MTCO Communicatons, Inc.

January 9, Revdex.com Dispute Resolution Department NUniversity StPeoria, IL In regards to complaint ID# ***/*** *** On December 15th MTCO released *** an *** *** from their contract with no early termination fees*** and *** *** were free to get service
from any of the other providers in the area including ***, which is available at their home addressMTCO made this decision based on the dealings with *** and *** *** between 11/27/and 12/6/*** and *** *** obtained service with MTCO starting on 2/6/Between Between 2/6/and 11/27/there was trouble ticket opened on their account which was on 7/31/after a note was found on their bill that said "Your Cable & Internet has been out weeksYour IT Dept SUCKSHelp Us." A tech remotely viewed their account, and it appeared the connection and services were working as they shouldcalls were made and an email was sent to the contact information we had on their accountThe calls and emails were never returnedWe finally closed the ticket on 8/10/We did not receive any other complaints from them until 11/27/Upon notification that they called in on 11/27/12, we have consistently worked to try and resolve any service issues they were havingThey called in and spoke with a phone tech that reviewed and checked their line on 11/27/at 3:p.mSince then we have spoken with them multiple timesOn 11/29/on of techs had a lengthy conversation with ***On this conversation many things were mentioned by *** in regards to them having been working with our office for months and she claimed we told her that we would be issuing them credits on their billWe found no evidence of thatWe use our billing software to track anytime a customer contacts us in any wayOur staff has been trained to note accounts, and/or open trouble tickets whenever a customer calls with any kind of an issueThe tech who spoke to *** reviewed the account history and did not see any trouble tickets or activity notes to verify that anyone in our office offered a credit to their bill or that they talked to anyone other than the techs and customer service reps already mentioned in the above descriptionThe tech asked her to please give us the dates these contacts were made and we would go back to our phone recordings to see what she would have been told and by whomThe tech let her know he would check back in a couple of days to make sure everything is still ok(Each time the customer had called the service was working and each time we went out on free service calls the service was working.) Also, in regards to our recorded calls, we did listen to each recorded call we have on file between MTCO and the ***s and never did an employee or a manager "yell" at either of the ***sOn 12/4/they called in reporting that the internet was not workingThe tech looked at their connection and noticed the Ghz wifi SSID was changed to "were watching you"This could only have been changed by one of our techs or someone locally connected to their network*** later admitted that his wife had changed itThe 5Ghz SSID was still the same and showed one device connectedThe tech changed the Network back to the correct SSID and then it showed her phone was connectedShe still claimed it wasn't workingThe tech went out to their house at no charge to the customer to verify it was workingHe connected his phone to the network right away and ran a sped test, and it tested goodAt some point *** mentions that their service been "hacked"Again, there was no evidence of thisEvery time their connection was checked, the only devices shown connected were their ownAs mentioned above, the phone tech even changed their SSID and wireless passwords for them, which is all MTCO can do to prevent an unwanted device from having access to their networkAfter these few days , it quickly became clear tat it was going to be difficult to deal with this customerThey complained that nothing worked, and concentrated more on getting credits to their bill rather than helping us figure out what the issues wereConversations would jump from one topic to another, and were filled inconsistencies and falsehoodsWords were twisted and manipulated into making the previous MTCO employee who had talked to them look bad, all in an attempt to gain sympathy.The "better" package they are referring to in the Customer's Statement of the Problem is an Internet only package that their neighbor hasThe ***'s package includes Internet and TVAs for what service the customer was offered, when *** called in for service, he was asked exactly what he was interested inhe stated Internet and TVSo the Customer Service representative would have explained and answered any of his questions and quoted him our Bundled TV & Internet serviceHe was getting the 30M speed that comes with that package that he opted forWe do have and Internet only package available, but he had requested TV service as wellAll of our services and pricing are listed on our website at www.mtco.com.The last communication with the ***s came on 12/6/when *** claimed that one of our techs was getting overzealous with his wife during an onsite service call and he stated that he didn't appreciate itThe tech who was accused has been a model employee for the years he's been employed at MTCO, and not once has his integrity or professionalism been questionedThis is when we felt it was time to allow the ***s to find a different provider of servicesIt was clear that we were not going to be able to satisfy this customer and we felt tat our employee's and company's integrity was in jeopardy. MTCO provided the service that was promisedIt was clear that without giving them unjustified credits to their bill, there was no way to make the ***s happyEmployee safety was also a concern with the accusations being made.MTCO strives to give excellent service and customer service to make our customers happyWe just couldn't make that happen with *** and *** ***.Sincerely,*** ** ***, MBADirector of Sales and MAkretingMTCO Communications***
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Initial Business Response /* (1000, 7, 2015/09/30) */
September 25, 2015
MTCO Communications
By [redacted] CFO
Response to complaint filed with the Revdex.com by [redacted] had Internet service installed at her residence in Washington, IL on May 7, 2015. We offer a one-year...

contract which includes a $10/month discount for the service, free installation and a $50 rebate on the purchase of a wireless router. At the time she ordered service, Mrs. [redacted] mentioned to our customer service representative that she had concerns about signing a one year agreement because she only had a 6-month lease on the apartment, as she was planning to buy a new house in Metamora or Washington. She was offered a month to month contract that would be $10 more per month, and she would lease the router for $7.50/month rather than buying the router, and she would pay the $150 installation fee. She was also told that if she chose to sign a one-year agreement and she moved to a location where we provide service, the contract would carry over to the new location. If, however, she moved to a location where we do not offer service, she would have to pay an early termination fee of $250. She opted for the one-year agreement and accepted free installation and received the $50 rebate/credit toward the purchase of a router, as well as a lower monthly fee for the service.
A few months after being installed, Mrs. [redacted] called to have her service moved to a new location where she had purchased a house. The new location was in East Peoria, in a location where MTCO does not provide service. She was reminded that she would have to pay the early termination fee on the one year contract she signed. The contract cannot follow her to her new location because MTCO does not service that area. We have tried to contact her multiple times to come to a resolution and our calls are not returned. We have offered to waive the early termination fee, and instead charge her only the $150 for the installation. Because Mrs. [redacted] was given the option of the one year contract which includes several discounts, or a month to month that does not include the discounts but does allow a customer to disconnect at any time without penalty, MTCO feels it is appropriate for her to at least pay for the installation of her service that she received for free by opting to sign a one year contract, with full knowledge of the terms and conditions of the options given to her.