Kylin TV, Inc.

Review: I subscribed Kylin TV for 5 years and we decided to cancel the service since the program is not as good as the newer ones out there.

I called to cancel the service and I was told to mailed the cable box back and call again to get 50 dollars refund or I will be charged $189 for the equipment. I spent $12 mailed it back with a signature requirement. few days later, I received confirmation as the package was received and signed by Kylin. I tried everything to get my deposit back by calling and emailing, but no one answers calls or respond to emails since then, it's been over 2 month. I have not received anything.Desired Settlement: I would like Kylin to call me or email me and to refund my $50 equipment deposit by sending me a check.

Business

Response:

Date: Dec. [redacted], 2014

To: [redacted]

From: [redacted]

KyLinTV

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,

Review: Hello Kylin TV,

Recently, I have received Final AR Warning Notice for my customer ID: [redacted] with outstanding balance of 24.14 USD. When I went back to check back the statement, actually I owed two months (July **, 2015 and August **, 2015) bill total of 48.28 USD.

The story went back to 3 or 4 months ago. I tried to cancel the service. However, I could not contact you by phone as no one answered. Then, I checked the kylintv website, and it stated that I could cancel anytime by phone or by using a Kylintv care ([redacted]). I used kylintv care and sent you an email stated that "[redacted]." KylinTV did not reply me at all and charged me another monthly bill. I said okay, maybe they missed my email. I cancelled my [redacted] cycling payment against KylinTV and sent them another email saying "I WANT TO cancel my service." STILL, NO ONE REPLIED ME. After I received the AR warning notice, I used KylinTV care to send them another email that I actually cancelled the service long time ago. A service specialist quickly called me back and told me they did not have cancellation record with them. There was actually a service specialist replying my email? Then, why did you ignore my couple of emails few months ago while I was trying to cancel the service?Desired Settlement: I did not ask you to refund my bill on June **, 2015 after I already cancelled the service. However, please waive the two months bill (July **, 2015 and August **, 2015) after I cancelled the [redacted] cycling payment. Do not do any further action such as reporting the amount I did not owe and giving to collection agency

Business

Response:

Date: Oct. *, 2015[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] 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

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: Shortly prior to the expiration of my 2-year contract, I have advised Kylin TV that I will not be renewing the service and was told to return the set top boxes (2 units). I received a voice message on 07/**/2014 that the returned equipment have been received and would need confirmation on the method of refund. Unfortunately the customer service number was never answered by a live agent and messages left never returned, similarly emails are not responded to despite automated response that claim a reply can be expected 24-48 hours.Desired Settlement: Return the deposits in full.

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] 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,

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: In January, the company's sales person called me again and again, offering me Kyllin TV product. I finally accepted 2 week free try use offer. He wanted my credit card info for deposit money of sending device. I received the TV device on 1/**/2014, starting the try use, then I requested the cancellation on 1/**/2014. My real try use period is within 2 weeks. I returned devices on my own cost.

But the company made up following story to against me without any evidence.

According to our record, [redacted] has contacted us on 2/**/14 and requested to cancel the account with the reason of dislike our program. Since [redacted] has order our 24 Month channel plan which mean he had a 24 month contract with KyLinTV. According to the terms of service, [redacted] has to pay the cancellation fee for twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment (maximum US$288). Therefore, [redacted] should be responsible for the early cancellation fee of $264.00 ($12 x 22 months remaining in her term commitment) plus the $28 promotion credit for the total $292 early termination fee.

I didn't request for, never agree with, even never knew any agreement with Kylin TV. The company's record of the agreement is totally a made up by the sales person and the company without our acknowledgement and consent. I sent the email records to support what I said are true. But the company just listen to that lying person and continue to go with the collection process for the early cancellation fee.Desired Settlement: The company didn't lose anything. I want the company to show any of the evidences to support what the above makeup store says. Not use the makeup agreement. I didn't have order agreement with the company. Otherwise, It should stop hurting customer like that, stop collection process,stop doing business in USA like that by using cheating and makeup of customer agreements.

Business

Response:

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.

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the final resolution is OK to me and the matter has been resolved.

Sincerely,

However, the business policy is very harmful to customers. Without any investigation on customer side, the Kylin TV company selects CORRECTION to harm customers.

Review: I tried the Kylin TV in July [redacted], 2014 and canceled the service on the same month, July 2014. I have never used the Kylin TV after July 2014. However, I was charged every month until October 2015. And, I was charged every month since August 2014 until October 2015 and was never noticed by KylinTV in any form.

I called Kylin TV to refund all the charges collected from August 2014 to October 2015, but was refused. I further called the Credit card company and were refunded only three months' charge.Desired Settlement: I am asking for the total refund of charges from August 2014 to October 2015.

Business

Response:

[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 customer since July [redacted], 2014, and he had subscribed to a VOD Select Pack (For other device) from our official website www.kylintv.com with subscription charge of $9.99 per month. This is a no-contract package that allows the customers to cancel anytime by calling our service hotline. Please find the attached screenshot which demonstrates our online ordering process. When [redacted] ordered this service on our website, our system required him to agree on our terms of service. [redacted] needed to check the box to confirm he had read and agreed on our terms of service, otherwise he just couldn’t submit the order. Since the order went through, [redacted] must have read, understood and accepted our service terms. Here below are some highlights from the terms of service related to [redacted]’s case: - The customer agree to provide KyLinTV, at initial sign-up, with a valid major credit card or an authorized bank account acceptable to KyLinTV as the designated form of payment to pay for his/her subscribed Service, and will maintain the validity of payment information while his/her subscription is active unless we otherwise agree upon - The customer’s monthly statement of KyLinTV Services will be available online through his/her KyLinTV account. If there is any disputed item in the statement, he/she shall notify KyLinTV of such disputed item within thirty (30) days of notice, or such greater amount of time as permitted by law. Failure to timely notify us of a dispute shall constitute his/her acceptance of the corresponding bill. - The customer may change his/her subscription in accordance with Section 8 of this Agreement or cancel the Services in accordance with Section 9. If he/she does not choose either of the actions as instructed in each section, the Monthly Subscription will automatically be renewed each month at the then prevailing subscription fee for the same package. - The customer may cancel a Monthly Subscription for any reason at any time by notifying us at ###-###-####. He/she must pay all outstanding balances accrued, including without limitation, any applicable fees. Charges for the Services, once charged to his/her account, are non-refundable, and no refund or credit will be provided in connection with the cancellation of the Service. The cancellation will take effect on the 1st day of his/her next billing cycle. I have attached a completed copy of the terms of service in both English and Chinese. We didn’t really hear from [redacted] until Nov. 2015. On 11/**/2015, our customer care center representative Sandy Z[redacted] received a call from [redacted]. During the conversation, Mr. Yuxing Cheng claimed that he had never used our service and he cancelled this service online a few months after ordering. Sandy explained to [redacted] that we didn’t receive his cancellation request in any format and as a matter of fact, we don’t accept online cancellation request at all (as per our terms of service listed above). Eventually, [redacted] was convinced to settle the case by 1 month subscription charge refund. Sandy cancelled [redacted]’s account right away and 1 month service charge of $9.99 was refunded to [redacted]’s credit card ending [redacted] on the same day. (Refund payment ID [redacted]) We thought the argument was peacefully resolved. However surprisingly enough, we received a bank notice on 11/**/15 that [redacted] contacted his credit card company and charged back 3 month subscription fee $29.97 ($9.99/month x 3 months) We have contacted [redacted] last week, and we really don’t want to see our relationship with a customer ends with an argument. For customer service reason, other than the 4 month fee [redacted] had taken back, we agree to refund additional 3 month subscription charge of $29.97 ($9.99 x 3 months). We have proposed this to [redacted] over the phone and are waiting for his feedback. Please urge [redacted] to call or email us. Hopefully we can close this case shortly and peacefully. Should you require any additional information, please do not hesitate to contact me at [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 canceled the subscription to merchant - Kylin TV, which failed to provide the service constantly, and latest occasion is continuously interruption for more than a week from 6/*/2015, but they will not return the proportional monthly service charge for the month.

the charge was posted on 6/**/2015 for the month, and the cancellation of the subscription is on 6/**.Desired Settlement: refund the month charge when stop the subscription

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.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]

Review: We had an account with JumpTV, that we canceled in January of last year (2013). In the meantime JumpTV was acquired by KyLin TV. During that time we have continued to be charged. I've attempted to contact Jump TV by email and later KyLin Tv, but have not had any response.

Their initial response to our cancelation request:

JumpTV Billing ([redacted])Agregar a contactos 03/**/2013

Dear Customer,

We’ve received your request to be unsubscribed from TV Chile.

We will process your request within 1-3 business days.

We value each and every member of our community, and are always striving to improve our service for our valued subscribers and guests.

Please feel free to contact us should you have any questions, by visiting our Customer Support section or emailing us to [redacted].

We still continued to be charged every month since then. I have then tried multiple times to contact them at the jumptv.com address and [redacted]

(from our [redacted] address), but I have yet to see a response.Desired Settlement: Our credit card should stop being charged and they should refund us all the charges from January 2013 to the present.

Business

Response:

Thank you for forwarding [redacted] business dispute to our attention. We take our customer’s disputes very seriously as we pride ourselves in being a customer friendly organization.

We have had the pleasure of talking with [redacted] regarding her claim.

The issue at hand was that she had stated that she requested cancellation of our service. We explained to her that we didn't have any record of her cancellation request in January 2013.

However, on the [redacted] of October 2013, we received a request from [redacted] through another department. We sent [redacted] an email that detailed the process of how to cancel her account. According to our Terms of Service, we are only able to process cancellations via telephone. We could not contact her directly because we didn't have a registered phone number to contact her with. After this email was sent out, we didn't receive any further answers or phone calls. Regardless, after speaking with her and clearing up the miscommunication and misunderstanding, we have decided to cancel her account and agreed to send her a cheque with a refund of all the charges from January 2013 to present.

Review: On November **, 2014, I was respond a promotion and ordered service and equipment from Kylin TV company.

About two weeks later, I received the equipment and found out they are cheating customer by sending me an used equipment. I contacted their customer service department and pointed out the mistake and cancelled the service.

Their customer service department said they would work out with their shipping department to take the equipment back. I waited for several days for them to take back their equipment but did not get answer. On January *, I contacted their customer service again with email for their return label so I can return their product.

They did not provide return label but request me to pay the shipping fee to ship back the product and keep harassing me.Desired Settlement: Provide me the return label or pay the shipping fee so I can ship back their equipment.

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. [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]

Review: This is how Kylin TV operates their business – discount promotion, fishing customers with sales calls, dump customer with poor quality products and no service, and then bill them for cancellation fee.

I subscribed KylinTV 24-month TV package in May 2013 because their sales rep called millions times. First of all, the TV quality was terrible. It could stop seconds or even minutes anywhere during the play. Sometimes the voice can’t even match with video.

In Sept 2013, their service totally went down for a week for “system upgrade”. I called their customer service line, tech support line millions of times and got NOBODY to answer my call. After tried for a week, I finally got hold of someone. I told KylinTV I had enough of their terrible TV quality and zero customer service. I wanted to cancel the subscription. I was told that the upgrade should be done soon and it would take care of all the TV quality issue. I agreed to give it another chance. But after the upgrade, NOTHING changed. I felt I was totally cheated. The company will only answer your call if you select the option to open account. They have NO quality product, NO tech support and NO customer service AT ALL.

I called them again in Nov 2013 to cancel the service but I couldn't get hold of anyone again. At that moment, they left me with no other choice but to stop payment. All the equipments were returned to KylinTV in Dec 2013.

In Sept 2014, I received a collection letter for total $479.63. I checked my Kylin account, my total unpaid balance is $155.07. I don’t know why are they surcharging me $324.56 for. I called KylinTV to discuss the bill. But again, they have nobody to answer billing questions. I selected the “new customer” option, talked with their rep and was transferred to nowhere.Desired Settlement: I can pay off the balance amount $155.07 on my account but I will not pay for the cancellation fee or any other surcharges. Kylin TV should stop doing business in US or Canada until they improve their product quality and provide basic customer service.

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 he would like us to waive the early termination fee, we have reviewed his account. [redacted] has became our customer since May 2013, and he had subscribed a KyLinTV + Taiwan TV 24 Month Contract plan from KyLinTV sales represantitive. We found his very heavy uses of our service before middle Oct. 2013. However in late Oct 2013, A system issue occurred and unfortunately service to [redacted] was affected on a large scale. Problem was solved in very beginning of Nov. 2013. Our tech. support personnel did speak with [redacted] on 11/**/2013 and offered him free month service in order to save him from cancellation of the subscription. However [redacted] rejected this offer and his account was then cancelled on 12/**/13.

We consider [redacted]’s reason for early termination of our service is understandable and reasonable. Therefore we decided to waive his early termination charge of $258.00 for breaching the 24M contract. Our senior customer care represatitve [redacted] had spoken with [redacted] to discuss this issue. [redacted] had agreed to pay off all the account balance for the usage of the service before the system problem occurs. As a result, we have written off the early termination fee from his account and also clear him from the collection agency. We have received leased equipment returned from [redacted], and we have refunded $50 box deposit to his credit card.

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: Hi,

We have started the service with Kylin in August, 2013 because of their telephone/fax service advertisement of low monthly fee and free trial. However, as soon as we found out their service cannot support fax machine in the first month, we contacted them and asked them to terminate the service or fix the problem, however, they told us that they would try, but never did. They also had told us that they could tell that we never used the service because they cannot support fax machine. Since the billing is by auto payment via credit card, we cannot stop the payment unless Kylin contact the credit company. We had been billed continuously if we cannot use the service at all.

Finally, they agreed to terminate the service, but charged us a termination fee which we should not be responsible if they had terminate the service earlier.Desired Settlement: Please ask the company to refund total of $443.12 to us.

--$191.94 of termination fee, total monthly fee of $169.83 ($9.99*17months), $50 deposit, $31.35 activation fee.

Business

Response:

[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. According to our records, [redacted] has been our customer since July [redacted], 2013, and she had subscribed to a KyLinVoice Plus ** month contract plan with a promotion of first 6 months free of subscription charge. [redacted] paid a total of $81.35 on 07/**/13 including $50 equipment deposit, 15 dollar shipping and $16.35 reactivation fee and tax. [redacted] understands our terms of service policy before we sent out our box on 07/**/13. We have carefully reviewed [redacted]’s account, and run the following timelines of the major events during [redacted]’s stay with us: 07/**/13 – Order received, charged and shipped. Telephone number assigned. 14 day free trial started 08/**/13 – Box was delivered to [redacted] by UPS. The tracking no is [redacted] 08/**/13 – Free trail ended. Since KyLinVoice didn’t hear from [redacted] for cancellation in 2 weeks after the equipment was shipped out, 2 year contract went into effect. Due to the promotion, [redacted] will receive first 6 months free of subscription charge. 02/**/14 - Free months ended. Started to charge monthly subscription fee and tax $10.89 from [redacted]’s credit card. Successfully charged for monthly service from 02/**/2014 to **/**/2014 **/**/14 – Payment for service from **/**/14 to 04/**/14 was failed. First failed payment date **/**/14 – After 9 failed attempts of charging, our automatic system locked [redacted]’s account. Voice service inactivated. 04/**/14 – Talked with our Customer Service Dept and Tech. Support Dept. (This is the only time [redacted] spoke with Tech Support). KyLinVoice Tech. Support Representitive told [redacted] our fax feature is not guaranteed. 04/**/14 – KyLinVoice provided 1 month free service. [redacted] decided to stay with us and continue the suscription. She updated credit card and allowed us to charge. Successfully charged and account reactivated. 09/**/14 – [redacted] called back to cancel service. Account cancelled. Advised [redacted] early termination fee would apply. 10/**/14 – [redacted] claimed she received a confirmation email from us that KyLinVoice can waive the early termination fee. But failed to provide the email as an evidence. 11/**/14 – Early termination fee $191.94 applied 01/**/15 – Unreturned STB $49.00 applied after we sent many email notices and made phone call to [redacted] to urge her to return equipment 01/**/15 – Received bank notice that [redacted] disputed USD191.94 and USD49 charged on 11/**/14 and 01/**/15. Early Termination Fee and Unreturn equipment charge. 02/**/15 – Bank made a decision in favor to KyLinVoice and released payment back to us after KyLinVoice submitted all the charge details and terms of service Based on our terms of service, we provide our customers 14 day free trial (after equipment released from our shipping center) and customers can cancel service within this period of time for any reason. No early termination penalty will be charged. However after 14 days, the contract goes into effect , and we will charge for early cancellation. From the above timelines, [redacted] cancelled her KyLinVoice account way after 14 day free trial ends. [redacted] ordered in the end of July 2013, her first contact with KyLinVoice to report problem was on 04/**/14 (almost 9 months after ordering). Her request to cancel the account was on 09/**/14, which is more than 1 year away from ordering. If Fax is a critical and must-have feature to [redacted], she should try it and cancel the service in 14 day free trail to avoid early termination fee. I would like to clear one confusion here. In [redacted]s complaint, she stated that “we have started the service with KyLin in August 2013 because of their telephone/fax service advertisement of low monthly fee and free trial”. Please understand that KyLinVoice doesn’t guarantee fax function. Our fax feature is inconsistent, which means it may work with some customers, and may not work with others. The reason for this is nothing to do with our box design and technology. It is related to ISP network compatibility with our boxes. Therefore we don’t advertise KyLinVoice as a fax service provider. None of our sales person or customer service representative will tell customers so. It is [redacted]’s assumption that she can send/receive fax with our service. Also according to our Terms of Service, if customer cancels the service (or the service is terminated due to customer’s reason) prior to the completion of mandatory commitment period, customer will be subject to a early cancellation fee equal to twelve US dollars (USD $12) multiplying the months remaining in customer’s term commitment, as well as charge back of the promotion points. In addition, customer must return all leased equipment directly to KyLinTV’s designated return center at customer’s own cost within ten (10) business days upon termination or cancellation of the Services. Failure to do so will result in a charge for the difference between the equipment charge per equipment set with tax applicable and the equipment deposit customer paid. Since [redacted] breached **M Contract, and she did not return the Set-Top-Box (STB) to us for more than three months, therefore she should be responsible for $132.00 ($12 x 11 months remaining in her term commitment) early cancellation fee, $59.94 charge back of the promotion which she has earned $9.99 off each month in the first 6 months she stayed with us, totaling $191.94, plus $49 ($99 equipment charge minus $50 equipment deposit) unreturned STB deposit fee. We tried to call [redacted] at least 10 times to find a solution to her complaint, but failed to reach her. We left message but [redacted] didn’t return our phone calls. [redacted] still have our box. If she can return the box to our shipping center at her own cost, we will refund the box cost of 99 dollars. Also we would like to offer her a 50 dollar discount of the early termination charge. If [redacted] accepts our propersal and agrees to close this complaint case, please mail us a written notice, we will then refund 50 dollars back to her credit card. Should you require any additional information, please do not hesitate to contact me at [email protected]. Sincerely, [redacted]

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:

[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,

Business

Response:

[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. I believe we had explained very clearly in our previous response that: We don’t guarantee fax feature. We don’t advertise KyLinVoice as a fax service provider. None of our sales person or customer service representatives will tell customers that. It is [redacted]’s assumption that she can send/receive fax with our service. We do provide free trial. But the free trial period is only 14 days after the equipment was sent out from our shipping center. After free trial ends, 2 year contract will go into effect and we understand it’s [redacted]’s commitment to stay with us for the next 2 years. [redacted] has enough time to test out if the fax feature works or not during 14 day free trial. [redacted] should call us and cancel the service right in free trial period. However [redacted] waited almost 9 months to report us the fax feature issue, and decided to continue the service by updating her credit card and allowing us to charge for the future months even after [redacted] understood fax will not work to her. [redacted]’s account was cancelled more than 13 months after ordering. We don’t have any record showing any of our representitves promised a full refund to [redacted]. If any of our representatives told [redacted] she will receive refund - please advise the name of that representative, when the representative talked with [redacted] for the refund and how much the representative agreed to refund? Can [redacted] provide any written evidence? Our understanding at this moment is that it’s [redacted]’s responsibilities to breach the 24 month contract. And we are unable to solve the complaint. 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:

FALSE ADVERTISEMENT!! Please issue refund back to our account as promised. ?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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.We have tried many attempts to reach [redacted] after receiving [redacted]'s original complaint through Revdex.com. However either no-one picked up the phone or someone hung up our phone calls. That lead us to believe [redacted] didn’t want to negotiate with us directly. Wetried her again past Monday night, and surprisingly she answered and spoke with us. We proposed to her that we will charge her the 7 free months we offered with promotional plan ($76.23 in total, the free months are only for customers that complete the contract with us) and refund the balance of early termination fee of $115.72. Also once we received [redacted]’s returned equipment, we will then refund box deposit and returned STB charge ($99 in total)Unfortunately [redacted] rejected this proposal again over the phone. We don’t want to spend more time on this case and therefore our management decided to make refund as per [redacted]'s request ($191.95 early termination fee plus $99 deposit and unreturned STB charge) after the leased equipment is returned and received in our New York shipping center. Here below is what [redacted] needs to do in order for us to start the refund process:1. Confirmation to Revdex.com in writing to accept the above settlement.2. Return the leased equipment to our shipping center in 10 business days at [redacted]'s cost and provide tracking # to Revdex.com in Writing. The return address is as follows:[redacted]3. Confirm the refund check mailing address in writing. The check will be paid to the order of [redacted]After receiving the equipment in our shipping center, we will process the refund check ($290.95) and usually the check will be mailed out in 7 business daysShould 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. The equipment had sent back with [redacted] tracking no[redacted].

Sincerely,

Review: Our phone number ###-###-#### transferred from [redacted] to KylinTV. We paid entire year services for KylinTV and [redacted] in order to keep this phone number. However, we cannot receive any phone calls since this phone transferred to KylinTV. We called many times to KylinTV ###-###-#### since then. After couple of days without any feedback from KylinTV. Our daughter started to make note:

12/**/14 after 10 PM contacted ID [redacted] customer service person. He tested call. He stated that ###-###-#### can receive KyinTV call and that mean there is no issue. Everyone should call ###-###-#### with ###-###-####. Then made note to our account and stated it's working. My wife has [redacted] and just replace pacemaker. Nurses, doctors and insurance company cannot reach us at all.

12/**/14 contacted ID [redacted] around 2:13 PM. She called ###-###-#### without issue from inside KylinTV. Again instructed us to inform everyone to use ###-###-####. However, nobody can reach us with ###-###-####. ID [redacted] has no following up and noted on our account that our phone has no issue.

12/**/14 contacted ID [redacted] around 7:42 PM. He stated all notes stated there is no issue to receive phone call since KylinTV tested from inside KylinTV. However he stated testing inside from KylinTV should not represent outside user issue. He will escalate to back office engineer who will start work 10 AM in 12/**/14. We tried to address to duty [redacted], he stated no duty [redacted] during night. We tried to address withdraw from KylinTV service, he stated we need talk to duty [redacted]. We addressed to provide us update to our son-in-law's cell phone.

12/**/14 contacted ID [redacted] around 2:10 PM. She stated our phone was working. Then stated that escalate to back office. We asked for status of back office engineer. She stated in progress. We asked for duty [redacted]. She stated duty [redacted] will be on duty after 6 PM. We addressed again withdraw from KylinTV, she just constantly stated someone is working on it. Someone will contact us via my son-in-law's cell phone.Desired Settlement: Either fix issue in this weekend or withdraw phone service after ###-###-#### transfer back to [redacted] and refund entire charge to credit card. But keep TV service without charge.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. We have no choice to withdraw our phone service from KylinTV and lost our original phone number. Since we are loyal customer of its TV, we still use its TV for one more year. We also ordered another company's TV service before KylinTV's response. We are planning to switch TV service to another provider next year.

Sincerely,

Review: Back in 2014 I was bombarded with calls from Kylin tv advertising for home phone service, after many times of saying NO, they proceeded to keep calling me about 2-3X per week at night, then they offered us a buy one year get the 2nd free so we decided to give the company a try, now a year later, I find a charge of $208 on my credit card which I did not authorize. I called the hotline and spoke to someone and was told that this was NOT the case but certainly not unheard of. This is a big misrepresentation on their part and makes the company as a whole look bad. BAD Business practices and ETHICS. The representative that I spoke to offered to refund $25 that covered the taxes but thats not enough. I was promised a 2nd year free of charge, this is a perfect example of fishing in customers and doing the bait and switch.Desired Settlement: I would like the charges refunded back to my credit card.

Business

Response:

[redacted]

To: [redacted]

From: [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,