Schindler Elevator Corp.

We were able to locate the information Ms. [redacted] was referring to.  We apologize for any inconvenience she suffered through this process.  We will address the individuals she dealt with.  Due to the large costs and subsequent value drop in some devices, there is a no exchange policy.  This is clearly notated on the receipt she signed.  It reads as follows:Exchanges for a different color, memory size, or model device made by the same manufacturer are not eligible. Therefore, C Spire has gone above its policies at this point in providing Ms. [redacted] with an iPhone 5C after she purchased a 4S.  We hope that the device she now has will suit her needs.

We apologize if Mr. [redacted] was not fully informed regarding the possible charges.  Our normal process is for customers to sign agreeing to this.  C Spire is authorized to inspect devices according to the manufacturer's specifications regarding whether or not it warrantable.  This is why this phone was never returned to the manufacturer.  Furthermore, the manufacturer cannot determine if the phone would or would not have been covered without inspecting this.The problems that Mr. [redacted] reports on his replacement phone would not be the result of his complaint.Given the fact that Mr. [redacted] is a long time customer of C Spire, we have been authorized to grant the remainder of the credit.  We have credited him another amount of $64.50.  We hope this resolves the issue.

Complaint:...

[redacted]
I am rejecting this response because: I went with another carrier.  They require me to turn in the phone to them for the process of buying me out of my contract.  I just want my account to have a zero balance and let all other issues be forgotten.  It has been nothing but a headache since April 169. 
Regards,
[redacted]

We totally understand this and this is why we are willing to waive the early fees with the return of the equipment.  These devices were sold to Ms. [redacted] well below C Spire's cost.  In order to recoup that investment, we offer this with a 24 month term.  If this term is broken for any reason, we are still out the cost of the equipment.  This is why we need the equipment back or we need to collect the fee.

they have filed a warranty claim with out my knowledge or consent. I will not be going to a store location on Thursday because of this. I will be contacting a lawyer at this point. They are not allowing me to cancel the warranty order and it is being shipped to an address that regularly has things with that are delivered. I in no way shape or form approved this order.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

C Spire is unable to locate this account.  We will call Ms. [redacted] directly at the numbers provided.

When a customer suspends their line/ mobile number they are still responsible for their monthly rate plan charges.  The only way a customer does not have to pay their monthly rate plan charges is if they disconnect the line/ mobile number.  C Spire creates new rate plans all the time....

 Customers are allowed to change their rate plans as often as they would like.  C Spire does not change a customer's plan unless it is requested by the customer.   No credit will be issued to this account.

I want to apologize for the problems you experienced. I know a customer advocate reached out to you and was able to resolve your concerns.  Your feedback enabled us to identify a system issue that we have since resolved and this will prevent the same issue from occurring in the future.  We...

hope to regain your trust and that you will return to C Spire in the future.

Complaint: [redacted]
I am rejecting this response because:Although they state they will...

change my plan, that does not change the fact that I should have had his plan back in November.  That's 2 extra GB Of data each month that I didn't have and I had to pay overages for. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This response matches the service we had received in the past year with this company.  It lacks any customer service and did not answer all of our concerns.  No one from the company called or emailed me about my concern.  If you look at the previous 10 years I have never called for a credit or complained.  A company should be behind their employees and if a mistake is make the company fixes it.  Their store representative in Ocean Springs, MS told me that it was handled but cautioned us about losing the number if we did not turn the phone/replace it in month.  The number belonged to our 10 year old daughter whose number did not matter as we limit the people that have it.  We got my daughter a prepaid phone with a new number the day we called customer support in July. We didn't even try to port the number because the number didn't mean anything to us. Why would someone continue to give you $45 dollars a month when the service is not used at all. I have been with the company for a decade when it was Cellular South.  Your rep over the phone told me that I could view her usage online.  This was and is not true for any of my phones.  When the phone bill remained high I looked and saw this line was still on the bill.  I was then charged an extra $5 to add a new phone on the line.  Things I learned when I added a phone at the store in September for a foster child.  This like was NEVER even suspended.  Also I was told with the original plan voicemail was not included so that is why my daughter never had voicemail.  That was a LIE as well as the rep in the store in September discovered it was because a previous REPRESENTATIVE had not added the right feature.  The same representative offered us a free phone for our additional foster child after we pay $3.33 a month for 3 months and then we get our payments back.  This is a LIE and misleading as well.  She said since we had been customers for awhile she could waive the activation fee. When I told her I wanted to run it by my husband she said the following business day she would be in Biloxi and I had to come to her to get this deal.  So depending on who you talk to depends on what deals you can get.  I do not like this practice.  By the way I found out her deal is the phone might be free but you have to stay with you for all the "free" installments or pay the free phone off.  She forgot to mention that part.  Also this company continues to drop calls and not just us.  It also does not address our discount due to the account holder's work.   The Revdex.com was my fist try to get a response however if not then I will be filing complaints with FCC, PSC, and advises my family and friends this is no longer a local friendly company that is customer friendly.  I am really disappointed in the way this has been handled.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: (1) no action was taken by the company to remediate the wrong information my husband and I were given by the sales representative which caused our switch to CSpire, (2) although I understand that the equipment is expensive, this does not change the fact that our switch to CSpire was very expensive (we had to pay more to get out of my husband's contract with Verizon than the cost of a cell booster). All we want is a company to honor their word and allow us what we were told and what was confirmed to us several times. Instead, we were lied to, and no one in the company would give me any answers when I called to find out more information. CSpire employees acted cowardly and did not respond to my calls. We don't want to switch companies - we have already purchased CSpire phones and don't want to go through the hassle of changing phone companies AGAIN. We thoroughly questioned CSpire representatives before making the switch to avoid having to switch again. Thoroughness did not seem to help in this situation. I will definitely be telling my friends and family about the mistreatment and cowardness CSpire shows its customers. 
Regards,
[redacted]

C Spire exercised its option to change Ms. [redacted]'s plan in accordance with C Spire's terms and conditions.  This was done after giving Ms. [redacted] 30 days notice via a letter to her billing address.  However, C Spire will grant Ms. [redacted]'s request to credit her early termination fees....

 These total $674.10.  If Ms. [redacted] will pay the remaining balance of $198.88 for services that were rendered, C Spire will credit the $674.10.

Ms. [redacted] subscribed to service with C Spire in August of 2015.  She purchased both of her phones at substantial discounts with the agreement that she would keep these active for 24 months.  C Spire has a 30 guarantee for customers to try our service to ensure that it works for their...

needs.  In looking at Ms. [redacted]'s usage patterns through the first few months, her data consumption was actually above average.  Ms. [redacted] ported one of her numbers out to another carrier in January of 2016.  Due to the fact that it was disconnected prior to 24 months, she was charged a $270 early termination fee.  When she disconnected her second number, there was an additional $255 early termination fee.If Ms. [redacted] will return these phones, we will waive the $525 of termination fees.  However, her balance is currently $1,029.38.  If she will return the devices and pay $400 for service that was rendered but  unpaid, we will forego the remaining balance.

C Spire makes every effort to ensure our customers are on the right plan for them.  In reviewing Ms. [redacted]'s account, a recommendation was made on the most recent months.  The phones on Ms. [redacted]'s account have now increased in their data usage.  However, since the changes were made at...

our recommendation, we will contact Ms.  [redacted] and change her plans back to what they were if this continues to be her request.

C Spire Wireless reserves the right to protect its network by limiting data usage as provided under the terms of the Customer Service Agreement. C Spire seeks to continuously improve management of its network and service levels, and at the same time meet customer expectations for data...

volume, quality and speed. Customers are informed of C Spire’s need to reasonably manage the wireless network. The customer service agreement provides C Spire the right to limit throughput or amount of data transferred in order to protect the network: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flow. Likewise, customers are informed that C Spire may amend or cancel a service plan at any time, upon thirty days’ notice:  Amendments to this Agreement must be in writing and signed by both parties, except that amendments may be tendered with thirty (30) days' notice to Customer (included with a bill or otherwise) and use by Customer of Service after such notice period shall be construed as and be acceptance of such amendment. C Spire may cancel a Service plan upon thirty (30) days' notice at any time.  In accordance with the customer service agreement, C Spire sent Ms. [redacted] a notice of planned amendment of her service plan. In fact, C Spire discontinued offering its unlimited plans in November of 2014.  C Spire is working towards the orderly migration of its legacy unlimited customers  to rolling data plans, such as the 6GB rolling data plan offered to Ms. [redacted].   Under this plan, any portion of allotted data not used in a given month is rolled to the next month, up to a cumulative maximum amount of 6GB rolled into any billing cycle.  Data passes are available for purchase, as necessary, for additional data.

C Spire will be glad to swap this phone out through the warranty process.  This will require the phone to be sent to our repair center.  Once it is determined that it is an issue covered under warranty, it will be replaced.  Our customer can call 855CSPIRE5 for details.

Ms. [redacted] moved her phone onto her husband's account.  This account is in his name and when she moved that over, she signed over ownership to him.  He know has total and exclusive rights to the information on that phone.  This change was made based on her choice.

If Ms. [redacted] continues to be unhappy with our service, we are willing to allow her to return any phones under contract and disconnect her service without an early termination fee.

C Spire bills the monthly recurring plans a month in advance.  When Mr. [redacted] was billed on November 18, 2014, this was for the billing cycle November 19th through December 18th.  Mr. [redacted] ported his numbers on November 28th.  C Spire kept the service active under a changed number...

through December 18th.  This process is clearly defined in C Spire's terms and conditions.  Due to the fact that C Spire continued to provide this service through that time, we hope this explains the billing and resolves the question in this matter.

We apologize if Ms. [redacted] did not receive the information that the device needed to be activated within  the appropriate time.  However, the account was charged $568.10.  This is clearly shown on the bill that closed out on June 4th.  On June 10th, we credited the account for $568.10.  The reason there is still a balance is attributable to the fact that Ms. [redacted] under paid the bill for $6.90.  The amount that was due too be paid was $721.42.  The amount paid was actually $714.52.  The amount still due was this amount because of a past due balance of $475.  These credits will show on the bill that Ms. [redacted] should receive by July 7th.