Metrolina Exchange Corp.

After beginning service our Medical office was billed for a charge not originally agreed upon and records were never provided to verify invoice amountOn 12/05/13 our office set up service with [redacted] from Metrolina who after a lengthy conversation informed me that this was a month to month satisfaction guaranteed service that could be cancelled anytime. An agreement was set up for $29.95 for 130 calls. On 12/15/13 we received an invoice for $76.64 for 320 calls. I immediately called to speak to [redacted] who stated that they had received quite a few calls and if we stayed at what we signed up for would go over. I asked him to provide the logs since we were told that we would receive them daily and never did so that I can go over payables in order to make the upgrade. He never provided the logs and after several attempts to retrieve them I again reached out on 01/08/13 to process invoice and spoke to [redacted] who called me " a liar who did not want to pay my bill". I attempted to explain that the reason I was calling was again to pay my bill and needed the logs to assure the payment amount and he repeatedly yelled at me saying I was nothing but a liar and wanted free service. After a while of this "attempted" conversation I disconnected the call. He then began texting all the doctors in our office that our account was going to collections and our service was disconnected. Since I have attempted to reach someone over him who could assist with our bill with no success. Desired SettlementI would like to make payment for the amount agreed on $29.95 without 1 cent more and fully discontinue this business relationship altogether. Hoping no one else has to endure such brutal treatment.

We keep receiving faxes advertising their service. We keep calling their fax removal number and faxing them back to remove our fax number to no avail.On August 19, 2012 we got their first unwanted fax. We called their fax removal line on August 20,2012 at 2:06 p.m. But we still got another fax on August 31, 2012. On September 11, 2012, we called and spoke with [redacted], who gave us their fax number, and then we faxed a request back to them to discontinue faxing us. On October 24, 2012, November 17, 2012, November 22, 2012,and June 1, 2013, we again received more unwanted faxes, which we called, faxed, and emailed our request to be deleted from their fax list. On November 22, 2013, we again received their fax. We called on November 29, 2013, and spoke with [redacted], requesting that they stop sending us faxes, but got no satisfaction. He told us to call their fax removal line. We told him we had done that already six times, but nothing has changed and we are still receiving their faxes. [redacted] had no response to that. Could you please help us to get us removed from their fax list? Again, we have received a fax advertising their services. We wrote you in November 2013 about them. The complaint number is XXXXXXXX.We want them to stop sending us faxes! We have already filed a complaint with you. We are having trouble accessing the complaint number to see what is happening if anything with our original complaint.Desired SettlementWe want this company to stop harassing us with their unwanted faxes.

putting a very inappropriate message on our office line. It was [redacted], [redacted], bullying & slandering of our company. Very unprofessionalMy name is [redacted] from [redacted] Services. I am sending this complaint re: Metrolina Exchange in NC, which was our companies Answering Service. This Company should NOT be in business. They are VERY UNprofessional. We haven't even been using them for a year & recently we have had complaints from our clients, workerks & office personnel that the people that answer our after hour calls are rude, besides that, we don't even get half of our messages & when we do get them they are very vague. They think that they can determine what is important enough for the call to go through to office personnel. It is not up to them to decide what is or isn't important enough. There's a good reason why they are calling. They have put a voicemail on our machine saying that "we have been disconnected due to non-payment", which is not true, we have paid all of our invoices in full. We then had started transferring our phones to our personal cell phone & last Thurs. evening February 27th 2014 somehow they were able to intercept & calls had been sent to our VP., which I guess they did us a favor because without those calls we would have not known that the calls were not being sent to the correct person. I then had called and asked for the supervisor, which again they tell me that he is not available, so then [redacted] in billing came on & told me that we had overages that were not paid from December 2013 which is not true. He then asked me what exactly did I want them to do for me & I asked again why/how could our phones not be transferring to my cell, he & others in the background litterly laughed at me then put me on hold, then someone picked up again & put me thru to our voicemail which said that we were disconnected due to non-payment. I then hung up & a few minutes later I received a text re: a test message and a few minutes after that I recieved another text saying "Mayday, strange message greeting playing on our office line" so I decided to have my husband call our office and there was a HORRIFIC message saying something in these words "[redacted]. We called 3 times within a 7 minute time frame approx. and then the next time it was back to the non-payment message.THAT MESSAGE THEY HAD PUT ON WAS [redacted], [redacted], BULLYING AND SLANDERING OUR COMPANY.I really would appreciate that you take quick action to our complaint so this doesn't happen to others.Thank you,[redacted]Desired SettlementWe would like to be reimbursed for at least the month of February due to the extreme rudeness that we had to put up with them during that time and rolling our phones over to our personal cell phones. We would also like to sue them for [redacted], [redacted] comment and slandering our company. How ever we have to pursue that, we will. We had a worker stop in to our office yesterday and she was saying that when she called last Wed. or Thur. that she had heard the message about the non-payment. She was a little concerned about whether or not she will be getting paid and if the company was not doing so well. I ensured her that that wasn't the case and that it was bad business and very childish on the answering service part I would appreciate a response promptly. Thank you, [redacted]Business Response Sorry such a late response. The client owed over $100 at the time of being shut off. They were shut off because their payment was not made within 2 months of being billed. We have live people answering the phones at all times, so if someone fails to pay, it means we can't pay the employees. They were made aware that their account was shut off through multiple contact methods, but failed to respond with a credit card. Rather, they deferred by telling billing that they would send us a check in the mail. They never did and they still owe the remaining portion. At the time that they describe these "injustices" against them, there account wasn't even active, so what they are saying is unverifiable and untrue.Business Response Additionally, there was no way for us to change the message on their machine. We don't have any way of changing the outgoing message on another party's phone line.

Metrolina Exchange fraudulently charged our business's credit card without authorization because [redacted] stated that our bill was "past due".In December we enlisted in Metrolina Exchange's answering service. We didn't receive an invoice to our fax being out of commission at the time the bill was received. We received a call about the unpaid bill and I promptly paid over the phone with a credit card for December's bill. At that time, I requested that all bills be emailed directly to me and that a check would be sent for the invoices. I directly stated "we would not like to enroll in automatic credit card deductions, we would like to pay by check." I never signed any documents indicating authorization for future transactions and I specifically said we would not authorize any automatic payments.Metrolina Exchange sent a bill for January via email. The first bill for January on 1/15/2014 I received stated "invoice past due" and it had the incorrect business name. The business name read [redacted] and we are [redacted] I requested a corrected invoice and stated that we would send a check once we received that.I didn't receive a corrected invoice until January 28, 2014 which I assumed was the corrected January invoice since I hadn't received anything from Metrolina since requesting a corrected invoice. The due date said February 14, 2014. The check was put in the mail the first week of February.On February 5, 2014 we received a credit card statement stating that Metrolina Exchanged charged our credit card on January 25, 2014 without any authorization from us. We were given an ACH to fill out when we signed up for this service, but as I stated before, we declined this service, never filled out the ACH paper and I directly told [redacted] that we would not participate in automatic payments, so while we did authorize the December credit card payment over the phone, it was stated that it was the one and only credit card transaction that was approved and that was over the phone, no form was signed. So January's automatic payment was completely unauthorized and without the consent of the cardholder.I called Metrolina Exchange to ask why the card was charged without our consent and was verbally attacked by [redacted]. I explained the situation with the bill and how I had requested a corrected bill and never received it until the end of the month and that we sent a check for that bill. He proceeded to verbally accost me and accuse me of not trying to pay. I asked if I could speak to someone else and I was told "no, and you service is now cut off, find a new answering service." He also pointed out that he had to change our greeting recently and I stated that it was due to the message being incorrect from the beginning. He stated that it will filled out incorrectly on the paper which is incorrect. Simple things such as our address and city were incorrect which I know very well and would not incorrect write on any forms. It was the most unprofessional exchange I've ever had with someone who is trying to conduct business. He said I was accusing him of "doing something dirty" (which it is illegal to charge a credit card without consent) and he hung up on me.I called back to ask him what would happen with the check that we sent to which he responded, "this seems to be important to you, but it is of no importance to me" and I told him that I had the right to know what was happening to the check that was sent to his company to which he responded that telling me what he was going to do with a "hypothetical" check that was sent wasn't a pressing matter to him and he wasn't going to give me any information. I then told him I would report Metrolina Exchange to the Revdex.com to which he replied "I am going to report you, too!" Then he proceeded to forward me to his voicemail in the middle of the call. I was not told what would be done with the check and in fact, I was basically told that my business was not important to him and that I didn't have the right to know what was happening with the check because "it's only $30."Desired SettlementI have never been treated with so much disrespect by another business. Not only did [redacted] think that sending a corrected invoice with the correct business name was of no importance, he was also incredibly rude. Beyond, that he charged our business credit card without any consent or authorization. This whole experience with Metrolina Exchange and specifically [redacted] was awful. I would like to know how the check we sent will be handled as I was not given that information and I would like it to be documented that [redacted] and Metrolina Exchange illegally charged our business card without our consent and authorization.Business Response Is this even a complaint? The card was refunded and the check was cashed because they owed us for January service. The business needs money to operate and they were misusing the service (which, for some odd reason, always happens with people who do not want to pay their bills). How many times do you have to say "illegally" and "unauthorized" before you go into your bank account and check for the refund?It's interesting how you are making all of these allegations... yet our authorization gateway continues to allow us to charge credit cards... almost as if we aren't doing anything illegal or questionable with people's credit cards!Final Consumer Response We were not misusing the service. We were more than happy to pay provided we were billed correctly which in the 2-3 months that we received this "service" we were not. We were given one bill with the correct business name and that was the very last bill.It really doesn't matter if the charge was refunded it's the principle of the matter which is that this business charged a credit card illegally and it was UNAUTHORIZED because they couldn't take the time to bill properly, which would have taken little to no time because all I requested was that the correct name of the business be on the bill as most people require that bills be address to their actual business before paying the bill. How many people would pay a bill not addressed to them? Not many or none.I'm sure your authorization gateway doesn't know your contracts between every business. Most "authorization gateways" just require credit card information in order to process the payment. They don't know if the cardholder is standing right in front of you or if the cardholder has authorized the payment. That's not the job of the authorization gateway, it's the moral, ethical, and LEGAL obligation of the business to ensure that the payments they are taking are authorized. In this particular case, you had our credit card information from a one-time payment. You were told it was only authorized for a one-time payment. We did not fill out the form for ACH and clearly stated we would not be participating in ACH deductions from our credit card. Just because your credit card machine processed the payment doesn't mean it was processed legally. It, in fact, was processed illegally.The refund really doesn't matter because the principle of the matter is that the business was too lazy to issue a correct bill with the correct business name. Therefore, our business refused to pay a bill not addressed to us (which could have been remedied in less than 5 minutes) and illegally charged our credit card.The president of this company is arrogant and unethical, lacks morals, and lacks any kind of legal or costumer service wherewithal to run a business. He has tainted this business name by being a completely unethical and unprofessional individual who cannot appropriately or efficiently handle any type of customer complaint which is probably why his company operates under two different names [redacted]. If you are considering using this service, please research. [redacted]. The threats he has made to numerous businesses.