Southern California Telephone Company

Initial Business Response / [redacted] (1000, 5, 2016/06/07) */ Customer was in a contract for her internetThe contract term was for 3/6/15-3/6/however cancelled the internet on 5/24/She had months left in her contract.I am waiving the Early Termination Fee of $and I have also applied credit for that and another credit of $Once the customer returns our equipment I [redacted] also apply a credit of $to the account which [redacted] close this account and a zero balance [redacted] be owedThe Customer did not contact us to resolve this before filing the complaintI have contacted the customer to advise her of the status of this account

This review was not posted by our actual customer and should therefore be removed Furthermore, when this individual called on behalf of our customer, [redacted] ***, we worked with him and agreed to cancel Mr***'s account and refund him $for the move feeOur Customer Service Rep called and spoke tot he grandson to inform him of the refund and the grandson gave us the address to mail the payment to and said he was very appreciative of all we had done to resolve the situationTherefore, this matter was handled promptly and to the customer's grandson's satisfaction We are a family owned and operated business that takes great pride in taking care of our customers, as we did for Mr***

This customer signed up on Wednesday 22nd, the day before the Thanksgiving holidayThe following day, the customer changed her mind and made several calls and submitted on-line inquiries to cancel her service but our office was closed due to the holiday so she was unable to get in touch with
someoneOn Saturday she spoke to our weekend CSR, ***, who told her she was not yet a customer of ours and agreed to have someone call her back when our office reopened on MondayFirst thing this morning when our office opened back up (Monday), our Sales Assistant Manager, ***, sent an e-mail to the customer apologizing that we were unable to get to her request until today due to the holiday weekendOur Sales Manager canceled her request to transfer services to our company this morning, and he also added her to our do not call list so that we don’t sign her up againHe then personally called her to apologize that she was unable to get a hold of someone over the holiday weekend and confirmed her services wouldn't be transferredShe thanked him, and that was the end of the conversation
As per Mrs*** request, her phone services were not switched to our company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12397848, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 8, 2016/01/11) */
Contact Name and Title: *** *** - COO
Contact Phone: XXXXXXXXXX
Contact Email: ***@solcaltelephone.com
Mr.*** transferred his service from SCT&E to Cox Communication on 12/23/This is when he lost his Dial ToneIt was lost in the
transaction between Cox Communication and VerizonSCT&E has no hardware, nor software that would enable us to "hold his service"He was misinformed (lied to!) as to why he lost his Dial Tone by either a Cox or Verizon representativeThis is a standard response when the transfer of service has been mishandledWhen Mr.*** initiated his transfer of service we no longer had any authority concerning his serviceOnce the transfer is started it became the sole responsibility of Cox Communication and Verizon to assure the service was completed and Mr*** had Dial ToneAgain, SCT&E has no ability to "hold a Customer's line", nor would there be any positive result if we were able to
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** *** alleges my service was transferred from Verizon to CoxI have no accounts with Verizon or Cox
My account was with Southern California TelephoneThey were responsible for my serviceI requested my number to be ported to Ooma on December I understood the process may take 4-weeks to implementHowever, I was not warned that there would be SIX DAYS OF DOWN TIME BETWEEN THE TIME SO.CAL.TEL DISCONNECTED MY SERVICE AND WHEN THEY RELEASED THE NUMBER TO OOMAOoma was available by phone on Christmas Eve and Christmas Day to try to get service up and runningHowever, they had NO ACCESS to the phone number until MONDAY, DECEMBER I was not "LIED TO" by either Cox or VerizonI have no accounts with either of these companiesCertainly Ooma had no motivation to "LIE" to me and deny me serviceThey bent over backwards to help ON CHRISTMAS EVE, DAY...the next day and the next, but their hands were tiedMeanwhile, So.Cal.Telhad no one available to helpNothing but a recording saying I could not even leave them a message because their mailbox was FULL! Then their EMERGENCY number was answered by an answering service who took my message and told me not to expect a call back until the next business day (THREE DAYS LATER!)It is inconceivable that a utility company could be so negligent, irresponsible and uncaring about their customersPerhaps this was their way of retaliation for losing the accountWell, good riddance!
Final Business Response /* (4000, 13, 2016/01/13) */
AGAIN, Mr*** is not understanding the process of a transfer of his phone service! Once he initiated that transfer (to whomever he went with)we no longer had any control of his accountWe have NO hardware, nor software to prevent that transfer from taking placeOnce the receiving Company starts the process of the transfer there is nothing we can do to stop, interfere, act on the Customer's behalfThe Company he transferred to has TOTAL control of the process once they start the transferWE HAVE NO ABILITY to interfere with that transfer process!!
It is unfortunate that Mr.*** was lied to; unfortunate that he does not accept the facts of how Telephone Companies transfer services from one Vendor to anotherObviously, there is nothing more we can say to explain why he lost his Dial ToneIf the Revdex.com is truly involved in resolving an issue between a Customer and a Business it would seem sensible to suggest they investigate what has been stated above and let Mr.*** know that we are factually stating what transpires when a Customer changes his Telephone Vendor
Final Consumer Response /* (4200, 15, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AGAINOoma has no stake in delaying their serviceFor the CEO of a utility company to assert that other people are LYING is amateurishThe fact remains SoCalTel customer service was not available, their message machine was FULL and could not receive any more messages and their EMERGENCY phone number was answered by an ANSWERING SERVICE who said not to expect a call back until the next business dayThis is no way to run a phone company
On the following Monday, Ooma got access to the phone number and immediately implemented the serviceOoma was on top of the problem and did all they could with the access they had as soon as they had it
SoCalTel has no hardware or software? They also don't have any customer serviceThey are just a sham reseller taking no responsibility for their product
AGAIN...good riddanceCase closed

This review was not posted by our actual customer and should therefore be removed.
Furthermore, when this individual called on behalf of our customer, [redacted], we worked with him and agreed to cancel Mr. [redacted]'s account and refund him $93.10 for the move fee. Our Customer Service Rep called and...

spoke tot he grandson to inform him of the refund and the grandson gave us the address to mail the payment to and said he was very appreciative of all we had done to resolve the situation. Therefore, this matter was handled promptly and to the customer's grandson's satisfaction.
We are a family owned and operated business that takes great pride in taking care of our customers, as we did for Mr. [redacted].

Initial Business Response /* (1000, 5, 2016/06/07) */
Customer was in a contract for her internet. The contract term was for 3/6/15-3/6/17 however cancelled the internet on 5/24/16. She had 10 months left in her contract.I am waiving the Early Termination Fee of $399.60 and I have also applied...

credit for that and another credit of $92.38. Once the customer returns our equipment I [redacted] also apply a credit of $350.00 to the account which [redacted] close this account and a zero balance [redacted] be owed. The Customer did not contact us to resolve this before filing the complaint. I have contacted the customer to advise her of the status of this account.