Sierra Nevada Communications

RE: Billing or Collection IssuesTo whom this may concern, Your case [redacted] dated 10/26/request for assistance from the former consumer [redacted] Per contract conditions Mr [redacted] has permitted the use of his credit card in question to pay his monthly bill for Internet services renderedHe had approved his significant other to apply payments to this card since the beginning of his contracted servicesUpon termination of services, the unpaid services were applied to the credit card on file per service agreementMr [redacted] had subsequently fallen two payments behind in his account after numerous calls and reminders from our companyNo response came from the [redacted] householdThe credit card on file is used to guarantee payment and was subsequently charged when Mr [redacted] 's significant other on file called and asked for services to be terminated on 10/25/Our Customer Service Representative explained the company policy to the [redacted] 's and informed his significant other the card on file would be charged to close the accountUpon discovering the next month of service was charged to his card an immediate credit was issued back to this card in questionUnfortunately, the [redacted] household ran into financial problems per his letter to your firm and should have taken steps prior to falling behind in his affairs

RE: Billing or Collection IssuesTo whom this may concern, Your case [redacted] dated 10/26/2017 request for assistance from the former consumer [redacted]. Per contract conditions Mr. [redacted] has permitted the use of his credit card in question to pay his monthly bill for Internet...

services rendered. He had approved his significant other to apply payments to this card since the beginning of his contracted services. Upon termination of services, the unpaid services were applied to the credit card on file per service agreement. Mr. [redacted] had subsequently fallen two payments behind in his account after numerous calls and reminders from our company. No response came from the [redacted] household. The credit card on file is used to guarantee payment and was subsequently charged when Mr. [redacted]'s significant other on file called and asked for services to be terminated on 10/25/2017. Our Customer Service Representative explained the company policy to the [redacted]'s and informed his significant other the card on file would be charged to close the account. Upon discovering the next month of service was charged to his card an immediate credit was issued back to this card in question. Unfortunately, the [redacted] household ran into financial problems per his letter to your firm and should have taken steps prior to falling behind in his affairs.

Review: THEY SAY I GO OVER MY LIMIT ON INTERNET ~ FROM DAY 1 I HAVE DONE NOTHING DIFFERENT ~ WENT FROM $14.95 TO 59.99 NOW THEY WANT MORE NO WAY !

STARTED OUT @ $14.95 WENT TO $59.99 NOW THEY CALLED ME THIS DAY & WANT ME TO GO TO $79.99 NO WAY ! I HAVE DONE NOTHING DIFFERENT & WHY & HOW CAN THEY MONOTOR ME WITHOUT PERMISSION ! VERY UPSET ~ HOPE YOU CAN HELP ! THIS IS NOT RIGHT !Desired Settlement: I WANT MY $14.95 RATE BACK WITH NO HASSLES I AM ON A SET INCOME & THIS IS VERY UPSETTING TO ME. I AM VERY SINCETIVE TO PEOPLE THAT LIE TO PEOPLE. I HOPE YOU CAN HELP ME OUT IF NOT I WILL CUT THEM OFF ! THEN I WILL BE OUT OF CONTACT WITH MY LOVE ONES. WHICH CAUSES SEVERE DEPRESSION !

Business

Response:

Business' Initial Response

Company states:

Today, I have received a complaint of your dissatisfaction of the services you receive from us. Our service is metered (which means limited service). I see you have multiple issues that require addressing. I have personally reviewed your service record from the start of service and all of the notes you have forwarded over the last two years.

So I will address each one that I identify from the complaint filed.

1. "Price started out at $14.95."

Your first statement here is incorrect. The signed document price was $19.95 for 2 gigabytes of service on May 23, 2011.

2. "Now paying $59.95."

This plan allows 25 gigabytes of data per month. You moved to this plan in September 2011.

3. "We called you and want you to go to $79.95 per month."

No, we recommended from your reoccurring usage that you to be in the recommended service plan that best fits your usage. The $79.95 plan allows up to 40 gigabytes of data per month. Your current usage is 1 gigabyte plus per day or in a 30 day month, equal to 30 plus gigabytes of data consumer monthly.

4. "How can they monitor me without permission?"

We monitor only bytes of data passing through your modem at your residence to our server. We do not monitor what you are looking at. We have a signed 'Acceptable Use Policy' with you, stating that will agree to terms of use. This agreement is available for you to review on our website www.gosnc.com.

5. "I want my rate back at $14.95 per month."

Again SNC has never had a $14.95 package. Our current packages begin at $24.95 per month for 3 gigabytes of data.

6. "I am very sensitive to people that lie to people."

My apologies in advance for being straight forward and possibly rude. Isn't this what you are doing by filing this complaint "lying" or at best "misdirecting" the Revdex.com about the understood terms and conditions of the agreement you signed! It was explained to you that this is a metered service before you signed the agreement.

This last statement is to make you aware of how it feels to be accused of lying. We are above board with everything. Our staff is very willing to help in numerous ways to discover why your use is at this level, but you must ask for help. As you can tell I have no mercy for people that accuse me or my staff of lying. But I am willing to go the extra mile to help our customers. Lying is the one thing I will not tolerate and "have fired" employees and customers for it!

SNC does have solutions available for you. I must make some assumptions here. You are a Netflix, Hulu, or other form of video streaming user. On our website www.gosnc.com curser over "High Speed Internet" there you will find a "Usage Estimator". You may use this calculator to help you understand how much data you are consuming.

Next, you probably have a router in the home - is it secure? - We will be happy to check this for you at no charge. A Service Tech may have to come to your home. If the router is not secure and your neighbors are using the bandwidth you are paying for them, it costs you. Let's check it! We allow one time no cost rip to help customers. After that the trip cost is $39.9+5 for up to 30 minutes of time. Hourly charge applies after that.

Ok now back to video usage. Netflix and other streaming video services offer different data streaming rates. Log into the service website and turn down the streaming rate this will have a dramatic effect on the data consumed. Our customer service can walk you through this process.

Other issues may be happening that you may be completely unaware of. You may have a Virus, Trojan, Worm, or other problem on one of your devices. This would require you to have your computers, etc. tested by a qualified computer repair person or facility. SNC does not provide that service as stated in your contract with us.

Under the Customer Support tab on our website is a tremendous amount of information to help you work your way to understanding the complexity of broadband networks and computer verbiage.

We sent out on the 5th, 15th, and 25th each month an alert when required to let you know that the service plan limits may be exceeded by your current usage. You have been sent fourteen notices recently. I am enclosing a copy that is carbon copied (CC) to our service department representative of one such notice. Also available to you is your ability to check on your usage online. Every customer was sent two letters last year on how to access the information with login user name and password. If you require help on how to access this feature available to you please call our customer service department.

Seeing in this complaint you are using a different email address, SNC has updated our database to include this new email. We will use this email to send out future overage notices and will continue to send notices also to the gosnc.com email.

Or we can set limits up to shut your service off before you exceed your current plan.

Now, let us take a look at your overages. In that part of my review, I discovered that you would have had a total savings of $320.00 plus or minus a few cents this year alone had you moved to the next higher plan. We are still willing to work with you on this part. Here is what is available to you, migrate to the next higher plan of $79.95 for 3 consecutive months (per contract) and we will remove the overages for April and May. This will save you over two-hundred and thirty dollars ($230.00). We will wave these charges. Our customer service representative was trying to save you money not give the appearance we wanted you paying more. We apologize for that misunderstanding.

Your current past due amount is $394.97. Your service is scheduled to be shut off on June 1st for non-payment. Once this happens we will only accept full payment to turn service back on. Please don't let this happen. With the proposed plan change your current balance will be $164.97 plus the next month invoice is now for $59.95 plus overages breaks down as follows - monthly fee of $59.95 plus current overages of $70.00. Changing the service plan to $79.95 will save you approximately $50.00. This change is in your best interest.

Monthly Usage History

Month Gross Usage Net Usage

Aug-2012 6,270,413,732 6,270,413,732

Sep-2012 31,210,292,151 31,210,292,151

Oct-2012 31,663,855,045 31,663,855,045

Nov-2012 26,799,332,145 26,654,332,145

Dec-2012 28,288,801,445 28,133,801,445

Jan-2013 26,285,803,167 26,149,041,672

Feb-2013 39,529,085,968 39,389,085,968

Mar-2013 28,279,782,821 28,129,782,821

Apr-2013 37,367,350,365 37,217,350,365

Monthly Average 28,410,524,093 28,313,106,149

May-2013 1,926,681,033 28,328,981,028 30,255,662,061 30,115,662,061

Current May total 30.115 gigabytes consumed and climbing. Your current service plans allow for 25 gigabytes. At the moment this was recorded you are in excess of 5+ gigabytes in overages.

Please call customer service at 209 962-6373 during regular business hours, our service representatives will help you.