Rush Star Wireless

To Whom It May Concern: To Address your specific inquiries: Responses are in REDStatement: I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mailI was also told that I would need to take a quiz after completing a drug test and background checkAfter submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarizedAnswer: Correct, when you originally wanted to be a part of the Street Team opportunity, there is an Agent Agreement needing signatures, notary and return by postal serviceOnce you decided to remain as a retail location, the Agent Agreement and Notary are not neededThe consents, disclaimers and disclosures are required by [redacted] for either programAdditionally, the Quiz you are speaking was a requirement pre Jan [redacted] let us know in early February that the quiz will no longer be necessary due to the new compliances being signedThat is why there was a change of information but that by no means disrupted your sign up process or timeAgain, we notify when we find out new information from [redacted] Statement: I had to call [redacted] on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client informationAnswer: I am sorry for the inconvenience with the applicationBut that application is provided by, ran by, formatted by and designed by [redacted] VMBCWe do not own the app or trouble shoot the app in any sort of detailWe must refer our Agents to the [redacted] customer service for application technical errors and that is direction provided to us Statement: I'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pertaining to an inactivity periodAnswer: I understand this is your main concernWe are unfortunately at the mercy of [redacted] Wireless when it comes to updatesWe do hereby have to follow all of [redacted] instructions as they present themselvesAs I stated in the past if [redacted] chooses to enforce an inactivity of days, days, days or even day (that is their prerogative)Now, those are purely examples of what they can do based purely on what they feel is necessary to grow the programSo, with that said, we were not notified of your inactivity or given any type of heads up to provide to you directly or other agents until that dayTrust me you were not the only Agent that endured this first day enforcementBut for the most part, couldn’t blame [redacted] for wanted to keep their program workingThey send us a list of Agents, provide a re-onboarding / re-activating process for them if they choose to come back into the programThe program holds Agents to high standards and that is their direction and we followTherefore, if [redacted] feels and agent with zero activity for a length of days straight should not be allowed to use their services, that is not our decision but we must and we do, support it Additional Inquiry: Refund of $due to inconvenience & no inactivity notice Answer: [redacted] , the $were not paid to Freelink Mobile or Rush Star WirelessThat payment was made to Backgroundchecks.com for a service to perform both a Background and a Drug TestThat service was provided and you nor I are denying the fact that you received those servicesIf there were fee’s that we specifically Rush Star Wireless or Freelink Mobile charged Agents to sign up, of course I would look into everything with youIf I felt there was something I could do to make you happy on our end with a refund or a credit or marketing material or anything I would see what I could doBut, again, this is a charge made to a completely different company that did what they were paid to doI am unable to refund that amountIn regards to your owed commission, that is something in our power and made sure to grant you that immediately with no questions askedIt was just under our accounting threshold to release due to the amount was under $ Finally, we would be more than happy to help you get back into the program with [redacted] RetailWe do offer a reimbursement program by default to all of our AgentsThis is very simple, once you complete qualified enrollments we automatically send you the cost you took on for the Drug and Background in your commission check at the end of the monthWhat I can do for you (since this is somewhat in our control as we Rush Star Wireless and Freelink offer this) is reimburse you for both tests totaling $on your first 50th qualified enrollmentInstead of waiting for the second reimbursement on your 100th qualified enrollment By all means [redacted] , if you want to discuss anything directly with me I would be happy to do soI will also continue in this form of communication if you chooseMy number is below, that is my direct cell and extensionI can follow up with you as well if you pleaseAll in all, we work for [redacted] , we follow [redacted] s guidelines and we do everything we can to be as transparent as possible with our AgentsThat doesn’t mean we agree with all decisions made but we must support them and act on them the best we can For your inquiries, concerns and complaints with the Revdex.com, unfortunately they are all out of our hands with the exception of the commission checkI do hope that you will remove your complaint with the information I have been providing you per your requestsThank you,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Instead of reading notes, you should review the actual calls, because the notes entered by your agents were incorrectBefore I ever enrolled into your Safe Link program, I called customer service to inquire about the programs you offer and how to get startedWith my very first contact, I was advised I needed to enroll on freelinkmobile.comFrom the very beginning I told the agent I had a retail location, and did not want to do the street team, yet I was still advised to sign up on freelinkmobile.com(I can provide time stamped documentation that shows I called before submitting the application)I was also advised that I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mailI was also told that I would need to take a quiz after completing a drug test and background checkAfter submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarizedFinally I was advised that because I was a retail location, that an agreement was not needed and the quiz was not required either After several more calls to your company, I was told I needed to sign up on a different website to be a retail location, because my first application was sent in as a street team applicantAfter reapplying and taking the background/drug test I never heard from your company, so I made several more calls, and was told on numerous occasions that my account was under review and that you were waiting to hear back from [redacted] After more waiting I made more calls, and was finally emailed code from an agent thereI had one enrollment due to tech issuesI had to call [redacted] on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client informationI'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pretaining to an inactivity periodHow can I be active with something that does not work? If you contact [redacted] Im sure they have notes where I called in to get help uploading client info outside of app becasue it would not workI just want it on record that your agents did not accurately notate my account, and now I have to suffer because of it Regards, [redacted]

To Whom It May Concern: Thank you for providing us this feedback as we take customer happiness incredibly serious here at Rush Star Wireless and work to maintain long healthy relationships with our customers After a detailed investigation on this particular customers complaint these were our findings We have every interactions appropriately documented and noted within our systemAfter reading through our logged notes I was able to come down to the following scenario We offer a Lifeline Government Phone program called [redacted] We have two type of offers with the programOne is a Retail side and the second is a Street Team SideRetail is offered inside an establishment, the other out on the streets in front of establishmentsBoth offer different compensations with a similar sign up process’s 1/26/ [redacted] originally signed up with one program 1/26/(Freelink Mobile Street Team) and decided to change over to the 2nd program (Rush Star Wireless) on 2/2/That caused a minor delay which was relayed to herPer the note she understood and was pleased with our ability to make the change for her We made the adjustments right away, but had to re-create an account for Rush Star Wireless, as she originally signed up for Freelink MobileThere are required documents such as (Background Check , Drug Test, ID, Picture, Consent Forms & Compliances) needed for full submission / approval from [redacted] (3rd party) in order to offer the programShe was able to get us all the information within business daysOnce submitted to [redacted] we must wait for them to approve the documents and respond to usThen we can relay that to our customer The cost for the Drug and Background Test are covered by the applicantNot paid to Rush Star Wireless, but paid to Backgroundchecks.com which in their terms and agreements do not offer refunds for any failed testing or failing to appear for testingAnything on their end in regards to data transmission errors will be refunded and handled directly with the donorIn this case the services were provided Once she provided us all required documentation, we submitted her information to [redacted] on 2/15/ Her codes were issued 2/17/ via email Her codes were re-sent and confirmed over the phone 2/29/via email + over the phone [redacted] performed her first customer enrollment the very next day 2/30/Total owed for a qualified application is $ Yet, when [redacted] spoke to us on 5/4/– her main complaint was she never knew she had codes and that’s why she went inactiveAlthough as you can see, she did perform an enrollment with her codes as there is one registeredTherefor the complaint on inactivity due to her not having codes is somewhat NULL and the complaint to Revdex.com is not consistent with what she told us Her Inactivity and Codes being disable complaint are 100% at the discretion of the company we work for [redacted] WirelessWithin the Disclaimer / Authorization forms [redacted] Signed, we hereby follow the direction of [redacted] WirelessIf they chose to enforce a day, day, day inactivity rule they can do soMeaning, if the customer does not use their assigned codes to perform enrollments for more than days straight, they assume they are inactive and will turn off the codes [redacted] does offer a re-instatement opportunity for customers such as [redacted] which was the conversation we had with her on 5/4/We attempted to request an exception for [redacted] to eliminate the charge of another background and drug test but we were deniedShe would have to re-pay again in order to get back into the program Our commission policy at Rush Star Wireless is holding checks until they surpass $ [redacted] was totaled at $15.00, which is why it was held Resolution / Decision: We are happy to send [redacted] Patton her due commission of $(already put the check in the mail 6/3/2016) for her qualified enrollment in daysUnfortunately, the request for a refund for her Drug and Background totaling $is out of our handsThat is the amount for the service of the Background and Drug test and she was able to work in the program as her enrollment proved so the services were appropriately provided by Rush Star Wireless / [redacted] / Backgroundchecks.comAdditionally, we are always available for her needs and will continue to assist [redacted] if at any point she would like to be involved in the program again

To Whom It May Concern: Thank you for providing us this feedback as we take customer happiness incredibly serious here at Rush Star Wireless and work to maintain long healthy relationships with our customers. After a detailed investigation on this particular customers complaint these were... our findings. We have every interactions appropriately documented and noted within our system. After reading through our logged notes I was able to come down to the following scenario. We offer a Lifeline Government Phone program called [redacted] . We have two type of offers with the program. One is a Retail side and the second is a Street Team Side. Retail is offered inside an establishment, the other out on the streets in front of establishments. Both offer different compensations with a similar sign up process’s. 1/26/2016 [redacted] originally signed up with one program 1/26/2016 (Freelink Mobile Street Team) and decided to change over to the 2nd program (Rush Star Wireless) on 2/2/2016. That caused a minor delay which was relayed to her. Per the note she understood and was pleased with our ability to make the change for her. We made the adjustments right away, but had to re-create an account for Rush Star Wireless, as she originally signed up for Freelink Mobile. There are required documents such as (Background Check , Drug Test, ID, Picture, Consent Forms & Compliances) needed for full submission / approval from [redacted] (3rd party) in order to offer the program. She was able to get us all the information within 5 business days. Once submitted to [redacted] we must wait for them to approve the documents and respond to us. Then we can relay that to our customer. The cost for the Drug and Background Test are covered by the applicant. Not paid to Rush Star Wireless, but paid to Backgroundchecks.com which in their terms and agreements do not offer refunds for any failed testing or failing to appear for testing. Anything on their end in regards to data transmission errors will be refunded and handled directly with the donor. In this case the services were provided. Once she provided us all required documentation, we submitted her information to [redacted] on 2/15/2016. Her codes were issued 2/17/2016 via email Her codes were re-sent and confirmed over the phone 2/29/2916 via email + over the phone [redacted] performed her first customer enrollment the very next day 2/30/2016. Total owed for a qualified application is $15.00. Yet, when [redacted] spoke to us on 5/4/2016 – her main complaint was she never knew she had codes and that’s why she went inactive. Although as you can see, she did perform an enrollment with her codes as there is one registered. Therefor the complaint on inactivity due to her not having codes is somewhat NULL and the complaint to BBB is not consistent with what she told us. Her Inactivity and Codes being disable complaint are 100% at the discretion of the company we work for [redacted] Wireless. Within the Disclaimer / Authorization forms [redacted] Signed, we hereby follow the direction of [redacted] Wireless. If they chose to enforce a 30 day, 60 day, 90 day inactivity rule they can do so. Meaning, if the customer does not use their assigned codes to perform enrollments for more than 30 days straight, they assume they are inactive and will turn off the codes. [redacted] does offer a re-instatement opportunity for customers such as [redacted] which was the conversation we had with her on 5/4/2016. We attempted to request an exception for [redacted] to eliminate the charge of another background and drug test but we were denied. She would have to re-pay again in order to get back into the program. Our commission policy at Rush Star Wireless is holding checks until they surpass $20.00. [redacted] was totaled at $15.00, which is why it was held. Resolution / Decision: We are happy to send [redacted] Patton her due commission of $15.00 (already put the check in the mail 6/3/2016) for her 1 qualified enrollment in 60 days. Unfortunately, the request for a refund for her Drug and Background totaling $55.00 is out of our hands. That is the amount for the service of the Background and Drug test and she was able to work in the program as her 1 enrollment proved so the services were appropriately provided by Rush Star Wireless / [redacted] / Backgroundchecks.com. Additionally, we are always available for her needs and will continue to assist [redacted] if at any point she would like to be involved in the program again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Instead of reading notes, you should review the actual calls, because the notes entered by your agents were incorrectBefore I ever enrolled into your Safe Link program, I called customer service to inquire about the programs you offer and how to get startedWith my very first contact, I was advised I needed to enroll on freelinkmobile.comFrom the very beginning I told the agent I had a retail location, and did not want to do the street team, yet I was still advised to sign up on freelinkmobile.com. (I can provide time stamped documentation that shows I called before submitting the application)I was also advised that I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mailI was also told that I would need to take a quiz after completing a drug test and background checkAfter submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarizedFinally I was advised that because I was a retail location, that an agreement was not needed and the quiz was not required either After several more calls to your company, I was told I needed to sign up on a different website to be a retail location, because my first application was sent in as a street team applicantAfter reapplying and taking the background/drug test I never heard from your company, so I made several more calls, and was told on numerous occasions that my account was under review and that you were waiting to hear back from ***After more waiting I made more calls, and was finally emailed code from an agent thereI had one enrollment due to tech issuesI had to call *** on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client informationI'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pretaining to an inactivity periodHow can I be active with something that does not work? If you contact *** Im sure they have notes where I called in to get help uploading client info outside of app becasue it would not workI just want it on record that your agents did not accurately notate my account, and now I have to suffer because of it
Regards,
*** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Instead of reading notes, you should review the actual calls, because the notes entered by your agents were incorrectBefore I ever enrolled into your Safe Link program, I called customer service to ? inquire about the programs you offer and how to get startedWith my very first contact, I was advised I needed to enroll on freelinkmobile.comFrom the very beginning I told the agent I had a retail location, and did not want to do the street team, yet I was still advised to sign up on freelinkmobile.com.? (I can provide time stamped documentation that shows I called before submitting the application)I was also advised that I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mailI was also told that I would need to take a quiz after completing a drug test and background checkAfter submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarizedFinally I was advised that because I was a retail location, that an agreement was not needed and the quiz was not required either? After several more calls to your company, I was told I needed to sign up on a different website to be a retail location, because my first application was sent in as a street team applicantAfter reapplying and taking the background/drug test I never heard from your company, so I made several more calls, and was told on numerous occasions that my account was under review and that you were waiting to hear back from ***After more waiting I made more calls, and was finally emailed code from an agent thereI had one enrollment due to tech issuesI had to call *** on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client informationI'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pretaining to an inactivity periodHow can I be active with something that does not work? If you contact *** Im sure they have notes where I called in to get help uploading client info outside of app becasue it would not workI just want it on record that your agents did not accurately notate my account, and now I have to suffer because of it
Regards,
*** ***

To Whom It May Concern:? To Address your specific inquiries: ? Responses are in REDStatement: I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mailI was also told that I would need to take a quiz after completing a drug test and background checkAfter submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarized.? Answer: Correct, when you originally wanted to be a part of the Street Team opportunity, there is an Agent Agreement needing signatures, notary and return by postal serviceOnce you decided to remain as a retail location, the Agent Agreement and Notary are not neededThe consents, disclaimers and disclosures are required by *** for either programAdditionally, the Quiz you are speaking was a requirement pre Jan *** let us know in early February that the quiz will no longer be necessary due to the new compliances being signedThat is why there was a change of information but that by no means disrupted your sign up process or timeAgain, we notify when we find out new information from ***? Statement: I had to call *** on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client information.? Answer: I am sorry for the inconvenience with the applicationBut that application is provided by, ran by, formatted by and designed by *** VMBCWe do not own the app or trouble shoot the app in any sort of detailWe must refer our Agents to the *** customer service for application technical errors and that is direction provided to us? Statement: I'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pertaining to an inactivity period.? Answer: I understand this is your main concernWe are unfortunately at the mercy of *** Wireless when it comes to updatesWe do hereby have to follow all of *** instructions as they present themselvesAs I stated in the past if *** chooses to enforce an inactivity of days, days, days or even day (that is their prerogative)Now, those are purely examples of what they can do based purely on what they feel is necessary to grow the programSo, with that said, we were not notified of your inactivity or given any type of heads up to provide to you directly or other agents until that dayTrust me you were not the only Agent that endured this first day enforcementBut for the most part, couldn’t blame *** for wanted to keep their program workingThey send us a list of Agents, provide a re-onboarding / re-activating process for them if they choose to come back into the programThe program holds Agents to high standards and that is their direction and we followTherefore, if *** feels and agent with zero activity for a length of days straight should not be allowed to use their services, that is not our decision but we must and we do, support it? ? Additional Inquiry: Refund of $due to inconvenience & no inactivity notice? Answer: ***, the $were not paid to Freelink Mobile or Rush Star WirelessThat payment was made to Backgroundchecks.com for a service to perform both a Background and a Drug TestThat service was provided and you nor I are denying the fact that you received those servicesIf there were fee’s that we specifically Rush Star Wireless or Freelink Mobile charged Agents to sign up, of course I would look into everything with youIf I felt there was something I could do to make you happy on our end with a refund or a credit or marketing material or anything I would see what I could doBut, again, this is a charge made to a completely different company that did what they were paid to doI am unable to refund that amountIn regards to your owed commission, that is something in our power and made sure to grant you that immediately with no questions askedIt was just under our accounting threshold to release due to the amount was under $? ? Finally, we would be more than happy to help you get back into the program with *** RetailWe do offer a reimbursement program by default to all of our AgentsThis is very simple, once you complete qualified enrollments we automatically send you the cost you took on for the Drug and Background in your commission check at the end of the monthWhat I can do for you (since this is somewhat in our control as we Rush Star Wireless and Freelink offer this) is reimburse you for both tests totaling $on your first 50th qualified enrollmentInstead of waiting for the second reimbursement on your 100th qualified enrollment? By all means ***, if you want to discuss anything directly with me I would be happy to do soI will also continue in this form of communication if you chooseMy number is below, that is my direct cell and extensionI can follow up with you as well if you pleaseAll in all, we work for ***, we follow ***s guidelines and we do everything we can to be as transparent as possible with our AgentsThat doesn’t mean we agree with all decisions made but we must support them and act on them the best we can? For your inquiries, concerns and complaints with the Revdex.com, unfortunately they are all out of our hands with the exception of the commission checkI do hope that you will remove your complaint with the information I have been providing you per your requests.? Thank you,

To Whom It May Concern: To Address your specific inquiries:  Responses are in REDStatement: I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mail. I was also told that I would need to take a quiz after completing a drug test and background check. After submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarized. Answer: Correct, when you originally wanted to be a part of the Street Team opportunity, there is an Agent Agreement needing signatures, notary and return by postal service. Once you decided to remain as a retail location, the Agent Agreement and Notary are not needed. The consents, disclaimers and disclosures are required by [redacted] for either program. Additionally, the Quiz you are speaking was a requirement pre Jan 2016. [redacted] let us know in early February 2106 that the quiz will no longer be necessary due to the new compliances being signed. That is why there was a change of information but that by no means disrupted your sign up process or time. Again, we notify when we find out new information from [redacted].  Statement: I had to call [redacted] on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client information. Answer: I am sorry for the inconvenience with the application. But that application is provided by, ran by, formatted by and designed by [redacted] VMBC. We do not own the app or trouble shoot the app in any sort of detail. We must refer our Agents to the [redacted] customer service for application technical errors and that is direction provided to us.  Statement: I'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pertaining to an inactivity period. Answer: I understand this is your main concern. We are unfortunately at the mercy of [redacted] Wireless when it comes to updates. We do hereby have to follow all of [redacted] instructions as they present themselves. As I stated in the past if [redacted] chooses to enforce an inactivity of 30 days, 60 days, 90 days or even 1 day (that is their prerogative). Now, those are purely examples of what they can do based purely on what they feel is necessary to grow the program. So, with that said, we were not notified of your inactivity or given any type of heads up to provide to you directly or other agents until that day. Trust me you were not the only Agent that endured this first 30 day enforcement. But for the most part, couldn’t blame [redacted] for wanted to keep their program working. They send us a list of Agents, provide a re-onboarding / re-activating process for them if they choose to come back into the program. The program holds Agents to high standards and that is their direction and we follow. Therefore, if [redacted] feels and agent with zero activity for a length of 30 days straight should not be allowed to use their services, that is not our decision but we must and we do, support it.   Additional Inquiry: Refund of $55.00 due to inconvenience & no inactivity notice.  Answer: [redacted], the $55.00 were not paid to Freelink Mobile or Rush Star Wireless. That payment was made to Backgroundchecks.com for a service to perform both a Background and a Drug Test. That service was provided and you nor I are denying the fact that you received those services. If there were fee’s that we specifically Rush Star Wireless or Freelink Mobile charged Agents to sign up, of course I would look into everything with you. If I felt there was something I could do to make you happy on our end with a refund or a credit or marketing material or anything I would see what I could do. But, again, this is a charge made to a completely different company that did what they were paid to do. I am unable to refund that amount. In regards to your owed commission, that is something in our power and made sure to grant you that immediately with no questions asked. It was just under our accounting threshold to release due to the amount was under $20.00.   Finally, we would be more than happy to help you get back into the program with [redacted] Retail. We do offer a reimbursement program by default to all of our Agents. This is very simple, once you complete 50 qualified enrollments we automatically send you the cost you took on for the Drug and Background in your commission check at the end of the month. What I can do for you (since this is somewhat in our control as we Rush Star Wireless and Freelink offer this) is reimburse you for both tests totaling $110.00 on your first 50th qualified enrollment. Instead of waiting for the second reimbursement on your 100th qualified enrollment.  By all means [redacted], if you want to discuss anything directly with me I would be happy to do so. I will also continue in this form of communication if you choose. My number is below, that is my direct cell and extension. I can follow up with you as well if you please. All in all, we work for [redacted], we follow [redacted]s guidelines and we do everything we can to be as transparent as possible with our Agents. That doesn’t mean we agree with all decisions made but we must support them and act on them the best we can.  For your inquiries, concerns and complaints with the Revdex.com, unfortunately they are all out of our hands with the exception of the commission check. I do hope that you will remove your complaint with the information I have been providing you per your requests. Thank you,

To Whom It May Concern:
 
To Address your specific inquiries:
 
Responses are in RED
Statement: I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mail. I was also told that I would need to take a quiz after completing a drug test and background check. After submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarized.
 
Answer: Correct, when you originally wanted to be a part of the Street Team opportunity, there is an Agent Agreement needing signatures, notary and return by postal service. Once you decided to remain as a retail location, the Agent Agreement and Notary are not needed. The consents, disclaimers and disclosures are required by [redacted] for either program. Additionally, the Quiz you are speaking was a requirement pre Jan 2016. [redacted] let us know in early February 2106 that the quiz will no longer be necessary due to the new compliances being signed. That is why there was a change of information but that by no means disrupted your sign up process or time. Again, we notify when we find out new information from [redacted].
 
Statement: I had to call [redacted] on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client information.
 
Answer: I am sorry for the inconvenience with the application. But that application is provided by, ran by, formatted by and designed by [redacted] VMBC. We do not own the app or trouble shoot the app in any sort of detail. We must refer our Agents to the [redacted] customer service for application technical errors and that is direction provided to us.
 
Statement: I'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pertaining to an inactivity period.
 
Answer: I understand this is your main concern. We are unfortunately at the mercy of [redacted] Wireless when it comes to updates. We do hereby have to follow all of [redacted] instructions as they present themselves. As I stated in the past if [redacted] chooses to enforce an inactivity of 30 days, 60 days, 90 days or even 1 day (that is their prerogative). Now, those are purely examples of what they can do based purely on what they feel is necessary to grow the program. So, with that said, we were not notified of your inactivity or given any type of heads up to provide to you directly or other agents until that day. Trust me you were not the only Agent that endured this first 30 day enforcement. But for the most part, couldn’t blame [redacted] for wanted to keep their program working. They send us a list of Agents, provide a re-onboarding / re-activating process for them if they choose to come back into the program. The program holds Agents to high standards and that is their direction and we follow. Therefore, if [redacted] feels and agent with zero activity for a length of 30 days straight should not be allowed to use their services, that is not our decision but we must and we do, support it.
 
 
Additional Inquiry: Refund of $55.00 due to inconvenience & no inactivity notice.
 
Answer: [redacted], the $55.00 were not paid to Freelink Mobile or Rush Star Wireless. That payment was made to Backgroundchecks.com for a service to perform both a Background and a Drug Test. That service was provided and you nor I are denying the fact that you received those services. If there were fee’s that we specifically Rush Star Wireless or Freelink Mobile charged Agents to sign up, of course I would look into everything with you. If I felt there was something I could do to make you happy on our end with a refund or a credit or marketing material or anything I would see what I could do. But, again, this is a charge made to a completely different company that did what they were paid to do. I am unable to refund that amount. In regards to your owed commission, that is something in our power and made sure to grant you that immediately with no questions asked. It was just under our accounting threshold to release due to the amount was under $20.00.
 
 
Finally, we would be more than happy to help you get back into the program with [redacted] Retail. We do offer a reimbursement program by default to all of our Agents. This is very simple, once you complete 50 qualified enrollments we automatically send you the cost you took on for the Drug and Background in your commission check at the end of the month. What I can do for you (since this is somewhat in our control as we Rush Star Wireless and Freelink offer this) is reimburse you for both tests totaling $110.00 on your first 50th qualified enrollment. Instead of waiting for the second reimbursement on your 100th qualified enrollment.
 
By all means [redacted], if you want to discuss anything directly with me I would be happy to do so. I will also continue in this form of communication if you choose. My number is below, that is my direct cell and extension. I can follow up with you as well if you please. All in all, we work for [redacted], we follow [redacted]s guidelines and we do everything we can to be as transparent as possible with our Agents. That doesn’t mean we agree with all decisions made but we must support them and act on them the best we can.
 
For your inquiries, concerns and complaints with the Revdex.com, unfortunately they are all out of our hands with the exception of the commission check. I do hope that you will remove your complaint with the information I have been providing you per your requests.
 
Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Instead of reading notes, you should review the actual calls, because the notes entered by your agents were incorrect. Before I ever enrolled into your Safe Link program, I called customer service to  inquire about the programs you offer and how to get started. With my very first contact, I was advised I needed to enroll on freelinkmobile.com. From the very beginning I told the agent I had a retail location, and did not want to do the street team, yet I was still advised to sign up on freelinkmobile.com. (I can provide time stamped documentation that shows I called before submitting the application). I was also advised that I would be sent an agreement that needed to be notarized, and submitted to Rush Star via email and postal mail. I was also told that I would need to take a quiz after completing a drug test and background check. After submitting my application as advised, I called back several times because I had more questions and never received the quiz, nor an agreement that needed to be notarized. Finally I was advised that because I was a retail location, that an agreement was not needed and the quiz was not required either.  After several more calls to your company, I was told I needed to sign up on a different website to be a retail location, because my first application was sent in as a street team applicant. After reapplying and taking the background/drug test I never heard from your company, so I made several more calls, and was told on numerous occasions that my account was under review and that you were waiting to hear back from [redacted]. After more waiting I made more calls, and was finally emailed code from an agent there. I had one enrollment due to tech issues. I had to call [redacted] on several occasions to check status of applicant becasue I was unable to submit documents through your app, and was provided an email to send client information. I'm disputing the fact that I was never told about an inactivity period, nor sent a contract that had info pretaining to an inactivity period. How can I be active with something that does not work? If you contact [redacted] Im sure they have notes where I called in to get help uploading client info outside of app becasue it would not work. I just want it on record that your agents did not accurately notate my account, and now I have to suffer because of it.
Regards,
[redacted]

To Whom It May Concern:
 
Thank you for providing us this feedback as we take customer happiness incredibly serious here at Rush Star Wireless and work to maintain long healthy relationships with our customers.
 
After a detailed investigation on this particular...

customers complaint these were our findings.  
We have every interactions appropriately documented and noted within our system. After reading  through our logged notes I was able to come down to the following scenario.
 
We offer a Lifeline Government Phone program called [redacted]. We have two type of offers with the program. One is a Retail side and the second is a Street Team Side. Retail is offered inside an establishment, the other out on the streets in front of establishments. Both offer different compensations with a similar sign up process’s.
 
1/26/2016
[redacted] originally signed up with one program 1/26/2016 (Freelink Mobile Street Team) and decided to change over to the 2nd program (Rush Star Wireless) on 2/2/2016. That caused a minor delay which was relayed to her. Per the note she understood and was pleased with our ability to make the change for her.
 
We made the adjustments right away, but had to re-create an account for Rush Star Wireless, as she originally signed up for Freelink Mobile. There are required documents such as (Background Check , Drug Test, ID, Picture, Consent Forms & Compliances) needed for full submission / approval from [redacted] (3rd party) in order to offer the program. She was able to get us all the information within 5 business days. Once submitted to [redacted] we must wait for them to approve the documents and respond to us. Then we can relay that to our customer.
 
The cost for the Drug and Background Test are covered by the applicant. Not paid to Rush Star Wireless, but paid to Backgroundchecks.com which in their terms and agreements do not offer refunds for any failed testing or failing to appear for testing. Anything on their end in regards to data transmission errors will be refunded and handled directly with the donor. In this case the services were provided.
 
Once she provided us all required documentation, we submitted her information to [redacted] on 2/15/2016.
 
Her codes were issued 2/17/2016  via email
 
Her codes were re-sent and confirmed over the phone 2/29/2916 via email + over the phone
 
[redacted] performed her first customer enrollment the very next day 2/30/2016. Total owed for a qualified application is $15.00.
 
Yet, when [redacted] spoke to us on 5/4/2016 – her main complaint was she never knew she had codes and that’s why she went inactive. Although as you can see, she did perform an enrollment with her codes as there is one registered. Therefor the complaint on inactivity due to her not having codes is somewhat NULL and the complaint to Revdex.com is not consistent with what she told us.
 
Her Inactivity and Codes being disable complaint are 100% at the discretion of the company we work for [redacted] Wireless. Within the Disclaimer / Authorization forms [redacted] Signed, we hereby follow the direction of [redacted] Wireless. If they chose to enforce a 30 day, 60 day, 90 day inactivity rule they can do so. Meaning, if the customer does not use their assigned codes to perform enrollments for more than 30 days straight, they assume they are inactive and will turn off the codes.
 
[redacted] does offer a re-instatement opportunity for customers such as [redacted] which was the conversation we had with her on 5/4/2016. We attempted to request an exception for [redacted] to eliminate the charge of another background and drug test but we were denied. She would have to re-pay again in order to get back into the program.
 
Our commission policy at Rush Star Wireless is holding checks until they surpass $20.00. [redacted] was totaled at $15.00, which is why it was held.  
 
 
Resolution / Decision: We are happy to send [redacted] Patton her due commission of $15.00 (already put the check in the mail 6/3/2016) for her 1 qualified enrollment in 60 days. Unfortunately, the request for a refund for her Drug and Background totaling $55.00 is out of our hands. That is the amount for the service of the Background and Drug test and she was able to work in the program as her 1 enrollment proved so the services were appropriately provided by Rush Star Wireless / [redacted] / Backgroundchecks.com. Additionally, we are always available for her needs and will continue to assist [redacted] if at any point she would like to be involved in the program again.

To Whom It May Concern: Thank you for providing us this feedback as we take customer happiness incredibly serious here at Rush Star Wireless and work to maintain long healthy relationships with our customers.  After a detailed investigation on this particular customers complaint these were...

our findings.  We have every interactions appropriately documented and noted within our system. After reading  through our logged notes I was able to come down to the following scenario.  We offer a Lifeline Government Phone program called [redacted]. We have two type of offers with the program. One is a Retail side and the second is a Street Team Side. Retail is offered inside an establishment, the other out on the streets in front of establishments. Both offer different compensations with a similar sign up process’s. 1/26/2016[redacted] originally signed up with one program 1/26/2016 (Freelink Mobile Street Team) and decided to change over to the 2nd program (Rush Star Wireless) on 2/2/2016. That caused a minor delay which was relayed to her. Per the note she understood and was pleased with our ability to make the change for her.  We made the adjustments right away, but had to re-create an account for Rush Star Wireless, as she originally signed up for Freelink Mobile. There are required documents such as (Background Check , Drug Test, ID, Picture, Consent Forms & Compliances) needed for full submission / approval from [redacted] (3rd party) in order to offer the program. She was able to get us all the information within 5 business days. Once submitted to [redacted] we must wait for them to approve the documents and respond to us. Then we can relay that to our customer.  The cost for the Drug and Background Test are covered by the applicant. Not paid to Rush Star Wireless, but paid to Backgroundchecks.com which in their terms and agreements do not offer refunds for any failed testing or failing to appear for testing. Anything on their end in regards to data transmission errors will be refunded and handled directly with the donor. In this case the services were provided. Once she provided us all required documentation, we submitted her information to [redacted] on 2/15/2016.  Her codes were issued 2/17/2016  via email Her codes were re-sent and confirmed over the phone 2/29/2916 via email + over the phone [redacted] performed her first customer enrollment the very next day 2/30/2016. Total owed for a qualified application is $15.00.  Yet, when [redacted] spoke to us on 5/4/2016 – her main complaint was she never knew she had codes and that’s why she went inactive. Although as you can see, she did perform an enrollment with her codes as there is one registered. Therefor the complaint on inactivity due to her not having codes is somewhat NULL and the complaint to Revdex.com is not consistent with what she told us.  Her Inactivity and Codes being disable complaint are 100% at the discretion of the company we work for [redacted] Wireless. Within the Disclaimer / Authorization forms [redacted] Signed, we hereby follow the direction of [redacted] Wireless. If they chose to enforce a 30 day, 60 day, 90 day inactivity rule they can do so. Meaning, if the customer does not use their assigned codes to perform enrollments for more than 30 days straight, they assume they are inactive and will turn off the codes. [redacted] does offer a re-instatement opportunity for customers such as [redacted] which was the conversation we had with her on 5/4/2016. We attempted to request an exception for [redacted] to eliminate the charge of another background and drug test but we were denied. She would have to re-pay again in order to get back into the program.  Our commission policy at Rush Star Wireless is holding checks until they surpass $20.00. [redacted] was totaled at $15.00, which is why it was held.    Resolution / Decision: We are happy to send [redacted] Patton her due commission of $15.00 (already put the check in the mail 6/3/2016) for her 1 qualified enrollment in 60 days. Unfortunately, the request for a refund for her Drug and Background totaling $55.00 is out of our hands. That is the amount for the service of the Background and Drug test and she was able to work in the program as her 1 enrollment proved so the services were appropriately provided by Rush Star Wireless / [redacted] / Backgroundchecks.com. Additionally, we are always available for her needs and will continue to assist [redacted] if at any point she would like to be involved in the program again.