MegaPath

Initial Business Response /* (1000, 9, 2015/02/26) */
Received response via email:
Revdex.com Complaint #: XXXXXXXX
Customer name: *** ***
Company Response:
The Company has investigated the Customer's complaint and researched the history of the accountThe Customer had a web hosting
account with MegaPath and remitted payments on auto pay with a Canadian credit cardThe account was closed due to non-payment and sent to a third-party collection agencyThe amount owed at the time of account closure was $No payment was collected on the accountThe Company has removed this account from collections and the collections company has closed the fileMegaPath considers this matter closed

Initial Business Response /* (1000, 5, 2015/10/06) */
The Company has investigated the Customer's complaint and researched the history of the accountThe Company has found the ETF fees charged to the Customer to be invalidThe Company has waived the ETF charges and will credit back to
the CustomerThe credit to the Customer will show on their next invoiceThe Company considers this matter closed
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their billing department confirmed the ETF fee has been creditedThank you

Initial Business Response /* (1000, 9, 2015/02/26) */
Received response via email:
Revdex.com Complaint #: XXXXXXXX
Customer name: *** ***
Company Response:
The Company has investigated the Customer's complaint and researched the history of the accountWhile the Customer has
reported some service outage issues, after each trouble ticket was opened, the issues related to service issues that were Company-related were timely resolvedThe Customer's account history reflects that one trouble ticket was opened due to intermittent outages which the Company determined were caused by Customer's third party internet providerSeveral tickets were also opened regarding Customer's call qualityThe Company responded to Customer and either resolved the user quality issue, if an issue was found, or was unable to identify any call quality issuesWhen the Customer did not respond to our attempts to follon several tickets they were closedThe Company has found no justification in the Customer account history to waive an Early Termination Fee for disconnectionThe Company considers this matter closed
Initial Consumer Rebuttal /* (3000, 11, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MegaPath believes what they want to believeThey think that "service issues that were Company-related were timely resolved"This is falseMegaPath mistakenly cancelled our account twice in one week which led to persistent issues with our phones not receiving calls for several weeksThey kept coming back to us after each "fix" saying all of our phones should now be fully restored, but they weren'tIn addition, MegaPath has refused to acknowledge that a feature of their call recording solution was misrepresented to us as the customerAlso, we have sent MegaPath proof that they ** not have an accurate record of all of our trouble tickets, so whereas they think they've successfully resolved all issues and that those issues were not as severe as we make them out to be, the fact is that MegaPath does not even have an accurate record of our trouble tickets, nor ** they have an accurate perception of how successful they have been in resolving our issuesWe sent them a letter of breach of contract and are cancelling our account effective May 1,

Initial Business Response /* (1000, 10, 2014/05/21) */
The Company has investigated the Customer's complaintOur records do not reflect the information contained in the Customer's complaintMegaPath provided the service as ordered by the Customer; however, most of the trouble tickets
related to the Customer's account involved IP and LAN configuration questions or issues, which are on the customer's side of the service, not caused or created by MegaPath, which provided the basic internet accessMegaPath provided the Customer with assistance with the Customer's network issues to the extent that it could, given that the issues were on the Customer's side of the arrangement and over which MegaPath has no responsibility or actual oversight
Ultimately, however, the Customer chose to cancel its service prior to the end of the contract termUnder the contract, MegaPath charged an Early Termination Fee ("ETF")The Customer disputed the ETF and upon internal review, MegaPath confirmed the validity of the ETFDuring collections efforts, the Customer agreed to pay $to resolve the debt and the Company received the paymentThere are no amounts owed to the Customer based on the mutually agreed resolutionThe Company considers this matter closed
Initial Consumer Rebuttal /* (3000, 12, 2014/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MegaPath breached the contract by not providing 99.99% service promised, and for that reason BioTouch cancelled the servicesAfter canceling the services BioTouch attempted, in numerous phone calls, to fix unjustified $2,charges made by MegaPath's accounting departmentThe MegaPath's representative dealing with our account was out of the office for a long time, and no one else was able to take care of the accounts assigned to that personDuring this period of time, MegaPath decided to send our account to collections for $2,At this point, BioTouch was able to settle the account for $500.00, but this mount includes $overpayment to MegapathThe true amount BioTouch owed MegaPath was $284.77, and for this reason BioTouch would like to get $overpayment refunded
Final Consumer Response /* (3000, 15, 2014/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
MegaPath breached the contract by not providing 99.99% service promised, and for that reason BioTouch cancelled the servicesAfter canceling the services BioTouch attempted, in numerous phone calls, to fix unjustified $2,charges made by MegaPath's accounting departmentThe MegaPath's representative dealing with our account was out of the office for a long time, and no one else was able to take care of the accounts assigned to that personDuring this period of time, MegaPath decided to send our account to collections for $2,At this point, BioTouch was able to settle the account for $500.00, but this mount includes $overpayment to MegapathThe true amount BioTouch owed MegaPath was $284.77, and for this reason BioTouch would like to get $overpayment refunded

Initial Business Response /* (1000, 6, 2014/07/15) */
The Company has investigated the Customer's complaintOur Escalations and Operational teams have worked closely with the Customer to resolve the issues in this complaintThe Company considers this matter closed

Initial Business Response /* (1000, 5, 2015/07/31) */
The Company has investigated the Customer's complaint and researched the history of the accountThe Company does not sell any temporary services and as such the ETF fees are valid for termination of the contract prior to its expiration
The Company has found no justification in the Customer account history to waive an Early Termination Fee for disconnectionThe Company considers this matter closed
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reaching out to the Revdex.com Great Lakes Waterproofing was contacted by *** *** a representative of Mega Path, who called in regards to our accounthe said he was confused by our account because he saw that we wished to put our lines into growth reserve and that there was a note on the account to waive an early termination fessPlease see the email correspondence below
Trouble Ticket Intervention
Acct #: XXXXXXX
Company: *** ***(Great Lakes Waterproofing) Ticket Code: XXXXXXX Ticket Category: NAMS Upgrade: Voice
Action:
***, please ensure the customer incurs no ETF
(XXX) XXX-XXXX, (XXX) XXX-XXXX, (XXX) XXX-XXXX Converted to Growth Reserve as requested
If you have any questions or need assistance, please contact Voice Support XXX-XXX-XXXX option option
Thank you
***
Provisioning Specialist
Voice Service Activations MACD
8:AM - 4:PM Eastern Mon-Fri
To place a service change order, please call or visit http://my.megapath.com
MegaPath
T ***
E ***@megapath.com W http://www.megapath.com/ Voice Data Security
Final Business Response /* (4000, 13, 2015/09/18) */
The Company has investigated the Customer's complaint and researched the history of the accountThe Company does not sell any temporary services and as such the ETF fees are valid for termination of a contract prior to its expirationThe Customer's lines were not cancelled, they were downgraded to Growth Reserve Numbers, which ** not incur any ETF feesThe Customer did not incur any ETF feesThe Company considers this matter closed

Initial Business Response /* (1000, 5, 2014/08/05) */
The Company has investigated the Customer's complaintWe understand that there were issues during the installation process, and we apologize for any inconvenienceHowever, we have confirmed that as of July 23, 2014, the installation
was complete and service has been establishedWe look forward to a good and productive working relationship with the Customer in the futureThe Company considers this matter closed

Initial Business Response /* (1000, 7, 2014/07/02) */
The Company has investigated the Customer's complaintThe contract that the Customer signed identifies that the customer is responsible for providing inside wiring for use with MegaPath's networkThe Company fulfilled our portion of
the contract by installing the Customer's service to the extent we were able to, and the service was activatedThe contract also provides that MegaPath will begin billing for the service after it is turned up by MegaPath irrespective of the status of the Customer's ability to use that serviceAccordingly, MegaPath was correct in billing for the circuit (as MegaPath incurs costs for the circuit dedicated to the customer)Our records do not reflect that the Customer has contacted the Company to cancel her service or to dispute any of the invoices she receivedThe Customer was notified in March that her account was being cancelled for non-payment, and again, we have no record of her contacting the Company to dispute any of the billingOn May 30, 2014, her account was sent to collections for non-paymentThe charges remain valid and the Company considers this matter closed with the Revdex.com
Initial Consumer Rebuttal /* (3000, 9, 2014/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't realize that I was responsible for the inside wiringIf so, I only can be responsible for the inside wiring in my officeI am only one of tenants in the shopping mallI cannot be responsible for the wiring in the mall outside my office
When I signed the contract, nobody told or explained to me that there was a problem or a risk for the mall wiringI never expect the cost of wiringI only expected my monthly costSo, Megapath did not provide any service for my companyTherefore, I don't know why I have to pay for the bill

Initial Business Response /* (1000, 5, 2014/08/29) */
The Company has investigated the Customer's complaintWe tried to address the Customer's speed issues, but could not find the cause on his equipment, or with our modem or networkThe Customer was given the option of talking to our
Sales department and trying to find a different technology that would work at their locationThe Customer failed to do so, and the account was cancelled for non-paymentBecause we could not provide the Customer's desired service, the Early Termination Fee was credited to the accountHowever, the Customer is still responsible for the Monthly Recurring Charges because he failed to cancel the serviceThe Company considers this matter closed
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Simply stated Megapath sold us a internet service which they did not provide the speed that we were paying for from the beginning of the serviceOur business was virtually shut down every other day because we were not able to download or upload even basic Word documentsI called over times to resolve the matter but they could not resolve the matterIt appears that Megapath does not have the bandwidth to provide the services they offer to the public
As a result of this problem our company was forced to go to another service provider for basic internet services which resolved the problem immediately
Now Megapath is trying to charge us for monthly services we did not use and trying to charge us for an early cancelation fee which is completely unacceptable as they did not provide the services promised and we were paying for from day one

Initial Business Response /* (1000, 5, 2014/06/23) */
The Company has investigated the Customer's complaintIn addition to the actions that the Customer listed in his complaint, the Company has also replaced the loop to the Customer's site, and the underlying facility provider (Verizon)
has laid new cabling in the areaOur technical support team has been actively troubleshooting the site and working with Verizon, in addition to sending technicians to the Customer's siteWe have communicated regularly with the Customer during this process, and we continue to work with Verizon to attempt to repair the Customer's service

Initial Business Response /* (1000, 5, 2014/10/29) */
The Company has investigated the Customer's complaint. When the Customer originally signed a new contract that modified her service, a new account was opened while the original account continued to bill. On March 5, 2014, we credited...

all overbilled charges back to the original account, and a credit remained on that account. The new account provided service through a different technology and the monthly charges were higher, as stated in the contract she signed. The credit from the original account has been applied to the balance due for incurred monthly charges on the new account, as well as the Early Termination Fee that was applied after the Customer terminated her contract before it expired. The Company considers this matter closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The company admits to negligence and over-billing on two separate accounts that went on for years. I never signed a new contract, I did however call many times, sometimes weekly for over a year to try and resolve the over-billing.
2. The Company terminated a 10 year account (for two users). This was an account that they admit I was being overbilled for. This resulted in the loss years of emails, contacts and work related documents. I only requested a modification of service to close the phone line, essentially lessening the amount of services provided not adding to them. They know this. I was very clear that I just wanted our email and internet service minus the phone line.
3. Company did not provide the services that were agreed upon. Megapath continued to harass us and over bill us even after March of 2014.
4. I continued to be billed for services we did not ask for.
5. I NEVER signed any new contract that Megapath refers to in this response.
6. I never terminated the account, there were NO SERVICES being provided. They terminated our services.
7. The responsibility of early termination is with Megapath.
8. My requests for back dated bills, emails and recorded and logged phone conversations for the last 10 years had been ignored.
9. I am being harassed by Megapath and their collection agency [redacted]
Megapath's response is inaccurate and fails to address many of the points in the original complaint - such as providing proof of credit for over billing over many, many, many years, addressing shoddy and ill informed customer support, mishandling or our personal and professional emails, causing lost wages and opportunities and recklessly terminating the account. I do not consider this matter closed until Megapath addresses the points made in the complaint. Finally, I believe that I was over billed for YEARS prior to the 2013 - 2014 debacle. I've requested in writing all statements, billing, phone records and any other relevant information regarding our account when Megapath acquired [redacted] to no avail. I'd like a refund of all my payments between the time Megapath acquired [redacted] until they terminated my account with proof of all legitimate charges, all over-charges and for Megapath to absorb all legal fees. I'd like the above mentioned collection agency to cease any further harassment toward me in the form of phone calls, emails and letters. Thank you, [redacted]
Final Business Response /* (4000, 12, 2015/03/11) */
The Company has reviewed the Customer's reply and the information requested is being sent to the Customer directly.
Final Consumer Response /* (3000, 18, 2015/03/24) */
DESIRED RESOLUTION::We would like to be reimbursed for the full amount we were overcharged on our
account(s) We would like copies of all our Megapath statements since Megapath took over [redacted].
We only received copies of our bill for one year 2013 through 2014. Since we were owed a reimbursement in that year, we are concerned about the many years prior so we requested clearly above that we are sent all itemized bills dating back to when Megapatch took over [redacted]. we'd like their billing department, along with our own eyes to give due diligence to ensure we weren't overcharged for years.
We dispute any and all "Early Termination" fees and request that Megapath contact:
[redacted]and instruct them to stop attempting to collect for these fees. We also feel that Megapath should be
responsible for any collection fees, court costs or other charges that Goldman, Evans & Trammell LLC
attempts to collect.
We can't state this enough we were never given our services, which included two email accounts that we had for 10+ years. The was a professional loss that is unmeasurable.
We have started getting emails and phone calls from the below mentioned for an outstanding debt in two different amounts.
[redacted]I stated in my original complaint that we never signed a new contract. This is why it's imperative to receive all email correspondence and all recorded phone conversations with Megapath since they took over [redacted]. We'd also like copies of our service tickets. After doing some research on the company we see there are many such complaints as ours and even a class action lawsuit regarding the misuse of email accounts.
We feel strongly and confidently that we do not owe a termination fee for services that we never received. To get to the heart of the matter we need all of the documentation requested above.
Again we ask for ALL our Megapath statements. ALL of our email exchanges with the company. All our recorded phone conversations with the company. All our service tickets. ALL DATING BACK to when Megapath took over [redacted].
We'd like all contact with Megapath and it's contract lawyers, and all it's employees to stop.
We'd like Megapath to pay themselves what they are owed. We'd like all that.
Thank you,
Tracy
Please let me know if this needs to be more formal or with more documentation. We do not accept the outcome. Please reference out original complaint and please take into consideration the compelling amount of complaints out there in the world about this company.

[redacted]
[redacted]

Initial Business Response /* (1000, 11, 2015/04/28) */
Revdex.com Complaint #: XXXXXXXX
Customer name: [redacted]
Company Response:
The Company has investigated the Customer's complaint and researched the history of the account. The Company has issued a credit and will...

refund back to the Customer's credit card on 4/24/15. The Company considers this matter closed.
Initial Consumer Rebuttal /* (2000, 13, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After months of attempting to talk to MegaPath about the erroneous charges to my credit card, MegaPath finally acknowledged that I was owed a refund, they and issued it on 4/24/15. I have received the refund and am satisfied with the outcome. I consider this matter closed.

Initial Business Response /* (1000, 5, 2014/09/16) */
The Company has investigated the Customer's complaint. We have refunded all charges on the Customer's account, including the Early Termination Fee. The account now has a zero balance and has been closed. The Company considers this...

matter closed.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had to play phone tag for a month and chains of email to get anything done. Absolutely rediculous

Initial Business Response /* (1000, 5, 2015/04/23) */
The Company has attempted to investigate the Customer's complaint. However, the Company is unable to locate the Customer's account with the information provided in the complaint. The Company requests that the Customer provide additional...

information in order for the Company to fully investigate the Customer's complaint (i.e. account number, invoice number and/or any invoice).
Initial Consumer Rebuttal /* (3000, 12, 2015/05/13) */
The cr Megapath refers to in their emails is #XXXXXXX the invoice needing a refund is XXXXXXXX and the account number on the invoice is XXXXXXXX. We just received another billing from them as they can not automatically withdraw money from our account.
Final Business Response /* (4000, 14, 2015/05/22) */
The Company has investigated the Customer's complaint and researched the history of the account. The Customer's account was cancelled on 11/14/2014. The Customer made two payments for services dated after their cancel date. The Company has issued credits for both payments back to the Customer. Company considers this matter closed.
Final Consumer Response /* (4200, 16, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Megapath only reimbursed our company for one month not two. We will consider the manner closed once we received the second reimbursement of $296.86 and stop receiving monthly billings. The one reimbursement of $296.86 was received on 01/28/2015. We received another billing on May 12, 2015 advising us our visa was decline. The visa was declined as we had to close the account because they continued to withdraw money monthly for a service we terminated.

Initial Business Response /* (1000, 5, 2015/03/13) */
The Company has investigated the Customer's complaint and researched the history of the account. The trouble tickets that were opened relating to the Internet and Phone issues were determined to be caused by Customer's Cable provider and...

signal issues. The Quality of Service (QoS) cannot be applied to phones that are running on Cable circuits. The Company worked with the cable provider to resolve the signal issues by replacing wiring on site despite the Cable provider techs being turned away several times by the Customer. The Company's SLAs ** not guarantee Voice Quality when over cable circuits due to the lack of (QoS). The Company has found no justification in the Customer account history to waive an Early Termination Fee for disconnection. The Company considers this matter closed.

Initial Business Response /* (1000, 9, 2015/03/03) */
The Company has investigated the Customer's complaint and researched the history of the account. The Customer has been credited back for early termination fees on the account. Customer's account has been cancelled. The Company...

considers this matter closed.
Initial Consumer Rebuttal /* (2000, 11, 2015/03/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am completely satisfied with the cancellation of the early termination fees. I will also contact my credit card company. Should any further fees be charged to my credit card regarding this closed account, I will resubmit a separate complaint referencing this resolution. Thank you for your assistance in this matter.

Initial Business Response /* (1000, 9, 2015/04/09) */
Received response via email:
Revdex.com Complaint #: XXXXXXXX
Customer name: [redacted]
Company Response:
The Company has investigated the Customer's complaint and researched the history of the account. The Customer's service...

outage was resolved by the carrier performing a replacement of the F2 cable to restore service. The Customer will receive a SLA credit to compensate for the outage incurred between March 9, 2015 and March 18, 2015. The Company has found no justification in the Customer account history to waive an Early Termination Fee for disconnection. The Company considers this matter closed.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A credit for this service outage for 9 days is not sufficient to cover the loss of business as a result of not having available our primary phone lines. We should be able to terminate the agreement with no penalty and purchase service through another provider. This has been a recurring problem and it will happen again in the future if we ** not change phone service providers.

Initial Business Response /* (1000, 5, 2014/05/16) */
We have reached out to the customer directly for further clarifying information and are in the process of resolving this complaint.
Final Business Response /* (4000, 8, 2014/05/23) */
The Company has investigated the Customer's...

complaint. Because there was a delay between when the Company sent the shipping label to the Customer and when the equipment was returned, initially, the Company was not able to track the equipment through the normal shipping system and, therefore, the equipment's status was shown as unreturned. However, as a result of our investigation, we have confirmed that the Customer returned the equipment. We have now credited the account for the returned equipment and the collection efforts were cancelled. The Company considers this matter closed.

Initial Business Response /* (1000, 5, 2014/05/29) */
The Company has investigated the Customer's complaint. The Customer's account has been credited for the charges erroneously accrued after service was supposed to be moved to a new location. The Customer has also been given credit for...

charges billed from January 6, 2014 to April 2, 2014 while installation of service at the new location was pending. The porting process was completed and the installation was complete as of May 23, 2014. The Company considers this matter closed.

Initial Business Response /* (1000, 5, 2014/04/28) */
The Company has investigated the Customer's complaint. On the same day the Customer filed this complaint, and separate from the complaint process, the Billing Department was able to work with the Customer to reconcile the disputed...

amounts with the Customer. As a result of this cooperative effort, the Customer agreed to send payment. His service was restored and the Company considers this matter closed.