New Media West

Initial Business Response / [redacted] (1000, 6, 2015/10/02) */ The customer was refunded the $in fees that was taken from her account on 09/03/Funds should have been received by nowThe reason for the charges is due to a delay in the equipment returnThe billing system automatically charges the customer's credit card for unreturned equipment/past due balancesIn this case, the charges were approved on 08/30/and the equipment was logging into the warehouse on 08/31/The request was sent to Billing on 09/02/and completed on 09/03/ Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund of the money that they took out of my account $Although I would like to note that I was not late in returning my equipment the following e-mail was sent to myself as well as other residents Dear Valued Customer, We regret to inform you that effective August 15, television and internet services provided by New Media West to customers at your property will be discontinued All [redacted] Network television set top boxes (standard digital receivers, HD receivers and DVRs) and rented cable modems must be returned to NMWThis includes all television set top boxes and cable modems originally provided by [redacted] Networks Residents must return all equipment to the following address either by the U.SPostal Service or in person: New Media West [redacted] S*h StSuite Tempe, AZ Customers in or near Phoenix can drop off their equipment at the local NMW office during the hours of 7:am and 10:am Monday through FridayAll other locations will need to mail their equipment back to the address above All equipment must be returned by 8/31/to avoid charges Please call NMW Customer Service at [redacted] to obtain a prepaid [redacted] label to send back your equipmentPlease make sure to include all remotes, power cords, and adapters that were provided by NMW We thank you for your patronage Sincerely, The New Media West Team [redacted] The email stated that we had until 8/31/to return equipment so there should not have been a charge for equipmentAlso I don't like the fact that they are trying to make it the customers fault as to why charges were taken out, they were at faultIf they were going to begin to charge for equipment on 8/30/then their email should have stated as such

Initial Business Response / [redacted] (1000, 11, 2015/09/24) */ This customer was emailed a free [redacted] shipping label to return the modemThe modem was received by us on 8/per tracking number XXXXXXXXXXXXThe equipment has been received by us

Initial Business Response /* (1000, 6, 2015/10/02) */
The customer was refunded the $in fees that was taken from her account on 09/03/Funds should have been received by nowThe reason for the charges is due to a delay in the equipment returnThe billing system automatically charges the
customer's credit card for unreturned equipment/past due balancesIn this case, the charges were approved on 08/30/and the equipment was logging into the warehouse on 08/31/The request was sent to Billing on 09/02/and completed on 09/03/
Initial Consumer Rebuttal /* (2000, 8, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund of the money that they took out of my account $Although I would like to note that I was not late in returning my equipment the following e-mail was sent to myself as well as other residents
Dear Valued Customer,
We regret to inform you that effective August 15, television and internet services provided by New Media West to customers at your property will be discontinued
All *** Network television set top boxes (standard digital receivers, HD receivers and DVRs) and rented cable modems must be returned to NMWThis includes all television set top boxes and cable modems originally provided by *** Networks
Residents must return all equipment to the following address either by the U.SPostal Service or in person:
New Media West
*** S*h StSuite
Tempe, AZ
Customers in or near Phoenix can drop off their equipment at the local NMW office during the hours of 7:am and 10:am Monday through FridayAll other locations will need to mail their equipment back to the address above
All equipment must be returned by 8/31/to avoid charges
Please call NMW Customer Service at *** to obtain a prepaid *** label to send back your equipmentPlease make sure to include all remotes, power cords, and adapters that were provided by NMW
We thank you for your patronage
Sincerely,
The New Media West Team
***
The email stated that we had until 8/31/to return equipment so there should not have been a charge for equipmentAlso I don't like the fact that they are trying to make it the customers fault as to why charges were taken out, they were at faultIf they were going to begin to charge for equipment on 8/30/then their email should have stated as such

Initial Business Response /* (1000, 11, 2015/09/24) */
This customer was emailed a free [redacted] shipping label to return the modem. The modem was received by us on 8/21 per tracking number XXXXXXXXXXXX. The equipment has been received by us.

Initial Business Response /* (1000, 6, 2015/10/02) */
The customer was refunded the $904 in fees that was taken from her account on 09/03/15. Funds should have been received by now. The reason for the charges is due to a delay in the equipment return. The billing system automatically charges...

the customer's credit card for unreturned equipment/past due balances. In this case, the charges were approved on 08/30/15 and the equipment was logging into the warehouse on 08/31/15. The request was sent to Billing on 09/02/15 and completed on 09/03/15.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund of the money that they took out of my account $904.00. Although I would like to note that I was not late in returning my equipment the following e-mail was sent to myself as well as other residents.
Dear Valued Customer,
We regret to inform you that effective August 15, 2015 television and internet services provided by New Media West to customers at your property will be discontinued.
All [redacted] Network television set top boxes (standard digital receivers, HD receivers and DVRs) and rented cable modems must be returned to NMW. This includes all television set top boxes and cable modems originally provided by [redacted] Networks.
Residents must return all equipment to the following address either by the U.S. Postal Service or in person:
New Media West
[redacted] S. [redacted]h St. Suite 110
Tempe, AZ 85281
Customers in or near Phoenix can drop off their equipment at the local NMW office during the hours of 7:30 am and 10:00 am Monday through Friday. All other locations will need to mail their equipment back to the address above.
All equipment must be returned by 8/31/15 to avoid charges.
Please call NMW Customer Service at [redacted] to obtain a prepaid [redacted] label to send back your equipment. Please make sure to include all remotes, power cords, and adapters that were provided by NMW.

We thank you for your patronage.
Sincerely,
The New Media West Team
[redacted]
The email stated that we had until 8/31/2015 to return equipment so there should not have been a charge for equipment. Also I don't like the fact that they are trying to make it the customers fault as to why charges were taken out, they were at fault. If they were going to begin to charge for equipment on 8/30/2015 then their email should have stated as such.