South Central Rural Telephone Cooperative

Ms [redacted] w/copy of Mr [redacted] Below is an email sent to Mr [redacted] 10/15/in response to his email after our phone conversationFYI, Mr [redacted] ’s service is the same phone, DSL and video service at the same price SCRTC has been providing to its customers via our copper plant since approximately Starting in we began to replace the copper plant with fiber as build time and revenue allowsWhen the deployed fiber is placed in to service it makes available new and enhanced service optionsSome of these options are implemented at an extra charge but some are automatically enabled without any additional cost to customersSCRTC’S PVR charge was $per month from its inception with a limit of only being able to record the that was been watchedThat is because of bandwith limits of the copper plant facilitiesWhen the fiber installations began the record limit was raised to three (the one watching plus two additional channels)The fiber customer’s price was keep at $but the copper facility customer’s PVR price was lowered to $Subsequently any customer move from a non-fiber service to a fiber service would experience a cost increase of $and visa-versa as in Mr [redacted] ’s case the charge for PVR was lowered by $per monthAs per our policy for transfer of phone service Mr [redacted] was quoted $dollars as an estimated cost with the possibility of more or lessThe actual charges pending on this order is $that is being against the phone service onlyThis does not begin to cover even the installation cost (Service Rep, Engineering, Dispatch and outside Plant Techs) of phone service much less the TV and DSL installationIf Mr [redacted] has any other questions or concerns please feel free to contact us [redacted] Regulatory & Customer Service MgrSouth Central Rural TelCoopCorpIncPh###-###-####, Cell###-###-####

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 When I talked to the representative from SCRTC yesterday, he assured me that there would be no charges, even after I suggested that I would cover the installation, but his response does not indicate that, and I quote " the charges would be adjusted appropriately " so I called the billing deptand she said that they wouldn't know until the March Billing, and I said but my service was disconnected Feb1st and she said that it still would not be available until March billing, Donny Bennett the Supervisor I think is the one I talked to yesterday, but if not someone should know what I will be charged for, and not have to wait until the March billing to come out, whoever I talked to yesterday said that there would be NO money due Regards, [redacted]

I spoke with Mr*** on the Monday the 21st and re-assured him that my comment in the Revdex.com response was not clear but he would not owe SCRTC anything after we pick up the modemWe did pick up the modem Wednesday afternoonI am in the process of preparing a statement showing his zero balance to his accountThis will be mailed by Friday.*** ***Customer Service Manager

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
OK, see here's the issue; I asked different customer service representatives before changing my services over if anything would ChangeBoth representatives said nothing at all would ChangeIf I knew my services would be downgraded I would have had the choice to look into other options before my services were connectedI only got the discount from $to $because I called in trying to understand why my services were not working the way it was supposed to.l and at that point it still wasn't explained to me because I asked for a second box and explained to that representative that I wanted it to make it possible to record more the one show at a rime, I was under the impression that a second box would make it possible because it wasn't explained to me that you have to pay $for each additional streamSo now I'm paying $more for a box that doesn't help my situation and the representative made it appear that it wouldSo my $turned into $So not only am I paying $for downgraded services I'm paying more monthly You keep mentioning that you are eating the cost on rolling a truck etcThat's investing in quality service to keep your customers happy and keeping them with your companyThe install technician was here for minsThat's $an hourHow much do you expect someone to pay to "roll out a truck?" So no I'm not happy with paying for someone to downgrad my services after I was assured they wouldn't change on multiple occasions
Regards,
*** ***

I have reviewed all aspects of *** *** complaints concerning his service addition requestHis service is now working correctly after being installed on 2/20/afternoonI have apologized to *** *** for any mistakes or misunderstandings in his communications with *** We always strive
to complete all service request in a professionally and promptly *** as circumstances allow.We thank *** *** for bringing his dissatisfaction to our knowledge that we can always improve upon our service standards

After reviewing this complaint and Mr. [redacted]'s service problems, I spoke with Mr. [redacted] and acknowledged trouble he indeed did experience with his service. I have apologized to Mr. [redacted] for less than appropriate quality service we intend for our customers to experience. I have also assured...

him the charges would be adjusted appropriately related to troubles experienced.Mr. [redacted] agreed to return the equipment belonging to SCRTC but for his convenience an SCRTC Tech will be dispatched to pick up the modem.Hopefully this resolves all issues related to Mr. [redacted]'s service and leaves a pleasant atmosphere for future relationships if he so chooses so.Thanks,

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.
When I talked to the representative from SCRTC yesterday, he assured me that there would be no charges, even after I suggested that I would cover the installation, but his response does not indicate that, and I quote "   the charges would be adjusted appropriately " so I called the billing dept. and she said that they wouldn't know until the March Billing, and I said but my service was disconnected Feb. 1st and she said that it still would not be available until March billing, Donny Bennett the Supervisor I think is the one I talked to yesterday, but if not someone should know what I will be charged for, and not have to wait until the March billing to come out, whoever I talked to yesterday said that there would be NO money due.   
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Ms. [redacted] w/copy of Mr. [redacted] Below is an email sent to Mr. [redacted] 10/15/2015 in response to his email after our phone conversation. FYI, Mr. [redacted]’s service is the same phone, DSL and video service at the same price SCRTC has been providing to its customers via our copper plant since...

approximately 2001. Starting in 2006 we began to replace the copper plant with fiber as build time and revenue allows. When the deployed fiber is placed in to service it makes available new and enhanced service options. Some of these options are implemented at an extra charge but some are automatically enabled without any additional cost to customers. SCRTC’S PVR charge was $8.00 per month from its inception with a limit of only being able to record the that was been watched. That is because of bandwith limits of the copper plant facilities. When the fiber installations began the record limit was raised to three (the one watching plus two additional channels). The fiber customer’s price was keep at $8.00 but the copper facility customer’s PVR price was lowered to $5.00. Subsequently any customer move from a non-fiber service to a fiber service would experience a cost increase of $3.00 and visa-versa as in Mr. [redacted]’s case the charge for PVR was lowered by $3.00 per month. As per our policy for transfer of phone service Mr. [redacted] was quoted $31.00 dollars as an estimated cost with the possibility of more or less. The actual charges pending on this order is $24.40 that is being against the phone service only. This does not begin to cover even the installation cost (Service Rep, Engineering, Dispatch and outside Plant Techs) of phone service much less the TV and DSL installation. If Mr. [redacted] has any other questions or concerns please feel free to contact us. [redacted] Regulatory & Customer Service Mgr. South Central Rural Tel. Coop. Corp. Inc. Ph. ###-###-####, Cell. ###-###-####

I have spoken with a member of the household of the complainant and explained in detail our policies and the necessities of our provisions of services. I have also sent a letter to the complainant with the same information. We appreciate the complainant's questions and concerns and hope we have...

provided satisfactory explanation.