SteelNet

12-22-15To whom it may concern:My name is Jenifer; I am currently the executive assistant at Steel Net internet here in Klamath Falls, OR.Regarding [redacted] : On the afternoon of Wednesday 12-16-15, I received a call from [redacted] stating that her internet was not workingI looked into her account and saw she wassuspended due to an overdue payment of $I called [redacted] requesting payment [redacted] begancursing at me and would not let me explain what was going on with her accountI was able to say verylittle due to her yellingI told her that we sent her notices about the past due amount to the e-mailaddress she provided us on fileI tried to verify this was a correct e-mail address at which [redacted] statedshe had changed it years priorI told [redacted] that we need her to keep us updated regarding anychange in e-mail, phone number etc [redacted] continued to talk over me and finally ended our call bycursing one last time then hanging up on me [redacted] proceeded to call back a few moments later (a callI missed due to answering another phone call seconds before)I then printed out the documents I hadon my end to show when [redacted] paid, and where the payment was missed so I could better explain thesituationI was about to contact her to send this information to her when she arrived at our office[redacted] immediately was defensive and aggressive toward meI gave her the papers I printed for her anddidn't even get a chance to explain what they meant before she began screaming at me asking howmuch she owed multiple timesI let her know $was due and she wrote a check for the wholeamount [redacted] slid the check across the desk to me, stood up and began cursing at me stating "I betterturn her [redacted] internet on right away." I tried to explain to [redacted] it would take a moment to do so[redacted] repeatedly asked for a corporate number to which I told her there is no corporate and I am theone who handles thisOur technician J.R R [redacted] showed up at this time [redacted] began yelling at him aswellShe left the office screaming down the hallway at J.R to the point where another person from acompany in the same building came out of her office to see what was going on [redacted] has hadfull service since she made her payment that dayAs far as I was concerned the matter was settled sinceshe made her paymentThis has not been an issue with our systemYes we did in fact move to a newbilling system and made multiple attempts to contact her with no successWe also made multipleattempts to contact her prior to her services from being suspendedIn fact as a courtesy we left herservices enabled past days overdueWe went above and beyond to assist her own irresponsibilitywith paying her billJust like any other business we are happy to provide service however we cannotprovide services without paymentWe waited a reasonable amount of time with multiple attempts tocontact the customer for a resolutionWhen we finally did the customer was hostile and frankly treatedour staff in a manner that encourages us to refuse service to this customerWe are more than happy towork with any customer, as we have attempted hereEven with her continued vulgar behavior wecontinued to act professional and attempt a resolutionWe regret she felt the need to file a complaint.Steel net is in no way at fault here, and we believe this reflects our continued commitment to work withour customers and work with them as friends, community members, and familySincerely, JeniferJ [redacted]

12-22-15To whom it may concern:My name is Jenifer; I am currently the executive assistant at Steel Net internet here in Klamath Falls, OR.Regarding [redacted]: On the afternoon of Wednesday 12-16-15, I received a call from [redacted] stating that her internet was not working. I looked into...

her account and saw she wassuspended due to an overdue payment of $111. I called [redacted] requesting payment. [redacted] begancursing at me and would not let me explain what was going on with her account. I was able to say verylittle due to her yelling. I told her that we sent her notices about the past due amount to the e-mailaddress she provided us on file. I tried to verify this was a correct e-mail address at which [redacted] statedshe had changed it 5 years prior. I told [redacted] that we need her to keep us updated regarding anychange in e-mail, phone number etc. [redacted] continued to talk over me and finally ended our call bycursing one last time then hanging up on me. [redacted] proceeded to call back a few moments later (a callI missed due to answering another phone call seconds before). I then printed out the documents I hadon my end to show when [redacted] paid, and where the payment was missed so I could better explain thesituation. I was about to contact her to send this information to her when she arrived at our office.[redacted] immediately was defensive and aggressive toward me. I gave her the papers I printed for her anddidn't even get a chance to explain what they meant before she began screaming at me asking howmuch she owed multiple times. I let her know $111.00 was due and she wrote a check for the wholeamount. [redacted] slid the check across the desk to me, stood up and began cursing at me stating "I betterturn her [redacted] internet on right away." I tried to explain to [redacted] it would take a moment to do so.[redacted] repeatedly asked for a corporate number to which I told her there is no corporate and I am theone who handles this. Our technician J.R R[redacted] showed up at this time. [redacted] began yelling at him aswell. She left the office screaming down the hallway at J.R to the point where another person from acompany in the same building came out of her office to see what was going on. [redacted] has hadfull service since she made her payment that day. As far as I was concerned the matter was settled sinceshe made her payment. This has not been an issue with our system. Yes we did in fact move to a newbilling system and made multiple attempts to contact her with no success. We also made multipleattempts to contact her prior to her services from being suspended. In fact as a courtesy we left herservices enabled past 60 days overdue. We went above and beyond to assist her own irresponsibilitywith paying her bill. Just like any other business we are happy to provide service however we cannotprovide services without payment. We waited a reasonable amount of time with multiple attempts tocontact the customer for a resolution. When we finally did the customer was hostile and frankly treatedour staff in a manner that encourages us to refuse service to this customer. We are more than happy towork with any customer, as we have attempted here. Even with her continued vulgar behavior wecontinued to act professional and attempt a resolution. We regret she felt the need to file a complaint.Steel net is in no way at fault here, and we believe this reflects our continued commitment to work withour customers and work with them as friends, community members, and family. Sincerely, JeniferJ[redacted]