I am rejecting this response because the "facts" that Mr*** "gathered" are mostly fiction.Here are the true facts: Fact: Mobile Citizen uses the Clear Wireless WiMax NetworkFact: I was indeed a Clear Wireless customer in March and my account was paid up until April 8.Fact: Existing Clear Wireless customers were instructed in writing to cancel their Clear accounts and send the cancellation confirmation number and date of cancellation to CollegeBuys before purchasing a Mobile Citizen subscription.Fact: I arranged with Clear to cancel my account effective April but their confirmation email did not include a confirmation numberI started a CollegeBuys Customer Service Chat session on March to get clarification on that issue.Fact: I was told by the chat agent to disregard the written instructions and go ahead with the purchaseWhat follows is an excerpt from the chat transcript:-------------------------------------------------------------------- 4:PM ThinkEDU Support TeamHi To order, just go to: http://shop.collegebuys.org/mobile-citizen-subscription-p1449.aspx 4:PM *** ***I've been there alreadyIt says I need to cancel my current Clear account and send you the confirmation # from Clear BEFORE I purchaseClear didn't include a confirmation # in the email, 4:PM ThinkEDU Support TeamThat's OKIt should be fineJust fill out the order and make sure your MacID is correct. 4:PM *** ***So just ignore the instructions about emailing confirmation & cancellation date before buying? 4:PM ThinkEDU Support TeamCorrect. As long as you know your device is no longer attached to any other Mobile Citizen service. 4:PM *** ***Um, I don't have a Mobile Citizen accountI've had a Clear account for a few years and the device will be attached to my Clear account until April 8th. 4:PM ThinkEDU Support TeamWhat's your MacID? 4:PM *** ***00:1D:88:81:19:0D 4:PM ThinkEDU Support Team***, I'm not sure if they need to wait until April 8thHere's what I would doGo ahead and orderAt best, you will have service from this account next WednesdayAt worst, next FridayIf any issues crop up, our Mobile Team will reach out to you.----------------------------------------------------Fact: I ordered a 30-day subscription and paid $on March I included a note on the order explaining that my Clear Wireless account would be cancelled effective April 8.Fact: Not long after ordering, I received a voicemail from Ryan at CollegeBuys and returned the callHe explained that he'd arrange the timing with Mobile Citizen so service should start on April and I'd be without internet for "no more than a day." I remember that quote clearly because paying extra for temporary internet service would be a financial hardship for me.Fact: Although I ordered and paid for a Mobile Citizen subscription on March 17, SERVICE DIDN'T START UP UNTIL THE NEXT MONTH ON APRIL 15, a full days after my Clear service endedWhere Mr*** came up with a quote about "days" I don't know.Fact: I have received nothing for freeI paid a total of $to CollegeBuys for days of service and have received days of service thus far, less the time when service was suspended after CollegeBuys attempted to bill my card earlyIn addition to that $30, I paid $for temporary wifiI want Mr*** to explain, in detail, how and when I allegedly received "nearly days of free service."Fact: At no time did I want a refund of fees for the final month of Clear Wireless service, so - obviously - I never requested one, either from Clear or from CollegeBuysIt goes without saying that no one ever informed me I would have to communicate with Clear Wireless about a refund I never asked for.Fact: I requested credit for unexpected wifi expenses due to screw ups by CollegeBuys staff/agentsIt is really unfortunate that Mr*** cannot grasp that (1) Clear Wireless billing is independent of unexpected temporary wifi fees, (2) a service activation delay lasting from April to April does not equal business day, (3) his contention that I received nearly months of free internet service is utterly preposterous.Additionally, I received notice that CollegeBuys is discontinuing Mobile Citizen internet subscriptionsTherefore, I need to amend my original request for reimbursement in the form of an account credit to a reimbursement by checkAlso, in light of the insulting correspondence from Mr***, I'm no longer willing to accept a partial reimbursementI want the full amount of $that I deserve.Sincerely,*** ***
Dear Mr. [redacted]- I am emailing you in response to the complaint submitted by [redacted] to the Revdex.com. In reading the customer’s complaint and conferring with [redacted] (the [redacted] she is referring to in her complaint), I can tell you that this issue occurred because of...
the customer. Here are the facts we gathered: (1) The customer was already an existing Clear Wireless consumer – she was being billed by Clear Wireless, and according to her complaint, she had been billed through April 8. (2) Clear Wireless also powers the Mobile Citizen (low-cost, wireless, broadband internet), which is being distributed through CollegeBuys (mine and [redacted]’s Program).(3) There are no records of the conversation between Ms. [redacted] and any CollegeBuys staff that would imply that we can schedule her transition of service without interruption. For that matter, it is not our practice to allow this. Also, the notes that were pulled reflect that the customer is requesting a refund of the outstanding, prorated, subscription she had already paid to Clear Wireless, from CollegeBuys – which we informed her would be something she would have to communicate with Clear Wireless, since the funds did not go to us.(4) For the matter regarding disruption of service that allegedly “lasted 5 days” –our terms of service state that Mobile Citizen wireless service may begin up to 3-5 business days after activation, and the customer clicked on the button that stated she understood these terms and conditions. To further clarify, according to our records and our system, she was only without service for 1 business day.(5) Ms. [redacted] indicates that she signed up for Mobile Citizen service onMarch 17 (knowing that she had paid for her Clear Wireless service through April 8). Our automated billing system will bill registered credit cards every ~30 days, which is why she was charged again in April 15 – which was declined, and which is also the reason service stopped in May 12. She basically received nearly 30 days of additional service for free. On top of that, CollegeBuys has provided service through June 18 – nearly 60 days of free service due to her expressed dissatisfaction. My program is a program that delivers low cost, internet service to underserved and underrepresented communities. Our track record of providing exemplary customer service is known statewide within the California Community Colleges system (that’s 2.5million students at 112 California Community Colleges), and this is the first such complaint we have ever received. It is really unfortunate that the customer is dissatisfied with our service, and we did (and are still doing our best to assist her). It is also really unfortunate that the customer cannot grasp the (1) Clear Wireless billing is independent of Mobile Citizen/CollegeBuys billing, (2) Service interruptions occur, as stated in our terms of service, and this could occur 3-5 business days and in her instance only occurred 1 business day, (3) her request for refund is unreasonable, in that we did not ask her to obtain internet elsewhere, for that matter she is availing of nearly 60 days of free internet service for her dissatisfaction. Please let me know if this message suffices in addressing the customer’s issues. Thank you, and I look forward to a positive outcome in this matter. Regards,[redacted]Director, Collaborative ServicesFoundation for California Community Colleges
I am rejecting this response because the "facts" that Mr*** "gathered" are mostly fiction.Here are the true facts: Fact: Mobile Citizen uses the Clear Wireless WiMax NetworkFact: I was indeed a Clear Wireless customer in March and my account was paid up until April 8.Fact: Existing Clear Wireless customers were instructed in writing to cancel their Clear accounts and send the cancellation confirmation number and date of cancellation to CollegeBuys before purchasing a Mobile Citizen subscription.Fact: I arranged with Clear to cancel my account effective April but their confirmation email did not include a confirmation numberI started a CollegeBuys Customer Service Chat session on March to get clarification on that issue.Fact: I was told by the chat agent to disregard the written instructions and go ahead with the purchaseWhat follows is an excerpt from the chat transcript:-------------------------------------------------------------------- 4:PM ThinkEDU Support TeamHi To order, just go to: http://shop.collegebuys.org/mobile-citizen-subscription-p1449.aspx 4:PM *** ***I've been there alreadyIt says I need to cancel my current Clear account and send you the confirmation # from Clear BEFORE I purchaseClear didn't include a confirmation # in the email, 4:PM ThinkEDU Support TeamThat's OKIt should be fineJust fill out the order and make sure your MacID is correct. 4:PM *** ***So just ignore the instructions about emailing confirmation & cancellation date before buying? 4:PM ThinkEDU Support TeamCorrect. As long as you know your device is no longer attached to any other Mobile Citizen service. 4:PM *** ***Um, I don't have a Mobile Citizen accountI've had a Clear account for a few years and the device will be attached to my Clear account until April 8th. 4:PM ThinkEDU Support TeamWhat's your MacID? 4:PM *** ***00:1D:88:81:19:0D 4:PM ThinkEDU Support Team***, I'm not sure if they need to wait until April 8thHere's what I would doGo ahead and orderAt best, you will have service from this account next WednesdayAt worst, next FridayIf any issues crop up, our Mobile Team will reach out to you.----------------------------------------------------Fact: I ordered a 30-day subscription and paid $on March I included a note on the order explaining that my Clear Wireless account would be cancelled effective April 8.Fact: Not long after ordering, I received a voicemail from Ryan at CollegeBuys and returned the callHe explained that he'd arrange the timing with Mobile Citizen so service should start on April and I'd be without internet for "no more than a day." I remember that quote clearly because paying extra for temporary internet service would be a financial hardship for me.Fact: Although I ordered and paid for a Mobile Citizen subscription on March 17, SERVICE DIDN'T START UP UNTIL THE NEXT MONTH ON APRIL 15, a full days after my Clear service endedWhere Mr*** came up with a quote about "days" I don't know.Fact: I have received nothing for freeI paid a total of $to CollegeBuys for days of service and have received days of service thus far, less the time when service was suspended after CollegeBuys attempted to bill my card earlyIn addition to that $30, I paid $for temporary wifiI want Mr*** to explain, in detail, how and when I allegedly received "nearly days of free service."Fact: At no time did I want a refund of fees for the final month of Clear Wireless service, so - obviously - I never requested one, either from Clear or from CollegeBuysIt goes without saying that no one ever informed me I would have to communicate with Clear Wireless about a refund I never asked for.Fact: I requested credit for unexpected wifi expenses due to screw ups by CollegeBuys staff/agentsIt is really unfortunate that Mr*** cannot grasp that (1) Clear Wireless billing is independent of unexpected temporary wifi fees, (2) a service activation delay lasting from April to April does not equal business day, (3) his contention that I received nearly months of free internet service is utterly preposterous.Additionally, I received notice that CollegeBuys is discontinuing Mobile Citizen internet subscriptionsTherefore, I need to amend my original request for reimbursement in the form of an account credit to a reimbursement by checkAlso, in light of the insulting correspondence from Mr***, I'm no longer willing to accept a partial reimbursementI want the full amount of $that I deserve.Sincerely,*** ***
Dear Mr. [redacted]- I am emailing you in response to the complaint submitted by [redacted] to the Revdex.com. In reading the customer’s complaint and conferring with [redacted] (the [redacted] she is referring to in her complaint), I can tell you that this issue occurred because of...
the customer. Here are the facts we gathered: (1) The customer was already an existing Clear Wireless consumer – she was being billed by Clear Wireless, and according to her complaint, she had been billed through April 8. (2) Clear Wireless also powers the Mobile Citizen (low-cost, wireless, broadband internet), which is being distributed through CollegeBuys (mine and [redacted]’s Program).(3) There are no records of the conversation between Ms. [redacted] and any CollegeBuys staff that would imply that we can schedule her transition of service without interruption. For that matter, it is not our practice to allow this. Also, the notes that were pulled reflect that the customer is requesting a refund of the outstanding, prorated, subscription she had already paid to Clear Wireless, from CollegeBuys – which we informed her would be something she would have to communicate with Clear Wireless, since the funds did not go to us.(4) For the matter regarding disruption of service that allegedly “lasted 5 days” –our terms of service state that Mobile Citizen wireless service may begin up to 3-5 business days after activation, and the customer clicked on the button that stated she understood these terms and conditions. To further clarify, according to our records and our system, she was only without service for 1 business day.(5) Ms. [redacted] indicates that she signed up for Mobile Citizen service onMarch 17 (knowing that she had paid for her Clear Wireless service through April 8). Our automated billing system will bill registered credit cards every ~30 days, which is why she was charged again in April 15 – which was declined, and which is also the reason service stopped in May 12. She basically received nearly 30 days of additional service for free. On top of that, CollegeBuys has provided service through June 18 – nearly 60 days of free service due to her expressed dissatisfaction. My program is a program that delivers low cost, internet service to underserved and underrepresented communities. Our track record of providing exemplary customer service is known statewide within the California Community Colleges system (that’s 2.5million students at 112 California Community Colleges), and this is the first such complaint we have ever received. It is really unfortunate that the customer is dissatisfied with our service, and we did (and are still doing our best to assist her). It is also really unfortunate that the customer cannot grasp the (1) Clear Wireless billing is independent of Mobile Citizen/CollegeBuys billing, (2) Service interruptions occur, as stated in our terms of service, and this could occur 3-5 business days and in her instance only occurred 1 business day, (3) her request for refund is unreasonable, in that we did not ask her to obtain internet elsewhere, for that matter she is availing of nearly 60 days of free internet service for her dissatisfaction. Please let me know if this message suffices in addressing the customer’s issues. Thank you, and I look forward to a positive outcome in this matter. Regards,[redacted]Director, Collaborative ServicesFoundation for California Community Colleges