shipping center. We will make sure all the boxes we release are in good working conditions. The boxes might still have some light signs of wear but they are clean and with good appearances. Also [redacted] didn’t purchase these boxes. They are still KyLinTV’s properties. We rent the boxes to [redacted], which means:1. [redacted] didn’t pay any money for the box ownership2. In case the box is damaged during [redacted]’s stay with us, we will replace it at no cost to [redacted]. We will even be responsible for full shipping cost of the replacements.This will well protect our customers’ interests and allow the customers to use the service with no worry.  The equipment recycling will help us to lower the business operation cost therefore keep our prices low. Recycling is also the best way to avoid the waste of resources.As per our terms of service, cancelled customers need to return all the rented equipment back to us at their own cost. However [redacted] refused to pay for the return shipping and therefore hold the boxes after his account cancellation on 12/**/14. We sent many notices and called [redacted] to urge him to return the boxes but no positive responses. Therefore [redacted]’s account was sent to collection agency on 05/**/15 for an AR amount of $223, including $198, the value of 2 boxes, and $25.00 collection fee.We spoke with [redacted] again after receiving this complaint. The shipping cost is small and we don’t want to waste any more time arguing this. Therefore we haveagreed and emailed an [redacted] prepaid return shipping label (Tracking # [redacted] to [redacted], and [redacted] agreed to return the boxes in ten business days withthis return shipping label. Once the boxes are received, we will waive the 25 dollar collection fee and withdraw [redacted]’s case from the collection agency.We believed this complaint raised by [redacted] 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 [redacted].Sincerely, [redacted]

[redacted]   [redacted]       [redacted]   [redacted]   [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 May [redacted], 2013, and she had subscribed to a KyLinTV basic channel package with a 12 month prepaid contract.  She has been using our service for 1 year and right before the contract ended, she called our service center on 05/**/14 to cancel her account. The reason for cancellation is no time to watch Chinese channels. Our customer care representative [redacted] Ip spoke with her on 05/**/14 and successfully convinced her to stay with us and offered her a free account suspension from 06/**/14 to 10/**/14. She agreed to continue an 1 year contract with deep discounted price of $120 a year ($131.40 with tax)  after her account reactivation on 11/**/14. The annual subscripton fee and tax of $131.40 was charged from her credit card on 09/**/14 after the renewal contract was confirmed by her
 
We have not heard from her in the next 1 and half month until 11/**/14. We understood that [redacted] tried to contact us to again cancel the account in the end of Oct. and the beginning of Nov. Unfortunately, due to the huge volume of incoming phone calls initiated by the  current year end promotions, we were unable to serve [redacted] in time of need. [redacted] had spoken with our customer care representative [redacted] on 11/**/14, [redacted] terminated her service right away as per her request. Her account was officially cancelled on 11/**/14 and $131.40 subscription with tax was refunded to her credit card ending in [redacted] per her instruction. During our telephone conversation, we also reminded [redacted] that she has to return the leased equipment back to us in order to get back the refund of $50.00 box deposit. The box deposit refund will take approximately 7 business days upon receipt the equipment.
 
Again, we apologized for any inconvenience that we have caused to [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 ###-###-#### or [redacted].
 
Sincerely,
 
[redacted]
[redacted]