Kylin TV, Inc.

Dear Revdex.com,
We have communicated with [redacted] immediately after we received this complaint case. We acknowledged to [redacted] that there was misleading from our resellers when [redacted] signed up initially back in Jan, 2014. The reseller didn’t clearly inform [redacted] of...

deposit, shipping fee and wireless adaptor fee.
After communication, We have given [redacted] the choice of the below two to settle the case completely:
1.    Cancel the service: We will do full refund and offer a free return label
2.    Keep the service: We will refund shipping fee $15, Wifi adaptor fee $19.99 and other wrong monthly charges if applicable
[redacted] is busy and is currently revisiting the previous charges on credit card and discussing with family member. In his recent email to us, he said he will get back to us by May [redacted] and inform us his final decision.
Thank you.
KyLinTV
[redacted]

Date: Sept. [redacted], 2015[redacted]   [redacted]   [redacted]...

[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.We have carefully reviewed [redacted] account after receiving this complaint. According to our records, [redacted] ordered Great Wall TV 12 month prepaid package on April [redacted], 20**. And her annual subscription was renewed on 07/**/2014 with an expiration date of 07/**/2015.  In the beginning of July 2015, a few weeks before the annual plan expired again, wesent an email reminder to [redacted] and informed her that her credit card will be automatically charged for 1 more year service unless she contacted us for account status change. We didn’t hear from her after the reminder was sent. However, on 07/**/15 when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be charged. Our customer service representative Ms. Sandy Z[redacted] spoke with [redacted] on 07/**/15. As per [redacted] request, Sandy agreed to accept a check payment instead. Also as a special promotion to loyal customer like [redacted], Sandy offered a deep discounted price for the new annual subscription.We expected to receive the payment check by mail in 2 weeks. We were unable to leave [redacted] account active for too long wit[redacted]t receiving the payment. On 08/**/15, since the check was not received yet, [redacted] service was terminated. The check arrived 3 days later on 08/**/15, we reactivated her account right after. We spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has caused. We s[redacted]ld talk to her before termination of our service to her. [redacted] accepted our apology and decided to keep our service. We had renewed her annual plan starting from 09/**/15 and provided her 1 extra month free. Her new annual subscription will end on 10/**/16. We believed this complaint raised by [redacted] has been completely settled. S[redacted]ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted]. Sincerely,Zhong W[redacted]Administration Specialist

Review: I cancelled membership in Dec. 2014 thru phone call to the company and they still charged me for January 2015 membership. I returned the equipment in full as required in January 2015 and the company said they received the returned equipment in January. But I have not received the refund of deposit. I also contacted the company on 5-*-15 and talked with [redacted] and faxed the phone record, which proved that I did make a call to the company (because he said the company didn't show I called in Dec. 2014). He first said I didn't have deposit then he did research and found that I did put deposit. He said someone from the company will contact me within one week, but today is 5-**-15 and nobody contacted me for anything, I still haven't received my refund of deposit as well. I tried to talk with the customer rep. but it seems nobody knows what to do. It is very dishonest/unreliable service and bad products.Desired Settlement: Please send me deposit back by check as soon as possible.

Business

Response:

Date: June [redacted], 2015 To: [redacted], Mediator[redacted] From: [redacted]KyLinTV[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.We have carefully reviewed [redacted]’s account after receiving this complaint. According to our records, [redacted] has been our loyal customer since Sept. [redacted], 2006, and she had subscribed to a 6 month prepay plan and paid a total of $192.99 on 09/**/06. This payment included $180 subscription fee and $12.99 regular shipping charge. (Please find the statement attached)In year 2006, our company didn’t charge any box deposit yet. We started to charge deposit on 03/**/2009. Therefore [redacted] didn’t pay any equipment deposit to us for the box we provided to her in Sept. 2006 (the 1st box). However, in Dec, 2010, [redacted] called in to order a second box. We charged $50 deposit for the 2nd TV box on 12/**/2010. (Please find the statement attached).[redacted] cancelled 2nd TV box in Jan 2011 – a few weeks after ordering and returned the 2nd box to us. We refunded $50 box deposit on 02/**/2011. The refund confirmation number is [redacted]. Please find our record attached. No other boxdeposit needs to be refunded to her.[redacted] also claimed that she contacted our call center to cancel her account on 12/**/14. We checked and [redacted] called our tech. support dept. on this date. We found and listened to the voice recording, and were aware that [redacted] had tech, problems to connect the TV box to her internet, but she never raised any cancellation request during this conversation. Our record also shows [redacted]’s first cancellation request was made on 01/**/15. Our customer service representative advised her we can cancel her account on 01/**/15 since our billing circle started on the 1st day of the month, and we can’t waive her Jan. Subscription fee. However [redacted]refused to pay $21.39 for Jan. service charge. We sent many notices to her for this outstanding amount but no response. Her account was then sent to collection agency with AR $21.39 and additional $25 collection fee on 05/**/15.We spoke with [redacted] on 06/**/15. As a long term customer, we don’t want to see our relationship ends with an argument. We did our best to solve the issue – [redacted] agreed to pay $5.00, and KyLinTV will waive the balance of AR and collection fee. We havereceived $5 payment from her and therefore we had informed collection agency to clear her records and close the case. 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]

Review: My mother (78 yr old) has been using Pre-paid package from Kylin TV to watch Chinese Channels for several years now, On June ** and July ** 2015, I received emails from Kylin stating "[redacted]". These are the similar emails Kylin sent out to me every year during renewal time. I did not pay much attention as I always use automatic renewal with my credit card number on file. This year, however, I received a phone call from Kylin telling me that my credit card company declined the payment. I gave Kylin my new credit card number as I did changed my credit card earlier this year. I was told at that time that I need to pay about $300 for one-year subscription fee, which is about $100 more than my usual payment. I called Kylin back to ask for the fee difference, and was told the $300 is their regular fee, however they can give me a discount for about $200 per year as a loyal customer as pervious year. At that time, I told Kylin that I want to change my payment option to cheque instead of credit card. The lady who answered the phone was very nice and said no problem with sending in the cheque. Right after the phone call, I mailed out a cheque with required annual subscription fee to Kylin at around July ** (can not remember exactly). I got several phone calls from Kylin stating the fee has not been paid in the beginning of August. I have repeated explained to them that the cheque has been mailed out by the end of July and it was on the way. Not too long after that, Kylin cut off TV program services wit[redacted]t informing me the same. Since my mother is the only one watching Kylin TV for all these years, and she can not standing one day wit[redacted]t Chinese TV program, this made her very mad. To avoid further upset my 78 year old mother, I have to go out and find another source for Chinese TV program right away so she can continue watch TV. On Sept. *, my bank statement showed Kylin cashed the cheque I mailed out by the end of July Again, I did not hear anything from Kylin since they cut off the TV program. I have called Kylin many times now to ask for a refund of the annual fee as the only reason I applied for another source of Chinese TV program for my mother was because Kylin cut off the signal first - Kylin was well informed that the cheque was on the way at that time. I have no idea for how long it usually take to mail a cheque from the west of Canada to east of US. However, that is not something I can control. No positive results came out from the many phone conversation with Kylin in the past weeks. One of the Supervisors told me that I can go and complain so here I am. This is really a bad experience for me. I have never encountered anything similar in the past 20 years in Canada.Desired Settlement: I have paid another company for Chinese TV program so my mother can continue watching Chinese TV, after Kylin cut off their services. Kylin s[redacted]ld pay me back the cheque they cashed after cut off their servies.

Business

Response:

Date: Sept. [redacted], 2015[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.We have carefully reviewed [redacted] account after receiving this complaint. According to our records, [redacted] ordered Great Wall TV 12 month prepaid package on April [redacted], 20**. And her annual subscription was renewed on 07/**/2014 with an expiration date of 07/**/2015. In the beginning of July 2015, a few weeks before the annual plan expired again, wesent an email reminder to [redacted] and informed her that her credit card will be automatically charged for 1 more year service unless she contacted us for account status change. We didn’t hear from her after the reminder was sent. However, on 07/**/15 when our automatic system attempted to collect annual service fee from her credit card, her visa card was failed to be charged. Our customer service representative Ms. Sandy Z[redacted] spoke with [redacted] on 07/**/15. As per [redacted] request, Sandy agreed to accept a check payment instead. Also as a special promotion to loyal customer like [redacted], Sandy offered a deep discounted price for the new annual subscription.We expected to receive the payment check by mail in 2 weeks. We were unable to leave [redacted] account active for too long wit[redacted]t receiving the payment. On 08/**/15, since the check was not received yet, [redacted] service was terminated. The check arrived 3 days later on 08/**/15, we reactivated her account right after. We spoke with [redacted] last Friday night and sincerely apologized to her for any incontinence this has caused. We s[redacted]ld talk to her before termination of our service to her. [redacted] accepted our apology and decided to keep our service. We had renewed her annual plan starting from 09/**/15 and provided her 1 extra month free. Her new annual subscription will end on 10/**/16. We believed this complaint raised by [redacted] has been completely settled. S[redacted]ld you require any additional information, please do not hesitate to contact me at ###-###-#### or [redacted]. Sincerely,Zhong W[redacted]Administration Specialist

Consumer

Response:

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,

Review: I cancelled the service with kylin TV, and received their confirm letter on Aug **, 2014, the cancellation confirmation number is [redacted]. in that letter, the company asked me to send the equipment back to their designated return center and promise to refund my deposit to me in 4-6 weeks.

on AUG **, 2014 I shipped the equipment back to kylinTV through FEDEX, the company received it on AUG **, 2014. Today is Oct *, 2014, six weeks already passed I still didn't received my refund.

I contact the company today to ask the reason, one staff told me their financial department will count the date from SEP **, 2014, then after 4-6 weeks they will return my deposit. this means I can not receive my deposit until Nov, 2014.

I think kylin TV just try to cheat customer and delay customer's deposit in purpose.

for proof that the company broke their return deposit promise, I attached their letter as following:

Dear [redacted] We are sorry that you would like to cancel your KyLinTV service. Your cancellation request has been processed and the cancellation will be effective on 2014-08-**. The confirmation number is [redacted]. We appreciate your business. If there is anything we can do for you to reconsider your decision, please contact us.

Pursuant to KyLinTV Terms of Service, which you received with your Equipment, you are required to return the KyLinTV set-top-box (“Equipment”) back to our designated return center listed below within ten (10) business working days after the cancellation effective date. Otherwise, you will be charged the market price of (US 99.00) /(UK£ 59.00)/(EU Euro 69.00)/(SGD125.00) for each unreturned unit. KyLinTV will refund the deposit to you in 4-6 weeks. If you don't receive refunds on 7-8 weeks, you may call us to inquire the refund status.

Yellow Set-Top-Box Customer needs to return following (Set-Top-Box, Remote, AV Cable, Ethernet Cable)

White Set-Top-Box Customer needs to return following (Set-Top-Box, Power Adaptor, Remote, HDMI Cable,AV Cable,Ethernet Cable)

If you are in the United States, please mail the Equipment to: (This is does NOT provide return proof. Walk-in delivery is not accepted)

KyLinTV Inc. [redacted] (We recommend you to obtain a “Tracking Number” from your carrier for future reference)

Sincerely,

KyLinTV Customer Service [redacted] 2014-08-**Desired Settlement: refund my $ 50 deposit to my credit card immediately.

Business

Response:

[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,

Consumer

Response:

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,

Review: I have canceled KylinTV services at least 2 years ago. Several months after I canceled service, they contacted me to charge my renewal plan. I told them my service had been canceled. KylinTV acknowledged it was an internal error, they would fix it. And I would receive a notice about where to send their equipment. Another few months passed, KylinTV contacted me again, tried to charge my renewal service. I repeated that my service was canceled. They yet again promised that was an internal error and should be fixed. This process repeated at least 4 times. I have not used their service for at least 2 years. After 2 years, I suddenly received a debt collection notice from "Saturn System", stating I owed KylinTV $149.06. KylinTV's bad billing practice had wasted a lot of my time, and put my credit at jeopardy. A quick search online, I found out that mine was not an isolated case. I hope they change their behavior.Desired Settlement: Remove my case from debt collector, and reverse any negative credit impact with rating agencies.

Business

Response:

[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. [redacted] claimed that her account with KyLinTV was cancelled 2 year ago, however our records indicated her service was terminated on 12/**/14 due to an outstanding account balance. Actually [redacted] Called in on 08/**/12 and our senior customer representative, [redacted], successfully convinced her to stay with us at a promotional rate. [redacted] told [redacted] that her TV box has problem and we even sent her a replacement set top box on 08/**/12. We spoke with [redacted] after receiving this complaint. We understand that [redacted] has been our loyal customer for more than 4 years and we don’t want this relationship to end with an argument. Therefore we agreed to waive her account balance of $149.06. A cancellation letter will be emailed to [redacted] in the next a few days to officially close her account. [redacted] 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 approx. 5-7 business days and there will not be any collection records. 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, [redacted]

Consumer

Response:

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,

Review: Father I returned two cable boxes on 4/**/2015, the company failed to refund me the security deposit $99.Desired Settlement: Refund me the security deposit $99 for the returned two cable boxes.

Business

Response:

[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] 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]’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]

Review: In Feb 2014, insider a grocery store in Fremont, CA, one of KylinTV's resellers sold me a VOIP (Internet Phone) service for one with $50 deposit. There was no contract signed. The reseller verbally told me after the one year term, if I wanted to cancel the service, I could simply return the equipment (the modem) to the reseller’s store in Fremont and get my deposit back.

In Feb 2015, after the term of one year, I decided I would not renew the service, sent notice to cancel it. At that moment, KylinTV told me to mail the modem to their New York office instead of to the retail store.

Although it’s different than I had been told, I sent the modem by registered mail, they confirmed received it without issue. The modem was sent back in March.

In May, after two months, I sent an inquiry to them asking when I would receive my refund, they replied since I requested the refund in check rather than to my credit card (which was closed), I should receive it by the end of Jun. It would take them almost 100 days to return the customer’s deposit.

But, until today, the deposit is still not received.

I complain

1. First, they promised to accept the equipment return local when they tried to sell their products; but, they told customers differently when they cancelled their service. It’s cheating;

2. I demand my $50 deposit back immediately, it’s almost two months after last email I got from them on 05/**, they “promised” to refund the deposit by the end of Jun.

Ticket # [redacted]Desired Settlement: Refund my deposit with interest. This company should be asked to shut down. They are so dishonest.

Business

Response:

[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] subsricpted to our services on 03/**/2014. He paid $50 box deposit by credit card. [redacted]cancelled his service on 03/**/15 and we received his leased equipment in the beginning of April 2015. Upon receipt [redacted]s complaint, we promptly worked with our account department and proceeded to credit back $50 of set top box deposit and mailed it to him yesterday by priority mail. The tracking # of the package is [redacted] and theexpected delivery will be 07/**/2015 as per [redacted]. Please see attached photo copy of the check.We have contacted [redacted] to explain our refund procedure, and apologized to him for any inconvenience that we have caused, and 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, Zhong W[redacted]

Consumer

Response:

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.

Review: I have been trying to contact Kyling to cancel my television service for days. I've called all of their available phone numbers including customer service, technical support, and sales just to get in touch with a human being to no avail. The automated message loops stating that all representatives are busy then the line eventually goes to voicemail and hangs up. I've left voicemails and sent emails to the customer service email and I have not heard back from anyone. On the rare chance that someone picks up, likely from technical support or sales, they will "transfer" me to the customer service/cancellation line that again plays the automated message until the voicemail picks up. It's a vicious loop. I paid a security deposit when I first signed a contract with them and I would like to get this back. Otherwise I'd just cancel the payment with my credit card company. This is no way to handle customer service. It's completely unacceptable. I was told by a technical support representative, who refused to give his name, that they are currently understaffed. After pleading with him that no one picks up on the other lines and that I planned to file a complaint with the Revdex.com, I received a return call within a couple minutes, but again was transferred to the automated message. I don't know what to do to cancel my service. I don't want to send the equipment back to the return address listed on their website because I'm afraid that they will be unwilling to return my deposit once they have already received their equipment back.Please help!Desired Settlement: I JUST want to be able to cancel my service and get my deposit back. Please let me speak to someone who doesn't just foist me off onto the automated message that no one ever answers. I'm running around in circles here and nothing is getting resolved.

Business

Response:

[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,

Review: I have renew Kylin TV that will start on 1/**/2014. But after I found I did not have time to watch it. I have called Kylin for cancelation before the new plan start day (10/**/2014). No one has answered my phone but a answer machine asked me left my phone number and other info after a long waiting during the phone call. The answer machine said they would call me back. I did left my phone number and request to that answer machine. I also send a email to Kylin tv to request the cancelation. No response so far. In 11/*/2014 finally my phone calls got one through. The service person of Kylin TV answered my phone and said someone will called me back in 3-5 day to do the cancelation. So far no one has called me. After I tried another few times to call kylin TV, The answer machine asked my left my phone and information again. I left my information multiple times but no one have contact me.Desired Settlement: Kylin TV have charged me about $130 for the new one year plan. I request Kylin to cancel my plan and return my money back.Thanks.

Business

Response:

[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,

Review: Kylin TV, Inc. charged my credit card for over $738 without my written authorization or even a notice that my credit card would be charged.Desired Settlement: Refund my credit card with the full amount, $738, that was charged without my authorization.

Business

Response:

Date: Dec. [redacted], 2014 To: [redacted] From: [redacted] KyLinTV[redacted] Re: Case ID# [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 Dec. [redacted], 2006, and he had subscribed to a KyLinTV basic channel annual package with 3 free month promotion. His annual plan started on 01/**/07 and ended on 04/**/08. After this annual subscription ended, [redacted] decided to change to Great Wall monthly package with a charge of $29.99 per month plus tax. We didn’t really hear much from [redacted] until July 2012. On July [redacted] 2012, [redacted] called our customer care center and requested cancellation of his KyLinTV account. Our [redacted] spoke with him and offered a deep discounted price, $120 a year plus 7% tax (a total of $128.40) for [redacted] to stay with us. This discounted plan is designed for the customers who have at least 3 year relationship with us. [redacted] accepted this offer and the annual plan started from August [redacted] 2012 to July [redacted] 2013. Before this annual plan ended, on 06/**/13 our administration team sent [redacted] 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 amount. We didn’t hear from [redacted], therefore we charged full price of $353.09 ($329.99 annual subscription fee plus $23.10 tax) on 07/**/13 from his credit card and renewed his plan for one more year. The annual subscription is from August [redacted] 2013 to July [redacted] 2014. On July [redacted] 2014, exactly one month before the annual subscription expired again, we sent another notification (Attached) to inform [redacted] and requested him to contact us before July [redacted] 2014 for any plan change. Otherwise we will automatically renew his channel package again and charge him the full amount. No feedback from [redacted]. Therefore we charged full price of $385.07 ($359.88 annual subscription fee plus $25.19 tax) on 07/**/14. The annual subscription is from August [redacted] 2014 to July [redacted] 2015. After receiving this complaint, we have contacted and spoken with [redacted] and [redacted] a few times. We were told [redacted] and [redacted] had never received our plan expiration notices sent via email on 06/**/13 and 07/**/14, and were not aware of the annual subscription charges to their credit card. After discussion, we eventually reached an agreement to charge a discounted rate of $128.40 ($120 annual subscription fee and $8.40 tax) for year from August [redacted] 2013 to July [redacted] 2014 (Instead of $353.09). And charge $10.70 ($10 monthly subscription fee + $0.70 Tax) on monthly basis for August, September, October and November 2014 with a total of $42.80. [redacted]’s account will be cancelled on 11/**/14. Based on above, we have made refunds of $566.96 on 12/**/14 in two separate transactions. Here are the refund details: $385.07 (ORDER NUMBER: [redacted])$181.89 (ORDER NUMBER: [redacted]) Please find the transaction receipts attached. Our customer care center will email cancellation letter to [redacted] in the next day or 2 with instructions how to return the leased equipment. 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]

Review: Unable to cancel the service. KylinTv keeps charge my credit card for the service we do not use.

We uses KylinTv service when my parents were living in our house with us. They went back to China last October. I then called KylinTv to cancel the service in December, 2013. KylinTv stopped charge my credit card and I thought everything was all set. In September 2014, my husband noticed that KylinTv charged my credit card when he review the credit card bill. I started to know that KylinTv started to charge my credit card since August, total 3 times. I called KylinTv and told them that I already cancelled the service and told them to stop charging my credit card. This time then told me that customer service person can't cancel my service and the cancellation department person would call me, after I talk with the cancellation department person, the service would be cancelled. So I waited for the call. No body called me. I called KylinTv service department several times, twice each week, every time I got the same answer, but no body called me. It has been 3-4 weeks now and KyLinTv charged my credit card again.

This kind of business practice is not acceptable. The customer shall be able to cancel the service. KylinTv shall not charge the people's credit card without their consent, shall not charge the people for the service they refuse to use. I searched complaints against KylinTv, found there are lots of customers had bad experience with this company. For future potential customers, please be aware, this company is hard to get rid of after you use its service. Think twice before you sign on its service.Desired Settlement: I already talked with my credit card company, told them not to accept the charge from KylinTv.

I want KylinTv to send me cancellation confirmation in letter / email, stop charge my credit card, and void all the charges they put on my credit card in and after July.

Business

Response:

[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 loyal customer since September 2010 and she used our service for more than 3 years with no problem. However we received a call from her on 01/**/14 to cancel her account at the end of January 2014. The reason for cancellation is that her mother, the person in the family who watched Chinese TV had returned to China. Our senior customer care representative, [redacted] had spoken with [redacted] again in the beginning of January. Based on [redacted] was convinced to stay with us with a 5 month free account suspension from Feb. [redacted] to June [redacted] 2014. The account would be automatically reactivated on 07/**/14 unless we receive further instructions from [redacted] then sent an account suspension notice to [redacted] via email after their telephone conversation. We didn’t hear from [redacted] in the following 4 months. On June [redacted], about 2 weeks before the account reactivation, we sent out an account reactivation Email reminder to [redacted] (See attachment). Again, there was no response from [redacted] so the account was reactivated on 07/**/14. And our automatic system started to charge [redacted] monthly fee of $34.99.

On 09/**/14 however, [redacted] called us and stated her account was cancelled in the end of January 2014 but we still charged her monthly service fees for July, August and September. Our customer care representative tried to explain to her that her account was not cancelled. It was suspended and reactivated on 07/**/14. [redacted] 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 use. The customer care representative then sent requests to [redacted] and our saving cancellation specialist [redacted] to follow up with [redacted] and clear all the issues. [redacted] and [redacted] tried to call [redacted] back a few times in the end of September and beginning of October, but were unable to speak with [redacted]. At the same time, our system charged [redacted] service fee for October 2014.

[redacted] finally reached [redacted] and her account was cancelled on 10/**/14. Cancellation letter was sent to [redacted] via Email. Since [redacted] called us on 09/**/14, [redacted] agreed to waive Oct. service fee of $34.99. A refund check with this amount was mailed out a few days ago.

In regards to July, August and September 2014 service fees ($34.99/month), we checked [redacted]’s account and didn’t find any viewing records in these 3 months. After several telephone conversations with [redacted] and her husband, we both understood that the issue was originated in a misunderstanding. Therefore we agreed to waive August and September fees and only charge $34.99 for July 2014.

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,

Review: KylinTV advertises its ip-phone products as if they can be directly connected to the network modem and simply work.

That's why I purchased a one-year contract with them. That promise turned out to be a lie.

In my case, the phone does not work, despite the fact that I have met every technical requirement listed on their website, such as high-speed internet.

What they hide from customers when luring us into singing is that sometimes you need to buy an additional equipment (a network router that meets certain requirements).

That is the primary complaint.

A secondary issue is that I had not been able to make phone calls to certain phone numbers until three days ago. Their engineers obviously were surprised by their defective technology.

After numerous communications with their engineers, the issue was solved. But first, I am a paying customer, not their experiment tool.

Second, how could you advertise yourself as a technologically-ready service provider when you cannot connect a most basic phone call?

To summarize, they fraudulently advertise their product as 1) not needing special, extra equioment, and 2) being able to connect with any regular phone number.

The settlement offered by them to me is to extend my contract by one month.

This is punishment, not compensation.Desired Settlement: Because of their defective product and service, and misleading description of the equipment requirement, I have paid or will have to pay $40 extra.

I think they are responsible for covering this cost.

Business

Response:

Dear Sir or Madam,

We've got the complaint and immediately responded to the customer in the next following days. After completely investigating the story and re-discussing with customer, we finally decided to issue customer US$20 KyLinVoice service credit and also extend customer's KyLinVoice plan for 45 days for free. Customer was happy with the solution. (Attached is a screenshot to show the $20 credit that has take effect)

If any further information is needed, please don't hesitate to let me know.

Thank you very much.

Consumer

Response:

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,

Review: Summary: Resolve dispute regarding returned TV Box and Phone Box and the deposit charges.

Timeline:

** April 2014: We signed up with KyLin TV Inc. in [redacted], for phone service because the company advertises that they include free and unlimited international calling. While we were there, the salesman, [redacted], told us that with our phone service, the company was offering a free TV service. We just needed to give her an additional $50 for the TV box. We gave her a total of $259.29: $50 deposit for the TV Box, $50 for the Phone Box, and the remaining amount for the first year phone service.

** May 2014: One week later, we decided that we did not need the TV box, and returned it to the branch at [redacted]. The salesman said that the company would reimburse the $50 deposit for the TV box from the [redacted] company. We were not given a receipt for the return.

August 2014: We noticed that our phone line was not working. We called KyLin TV to ask them why our phone was not working. They said that we were calling internationally and they did not allow it and so they cut our phone line. We asked them to refund our money for the remaining nine months since they were not honoring our contract, which had advertised international phone service. We mailed the Phone box to KyLin on November **, 2014, per instructions from the KyLin TV in [redacted].

Meanwhile, we began noticing monthly charges of around $17 to our credit card from KyLin TV. When we called the company, they said that they had not received the TV box and were charging us for the TV service (which we had been told would be free). We explained that we had returned the TV box to the local branch and not only that, we had been told that this service was free so the monthly service charge did not make sense anyways.

We continually tried to call the branch in [redacted], to resolve the issue of the TV box, but they would not return our calls. We decided to settle this dispute with our credit card company as our intermediary. The credit card company cancelled the charges and refunded us the amount.

** February 2015: We received a bill from KyLin TV for an unreturned equipment charge for the TV Box. We explained to them that we had returned the TV Box to the local [redacted], office, but they insisted that we pay the amount for the TV Box, as well as two months' of subscription charges. Because we wanted to put this matter to rest, we paid the amount requested. They said that we would receive our deposit of $50 back, but still have yet to receive this deposit or the $50 deposit for the Telephone Box.Desired Settlement: Despite our feeling ill used in this transaction, we are willing to settle everything provided they reimburse us the $100 of deposits for the TV Box and Phone Box.

Business

Response:

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. 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

Consumer

Response:

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:

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,

Business

Response:

April **, 2015

To: [redacted]

From: [redacted]

KyLinTV

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,

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.

Review: We have been using [redacted] for our oversea long distance call and TV for about 10 year, and the monthly charge has been $24.99/mon with no equipment rental/deposit fees. [redacted] from KylinTV approached us and promote their product/service and guarantee to save us money with a two year contract for $14.99/month. What he did NOT reveal to us was that there are hundreds of dollars of equipment rental/deposit and tens of dollars of shipping charges... To switch move our telephone number from [redacted] to KylinTV, we had to give our credit card to KylinTV. So, after we switched, we received credit card charges for over $200 equipment rental/deposit and ~$70 dollars of shipping fee. Not only that, KylinTV charged us for the USB wireless adopter supposed to be provided to us free of charged according to the phone conversation with [redacted].

KylinTV has the worst customer service department. When I called for billing and technical support, there was never anyone to answer my call. I always had to leave message with call back numbers and they NEVER called me back within 24 hours. When I questioned about the unauthorized charges, they always said there was no record showing what their colleague had promised (saving over [redacted] and free equipments).

This is one of the most disgusting business practice I have seeDesired Settlement: They should stop making false claims and disguise hidden costs in their promotion. Get more representatives to answer customer phone calls. Refund unauthorized charges.

Business

Response:

Dear Revdex.com,

We have communicated with [redacted] immediately after we received this complaint case. We acknowledged to [redacted] that there was misleading from our resellers when [redacted] signed up initially back in Jan, 2014. The reseller didn’t clearly inform [redacted] of deposit, shipping fee and wireless adaptor fee.

After communication, We have given [redacted] the choice of the below two to settle the case completely:

1. Cancel the service: We will do full refund and offer a free return label

2. Keep the service: We will refund shipping fee $15, Wifi adaptor fee $19.99 and other wrong monthly charges if applicable

[redacted] is busy and is currently revisiting the previous charges on credit card and discussing with family member. In his recent email to us, he said he will get back to us by May [redacted] and inform us his final decision.

Thank you.

KyLinTV

Consumer

Response:

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,

Business

Response:

Dear Revdex.com/Customer.

On May [redacted]. Customer has made final decision of cancellation. We are glad to accept the customer's decision and we are glad to do full refund to the customer. Details 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 1 month service fee.

-We’ll refund him 64.99 + 21.24 + 213.05 + 2.03 = $301.31

He will port out the phone number in 1 month from May [redacted], 2014.

Thank you.

[redacted]

Review: KyLinTV, Inc provides VOIP phone service. It claims its best quality and customer service. But in reality, their quality of phone service is the worst I have so far. When I was in try-period (30 days), their phone service was okay (the quality I can live with). After the try-period their service is getting worse and worse. Often time it either too noisy or could not dial through. We have to call their customer service many times to complain about their quality issues. Right after the complaint the service seems improved. But after a while (several weeks) their phone quality is back to previous noisy and no-through state again. Then we have to call them again to raise up the issue. This kind situation lasted for more than one year. It seems like they have different bandwidth phone line and they switch you to better bandwidth line during try-period and compliant time. Then they would switch you to bad bandwidth phone line after a while because they probably have too many customers and they don't have enough better bandwidth lines to meet so many customers.Desired Settlement: First they should improve their products as to improve the quality of their phone service. Secondly they should truthfully advertise their products and the quality of their products. Thirdly they should make an adjustment to the charges they put to their customers who got impacted with their bad quality of the phone service.

Business

Response:

[redacted] Dear [redacted] Thank you for forwarding [redacted] complaint to us. [redacted] takes our customer’s complaints very seriously as we pride ourselves in being a customer friendly organization.According to our records, [redacted] ordered [redacted] Unlimited package at $19.99 per month on August **, 2014 with a 24 month Contract. 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 hisexisting phone service to us. The contract should expire on August **, 2016. With the application of $4.00 off ($19.99- $4.00= $15.99), sales tax ($0.96) and regulatory/compliance fee ($2.35), his total monthly fee will be $19.30. [redacted] understood our terms of service policy and authorized us to charge his designated credit card ending [redacted] before we sent out our VoIP set top box to him on 08/**/2014.We didn’t really hear from [redacted] until Dec. 2014. Starting from the week of Dec. [redacted] 2014, we had received several phone calls from [redacted]in the following months complaining our phone service doesn’t work or doesn’t work well. Our tech. support personnel did test with him for multiple times but the problem didn’t seem to be solved. It’s an uncommon case and was under investigation. Our tech supportmanager Ken Zh[redacted] 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 [redacted]. We will certainly use this case to train our call center representatives in handling the situation with more professional behavior. On 08/0*/15, we have cancelled [redacted]’s service as per his request. A $144 early termination fee was automatically applied to his account.We have carefully reviewed [redacted]’s account after receiving this complaint. We should not charge [redacted] early termination fee under this circumstance. Since [redacted] has disputed this payment from his credit card, we have informed our bank and let [redacted] to charge this amount back.We have received VoIP set top box returned from [redacted] on 09/**/15. A 50 dollar equipment deposit refund check was mailed out to him on 10/**/15. Please find the attached copy of the check. We called [redacted] and apologized for all the inconveniences caused to him. Up 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[redacted]@kylintv.com.Sincerely,Zhong W[redacted]Administration Specialist

Consumer

Response:

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,

Review: WILL NEVER EVER USE KYLIN TV AGAIN!!!!

They have the EVERGREEN condition that if you don't respond their email on time, they will renew your contract for another year automatically!

I prepaid one-year service. I called them in August 2014 to cancel the service. They said that they can’t refund me or cancel it. And they suggested me to keep the contract as it will end in November 2014. So I said OK. Then this January 2015, I received a letter saying that I am still owing them money. I called them and it turns out that they automatically renewed my contract as I didn’t call them in November to cancel the renewal!!!I didn't even know there will be an automatic renewal coming up.

1. I already called them in Aug and asked them to cancel the contract. They said that this contract will end itself in November. How can they renew a contract with my without my written or even verbal approval??? This is evil. It would be more reasonable that they talk to me and ask if I want to renew or not. If I didn't get their phone, they just don't renew it but call again. Renewing it without my verbal or written approval in November is making customer unhappy. You get charged for things that you have already canceled is not a happy experience.

2. They even accused me saying that it is all because I didn’t call them again in November!!!!How can they do these sy things?! I have already showed my intention to cancel the service back in Aug 2014. I told them that I have bought an internet service box to watch TV and that I don't need to use their service anymore. The customer service guy knew that I want to have it canceled and that I won't be using the service for the rest three months! This customer guy understands that it is not my intention to renew the contract. But Kylin still renew it without my permission. I never have this sort of unhappy experience with well-established company such as [redacted] or [redacted]. They treat their customers really well. And none of them have this evil automatic renewal terms.

3. I have a been a really GOOD customer for two years and always prepaid 12 months fee in advance. No delays ever! For such a loyal customer, they don’t even try to make her happy or do more to value their customer. They just leave such a bad experience to me. I am totally DISOPPOINT with KYLIN!!!

I would not recommend any person use their service! None of my friends or family members are or will use their service! Watch out their evil EVERGREEN terms!!!

KEEP AWAY FROM KYLIN TV!!! NEVER USE IT AGAIN!!!Desired Settlement: Waive my outstanding bill of $25.75 on Customer ID [redacted] as it was not my intention to renew the contract.

Business

Response:

[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 Nov. [redacted] 2011.She had subscribed to a KyLinTV Pack 12 Month Prepaid Old V2 package, and agreed on our Terms of Service policy and paid the annual service fee plus equipment deposit when submitting the order before we sent out the equipment. According to our KyLinTV Terms of Service, customers may change their subscriptions or cancel the services at the end of annual subscriptions. If they do not choose either of the actions as instructed, Prepaid Subscription of Base Channel Package will automatically renew on annual basis at the completion of the pre-paid Annual Subscription period as calculated from that period’s billing start date at the then prevailing subscription fee for the same package. The subscription fee will be charged automatically. [redacted]’s annual plan expired on Nov. [redacted] 2012. She had called us on 10/**/12 and asked about the renewal of the annual service. Our customer service representitve [redacted] had explained to her in details about our auto renewal policy. She agreed and her service was automatically renewed on 11/**/2012 and 11/**/2013 without any issue. Therefore, [redacted] should have understood our terms of auto renewal service very clearly. [redacted] called us again on 08/**/14 to cancel the service. Our senior customer service represatitive [redacted] called her back on 08/**/14 and spoke with one of [redacted]’s family members – [redacted] successfully convinced [redacted] to keep the service and in this 2 minute telephone conversation, [redacted] emphasized 3 times that if [redacted] still wants to cancel the service after the annual plan expires on 11/**/14, he or she needs to call us back and let us know. Otherwise, the service will be automatically renewed for 1 more year. However we didn’t hear from [redacted] afterwards. Our system had sent a notice on 11/**/14 and reminded [redacted] her annual plan will expire and if she wanted to change plan or cancel service, she needs to call us before 11/**/14. (See attached notice). Again no response. The service was then renewed again on 11/**/14. Our system tried to charge annual service fee plus tax, a total of $308.99 and failed. After 9 failed attempts of charging, [redacted]’s account was locked on 12/**/14 and our service to [redacted] was terminated. We credited back the annual subscription fee ($308.99), instead we charged [redacted] $22.99 for the service provided from 11/**/14 to 12/**/14 (The date last annual subscription ends to the date the service was terminated) We spoke with [redacted] after receiving this complaint. We understand that [redacted] has been our loyal customer for 3 years and we don’t want this relationship to end with an argument. Therefore we agreed to waive the account balance of $22.99. A cancellation letter will be emailed to [redacted] in the next a few days to officially close her account. [redacted] needs to return leased equipment to our Canada receiving center at her own cost. Once the box is received, we will refund 50 dollar deposit. 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, [redacted]

Review: I am a subscriber of the Kylin TV Inc. Their service is very poor and most of the time we can not even watch the TV. They even did not give the phone number to contact. When we contact the agent , they always say that their system is upgrading. This upgrading never ends. But every month they are taking the money as usual. Now I am trying to get rid off the service, nobody wants to take back the box nor want to pay back my deposit.

Business

Response:

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 complaint for the loss of signal and saying that he would like to to cancel his service. We have contacted him on 7/*/2014 and canceled his subscription on the same day. Once we receive all equipment from [redacted], we will refund all deposit back to him. TV-Desi contact information is on [redacted] header, in addition with our Live Chat feature which is provided for new and existing customers. Our Call Centers are open 7 Days a week AM 10:00 - PM 7:00.

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,

Consumer

Response:

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,

Review: After one yr I canceled service. Business claims that I signed up for a two yr contract and charged $214 penalty fee on my credit card without authorization . Our verbal agreement was for 1 yr. No written contract was ever given to me. I am paying my credit card bill to avoid late charges. The representative from company was uncooperative in resolution. Representative conveniently doesn't understand or speak English.Desired Settlement: Refund the unauthorized charge

Business

Response:

Date: Sept. [redacted], 2015 To: [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

Consumer

Response:

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,