Law Offices of David F. Driscoll

The Revdex.com*** *** *** *** ***
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by: September **, 2015 Disputewill be resolved bybusiness: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks hasreviewed complaint number ***. Wehave also, reviewed the accounts associated with this complaint. Upon receipt of this complaint weimmediately contacted *** *** via telephone. Broadview Networks advises that due to the extent of issueswhich are the subject of this complaint, also due to the number of accounts(four) associated with this complaint we will require additional time to providea final response to this matter. Currently, *** *** is awaiting information from individuals withinher organization; the information is pertinent to this matter. Therefore, Broadview Networks would like toadvise that we are working directly with customer and hope to reach an amicableresolution. LisaT*** Complaint#: ***Legal & RegulatorySpecialist Date: September **,

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*** *** ** *** ** *** *** Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephone. On February **, *** *** requested to have his services moved to a new address. Due to customer being out of contract at this time, he was contacted by his then Sales Representative (no longer with Broadview Networks). The order associated with the first agreement was ultimately cancelled due to *** (LEC involved) being unable to install circuit running off of fiber at this address. Broadview Networks then had to place an order with *** to have service running off of a *** circuit. Due to the amount of time that it was taking to process this order with respect to obtaining an installation date from *** Broadview Networks installed a temporary service (FlexConnect) at this customer’s location. After utilizing the FlexConnect service the customer found that this service suited the needs of his business and requested to keep this service in place and obtain new phone equipment onlyWhen speaking with *** *** after receipt of this complaint, *** *** did advise that this request had been made to his previous Sales Representative who is now no longer with Broadview Networks. *** *** further advised that though his previous Sales Representative had been made aware of this he failed to provide *** *** with a pricing proposal. Shortly, after speaking with *** *** Broadview Networks assigned a new Sales Representative to *** ***’s account. The Sales Representative has since been in contact with *** *** and provided him with pricing for the FlexConnect service he is currently utilizing. As of April **, *** *** approved the pricing provided and signed an agreement. There is an order in to have new phone equipment shipped to *** *** and to have service type and pricing changed. The order associated with the previous agreement has been cancelledBroadview Networks advises that we find this matter to be resolved. We greatly apologize for the inconvenience posed on *** *** and his company. *** *** has been provided with my direct contact information and that of his new Sales Representative, shall he require additional assistance *** *** *** ** ***
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April **, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephone. Having reviewed this account thoroughly and cross comparing to issues presented by customer via complaints filed with the Revdex.com and the Federal Communications Commission it is my findings that there were billing issues, however, prior to the receipt of the complaints Broadview Networks was diligently working to correct billing issues on this account. The billing issues were initially due to there being several changes made on this account which differed from the services which customer contracted for. One (1) of the services which customer contracted for was “Enhanced Dial Tone” (“EDT”) for a quantity of eight (8). On the date of installation it was found that due to customer fax server set up “EDT” it could not support “EDT” for eight (8) lines, though *** *** was advised of this notes in the order reflect that he was adamant that it could work. Ultimately, *** *** was provided with another solution which was to convert a minimal amount of telephone numbers to “EDT” and subscribe to Broadview Networks efax service for additional fax lines, which he was given special pricing in an attempt to be cost effective. During the process of getting *** ***’s upgraded services installed his then Sales Representative left Broadview Networks therefore, his account had to be reassigned. Upon reassigning of the account the new Broadview Networks Sales Representative in discussion with *** *** found that there were services which should have been disconnected as they were no longer required and she also, worked diligently to get the fax situation resolved. After having a very thorough conversation with *** *** and obtaining a list entailing the services his business required, orders were placed to have all errors on this account corrected. Billing has also, been corrected which resulted in a credit in the amount of $5413.33. While a portion of the credit was due to billing errors, another portion was granted due to the original Sales Representative no longer being with Broadview Networks and therefore, we could not confirm those services which Borodin advised should have been disconnected upon installation of upgraded services. As of today April **, *** *** has been provided with a detailed credit breakdown which indicates services which have been removed from his account and credited. It also, indicates rate adjustments which were done based on rates proposed by the current Sales Representative. *** *** has been provided with my contact information shall he have any questions or wish to discuss this matter furtherBroadview Networks greatly apologized for the inconveniences which were posed upon *** *** and his organization Lisa T*** Complaint #: *** Legal & Regulatory Specialist Date: April 18,

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*** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number *** We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted *** *** via telephoneBroadview Networks advises that on September **, *** *** signed a three (3) year contractual agreement for three (3) location to have FlexConnect service as well as efax service The three (3) year contractual agreement did have an attached Addendum which was signed by *** *** The addendum afforded that if *** *** canceled service with Broadview Networks prior to the sixth month customer agrees to pay the early termination fees calculated at sixth months *** *** to refuses to adhere to this signed agreement as it is her position that install was never completedAfter reviewing the installation orders and the complete account history it is my findings that installation was completed Broadview Networks does confirm that customer had service issues with seven (7) headsets however, history on account shows that the efax service failed to work due to configurations needed on customer’s copier/fax machineUltimately, Broadview Networks has agreed to credit out this account in its entirety The account now has a zero (0) balance and it is closed status *** *** was contacted on today May *, and advised of my findings on all issues she presented as well as advised that this account will be credited out Broadview Networks finds this matter to be resolved Lisa T*** Complaint #: *** Legal & Regulatory Specialist Date: ***

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*** *** ** *** ** *** *** Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephone.Broadview Networks advises that on November **, *** *** signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for services. The service start date was January **, 2016.Broadview Networks further advises that though services were active as of January **, this customer did not make any payments on their account until April ** at which time they rendered payment to cover invoices dated January **, 2016; February **, and March **, 2016. After the payment was received on April *, there were no further payments made on this account. Broadview Networks records reflect that on March **, *** *** called into Broadview Networks Billing Department disputing invoice dated February **, in the amount of $518.54. It was explained to *** *** that the $included a past due balance owed in the amount of $355.96. As of June **, this customer's service was interrupted (service suspended one way, outgoing calls prohibited) for nonpayment. Several communications was sent out to customer via U.Smail and telephone calls were made to customer advising of the pending service interruption due to nonpayment. As of the date of service interruption this customer had an account balance owed in the amount of $455.28. Of the account balance owed $was past due and $was current. After no attempts to resolve balance was made by customer Broadview Networks disconnected this customer's service for nonpayment on July **, 2016. On July 27, *** *** called into Broadview Networks Billing Department regards to invoice dated July **, in the amount of $3786.77. It was explained to *** *** that Broadview Networks had received no payments on this account, invoices dated April **, 2016; May **, 2016; and June **, were past due. Additionally, *** *** was advised that an 'Early Termination Fee' in the amount of $had been assessed to invoice dated July **, 2016. On August *, *** *** called into Broadview Networks Customer Care Department requesting that service be reinstalled. It was explained to *** *** that we will reinstate service however, we will require a prompt payment to cover account balance minus the 'Early Termination Fees'. Broadview Networks advises that reinstating service would cancel out the 'Early Termination Fees' once payment is rendered. Services were reinstated as of August **, however, customer did not render payment. After several communications were mailed to customer and voicemail messages were left regarding past due balance service was again interrupted for nonpayment as of October **, 2016. Customer attempted to have services reinstated on November *, however, Broadview Networks declined to do so due to customer payment history. As of November **, 2016 the account was thoroughly discussed with *** ***, and it was explained to him that due to the payment history on this account we cannot reinstate service*** *** was further advised that the 'Early Termination Fees' are valid as Broadview Networks was within their right to disconnect service for nonpayment and therefore, his organization did not adhere to the terms of the contractual agreement. It was further advised that Broadview Networks is willing to set up a reasonable payment arrangement. Broadview Networks would like to confirm that we did receive the equipment which belongs to Broadview Networks from customer. Broadview Networks further advises that there is no notes on this account indicating that customer has ever advised Broadview Networks of not receiving invoices, nor have they ever requested to have billing address updated to a Post Office Box. Broadview Networks advises that based on the above we find this matter to be resolved. Broadview Networks was within their right to disconnect service for nonpayment. Additionally, the 'Early Termination Fees' are valid as customer failed to uphold there end of the contractual agreement. *** *** Complaint #: ***Legal & Regulatory Specialist Date: November **,

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December **, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephoneBroadview Networks advises that reviewing this account we found that since invoice dated October *, this customer has called into Broadview Networks disputing charges associated with calls made into his toll free number outside of his business hours and calls have long durations. When customer initially reported this to Broadview Networks on October **, Broadview Networks did credit customer back for the disputed charges which totaled $however, this customer was also, advised that he needs to have his phone system checked as it appears that his system may have been hacked. Please be advised that customer premise equipment falls outside of Broadview Networks area of responsibility and unless equipment is purchased or leased from Broadview Networks our technicians cannot check or perform any work on the equipmentAfter receipt of this complaint *** *** was again educated on the fact that it appears that his equipment had been hacked and he was urged to enlist the assistance of his equipment vendor. As a courtesy Broadview Networks contacted *** ***’s equipment vendor and explained the issues *** *** has been facing for the past few months. The equipment vendor ensured us that they will be contacting *** *** to make arrangements to dispatch out a technicianAs of today December **, Broadview Networks made a follow up call to *** *** to confirm that his vendor had contacted him. *** *** advised that he had spoken with his vendor and his vendor will be setting up passwords to secure his equipment. Broadview Networks advises that though we are not responsible for ensuring that customer premise equipment is secured as a one time courtesy we have credited back disputed charges billed on invoice dated November *, which total $and December *, which total $40.88. If these charges shall appear on future invoices Broadview Networks will be unable to provide credit due to customer bearing the onus of ensuring that equipment is securedBroadview Networks advises that based on the above we find this matter to be resolved. The disputed calls were isolated to be caused by hacking of the customer’s phone system. Though Broadview Networks had previously advised customer that there phone system should be checked customer failed to adhere to this suggestion which caused continuous hacking. Broadview Networks has credited back charges associated with calls that were the result of customer’s system being hacked. Lisa T*** Complaint #: *** Legal & Regulatory Specialist Date: December **,

The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties*** ***
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** ***~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: *** Dispute has been resolved by:
July *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associatedwith this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephone. Broadview Networks advises that on June **, this customer reported trouble on five (5) telephones advisingthat the telephones displayed “bad lan link”. Broadview Networks immediately opened a repair ticket to have atechnician dispatched out to this customer’s premise. The earliest date that we were able todispatch out a technician was on June **, 2015. The technician who was dispatched out onsaid date found that four (4) telephones had to be replaced therefore BroadviewNetworks ordered four (4) telephone to be sent directly to customer. The fifth telephone was configuredThe technicianalso, found a bad switch was causing the “bad lan link” message; customer wasnotified of this so that they may have corrected. Customer did receive the new telephones onJune **, 2015.Broadview Networks finds thismatter to be resolved. Unfortunately,the earliest available dispatch out we had available within customer’s accesshours was for June **, and we did ensure that this was a morningdispatch. The phones which thetechnician found to be defective were immediately replaced. Broadview Networks shows no further reportedservice issues and therefore, we find this matter to be resolved. *** *** Complaint#: *** * *** *** Date: July *,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
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*** ** *** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has viewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephoneBroadview Networks advises that our records indicates that on October **, *** *** submitted a signed ‘Letter of Disconnect’ with the intentions of disconnecting his Integrated Tcircuit, and converting two telephone numbers to Remote Call Forward lines. *** *** failed to indicate that he wanted to disconnect the circuit and only indicated the telephone number running off of the circuit and therefore, LOD was not processed and he was contacted advising that it had been completed incorrectly. Please note, customer is not billed for the telephone numbers running off of the circuit which is why Broadview Networks needed clarification as it is the actual circuit that bills. The completed ‘Letter of Disconnect’ was returned to Broadview Networks on November **, and was processed. It is *** ***’s position that while he understands that Broadview Networks does bill for an additional thirty (30) days following the receipt of the ‘Letter of Disconnect’ the disconnect date of October **, should have been honored which would have end dated his account as of November **, 2015. *** *** further advised that he was not notified that the original ‘Letter of Disconnect’ was incorrect until November **, Broadview Networks advises that after researching this account we cannot confirm whether or not *** *** was notified prior to November **, that the October **, ‘Letter of Disconnect’ was incorrect. This being the case Broadview Networks did agree to credit *** *** for billing from November 28, through December **, 2015. The credit amount which was posted is $which included a tax credit in the amount of $23.76. This customer had already received a credit in the amount of $to cover charges from December **, through December **, 2015. The total credit placed is $602.44. *** *** has been advised that the remaining balance of $is his responsibilityBroadview Networks finds this matter to be resolved
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
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October **, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number *** We have also, reviewed the account associated with this complaint. Prior to the receipt of this complaint *** *** had advised the assigned Broadview Networks Sales Representative of a rate discrepancy for toll free usage on October **, 2017. At which time the Broadview Networks Sales Representative advised him that she would address this issue and contact him on Monday October *** Reviewing the billing associated with the two (2) toll free numbers on the subject account, Broadview Networks found that this customer was billed at a rate higher than the agreed upon rate. This billing error was caused by an issue in Broadview Networks billing system which is currently being investigated. Broadview Networks found that the incorrect rate was billed on customer’s invoices dated August **, 2017; September **, and October **, 2017. A credit has been placed on this account in the amount of $this credit is comprised of $for difference in rates which customer should have been billed and rates which customer was billed, also, included is a tax credit of $Broadview Networks notified *** *** via email of the credit amount provided on October **, 2017. At which time *** *** did request an additional credit for inconvenience which cannot be provided. The billing issue was resolved the next business day following Broadview Networks being notified. Broadview Networks advises that we find this matter to be resolved. It was not the intentions of Broadview Networks to bill this customer for toll free usage as a higher rate that what was agreed upon. This error occurred due to an issue with the billing system, which is being investigated and will be resolved. Going forward this customer should be billed at the agreed upon rate for toll free usage
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Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** via telephoneBroadview Networks advises that reviewing this account and cross comparing it to issues reported by customer we found that on June *, *** *** signed a three (3) year contractual agreement with Broadview Networks. Terms and Conditions page of this contract does state "The service term will automatically extend for additional one (1) year periods, unless Customer notifies Company in writing of its intent not to renew at least thirty (30) days prior to the end of the ten current ter." Please reference page (6) of 'EXHIBIT A'. When speaking with *** *** she advised that they were unaware of this due to person who previously handled contract no longer being employed by her company. This being the case Broadview Networks advised that though Early Termination Fees are valid we will waive the Early Termination Fees as a courtesy. *** *** also, expressed her dissatisfaction with the manner in which her request for a contract was handled. Reviewing this account from January through present, I do not see any notes indicating that an actual request for a copy of the contract was made. However, a note in the system does relfect that on July **, Paul Dickinson called into Broadview Networks Customer Care Department. She is inquired about there service set up and whether or not the equipment was being rented by her customer. Additional notes, in the system reflect that *** *** called in to Broadview Networks Customer Care Department on October **, due to an 'Early Termination Fee' warning letter she received, however, the notes does not reflect a request for a copy of the contract. Ultimately, *** *** did advise that she received a copy of the contract and I did advise *** *** that all calls made into Broadview Networks Customer Care Department will be reviewed so that we may confirm if there was any errors made in assisting her company and address as needed. *** *** further advised that the copy of the contract she received was not clear. In response I did advise *** *** that all customer are provided with a copy of the contract upon signing, however, any copies of contracts that are provided to customer's are from a database which stores scanned documentsOn November **, *** ***, Paula and myself participated in a conference call so that we may discuss all current issues which customer had with bill. At this point it was advised that this account will not incur any 'Early Termination Fees' shall they port out service therefore the main focus was in regards to the account balance owed, which at said time was $571.45. It was explained to *** *** and Paula that the last time which this account was current was as of invoice dated July *, 2016. No payments had been made for the July *, August *, until September and though there was three (3) payments rendered in September the payments were short of remittance amount requested on invoice. *** *** and Paul brought to my attention a missing payment in July in which there bank paid the incorrect vendor, reviewing notes on account I did find this matter had been reported to Broadview Networks. They further advised that there was additional billing disputes brought to the attention of Broadview Networks which is why the requested payment amount was not rendered to Broadview Networks. I advised that reviewing this account I found the below listed credits had been placed on this account (credit reasons are indicated in parenthesis next to credit amount: 8/**/16 Credit posted in the amount of $(charges incurred when customer made changes via customer portal, it is believed that customer may clicked on something incorrectly)9/*/16 Credit posted in the amount of $(Credit for one (1) telephone as customer downgraded phone amount from nine (9) to four (4) in July however, was invoiced in August for five (5) phones9/*/16 Credit posted in the amount of $(Late fee billed on August invoice)Upon completion of discussing all credits placed on this account as a courtesy Broadview Networks agreed to credit late fees which has generated on this account between September and November due to past due amounts which were on this account during each billing period. The credit which was granted was in the amount of $and it was posted to this account on November **, Based on the above Broadview Networks finds this matter to be resolved. We do apologize for any inconvenience which was posed upon this customer and her company. Broadview Networks would like to ensure this customer that "Customer Satisfaction" is a top priority of Broadview Networks and therefore, upon review of calls made into Broadview Networks Customer Care Department we will address where needed. The 'Early Termination Fee' will be waived upon customer porting out services and customer has been provided with my direct contact information
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*** *** *** *** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the repair tickets associated with this complaint. Upon receipt of this complaint we immediately contacted *** *** (“Customer”) via telephoneBroadview Networks advises that in reviewing the repair tickets associated with this complaint the events and causes indicated in the repair tickets partially differ from what is being advised by the Customer. Broadview Networks shows no record of any changes being done by Broadview Networks that resulted in customer having impaired service. The Broadview Networks technician worked closely with a contact at Customer’s business. The initial repair ticket opened on August **, was closed out as trouble was isolated to Customer’s PBX system which is not provided or controlled by Broadview Networks. Upon request from the contact Broadview Networks confirmed the IP Address and SIP trunk configuration and it was also, confirmed that there was no changes made in Broadview Networks Meta switch. This information was relayed to customer contact on August **, via email. Broadview Networks received a response back on August **, confirming that the phones were workingOn September **, a repair ticket was opened, initial testing showed no trouble on Broadview Networks side. Troubleshooting with the Customer contact, until September **, when Customer contact became unresponsive to request for call examples. This repair ticket was closed on September **, due to no response from Customer contactWhile Broadview Networks findings partially differ from that of Customer we would like to resolve this matter in an amicable fashion. Broadview Networks has waived the “Early Termination Fees” which would have been billed on this account. We have also, credited account balance in the amount of $192.65. This account now has a zero (0) balance, no Early Termination Fees will be billed, and the account is in closed status. If Customer should receive any further communication regarding this account she can contact Lisa T*** at ###-###-#### *** *** *** ** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have several problems with MsT***'s response First, she claims that Broadview worked diligently to attempt to resolve these issues This is patently false In fact, my invoices have been incorrect for over months dating back to the October invoice, and it took this complaint to the FCC to get many of these issues finally resolved Sales repeatedly told me that duplicate fax lines and other billing issues would be addressed, but they never were, even after months of repeatedly asking for updates.While MsT*** has addressed many of our issues, some remain unresolved:1) Our toll free calls were billed incorrectly at $per minute even though sales promised a rate of $per minute Broadview claimed that there was a separate contract required to formalize that price which was never provided to me After this issue was discovered in November, we signed that contract, but we were told that the rate would be retroactive to when the new circuit was activated in October MsT*** is saying that sales needs to approve this, even though the $rate is clearly outlined in the price quote I received from Sales well before moving to the new service This issue remains unresolved and represents an over-billing of over $280.00.2) MsT*** alleges that standard practice is to "round up" per minute rates, so that even though we were promised a rate of $.019/minute, Broadview has a right to round this up to $.02/minute This is both deceptive and wrong Simply put, were promised a rate of $.019/minute, not $.02/minute This discrepancy costs us nearly $20/month and $per year, and it's theft 3) MsT*** claims that price concessions for simultaneous call capacity (bringing this from $to $for lines -- $35/month) and failover service ($5/month) were implemented for the March invoice This price concession was bundled with the other price concessions including the one bringing the circuit price from $to $-- which was retroactively applied back to October The concessions for the simultaneous call capacity and failover service should also be retroactively applied back to October as promised by the sales manager 4) We were promised a service credit of $per month as part of the promised pricing concessions We have never seen that credit MsT*** is now saying that this credit doesn't apply until months after the service live date We were never told this In fact, we were told that this credit would be retroactively applied back to October 2016.Finally, I still have yet to see an invoice reflecting the amount promised by sales, which is attached I remain dissatisfied with the billing issues and overall poor customer service provided by Broadview I've been in business for over years, and simply put, this is the worst customer service experience I've ever encountered From broken promises to the hoops required to deal with issues to the issues that remain unresolved after months and months with this service, Broadview has failed to meet expectations with regard to billing in any and every way
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Thank you for your response, however we had packaged the phones well and they should have arrived in the same condition they leftIf they phones were damaged in transport then *** should be contacted by Broadview as Broadview is the shipperAs a separate point - The phones were used for several years and will show some usage as is to be expectedThe phones were leased and over the years we already more than paid for the value of the phones over the years. Regarding the Router, we returned the only Cisco Router we ever received from Broadview, we were not given any additional Router when we moved our officeNew phones were provided due to the move but no Router. The Router returned was the router that provided the service, and we don't have any other routers in our possession, because no other router was provided
Kind regards, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The Revdex.com *** *** *** *** *** *** *** * *** ***
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September *, 20** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number ***. We have also, reviewed the account associated with this complaintBroadview Networks advises that on October **, *** ** *** signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for the Office Suite product. TheTcircuit required to have to this particular type of Office Suite service was installed by Verizon on November **, 2015. The Tine Warner circuit which this customer references in the complaint was a circuit which customer was to use for failover service. Failover service is a back up service customer may choose to get and if their primary service was to go down the failover service would automatically come on. As of November **, the customer requested to not proceed with the porting of the telephone numbers. As of December **, customer alluded to the fact that they may want to cancel the order in its entirety. The circuit was ultimately disconnected as of February **, 20** due to non payment and no customer communicationThis customer was billed an early termination fee in the amount of $16,due to the fact that this order was canceled post test and accept of the circuit from our vendor and additionally, circuit had already been installed. Reviewing 'EXHIBIT B' which is the "Product-Specific Terms & Condition" this early termination fee is valid. The circuit was installed the remaining work which was needed was the porting of telephone numbers and training of the use of the phone equipment provided, all which were delayed on the customer partAdditionally, customer references that fact that they immediately started to be billed for a circuit which they did not see. Whether or not the circuit was in there view the circuit was installed as of November **, 2015. This being the case there was a facility charge assessed as of December *, as circuit was there however due to customer delays circuit was not being usedBroadview Networks advises that based on the above we find the early termination fees billed to be valid. However, we are open to discussing this matter further with hopes of reaching an amicable resolution. In regards to equipment belonging to Broadview Networks, customer can contact me, Lisa Taylor, directly at 914-9**-so that she may provide information to receive prepaid shipping labels to return the equipment. Lisa T*** *** ** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I receieved a call last Fri afternoon & said to call back after No call and waited upOn Monday, the call came but I work till 7pm sometimes on payroll weekends, to meet the deadline Tues nightI am off every other Fri, but that's itI can't even look at my phone 8:30-5! As for the bill, it's wrongThere's no way from Jan to June my $a month bill is $700! I am not an it, & do know how to say, "turn off services", but had you understood what I said, you would know WHY I couldn't cancel the line yrs ago
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
If this had been the first instance of a billing issue with Broadview -- or even the first issue with incorrect toll free rates -- then I wouldn't have contacted the Revdex.com and I would be more than happy to accept *** ***'s assurance that this is an isolated billing mistake. Unfortunately, this simply isn't the case Broadview has a history of overcharging us (see a previous Revdex.com complaint), and this isn't the first, second, or even third time this mistake has happened; this is the FOURTH time our toll free magically changed to a much higher amount Even worse, Broadview doesn't specifically disclose the toll-free rate on their invoices; I am forced to divided the toll-free amount charged by the total minutes to determine the rate Moreover, because I can't trust them to correctly invoice us, I have to spend significant time to manually review their invoices for accuracy, which I shouldn't have to do Based on this inconvenience -- along with the fact that this is repeated mistake -- that Broadview issue an additional courtesy credit I will not be satisfied in the least until this is accommodated *** *** ignored this request. PS...I issued the Revdex.com complaint because even after repeated emails to our sales rep, she would not assure me that the issue would be resolved, nor could she explain why this continues to re-occur
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***