Socket Telecom, LLC

Socket had reviewed the customer's account and waived the March charges effective 3/12/18. We consider the matter to be closed

Initial Business Response /* (1000, 5, 2015/04/29) */
***,
We are sorry that you were unable to experience our serviceWe do strive for the best possible customer service for all of our customersDue to the confusion at the time of sign up, we have decided to waive the circuit feeAs of
now, there is no balance on the account and it will not be forwarded to collections
Thank you,
***
Customer Service Supervisor

Revdex.com,After reviewing the account, we have determined that the charge of $will be waived. Due to the area no longer being serviced after 2/28, we will also be sending a prepaid return label for the equipment currently in the customer's possession. We apologize for any
inconvenience.Socket Office

I recently switched service providers for my internet serviceI had my old service discontinued on 03/02/On 03/02/Socket installed their equipment but were unable to set up my service that dayI was called later that day with an update that they should know more the next day which would be 03/03/after 5:pmSince that day I have not received a call from Socket with any updates nor have I had internet service for daysI have had to call them multiple times for an update and I was told each time that my previous wireless provider would not release there part of ownership of wiring so they could not transfer their services to my line and that my previous service provider would be out the next day to do their part I was told that it would be "the next day" days in a rowIt has been days now with no service or follow up calls from SocketI have been polite each time I had to reach out to them for an update, which they made no effort to reach out and provideTheir

We apologize for the delay in resolving this issue. The issue stemmed from issues delivering the circuit to the customer's address. Part of this was coordinating with the customer's landlord and the phone company delivering our circuit. As of yesterday evening, we have the circuit
delivered and are in the process of contacting the customer to confirm everything is working. The customer's service will not begin billing until the customer is confirmed as live

On 12/1/16, the invoice for December was created for $70 for the service+$5 for the router rental.  This was not paid.  We did not receive word from the customer that there were technical problems nor did we receive a payment.  From our perspective, we can only assume the customer had...

working service.  On 1/1/17, an invoice was created for the January bill of $70 for the service+$5 for the router rental.  In addition to this, the service was placed on a suspension of service due to no payment for December.  At this point, the customer could have paid the past due to restore services in full.  We supply a grace period after the due date (20th) of every month's bill of ten days after the billing is past due.On 1/26/17, the customer called us to advise that he had a $150 bill (invoices as above).  We advised the December and January charge.  He stated that there were tech problems in Dec (the customer did not report these issues to us so from our perspective the service was working).  He also stated he shouldn't have to pay January since the service was off.  Unfortunately, the billing for Dec and January would stand.  As per our Terms of Service, "Account maintenance must be done prior to the next billing period (changes to the account, billing options, cancellations)."  In addition to this, we cannot credit tech issues for a time period in which they are not reported.In order to reconnect, the customer would need to pay the $150.  If the customer decides not to reconnect, the remaining balance on the account of $150 would need to be paid and the router would need to be returned in order to avoid collections.

Final Consumer Response /* (2000, 7, 2015/12/04) */
I was fully compensated, and I did not have to pay the $60 penalty fee. I am happy with this and the issue is closed.

[redacted],    Socket would like to apologize for the issues that occurred with your service.  There were several issues that occurred here.  There was a combination of a faulty phone jack, and later on, we found the modem to be bad as well.    When we spoke to you on...

4/4/16, we changed the WiFi password and network name for you.  At this time, you were able to verify that the issue is resolved.    It is Socket policy to always review credits for service issues after a problem is resolved.    Socket has determined that [redacted] is entitled to a $55 credit on the account.    You will see this credit on your account immediately.    Please let us know if you have any further issues.  We want to solve your problem right away.    Regards,    [redacted]  Socket Technical Support Supervisor

Initial Business Response /* (1000, 5, 2015/10/19) */
Contact Name and Title: [redacted]/CS Supervisor
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@socket.net
On 10/1/15, [redacted] called to set up services with a go live date of 10/9. She asked if she could use the equipment that was present from...

a prior user who had moved out with a delinquent balance. We advised her that it would be best if she returned it and got new equipment (saving her the liability for any damages that were not hers). We did tell her that she was in no way liable for the equipment of the prior user unless she decided to use it instead of new equipment. On 10/5, she picked up her new equipment. On the evening of 10/9, we experienced issues getting her service up and live due to the prior customer still having existing, not cancelled, service through us. On 10/10, she called to see why her service was not up. The tech's confirmed that we were unable to get this service up due to an existing service still in place. We called her to see if she would send us a copy of her lease in order to do two things: verify that the prior customer was not living there in order to cancel his service (removing the block which is keeping her service from being delivered) and also confirming that [redacted] was not just re-signing up for service under her name instead of the prior delinquent customer. On 10/11, we were able to discuss the issue with [redacted]. In this phone call, [redacted]'s roommate, who happens to have her own account in collections, was revealed to be living at the address due to one month of service unpaid and unreturned equipment. This is in addition to the prior user who has a delinquent balance. We explained to them that we will not service someone if we know a collections account customer is living at the address. We advised them to return the equipment and pay the final bill as well as to get a copy of the lease to us to confirm the prior user with an unpaid balance was not living there. We also told [redacted] that if she was not willing to do this, we would cancel her order and refund her money once she returned the equipment as she has no direct fiscal responsibility over the other accounts. On 10/12, she spoke with the department supervisor who advised her of all of this once more and told her he would expedite the return of her money. We noted that the equipment was not yet returned and would not grant a return on the money until the equipment came back into our possession. We called and left a voice mail advising this on 10/12. On the morning of 10/13, she returned the equipment. The pay return was issued to her card on 10/13/15 at 2 pm from our Accounting department. Due to the length of time it takes a return to go through both our credit card processing center and her bank, the return may have taken a few days to go back into her account. We did not hold onto her money for longer than necessary. We would recommend that the two others, the prior tenant and the roommate with the collections account, return their equipment and settle their accounts as this will affect their credit in the future.

Thank you for bringing this matter to our attention. On 1/8/18 we contacted Mr. [redacted], apologizing for any rudeness he experienced on 1/3/18. In addition, we spoke to Mr. [redacted] regarding the overdraft charges his bank charged due to processing the check prior to the due date, and his bank has...

refunded the $36 overdraft charge. At this time Socket believes the matter has been resolved. Thank you, [redacted] Call Center Manager Socket

Initial Business Response /* (1000, 5, 2015/06/23) */
The customer signed up over the phone for a two year contract beginning in September of 2014. I have reviewed the phone calls in the system in which the customer verbally confirmed the terms of service. The agent selling the services confirmed...

with the customer the $350 early termination fee as well as the duration of the contract. I have mailed the customer a hard copy of the contract as well as one of their early invoices which states that it is a two year contract for fiber internet services. In addition, the contract includes the statement that it is for the customer's current address and will not automatically move should the customer change or forward their service address.
Unfortunately, we cannot waive the charge because we do not provide services at the customer's new address. As of yet, the customer has not placed a cancel on their current service and will be invoiced as normal in July. Should the customer wish to cancel prior to July, they need to call in before the end of June or else they will be invoiced for the month of July in addition to the early termination fee when they do cancel. In addition, the customer is responsible for returning any equipment on loan from us for the fiber optic services at the end of their service.
Customer Service and Sales Manager

See attached.