Reeds Termite & Pest Control - TPCL #11568

Direct Outbound was initially contracted on May 30, with the intent of handling base level support (not higher tier) for KOnline's student registration portal We discussed in all emails and calls that this would be initial level helpdesk support, with all higher level calls being passed on to the internal team Agents were selected as a part of our helpdesk team in order to handle this, and trained Many calls did involve more advanced support, in which case a ticket was entered Startup was delayed, but we set up FTP access for call recordings that were uploaded to our system as well as an email sent confirming this No email was "doctored", however if the email was caught by spam filters it would make sense if they did not receive the login We had re-forwarded the credentials to log in several timesOur higher-level technical support agents were offered, however this is at a different pricing tier Ms [redacted] wanted base level helpdesk, which is what was offered The cost of support was $per month of support Direct Outbound maintains that we provided quality service, and any poorly performing agent was removed from handling KOnline callsDirect Outbound does not sell diet pills of any kind, Direct Outbound is simply a contract customer service and fulfillment center As such, we have included a court order displaying that comments or accusations regarding diet pills and Direct Outbound are defamatoryKOnline has already initiated a chargeback with their bank As such, we are not able to issue any sort of refund until the process is complete through the merchant processor This is a technical limitation through our credit card processor

My apologies for the delay on this, but we wanted to give it time to potentially clear. Our credit card processor does not show an update or withdrawal of the dispute, and still shows it 'under review'. Due to that there's still nothing we are able to do. I've attached a screenshot/.Let me know what I can do to assist.Thank youJohn

Direct Outbound Services LLC considers the matter closed at this time.  The merchant processor and bank determined that Direct Outbound acted in accordance with the contract, and evidence submitted was sufficient to verify this.  Direct Outbound makes every effort to work with all clients to assist their customers in the best way possible, and apologizes that the client feels that this was unsatisfactory.  However, Direct Outbound followed all training material as instructed, provided all recordings, and offered solutions to problems including removing agents the client was not satisfied with.Accusations of "scam" against Direct Outbound have been litigated in Federal court and by court order have been found to be untrue and defamatory.  Thank you

Regarding case #[redacted] for Direct Outbound Services LLC, [redacted], Greenville, SC [redacted], please know I have come to a satisfactory agreement with this business. I no longer wish to file a complaint against this business, so I request that my complaint be deleted and removed as soon as...

possible. Thank you.

Revdex.com:
I have attached a screenshot from the credit card company showing that the charge has been credited to the merchant.  Please follow up with merchant processor.
Regards,
[redacted]

Regarding this complaint from our previous employee, Ms. [redacted]. We received two employment verification forms from [redacted] (I'm guessing that's her new employer) and replied to both. The first time we replied to the first employment verification form was on 2-12-2016, which we had to correct her...

name, social security number and her birth date as they were entered incorrectly on the provided form. The second time we replied to the second fax we received requesting another employment verification form to be filled out and sent back was on 2-17-2016. Both replies were sent to the fax number provided on the given forms, ([redacted]. Both faxes were successfully sent on the dates provided. Also, just to be on the safe side we sent a third reply yesterday before 5PM EST to the same fax number making that 3 forms filled out by us sent over for employment verification for Ms. [redacted]. Please let me know if there is any other information you may need in resolving this matter. Thanks [redacted] and have a lovely afternoon.

Direct Outbound was initially contracted on May 30, 2016 with the intent of handling base level support (not higher tier) for K12 Online's student registration portal.  We discussed in all emails and calls that this would be initial level helpdesk support, with all higher level calls being...

passed on to the internal team.  Agents were selected as a part of our helpdesk team in order to handle this, and trained.  Many calls did involve more advanced support, in which case a ticket was entered.  Startup was delayed, but we set up FTP access for call recordings that were uploaded to our system as well as an email sent confirming this  No email was "doctored", however if the email was caught by spam filters it would make sense if they did not receive the login.  We had re-forwarded the credentials to log in several times. Our higher-level technical support agents were offered, however this is at a different pricing tier.  Ms. [redacted] wanted base level helpdesk, which is what was offered.  The cost of support was $950 per month of support.  Direct Outbound maintains that we provided quality service, and any poorly performing agent was removed from handling K12 Online calls. Direct Outbound does not sell diet pills of any kind, Direct Outbound is simply a contract customer service and fulfillment center.  As such, we have included a court order displaying that comments or accusations regarding diet pills and Direct Outbound are defamatory. K12 Online has already initiated a chargeback with their bank.  As such, we are not able to issue any sort of refund until the process is complete through the merchant processor.  This is a technical limitation through our credit card processor.

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. 
Regards,
[redacted] When I initially filed a complaint with the Revdex.com, the business stated: K12 Online has already initiated a chargeback with their bank.  As such, we are not able to issue any sort of refund until the process is complete through the merchant processor.  This is a technical limitation through our credit card processor.  As such, I decided not to pursue the chargeback so that Direct Outbound would initiate a refund.  Now they are changing their tune. Figures!  What an unethical company.