Metropolitan Telecommunications Corp.

Review: My firm has paid up to date all monies owed. Mettel, has refused to unsuspend our telephone lines, the firm has no service for 7 day as of today, they did not credit the money we paid, its their internal issue while we suffer. thank youDesired Settlement: to unsuspend our cell phones lines so that we can conduct business.

Business

Response:

To whom it may concern,I spoke with the customer and was told that the matter has been resolved, the complaint was filed mistakenly and that they are withdrawing it.Please let me know if I can be of further assistance in this matter.Best regards,Barry F[redacted]

Review: I am writing on behalf of my mother. She is 86 years old and have a severe case of [redacted]. In addition she lives at Section 8 appartment and her only sourse is SSI. October **, 2014 her telephone stopped working. We contacted Mettel 10/**/14 regarding the issue. As per representative, it will take some time to fix it due to cables need to be chnaged and they are [redacted] property. After several days of waiting, we contacted mettel again due to telephone is not working. Again we were told that nothing has to be done due to damaged equipment that belongs to [redacted], they can not do any repairs we just have to wait till they contact [redacted], and [redacted] is going to fix it. Same day I contacted [redacted] and switched to them. [redacted] advised me that order service number would be system generated which confirmed that [redacted] took over the account and theyy should automatically cancel their service. After that we received and paid a bill from Mettel in the amount of $21.78 which we assumed was the final bill. When we received another bill, we contacted Mettel again, asking to coancel the service. But only after they received "LOL" form in January they finally cancel the service. I called them several times trying to remove the charges and asked them to prorate the bill that was already paid and reimburse my mother. Due to miscommunication between [redacted] and Mettel my mother was charged twice for the same line. She was charged regular (not discounted) amount from [redacted] (she is eligible to [redacted] service as she is a low income person, but as per Federal regulation she can not have it twice for the same househould and person, and formally she was still Mettel customer).Desired Settlement: The bill in the amount of $21.78 should be prorated and service charges from October **, 2014 should be reimbursed. And all the remaining charges should be waived.

Business

Response:

To whom it may concern,After reviewing the matter we have credited the customer's account in the amount of $60.00 as requested by the customer. Please let me know if I can be of further assistance.Best regards,[redacted]

[redacted]MetTel

Billing department is terrible. Mistakenly charged us over $4000 from another customer's account and took over a month to finally send a check after repeated calls. Now charged us over $10,000 for early termination when we just changed phone numbers. Still waiting for refund - been almost a month again. Can't wait to get out of contract with them.

Review: Over the past eighteen months my service with Mettel was constantly malfunctioning. When I would call in for service they would dispatch people in a very slow manner, then charge extremely high fees and then the problem would come back almost immediately. Due to the nature of our business we rely heavily on our phone and fax machines which made it difficult for us to conduct our business properly and because of the high fees and their inability to resolve issues we stopped calling them as we felt like they did not want to fix our issues that it was beneficial for them to keep charging us for the repairs. We have since gone to another carrier and the service has been flawless which makes me very suspicious of Mettel. After I notified Mettel that I had no choice but to switch Vendors they added call forwarding and a number of other services to our bill without authorization. In addition I tried before I switched vendors to deal with Mettel and told them my concerns to have it only fall on deaf ears with the threat of being a contract with them. They were trying to intimidate me and it is that reason I made the decision to seek a new carrier. After the switch I spoke to Kyle and tried to workout a fair solution and he told me Mettel feels since I broke the contract they will not budge on the $3,290.40 they are claiming we owe for terminating the account. This for me is a last resort.Desired Settlement: I should not have to pay anything to Mettel. I tried in vain to workout something fair and they rejected it.

Business

Response:

Re: Complaint ID [redacted] To whom it may concern, After reviewing the complaint please allow me to put the matter in perspective.For more than 6 years MetTel provided service to [redacted]. After becoming a MetTel customer in June 2008, [redacted] twice renewed its contract with MetTel, once for a term of 24 months and then for a term of 36 months. The last contract is a valid contract in effect until 2/**/16. Please see attached copy. In 11/**/14 [redacted] began to port their lines away in violation of the current valid contract. All lines were ported away by 12[redacted]/14. The recent issues complained of were no fault of MetTel’s and MetTel made best efforts to restore service as fast as possible. Being a reseller of services, MetTel does not have complete control over the repair process but relies on the underlying carrier, like [redacted], to repair the lines. MetTel works closely with the underlying carrier to make sure the repairs are handled as quickly and professionally as possible. MetTel regrets that [redacted] chose to port away its lines with a valid contract in place. However, it is our policy to enforce our contracts and we will pursue both the Early Termination Fees due as well as the unpaid balance for services rendered. Please let me know if I can be of further assistance in this matter. Bestregards,[redacted]

[redacted]MetTel

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The reason as previously stated that we moved our lines away was because our business was suffering and Mettel was unable and unwilling to correct the issues for a duration of more than a week. If this was not intentional, why do my phone lines work perfectly now. I invite the Revdex.com and Mettel to come to my office and see for themselves. I renewed the contracts as Mettel stated because their service was not affecting my business at the time. Mettel points out that they are a reseller of services and don't have much control over repair process... That being said it was Mettel who was charging us for the costly repairs. Mettel states that they work closely with the carriers to expedite the repair process as quickly as possible. The fact of the matter is that is not true. We had far too many instances where we had no dial tone, no fax and and could not run our business at all let alone efficiently. Every instance we called for services we were treated as if we were of no priority, with each phone call be taken by a different person and or returned by a different person and this was often within the same day and at times within in minutes of one call to the next, whereby we would have to start from scratch as to explaining the situation. Most of the time our complaints were not addressed until the following day or two later which is unacceptable for a small business trying to survive in today's competitive business climate. This is a big company with no regard for a small company who used scare tactics by harassing my staff with phone calls when they got wind of us leaving which we had no choice but to do. As previously mentioned Mettel also illegally added unauthorized services to our bills after they were alerted they would be losing our business not to mention they blocked the new carrier taking control of the lines properly. The new carrier mentioned that this is not uncommon for Mettel to do. The fact of the matter is in my opinion it was Mettel who breached this contract because of their inability to provide us with basic phone service. We have the most basic of phone systems so there is no excuse for Mettel to not be able to provide service. We stopped calling for service because of the lack of care on Mettel's part and their lack of ability to have it corrected. We suffered for a long time before we made the decision to leave Mettel.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern,We are in settlement discussions with [redacted] and making good progress. We hope to reach an agreement shortly.Please let me know if I can be of further assistance in this matter.Best regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].The issue is not resolved as of yet. But as indicated from Mettel we are working towards a resolution.

Sincerely,

Review: As an employee of the USDA Forest Service I am living in Government housing with phone service provided by Century Link through Mettel. On Sunday, November **, 2015 I discovered that our telephone service was not functioning. I reported this outage at my first opportunity on Monday, November ** to Century Link and was referred to Mettel, the service that handles telephone issues for the USDA. The outage was given ticket #[redacted]. I followed up with telephone calls to Mettel on December [redacted] and [redacted] each time being told that a "cable was out" and receiving assurances that the issue would be resolved by 4PM the same day. I was unable to follow up on Friday, December [redacted] as I was hospitalized for surgery. By the weekend there was still no service available at home and without service I was unable to inquire as to the status of the repair. Monday, December [redacted] I called Mettel again and was told (again) that there was a "cable out". The agent told me I would be contacted that day with an update; the promised update did not occur. This morning I called again and was promised another update from management, which has not yet occurred. I am currently recovering from eye surgery and will be scheduled for another surgery during the next week. Earlier this year I had a [redacted] surgery and without telephone, living in a remote area, if there should be any medical problems I will be unable to call for help. That nothing seems to have been done to restore service paid for by the USDA in some ten days is unacceptable and that promised updates have not been provided by Mettel is intolerable. I am concerned for my health and am getting no response from Mettel. Please look into this deplorable lack of service.Desired Settlement: Telephone service needs to be restored immediately and updates on this progress provided to me in a timely manner.

Consumer

Response:

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,