Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
[redacted] Dispute has been resolved by: June **, 2016Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we attempted to contact [redacted] via telephone, we reached a voicemail and a message was left requesting a callback.Broadview Networks advises that this customer reported no dial tone on telephone number ###-###-#### on April **, The following day on April **, [redacted] technicians performed a work stoppage Please note, that [redacted] is the LEC involved and therefore, it is there technicians that address service issues on facilities which they own regardless of who the carrier is This work stoppage delayed the repair of this line On April **, this customer ported her telephone number out to another carrier however, [redacted] failed to cancel the dispatch out of a technician Due to the [redacted] technician being dispatched out a fee was billed in the amount of $due to the technician finding that the telephone number associated with the repair ticket was no longer with Broadview Networks.Broadview Networks advises that this fee was billed in error and the entire invoice amount of $has been credited back to this account This account is in closed status and has a zero (0) balance Broadview Networks greatly apologizes for this error and additionally apologizes for the inconvenience posed upon this customer.If this customer requires additionally assistance she can contact me, Lisa T***, at ###-###-####[redacted] [redacted] [redacted] ***
[redacted] Dispute has been resolved by: September *, 2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] Broadview Networks has also reviewed the account associated with this complaint Upon receipt of this complaint we contacted [redacted] via telephone.Broadview Networks advises that when speaking with [redacted] on August **, she advised that all telephones were returned to Broadview Networks in working status However, it is Broadview Networks position that yes the phones were returned however, they were returned damaged, therefore, we are unable to assign these returned phones to another customer Reviewing ‘EXHIBIT A’ which is a picture of the box we received under [redacted] Tracking No [redacted] , this picture was taken as it was received due to the box being opened and within the opening it is clear that there was no packaging material placed within the box by the sender Viewable in the picture is a [redacted] Package which appears to be a package that is used for shipping however, it is not used nor is it meant to be used as packaging material to protect contents of a box Based on this photo it is clear that it would be all but impossible for the subject telephones to have been returned to Broadview Networks in working and presentable condition This being the case it is Broadview Networks position that the fee of $which was billed on invoice dated June *, is valid and will not be waived On invoice dated June *, this customer was also, charged in the amount of $for failing to return an IAD When speaking with [redacted] on August **, she advised that the IAD was returned under tracking number [redacted] [redacted] was advised that we will check inventory on this package and contact her back It was found that the content of the package delivered to Broadview Networks under tracking number [redacted] was in fact an IAD However, the IAD that was returned to Broadview Networks is associated with service which Broadview Network provided to customer at service address [redacted] *** The IAD devices contain serial numbers; the serial number on the returned device was [redacted] This customer was billed for failing to return IAD device with serial number [redacted] which is installed at [redacted] *** Based on the above Broadview Networks advises that we find the balance on this account to be valid The “Terms and Conditions” of the contractual agreement are transparent Reviewing page six (6) of ‘EXHIBIT B’ specifically referencing “Additional Customer Responsibilities” it does state “Customer shall be liable for damage to Company equipment” Broadview Networks is open to possibly offering a settlement agreement for the damaged phones However, the IAD must be returned back to Broadview Networks in order to credit the $equipment fee associated, there will be no settlement offered for that device Broadview Networks has left voicemail messages for [redacted] in an attempt to discuss our findings however, we have not received a call back If [redacted] wishes to discuss this matter further in an attempt to work towards an amicable resolution she can reach out to me [redacted] at ###-###-####[redacted] [redacted] [redacted] ***
[redacted] Dispute has been resolved by: September **, Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted] We have also, reviewed the account associatedwith this complaint Upon receipt ofthis complaint we immediately contacted [redacted] via telephone.Broadview Networks has done athorough review of this account and it is our position that there was nowrongdoing on Broadview Networks part and the account balance owed in theamount of $which includes early termination fee in the amount of$is valid Broadview Networksdenies the allegations made by [redacted] regarding his services not working, asthe attached, call records displays outbound calls were being made by thiscustomer The terms of the contractualagreement (please see ‘EXHIBIT A’) indicates that this was a customer installmeaning the customer would install the phone equipment provided by BroadviewNetworks The terms of the contractualagreement also, indicates that customer will be provided with a training session.what was done and [redacted] did participate, please see email (‘EXHIBIT B’)that was sent to [redacted] following training that was done Following the training being done customerdid not respond to any request to authorize Broadview Networks to port theremain number and therefore they continued to work off of the telephone numbersprovided by Broadview Networks Trainingwas done in on December **, On March **, [redacted] ***spoke with his account manager requesting that a technician be sent to hispremise Due to Broadview Networksshowing that all phones were logged in and working the Project Manager offereda free training session and [redacted] declined please see email communication labeled as‘EXHIBIT C’ Being that the phones werelogged in and we showed outbound calls being made the Project Manager actingfrom an area of expertise felt that a training session would be suffice Had the Project Manager agreed to dispatchout a technician this fee would have been in the area of $therefore, theProject Manager acted from a customer first perspective to avoid customerincurring unnecessary feesUltimately, it is BroadviewNetworks position that we did provide the service which [redacted] ordered andsigned a contractual agreement for Theattached outbound call records labeled as ‘EXHIBIT D’ demonstrate that thiscustomer did have and was utilizing services via Broadview Networks The assigned Project Manager attempted toassist [redacted] with any questions he may have had by offering an additionaltraining for free Broadview Networks isunable to credit the early termination fees and we find the balance owed to bevalid If [redacted] would like Ican assist him with reinstalling theBroadview Networks equipment which he still has at his premise or if [redacted] ***wishes to discuss a settlement agreement he can contact me at ###-###-#### It is Broadview Networks goal to resolve thismatter in an amicable fashion [redacted] [redacted] ** [redacted] [redacted] [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephone Prior to the receipt of this complaint [redacted] 's issues had been resolvedWhen speaking with [redacted] she advised that the issue which led to her filing a complaint with the Revdex.com was a charge of $which she was seeking credit for However, prior to [redacted] being contacted regarding the complaint she had already received a return call from a Manager who did apply the requested credit to her account It was then confirmed that [redacted] required no additional assistanceBroadview Networks advises that though the issue was resolved to customer satisfaction we greatly apologize for the inconvenience which was posed upon [redacted] The charge which she was disputing was associated with a technician visit and therefore, the system automatically generated this charge [redacted] [redacted] ** [redacted] [redacted] [redacted]
[redacted] Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: [redacted] 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 [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephoneBroadview Networks did a thorough review of the repair history associated with this account, we focused on the period of January *, to present Our records indicate that during the time period queried there were a total of six (6) service issues reported on this account Out of the six (6) reported services issues only one trouble was isolated to be on the side of Broadview Networks and resulted in a repair being done by Broadview Networks The remaining issues were isolated to the customer ISP side or customer network side Broadview Networks advises that the most recent reported service issue was regarding issues with faxing which was the reported issue in most of the repair tickets which were opened Broadview Networks advises that the Broadview Networks technician which was dispatched out on June **, isolated the issue to be with the customer LAN The technician advised that the amount traffic on the customer’s network is adversely affecting the performance of the customer’s fax service It was suggested that the customer has the fax line converted to a POTS line As of June **, due to Broadview Networks receiving no response from customer we did make a follow up call to inquire if customer will be converting the fax line to POTS line The customer advised that they will be porting the fax line back to Comcast and will obtain LAN line service via Comcast for this lineBroadview Networks advises that based on the above we find this matter to be resolved Customer’s issues were directly related to ISP which Broadview Networks is not the provider After testing done by a Broadview Networks technician proved issue to be on the ISP side or shall I say be due to network traffic Broadview Networks provided customer with the necessary information to alleviate this issue Lisa T*** [redacted] ** [redacted] Legal & Regulatory Specialist *** [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Tell us why here[redacted] Dispute has been resolved by: January *, 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 [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we attempted to contact [redacted] ***, a voicemail was left requesting a callback and we received a callback from his daughter Rebecca.Broadview Networks advises that on June **, [redacted] signed a three year contractual agreement with Broadview Networks for services Services were active with Broadview Networks as of July **, Broadview Networks advises that we find the allegation made in this complaint to be false The Complainant advised that the monthly fee for service was higher then indicated on the contract, however, the first invoice generated was higher due to the fact that Broadview Networks bills for services one (1) month in advance, additionally the first invoice included prorates (charges from start date of service to end of billing period), however, reviewing the first invoice generated (please see ‘EXHIBIT A’) and cross comparing it to the signed contractual agreement ‘EXHIBIT B’ it is clear that this customer was being billed in accordance with rates indicated on the contractual agreement This customer also, alleges that services were not available for a full month, this statement is incorrect This customer had working service with Broadview Networks as of July **, The features which were requested by customer were not immediately added as they were not added until August 10, approximately six (6) days following notification from the assigned Sales Agent that features should be added The features not being added did not have an affect on the customer’s ability to make or receive calls.Researching this account we did find that on September *, this customer called in to request to have services moved to a different address It was at this time that this customer was advised of the move fee associated to move services Ultimately, the move order was canceled by customer on September **, [redacted] K [redacted] canceled the move order Subsequently, services were ported out to another carrier on September **, Based on the above Broadview Networks has found no grounds to warrant the waiving of the early termination fees This customer was fully aware that there was an active contractual agreement in which the “Terms and Condition” do state that early termination fees will apply if services are disconnected or ported out prior to the end of the contractual term Based on the history in this account it appears that this customer did not wish to pay the move fee, and therefore, services were ported out to another carrier In an attempt to resolve this matter in an amicable fashion, Broadview Networks has adhered to [redacted] ***’s request to have services ported back to Broadview Networks If services are ported back to Broadview Networks, the early termination fee billed in the amount of $will be credited back however, customer will be responsible for remaining balance as there were no payments made on this account Lisa T*** Complaint #: [redacted] Legal & Regulatory Specialist Date: [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal filed by customer Broadview Networks position remains unaltered, as the account balance owed is valid The supporting documentation attached to customer’s complaint is regarding a separate account which was referenced in Broadview Networks initial response dated June *** While it is customer’s position that they notified Broadview Networks of services not working, we show no such reports Reviewing this account we found that on March **, this customer contacted Broadview Networks Customer Care to make a payment on the subject account, as well as to update credit card information due to credit card information previously provided being expired Customer did not advise during this call that there were any service issues Additionally, Broadview Networks records reflect that on April *, when customer was contacted by a Broadview Networks Collections Representative regarding the reversal of credit card payments customer advised the assisting representative that he had disconnected service in November We found nothing in our system to substantiate this or has customer provided any information to substantiate thisBroadview Networks advises that a customer bears the onus of reporting any service issues that may exist Additionally, a customer bears the onus of requesting the disconnection of any services which they no longer wish to have active Though Broadview Networks does find the balance owed to be valid we are looking to resolve this matter in an amicable fashion In an attempt to do so Broadview Networks has written off the account balance of $150.52, collections activity on this account will be ceased [redacted] [redacted] ** [redacted] [redacted] [redacted]
[redacted] Dispute has been resolved by: November **, 2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that this customer had one (1) telephone with Broadview Networks which ported out to another carrier on January **, This customer continues to receive invoices from Broadview Networks do to long distance calls completing via the Broadview Networks switch This customer’s carrier must program the line correctly on there end and remove Broadview Networks as the long distance carrier, if this is not done long distance calls will continue to complete via the Broadview Networks switch and invoices will continue to generate Broadview Networks does not control the subject telephone number being that we are not the carrier and therefore, we do not have the ability to make any changes to this telephone number Broadview Networks advises that to date we have continuously provided credit for long distance charges generated since the porting out of telephone number however, it is imperative that this customer ensures that there carrier removes Broadview Networks as the long distance carrier in order to correct issue permanently Broadview Networks advises that we find this matter to be resolved, all charges generated for long distance calls has been credited back to this account on a monthly basis In order for this matter to be resolved permanently the customer’s carrier will need to correct on there end.Lisa T*** [redacted] ** [redacted] Legal & Regulatory Specialist [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
[redacted] Dispute has been resolved by: June **, 2016Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we attempted to contact [redacted] via telephone, we reached a voicemail and a message was left requesting a callback.Broadview Networks advises that this customer reported no dial tone on telephone number ###-###-#### on April **, The following day on April **, [redacted] technicians performed a work stoppage Please note, that [redacted] is the LEC involved and therefore, it is there technicians that address service issues on facilities which they own regardless of who the carrier is This work stoppage delayed the repair of this line On April **, this customer ported her telephone number out to another carrier however, [redacted] failed to cancel the dispatch out of a technician Due to the [redacted] technician being dispatched out a fee was billed in the amount of $due to the technician finding that the telephone number associated with the repair ticket was no longer with Broadview Networks.Broadview Networks advises that this fee was billed in error and the entire invoice amount of $has been credited back to this account This account is in closed status and has a zero (0) balance Broadview Networks greatly apologizes for this error and additionally apologizes for the inconvenience posed upon this customer.If this customer requires additionally assistance she can contact me, Lisa T***, at ###-###-####[redacted] [redacted] [redacted] ***
[redacted] Dispute has been resolved by: September *, 2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] Broadview Networks has also reviewed the account associated with this complaint Upon receipt of this complaint we contacted [redacted] via telephone.Broadview Networks advises that when speaking with [redacted] on August **, she advised that all telephones were returned to Broadview Networks in working status However, it is Broadview Networks position that yes the phones were returned however, they were returned damaged, therefore, we are unable to assign these returned phones to another customer Reviewing ‘EXHIBIT A’ which is a picture of the box we received under [redacted] Tracking No [redacted] , this picture was taken as it was received due to the box being opened and within the opening it is clear that there was no packaging material placed within the box by the sender Viewable in the picture is a [redacted] Package which appears to be a package that is used for shipping however, it is not used nor is it meant to be used as packaging material to protect contents of a box Based on this photo it is clear that it would be all but impossible for the subject telephones to have been returned to Broadview Networks in working and presentable condition This being the case it is Broadview Networks position that the fee of $which was billed on invoice dated June *, is valid and will not be waived On invoice dated June *, this customer was also, charged in the amount of $for failing to return an IAD When speaking with [redacted] on August **, she advised that the IAD was returned under tracking number [redacted] [redacted] was advised that we will check inventory on this package and contact her back It was found that the content of the package delivered to Broadview Networks under tracking number [redacted] was in fact an IAD However, the IAD that was returned to Broadview Networks is associated with service which Broadview Network provided to customer at service address [redacted] *** The IAD devices contain serial numbers; the serial number on the returned device was [redacted] This customer was billed for failing to return IAD device with serial number [redacted] which is installed at [redacted] *** Based on the above Broadview Networks advises that we find the balance on this account to be valid The “Terms and Conditions” of the contractual agreement are transparent Reviewing page six (6) of ‘EXHIBIT B’ specifically referencing “Additional Customer Responsibilities” it does state “Customer shall be liable for damage to Company equipment” Broadview Networks is open to possibly offering a settlement agreement for the damaged phones However, the IAD must be returned back to Broadview Networks in order to credit the $equipment fee associated, there will be no settlement offered for that device Broadview Networks has left voicemail messages for [redacted] in an attempt to discuss our findings however, we have not received a call back If [redacted] wishes to discuss this matter further in an attempt to work towards an amicable resolution she can reach out to me [redacted] at ###-###-####[redacted] [redacted] [redacted] ***
[redacted] Dispute has been resolved by: September **, Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted] We have also, reviewed the account associatedwith this complaint Upon receipt ofthis complaint we immediately contacted [redacted] via telephone.Broadview Networks has done athorough review of this account and it is our position that there was nowrongdoing on Broadview Networks part and the account balance owed in theamount of $which includes early termination fee in the amount of$is valid Broadview Networksdenies the allegations made by [redacted] regarding his services not working, asthe attached, call records displays outbound calls were being made by thiscustomer The terms of the contractualagreement (please see ‘EXHIBIT A’) indicates that this was a customer installmeaning the customer would install the phone equipment provided by BroadviewNetworks The terms of the contractualagreement also, indicates that customer will be provided with a training session.what was done and [redacted] did participate, please see email (‘EXHIBIT B’)that was sent to [redacted] following training that was done Following the training being done customerdid not respond to any request to authorize Broadview Networks to port theremain number and therefore they continued to work off of the telephone numbersprovided by Broadview Networks Trainingwas done in on December **, On March **, [redacted] ***spoke with his account manager requesting that a technician be sent to hispremise Due to Broadview Networksshowing that all phones were logged in and working the Project Manager offereda free training session and [redacted] declined please see email communication labeled as‘EXHIBIT C’ Being that the phones werelogged in and we showed outbound calls being made the Project Manager actingfrom an area of expertise felt that a training session would be suffice Had the Project Manager agreed to dispatchout a technician this fee would have been in the area of $therefore, theProject Manager acted from a customer first perspective to avoid customerincurring unnecessary feesUltimately, it is BroadviewNetworks position that we did provide the service which [redacted] ordered andsigned a contractual agreement for Theattached outbound call records labeled as ‘EXHIBIT D’ demonstrate that thiscustomer did have and was utilizing services via Broadview Networks The assigned Project Manager attempted toassist [redacted] with any questions he may have had by offering an additionaltraining for free Broadview Networks isunable to credit the early termination fees and we find the balance owed to bevalid If [redacted] would like Ican assist him with reinstalling theBroadview Networks equipment which he still has at his premise or if [redacted] ***wishes to discuss a settlement agreement he can contact me at ###-###-#### It is Broadview Networks goal to resolve thismatter in an amicable fashion [redacted] [redacted] ** [redacted] [redacted] [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephone Prior to the receipt of this complaint [redacted] 's issues had been resolvedWhen speaking with [redacted] she advised that the issue which led to her filing a complaint with the Revdex.com was a charge of $which she was seeking credit for However, prior to [redacted] being contacted regarding the complaint she had already received a return call from a Manager who did apply the requested credit to her account It was then confirmed that [redacted] required no additional assistanceBroadview Networks advises that though the issue was resolved to customer satisfaction we greatly apologize for the inconvenience which was posed upon [redacted] The charge which she was disputing was associated with a technician visit and therefore, the system automatically generated this charge [redacted] [redacted] ** [redacted] [redacted] [redacted]
[redacted] Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: [redacted] 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 [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephoneBroadview Networks did a thorough review of the repair history associated with this account, we focused on the period of January *, to present Our records indicate that during the time period queried there were a total of six (6) service issues reported on this account Out of the six (6) reported services issues only one trouble was isolated to be on the side of Broadview Networks and resulted in a repair being done by Broadview Networks The remaining issues were isolated to the customer ISP side or customer network side Broadview Networks advises that the most recent reported service issue was regarding issues with faxing which was the reported issue in most of the repair tickets which were opened Broadview Networks advises that the Broadview Networks technician which was dispatched out on June **, isolated the issue to be with the customer LAN The technician advised that the amount traffic on the customer’s network is adversely affecting the performance of the customer’s fax service It was suggested that the customer has the fax line converted to a POTS line As of June **, due to Broadview Networks receiving no response from customer we did make a follow up call to inquire if customer will be converting the fax line to POTS line The customer advised that they will be porting the fax line back to Comcast and will obtain LAN line service via Comcast for this lineBroadview Networks advises that based on the above we find this matter to be resolved Customer’s issues were directly related to ISP which Broadview Networks is not the provider After testing done by a Broadview Networks technician proved issue to be on the ISP side or shall I say be due to network traffic Broadview Networks provided customer with the necessary information to alleviate this issue Lisa T*** [redacted] ** [redacted] Legal & Regulatory Specialist *** [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]
Tell us why here[redacted] Dispute has been resolved by: January *, 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 [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we attempted to contact [redacted] ***, a voicemail was left requesting a callback and we received a callback from his daughter Rebecca.Broadview Networks advises that on June **, [redacted] signed a three year contractual agreement with Broadview Networks for services Services were active with Broadview Networks as of July **, Broadview Networks advises that we find the allegation made in this complaint to be false The Complainant advised that the monthly fee for service was higher then indicated on the contract, however, the first invoice generated was higher due to the fact that Broadview Networks bills for services one (1) month in advance, additionally the first invoice included prorates (charges from start date of service to end of billing period), however, reviewing the first invoice generated (please see ‘EXHIBIT A’) and cross comparing it to the signed contractual agreement ‘EXHIBIT B’ it is clear that this customer was being billed in accordance with rates indicated on the contractual agreement This customer also, alleges that services were not available for a full month, this statement is incorrect This customer had working service with Broadview Networks as of July **, The features which were requested by customer were not immediately added as they were not added until August 10, approximately six (6) days following notification from the assigned Sales Agent that features should be added The features not being added did not have an affect on the customer’s ability to make or receive calls.Researching this account we did find that on September *, this customer called in to request to have services moved to a different address It was at this time that this customer was advised of the move fee associated to move services Ultimately, the move order was canceled by customer on September **, [redacted] K [redacted] canceled the move order Subsequently, services were ported out to another carrier on September **, Based on the above Broadview Networks has found no grounds to warrant the waiving of the early termination fees This customer was fully aware that there was an active contractual agreement in which the “Terms and Condition” do state that early termination fees will apply if services are disconnected or ported out prior to the end of the contractual term Based on the history in this account it appears that this customer did not wish to pay the move fee, and therefore, services were ported out to another carrier In an attempt to resolve this matter in an amicable fashion, Broadview Networks has adhered to [redacted] ***’s request to have services ported back to Broadview Networks If services are ported back to Broadview Networks, the early termination fee billed in the amount of $will be credited back however, customer will be responsible for remaining balance as there were no payments made on this account Lisa T*** Complaint #: [redacted] Legal & Regulatory Specialist Date: [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal filed by customer Broadview Networks position remains unaltered, as the account balance owed is valid The supporting documentation attached to customer’s complaint is regarding a separate account which was referenced in Broadview Networks initial response dated June *** While it is customer’s position that they notified Broadview Networks of services not working, we show no such reports Reviewing this account we found that on March **, this customer contacted Broadview Networks Customer Care to make a payment on the subject account, as well as to update credit card information due to credit card information previously provided being expired Customer did not advise during this call that there were any service issues Additionally, Broadview Networks records reflect that on April *, when customer was contacted by a Broadview Networks Collections Representative regarding the reversal of credit card payments customer advised the assisting representative that he had disconnected service in November We found nothing in our system to substantiate this or has customer provided any information to substantiate thisBroadview Networks advises that a customer bears the onus of reporting any service issues that may exist Additionally, a customer bears the onus of requesting the disconnection of any services which they no longer wish to have active Though Broadview Networks does find the balance owed to be valid we are looking to resolve this matter in an amicable fashion In an attempt to do so Broadview Networks has written off the account balance of $150.52, collections activity on this account will be ceased [redacted] [redacted] ** [redacted] [redacted] [redacted]
[redacted] Dispute has been resolved by: November **, 2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that this customer had one (1) telephone with Broadview Networks which ported out to another carrier on January **, This customer continues to receive invoices from Broadview Networks do to long distance calls completing via the Broadview Networks switch This customer’s carrier must program the line correctly on there end and remove Broadview Networks as the long distance carrier, if this is not done long distance calls will continue to complete via the Broadview Networks switch and invoices will continue to generate Broadview Networks does not control the subject telephone number being that we are not the carrier and therefore, we do not have the ability to make any changes to this telephone number Broadview Networks advises that to date we have continuously provided credit for long distance charges generated since the porting out of telephone number however, it is imperative that this customer ensures that there carrier removes Broadview Networks as the long distance carrier in order to correct issue permanently Broadview Networks advises that we find this matter to be resolved, all charges generated for long distance calls has been credited back to this account on a monthly basis In order for this matter to be resolved permanently the customer’s carrier will need to correct on there end.Lisa T*** [redacted] ** [redacted] Legal & Regulatory Specialist [redacted] [redacted] ***