Monmouth Telecom

Hello,Please be advised that the signed agreement which the customer acknowledges, states there is an auto renewal as well as the terms required to cancel serviceIt is a regrettable situation when the customer ignores contractual terms or decides signed agreements mean nothingPlease understand this agreement was signed and is legally binding and stands as isHowever, because I do not handle contractual disputes, I would suggest the customer call our office M-F 8:30am-5pm to discuss the matter further with our Contracts Team as they are the ones who handle these cases and work with our corporate attorney for any type of resolution if at all possibleThank you [redacted] Senior Vice President of OperationsMonmouth Telecom [redacted]

Complaint: ***
I am aware what your contract states However, I hold a high opinion and think that most would, it is BAD BUSINESS! It is common knowledge that many businesses do not read contracts thoroughly and it is with this fact that Monmouth Telecom based their decision to put such a shady clause in their contract So instead, we are being held 'hostage' by Monmouth Telecom for the next two years Surely, Monmouth Telecom is able to release us from this clause, but you are opting not to The reason the "Revdex.com" exists is to prevent 'bad' business The manner in which Monmouth Telecom is treating us is not humanitarianno regard whatsoever for their customeronly what is written in their contract ABSOLUTELY ABSURD AND NOT AT ALL 'GOOD' BUSINESS! And by the way, I have contacted your “Contracts Team” as you suggested and they were anything but helpful or cordial… and even hung up the phone on me!Regards,
*** ***

Hello,Please be advised that the signed agreement which the customer acknowledges, states there is an auto renewal as well as the terms required to cancel service. It is a regrettable situation when the customer ignores contractual terms or decides signed agreements mean nothing. Please understand...

this agreement was signed and is legally binding and stands as is. However, because I do not handle contractual disputes, I would suggest the customer call our office M-F 8:30am-5pm to discuss the matter further with our Contracts Team as they are the ones who handle these cases and work with our corporate attorney for any type of resolution if at all possible. Thank you[redacted]Senior Vice President of OperationsMonmouth Telecom[redacted]

Review: I am having an issue with the porting of phone numbers from on carrier to another. My current provider disregarded the first request to release the numbers. A second request was filed and the company refused to release the numbers and have forced me to get new numbers. The provider I am switching from is Monmouth Telecom of Red Bank, NJ [redacted]. My new provider is [redacted] This process has caused me to miss my scheduled install by 5 weeks. Monmouth is trying to force me to sign a new 2 year contract by playing games.

I have been in contact with someone named [redacted] who said he would walk the request through for the porting of the numbers. He even spoke to our [redacted] rep [redacted] [([redacted]] and assured him they weren't holding the numbers and would walk our request through. As of this filing they still haven't released the numbers. If the numbers aren't released tomorrow, I will be forced to cancel my installation date and be without telephone and internet service. This is unacceptable, I deal with emergency responders and especially with this weather we have been receiving numerous calls for emergency service. WE even handle the [redacted] truck fleet for the [redacted] and we need to be available.Desired Settlement: I just want my phone numbers released immediately so I can move on with my new service provider.

Review: Monmouth Telecom is using bad business practices.

On Sept. 25, 2013 our Controller was in contact with them, discussing our desire to reduce the number of telephone lines in our office due to downsizing it. At this time we were told that because we were under contract, we couldn't change our plan. Five days later, Sept. 30, Monmouth Telecom auto-renewed our contract for another two years, even though they were well aware of our desire to change plans. This auto-renewal came without any warning, and effectively forced us into a contract we have no desire to be in.Desired Settlement: We would like for Monmouth Telecom to adjust our contract, to reflect the lower number of phone lines we desire, thusly reducing our cost. Additionally, we would like a refund for the unused phone lines we've been paying for since September. A renegotiation of our contract is desired.

Review: We were in the transition phases of moving our services over to another provider. We properly submitted port cases to move our fax lines to a hosted fax solution. Not only was the case ever acknowledged, but we called in to ensure that our lines would not be disconnected. The numbers in question were crucial fax lines utilized by hospitals all around our local area. After multiple attempts to get the case recognized so the numbers could port out, we could not get assistance. Monmouth ended up disconnecting the numbers even though we asked they did not due to the active case. Not only that, when we called into customer service they refused to help, forward the lines, turn them back on, or even remotely assist unless we agreed to sign a two year term with them. All of this occurred while we had an open port case with them. They used multiple excuses not to acknowledge the request, original and it was finally rejected because the account is not active due to the fact they turned the services off. Now multiple hospitals in the area cannot fax their requests to us and it is severely crippling our business. After multiple calls and attempts for them to turn the lines on or forward them, they stated they would not assist. This request was submitted on May 5, 2015 and requested to transition over on May 22, 2015 and every day or almost every other day Monmouth did not acknowledge the case. We gave them plenty of notice and even contacted the company on May 18th to see why they were not being responsive and to advise them not to cancel the numbers.Desired Settlement: I want them to activate the numbers immediately without signing a contract. I then want them to acknowledge the port out request and release the numbers immediately to the hosted fax provider.

Business

Response:

To Whom It May Concern:Please review the below timeline of events of the customer and their newcarriers attempts to port multiple numbers away from Monmouth Telecom. In thistimeline you will see that Monmouth complied with both the customer's requestto port numbers away, then decide to rescind their cancellation and then onceagain approve the carriers request to take over [redacted] and [redacted] numbers. In the case of the2 numbers this complaint is based upon [redacted], thecustomers new carrier sent a CSR request in on 5/13/2015 and Monmouth Telecomresponded on 5/18/2015 (See Attachment #6). Itshould be noted these numbers were also listed in the CSR sent to the carrieron 4/21/2015 (See Attachment #9) but the carrier choosenot to include these numbers when they took over the customers other numbers on4/29/2015. When the customers carrierfinally sent an LSR request for the 2 numbers in question, they had a requested FOC date of 4 days after thecustomers cancellation date of 5/22/2015 (See Attachment #7) whichwas outlined in Attachment #5 supplied in this response. Monmouth Telecom responded to the new carrierthat the numbers were already disconnected (See Attachment #8). On 6/1/2015I contacted [redacted] to discuss the situation. In a show of good faith MonmouthTelecom re-activated the 2 disconnected numbers the morning of 6/2/2015 to makethem available for the customers new carrier to take. I contacted [redacted] on 6/2/2015and informed him the numbers were re-activated and he was going to becontacting his new provider to submit the request to take those numbers. Monmouth Telecom received the LSR for those 2numbers on 6/2/2014 4:19 PM and was approved for releaseon 6/2/2014 4:37PM. As on 6/3/2014 those numbers are now with the customersnew carrier. At this point we believe this issue has been settled.Timeline:11/24/2014 Monmouth Telecom receivedLSR request forPON: [redacted]ATN: [redacted]DDD: 12/3/2014[redacted]

[redacted]11/24/2014 Monmouth Telecom sent an Expedite Payment Notice (See Attachment#1)11/28/2014 LSR was rejected as "Incorrect address listed on theLSR"12/1/2014 Based on balance due inthe Expedite Payment Notice, customerpaid balance (See Attachment #2)12/2/2014 Carrier sent a SUP requestPON: [redacted]ATN: [redacted]DDD: 12/11/2014Requested Numbers:[redacted]

[redacted]12/4/2014 - Monmouth Telecom sent aFOC back to the carrier, allowing them to take to the numbersPON[redacted]ATN: [redacted]DDD: 12/11/2014Requested Numbers:[redacted]

[redacted]12/11/2014 Customers new carrierthen sent another SUP for those numberPON: [redacted]ATN: [redacted]DDD: 12/22/2014Requested Numbers:[redacted]

[redacted]12/22/2014 We received a letter from [redacted] Schenkman requesting that his service not becancelled and not make any changes to existing service. (See Attachment #3)12/22/2014 Monmouth Telecom sent a letter to thecustomers new carrier based on the email from [redacted] Schenkman. (See Attachment#4)1/6/2015 Carrierresent the old LSR Request1/8/2015 Monmouth Telecom responded to the 1/6/2015requestRejected----> Due Date has passed. Customer not porting out.4/22/2015 Monmouth telecom receiveda new LSR RequestPON: [redacted]ATN: [redacted]DDD: 4/29/2015Requested Numbers:[redacted]

[redacted]4/22/2015 Monmouth Telecom sent a letter to [redacted] and Prosthetic(See Attachment #5)that their request to port services to another carrier date 4/22/2015 serves astheir 30 day cancellation notice. In addition, it states that Monmouth Telecomwill not provide any short-term extensions of services beyond that point and ifthe customer wishes to extend any services with Monmouth telecom beyond5/22/2015, they would be required to sign a two (2) year contract.4/28/2015 Monmouth Telecom sends aFOC back to new carrier so those numbers are now available to be taken by the [redacted]new carrier4/29/2015 Numbers are taken by thenew carrier.5/13/2015 ReceivedCSR Request from new carrier.Requested Numbers: [redacted]5/18/2015 - CSR Sent (See Attachment#6) to new carrier5/20/2015 LSRrequest sent with a FOC of 5/26/2015 which is beyond the cancellation date of5/22/2015 sent to Monmouth Telecom (See Attachment #7)PON: [redacted]FOC: 5/26/15Requested Numbers:[redacted]5/27/2015 Monmouth Telecom respondsto the new carrier that the lines have been disconnected. (See Attachment #8)

Review: We have received terrible service from Monmouth Telecom. I called Monmouth Telecom, to inquire how to cancel service and was told to send an email to [redacted] at the appropriate time before contract renewal date (which is unsigned by Monmouth). On behalf of firm, I sent the notice within the appropriate time. Now, they acknowledge receipt but have advised that it was not in appropriate form and should have been sent by cert mail. Yet, they didn't notify us that it was not in appropriate form. Supposedly, they record their calls, but they are unable to locate the call where I received the instruction to send an email. We have experienced numerous dropped calls. We are a law firm and calls are an integral part of our business. We need to be released from contract. [redacted] VP of Sales, said there's nothing he can do and that we will need to wait until next contract renewal period. They replaced the modem, but that didn't cure the problem.Desired Settlement: We would like to terminate our business relationship with Monmouth so we may move forward with another vendor for better service. This is urgent!

Business

Response:

The customer has a history of dropped calls during mid conversation. Monmouth Telecom noted the majority of calls the customer reported were disconnected at the customer premise. This suggests that either the Monmouth Telecom circuit, channel bank or the customer's phone system/wiring is at fault. Monmouth Telecom has replaced our equipment 2 times (different equipment manufacturers) even though our equipment was verified as to not having trouble. Monmouth Telecom also tested the circuit numerous times and monitored for any issues. The test results and monitoring show no problems with the circuit or equipment. We advised the customer that the problem lies with their phone system equipment or internal wiring, both of which are not the responsibility of Monmouth Telecom. The customer refuses to accept our position and feels our expert diagnostics and fact finding are insufficient proof the problem is not with Monmouth Telecom. Monmouth Telecomhas gone above and beyond normal expectations of support and servicetrying to determine the cause of the customer's issues. Monmouth Telecomfeels we have successfully determined the drop call issue as being caused byeither the customer's PBX system or internal wiring. Concerning the contract cancellation, this is currently in the hands of our corporate attorney as the customer is under contract.If the customer wishes to cancel their service, they can speak with our Contracts Teamto discuss early termination fees otherwise we will continue to provide quality support and service.Thank you[redacted]

Review: In February of 2013, our company, [redacted]., entered into a two-year service agreement with Monmouth Telecom due to expire on April 2, 2015. We just informed Monmouth Telecom that we would like to cancel our service with them. We were never told that we would need to cancel our contract 60 days prior to the expiration date OR it automatically renews! It does in fact state this in the agreement we signed, but who ever heard of such an absurd clause?! So, because we did not give the advance 60 days notice, our contract has already renewed, and in order to cancel our service, we would be responsible to pay for the next two years of service, or $9,755.58!Desired Settlement: We would like to cancel our service with Monmouth Telecom as of our cancellation on record, or 4-2-15 ... NOT 4-2-2017 according to their renewal policy!

Business

Response:

Hello,Please be advised that the signed agreement which the customer acknowledges, states there is an auto renewal as well as the terms required to cancel service. It is a regrettable situation when the customer ignores contractual terms or decides signed agreements mean nothing. Please understand this agreement was signed and is legally binding and stands as is. However, because I do not handle contractual disputes, I would suggest the customer call our office M-F 8:30am-5pm to discuss the matter further with our Contracts Team as they are the ones who handle these cases and work with our corporate attorney for any type of resolution if at all possible. Thank you[redacted]Senior Vice President of OperationsMonmouth Telecom[redacted]

Consumer

Response:

Review: [redacted]

I am aware what your contract states. However, I hold a high opinion and think that most would, it is BAD BUSINESS! It is common knowledge that many businesses do not read contracts thoroughly and it is with this fact that Monmouth Telecom based their decision to put such a shady clause in their contract. So instead, we are being held 'hostage' by Monmouth Telecom for the next two years. Surely, Monmouth Telecom is able to release us from this clause, but you are opting not to. The reason the "Revdex.com" exists is to prevent 'bad' business. The manner in which Monmouth Telecom is treating us is not humanitarian.... no regard whatsoever for their customer... only what is written in their contract. ABSOLUTELY ABSURD AND NOT AT ALL 'GOOD' BUSINESS! And by the way, I have contacted your “Contracts Team” as you suggested and they were anything but helpful or cordial… and even hung up the phone on me!Regards,