Resolute Partners

Complaint ID#:
***
Company Name:
Resolute Partners LLC
Company Contact Name:
*** ***
Company Contact Phone:
###-###-####
Company Contact Email:
***
Consumer's Name:
*** ***
Revdex.com Staff Member (if you know):
*** ***
Complaint Information:
The plan purchased by the customer was a recurring call to cancel planWhen the request for the cancellation is received the billing is immediately cancelled for the customerThe initial call for the cancellation of the plan’s billing was received 10/12/14, and the billing for the plan was immediately cancelledDuring the call, the customer stated that he thought he cancelled onlineWe do not have online cancellation abilities and the purchased plan clearly states the plan was a “Call to Cancel” planAn email was sent to the customer 10/and 10/requesting documentation of a previous call for cancellationWe received no responseAs a courtesy, we have issued a one month courtesy refund 10/20/for the customer’s inconvenience

There was an equipment issue at
this location which has since been remediedThe customer was refunded the full
purchase price of the service and is an active customer once again

The plan purchased is
a
recurring call to cancel plan which can be cancelled at any time for any
reasonThe customer called and cancelled his billing on 6/29/15, and the
billing was cancelled at this timeThe customer was refunded his last billing
on 7/5/for the service issues experiencedThe customer continues to use,
and we are investigating the service issues experienced for this location

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are addressing the service complaint and identifying
solutions for the service issue this customer is experiencingWe have refunded the last month of service for this customer

Our technical support reached out to the customer and resolved the customer’s concern. We found the customer needed assistance in connecting two devices to the service simultaneously and was uncertain of the process. By the end of call, the customer was able to use with success. A 25% courtesy refund was issued today, 9/21/15, and should be posting to the customer’s account in the next couple of business days.

sans-serif">Complaint ID#:
[redacted]
Company Name:
[redacted]
Company Contact Name:
[redacted]
Company Contact Phone:
[redacted]
Company Contact Email:
[redacted]
Consumer's Name:
[redacted]
Revdex.com Staff Member (if you know):
[redacted]
Complaint Information:
The customer did occasionally purchase our $34.95 30 Day Only plan from 8/24/13 – 4/1/14. On 5/1/14, the customer purchased our $29.95 Annual plan that is billed each month. The plan has actively billed since purchase and the account has been actively used. In order to break the annual commitment for the purchase, we allow customers to send in orders upon receiving them for PCS, TDY, or exiting the military. Orders were requested per terms and conditions of the purchase. As a courtesy, we have gone ahead and cancelled the billing for the customer.
Sent on:
2/25/2015 12:10:20 PM

This customer has received a full refund as requested and was issued by us prior to the origination date of this complaint. [redacted] does experience planned power outages as scheduled by the base and that can cause issues with the functionality of the equipment. Unfortunately we cannot control...

those outages.  [redacted] called into our Customer Service Dept and they forwarded his request to our Technical Support who personally spoke with [redacted] on the phone. We did try to call [redacted] back to inform him that he was receiving a full refund, but his phone did not accept phone calls from our area. He should have seen or will see a credit on his bill very soon for the full amount. If [redacted] has not received the requested refund as issued, please have him respond as such with a contact number where he can be reached and we will resolve to his satisfaction.

Our tech support team has called and left three Voicemails for
the customer requesting that he call us back. We have not received a call-back
to date. We checked our equipment and all is running properly. Our speed tests
produced good results.  We do see the customer has connected on a regular
basis with good data usage. It appears that he has never called into our
Customer Care line for support so this is the first we are hearing of his
issue. If he would like to call us back, we can work with him to assist in any
way possible.

Complaint: [redacted]
I may not have made the complaint clear enough the previous 40 times.  It is possible to connect to the network.  It just drops off frequently.  Tell your technician to live in the barracks for a couple weeks, not just to try to connect once.  I never said there was any problem connecting just once, so I'm not sure why your test would involve just that.  Thanks for refunding my money, but I really just want the problem fixed for everyone else who is stuck with frequent outages.

Complaint ID#:
...



[redacted]


Company Name:


Resolute Partners LLC


Company Contact Name:


[redacted]


Company Contact Phone:


###-###-####


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


[redacted]


Complaint Information:


We are very sorry for the issues [redacted] has experienced and are addressing each point made. Our technician has since serviced this area and tested outside this customer’s room. He was able to log in to the network and browse the internet without any problems and good service speeds. Out tech support team also attempted to contact the customer by phone on July 29th and received his voice mail. A message was left along with the tech support number to call us back, and we have not heard back from him yet. We were unable to find any issues with the network in the area that this customer was staying in, but have gone ahead and refunded the customer the purchase price of the plan on July 25th.


Sent on:


8/7/2014 2:55:52 PM

We are addressing the service complaint and...

identifying
solutions for the service issue this customer is experiencing. We have refunded the last month of service for this customer.

Complaint ID#:
...



[redacted]


Company Name:


Resolute Partners LLC


Company Contact Name:


[redacted]


Company Contact Phone:


###-###-####


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


[redacted]


Complaint Information:


Service has since been restored to this location. Our tech support team called the customer’s phone number and left a voicemail to make sure she is not experiencing any service issues. At this time, we have not received a call back or had any tickets concerning service issues at this location. A refund for $9.10 was issued 7/21 for the previous issues. We have also issued a 50% refund August 7th for her new purchase of internet July 28th in lieu of service issues and the inconvenience.


Sent on:


8/7/2014 4:08:37 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint ID#:
text-align: left;" valign="top"> [redacted]

Company Name: [redacted] Partners
Company Contact Name: [redacted]
Company Contact Phone: [redacted]
Company Contact Email: [redacted]
Consumer's Name: [redacted]
Revdex.com Staff Member (if you know): [redacted]
Complaint Information: We have investigated the service complaint for this location and are currently taking additional steps to improve the infrastructure of the service in this area. The purchased plan was a call to cancel plan that could have been cancelled at any time for any reason. Due to the customer’s difficulties, we have issued an additional month refund of $49.00 on 7/10/15 for the customer’s cancelled plan.

We have reviewed the customer’s account and the refund
of $49.00 was processed is now confirmed
processed 7/16/15 for the account in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do not however believe that the online games use any p2p interactions. 
Sincerely,
[redacted]

Complaint ID#:
...



[redacted]


Company Name:


Resolute Partners LLC


Company Contact Name:


[redacted]


Company Contact Phone:


###-###-####


Company Contact Email:


[redacted]


Consumer's Name:


[redacted]


Revdex.com Staff Member (if you know):


[redacted]


Complaint Information:


Mr. [redacted] purchased an “Unlimited Data, Call to Cancel Recurring Plan” on June 25th which billed accordingly until August 25th. The payment for August 25th declined and the plan has now cancelled due to non-payment. A payment was not received for August 25th, so there is not a charge to be refunded. Mr. [redacted] was out of area and could not log in to our service as he was not actually connected to our service. Our Contact Information is available on both the portal as well as within a [redacted] Search. Our call center is staffed 24/7 for all needs, and our contact email is provided to address needs for service members unable to call. Further, we have no documented calls for service issues or a prior call for cancellation.


Sent on:


9/5/2014 5:17:14 PM

I'm only here for 2 more weeks, so filing a complaint is pointless because the tech probably won't come out for at least a week, and when he comes out it will probably be between 7 or 8am to 5pm and that's when I have class. Every day I try to play games online and can't because the internet is so slow. On weekends it's the worst, making it so I can't even get their own website to load. I've done all of the troubleshooting steps possible. Logging out, restarting, shutting down for longer than 2 minutes (which seemed to make it worse), and so on. My roommate and other people in my barracks have said the same thing - it just doesn't work. I had a better internet connection in 1999! They need to better their network and if they can't, the military needs to stop monopolizing the internet on posts! But I digress, the problem is that it's a recurring problem with Resolute Partners, and it seems as though they can't handle the heavy load of users in the area, if that's the case I shouldn't have to pay $50 for "unlimited internet" when the only time it's ever fast is around 3-5am in the middle of the week.

Review: I live in the dorms where Czee provides "high speed" internet, the internet they advertise comes no where near high speed, the few days of the month that I have access to it because the service is so horrendous. Everyone else in the dorms has the same issue with the internet, so I know that I am not the only one experiencing these issues. I can't believe there is any company in the world that would monopolize a military barracks and not even care if their advertised product is working properly for the men and women who have volunteered to serve this country, your company should be ashamed of itself for practicing business this way.Desired Settlement: I would like the czee to resolve this issue, but if they are unable to provide the service that they advertise, I wish to receive a refund.

Business

Response: