Laurel Highland Total Communications Inc

March 29, 2016 Dear Mrs. [redacted]: Pm sorry to hear about your husband’s medical problems and the other difficulties you have been experiencing. I want to thank you for expressing your concerns and for being a long-time customer. 1 wasn’t aware of your situation until l received a copy...

of the complaint that you filed with the Revdex.com (Revdex.com) last week, This is unfortunate because if! was made aware of your difficulties, I believe we could have addressed the issues with your account before they were brought to the attention of the Revdex.com. In. any event, there’s nothing we can do about what has already been done, but we can take the appropriate action to resolve any problems going forward. According to my staff, you have been suspended for non-payment four times since August of 2015; however, I was informed that you have always paid the past due balances on your account. I want you to know that we do our very best to work with customers, especially those who are experiencing hardships. In your particular case, I believe we missed the mark and we should have done a better job of helping you establish a payment plan that worked for you. In an effort to help you get back on track and to show our commitment to making this situation right I have instructed my Customer Service Manager, Liz K[redacted] to waive the restoration fees going back to August, which will result in a total credit to your account of $118. Additionally, I have asked Liz to call you to discuss the situation further and to set up the appropriate arrangements to help assure things stay on track going forward.               I apologize for the inconveniences you have experienced with our service. If you have further questions or would like to discuss the issues in more   detail or if you have problems with our service in               the future, please don’t hesitate to contact me personally. Best regards.             Sincerely,             James J. [redacted]             President & CEO

Review: LHTC is the telephone cable company in my mountain community. I use to pay my bill when I got the chance to pay at office. I allways paid my bill about 40 years. then they renewed everything they are the only phone cable in our community we have no choice but to pay outrages prices for a poor community in [redacted] county. I started doing my bills at the end of the month. They have shut me off -then charged me 50.00 reconect fee many times. I paid on a past due bill 18th of last month and then on the 23rd of Febuary. I thought I would be OK untill the end of the this month when I pay all my bills. I have to work to pay bills that I have. I am very busy and I have a poor memory. I told them my husband is takeing chemo for cancer and he has a bad heart. He needs the phone to call 911 when he has to. I have to work.They shut my phone off again today the 15th. I had to come up with 130 some dollars or no phone turned back on. I have paid them over 500 dollars in the last two months and probaly at least 100 dollars of that is reconnect fees. American people should not be allowed to take advantage of other American people. Our presidents in the older days protected citizens- now they help the businesses take advantage by being unreasonable and unethical in there rules. You allow electric and telephone companys to put people in the credit bureau even though they made good through tough timees I know people who dreams were crushed by credit reports. Really electric and phone isn't something they purchased it is a necesseity . People are held back when they thought they were getting ahead. I thought I would have at least 30 days from my last payment to pay on my bill. I actually called from work today to make a payment over the phone when I was told they disconnected my service today. I said what my husband is home alone.They are all business they don't care and they have charged a reconnect fee.Desired Settlement: Another phone cable company in our area or rules that 30 days should be allowed between any large payment for LHTC services. When people are old forgetfull or under a lot of stress like my husbands chemo bad heart we don,t allways remember bills. The old company called us before disconnecting The new takeover won't -I told them I only get around to opening my mail at the end of the month when I do bills. They don't care.They said opening the bills at the end of the month is a bad idea. Well they don't have my busy hectic life and I don't have the money untill the end of the month. I think they should be investigated for unethical behavior

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