Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
This letter is in response to your letter dated January 23,regarding a billing issue on customer's accountOn December 2, the customer called in stating she was having Internet troubleA trouble ticket was generated and our Technician went out on the call within hours of the initial callAfter trouble shooting and changing out the modem, the customer's computer could still not access the internet, but the tech's laptop did workThe tech informed the customer it had to be something with her computerThe tech explained to the customer there would be a charge and at that time, the owner and a friend of the customer, asked the tech to wait so the friend could go get a different computerHe returned with a computer that he was able to access the internet on as wellThe customer was billed $for a half-hour, the time the tech was there troubleshooting the problem that turned out to be with customer owned equipmentOn January 2, the customer called regarding the $charge on her billAfter checking with the Plant Manager, the customer service rep called the customer back explaining the chargeShe said she was going to fight the charge because she said she was told there wasn't going to be a charge and proceeded to hang up on the CSROn January 22, the customer's daughter called to discuss the charge and wanted to talk to someone about getting the charge removed from her mother's accountBecause of Customer Proprietary Network Information rules (CPN]) she was told we couldn't discuss her mother's account with her as her name was not listed as an authorized userThe customer's daughter called several times and was very rude, threatening and swore at Ntec employeesThe General Manager did return calls to the customer, the account holder, and told her the charge would stand and we would not remove it from her accountOn January 26,the customer's daughter called me, the General Manager, to give me one more chance to remove the charge before reporting our company to the Revdex.comI explained I couldn't discuss her mother's account, but the charge would remain on the accountOn January 27,the amount in dispute was paid in fullIf you have any questions or comments on this incident, please contact me at [redacted] Sincerely, General Manager
This letter is in response to your letter dated January 23,2015 regarding a billing issue on customer's account.
On December 2, 2014 the customer called in stating she was having Internet trouble. A trouble ticket was generated and our Technician went out on the call within...
2 hours of the initial call. After trouble shooting and changing out
the modem, the customer's computer could still not access the internet, but the tech's laptop did work. The tech informed the customer it had to be something with her computer. The tech explained to the customer there would
be a charge and at that time, the owner and a friend of the customer, asked the tech to wait so the friend could go get a different computer. He returned with a computer that he was able to access the internet on as well. The
customer was billed $37.50 for a half-hour, the time the tech was there troubleshooting the problem that turned out to be with customer owned equipment.
On January 2, 2015 the customer called regarding the $37.50 charge on her bill. After checking with the Plant Manager, the customer service rep called the customer back explaining the charge. She said she was going to fight
the charge because she said she was told there wasn't going to be a charge and proceeded to hang up on the CSR. On January 22, 2015 the customer's daughter called to discuss the charge and wanted to talk to someone about
getting the charge removed from her mother's account. Because of Customer Proprietary Network Information rules (CPN]) she was told we couldn't discuss her mother's account with her as her name was not listed as an
authorized user. The customer's daughter called several times and was very rude, threatening and swore at Ntec employees. The General Manager did return calls to the customer, the account holder, and told her the charge
would stand and we would not remove it from her account.
On January 26,2015 the customer's daughter called me, the General Manager, to give me one more chance to remove the charge before reporting our company to the Revdex.com. I explained I couldn't discuss her
mother's account, but the charge would remain on the account.
On January 27,2015 the amount in dispute was paid in full.
If you have any questions or comments on this incident, please contact me at [redacted]
Sincerely,
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
This letter is in response to your letter dated January 23,regarding a billing issue on customer's accountOn December 2, the customer called in stating she was having Internet troubleA trouble ticket was generated and our Technician went out on the call within hours of the initial callAfter trouble shooting and changing out the modem, the customer's computer could still not access the internet, but the tech's laptop did workThe tech informed the customer it had to be something with her computerThe tech explained to the customer there would be a charge and at that time, the owner and a friend of the customer, asked the tech to wait so the friend could go get a different computerHe returned with a computer that he was able to access the internet on as wellThe customer was billed $for a half-hour, the time the tech was there troubleshooting the problem that turned out to be with customer owned equipmentOn January 2, the customer called regarding the $charge on her billAfter checking with the Plant Manager, the customer service rep called the customer back explaining the chargeShe said she was going to fight the charge because she said she was told there wasn't going to be a charge and proceeded to hang up on the CSROn January 22, the customer's daughter called to discuss the charge and wanted to talk to someone about getting the charge removed from her mother's accountBecause of Customer Proprietary Network Information rules (CPN]) she was told we couldn't discuss her mother's account with her as her name was not listed as an authorized userThe customer's daughter called several times and was very rude, threatening and swore at Ntec employeesThe General Manager did return calls to the customer, the account holder, and told her the charge would stand and we would not remove it from her accountOn January 26,the customer's daughter called me, the General Manager, to give me one more chance to remove the charge before reporting our company to the Revdex.comI explained I couldn't discuss her mother's account, but the charge would remain on the accountOn January 27,the amount in dispute was paid in fullIf you have any questions or comments on this incident, please contact me at [redacted] Sincerely, General Manager
This letter is in response to your letter dated January 23,2015 regarding a billing issue on customer's account.
On December 2, 2014 the customer called in stating she was having Internet trouble. A trouble ticket was generated and our Technician went out on the call within...
2 hours of the initial call. After trouble shooting and changing out
the modem, the customer's computer could still not access the internet, but the tech's laptop did work. The tech informed the customer it had to be something with her computer. The tech explained to the customer there would
be a charge and at that time, the owner and a friend of the customer, asked the tech to wait so the friend could go get a different computer. He returned with a computer that he was able to access the internet on as well. The
customer was billed $37.50 for a half-hour, the time the tech was there troubleshooting the problem that turned out to be with customer owned equipment.
On January 2, 2015 the customer called regarding the $37.50 charge on her bill. After checking with the Plant Manager, the customer service rep called the customer back explaining the charge. She said she was going to fight
the charge because she said she was told there wasn't going to be a charge and proceeded to hang up on the CSR. On January 22, 2015 the customer's daughter called to discuss the charge and wanted to talk to someone about
getting the charge removed from her mother's account. Because of Customer Proprietary Network Information rules (CPN]) she was told we couldn't discuss her mother's account with her as her name was not listed as an
authorized user. The customer's daughter called several times and was very rude, threatening and swore at Ntec employees. The General Manager did return calls to the customer, the account holder, and told her the charge
would stand and we would not remove it from her account.
On January 26,2015 the customer's daughter called me, the General Manager, to give me one more chance to remove the charge before reporting our company to the Revdex.com. I explained I couldn't discuss her
mother's account, but the charge would remain on the account.
On January 27,2015 the amount in dispute was paid in full.
If you have any questions or comments on this incident, please contact me at [redacted]
Sincerely,
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]