Sunwave

This customer has been dropped since January

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

Complaint: ***
I am rejecting this response because:
I filed on sun wave through your Bureau and my id *** and the agreed to end my contract that they neglected to do in December and reimbursed me the amount agreed with and I recieved this months bill and the amount is on my bill and new charges of 109.15..I called them and all they feel they should credit me is after the fact of the agreement that I no longer would have charges for their company cause I was no longer a customer..I am asking that they wave the 109.15.Once again they have charged me for another month..Sunwave agreed with your bureau to give me a refund on and terminate my services with them that should of been done back in DecemberI honestly have had it with this company and when calling them nothing gets resolved and what their offering is not reasonable since I had ended srrvices..Their offer is after agreeing with your company to terminate..I will send you a copy of my bill..The amount of should be remembursed that was paid last month when they agreed to terminate
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:I did call back in December to cancel and don't understand how that is the only recording that they found.I feel they should remburse me from the day my contract was suppose to end In December
Sincerely,
[redacted]

Sunwave is not sure on why this customer was not satisfied with us.  We have dealt with her many times and as recently as Friday August 5th 2016 and we felt it was resolved. Regarding the Pending amount of $130.50 that was approved as a customer service gesture and was sent to the customer.  When we looked into the original complaint there was no such call that occurred in December and our first record of them wanting to cancel was in early July which was processed. The customer did not provide the proof that she had called in December even though she advised she was going to.  Regarding to the new complaint.  The customer called again on August 5th 2016 to advise we were still on her bill. We advised her that this is a partial charge of 9 days.  Accounts get dropped on the meter read and there were probably 9 days we were on her bill prior to the meter read and the final drop.  The remaining amount should be from [redacted] and referenced to her our findings from our last complaint and what was done. Customer advised that we were lying and still referenced herself calling in December to cancel.  She was asking to be reimbursed the full charged amount for the 9 days which is $34.51.  We offered as a customer service gesture to credit the amount for what she was charged by Sunwave to what she would have been charged if she was flowing with [redacted] The credit amount offered was $14.97.  We believe this is where she or he is referencing the $19.00? We explained to the customer numerous times why we were not offering to credit the full amount as she didn’t seem to understand why she wasn’t getting a full refund. After explaining to her that when it comes to any credit the customers are on most cases just entitled to the difference from their generation charge for what they should have been charged compared to what they actually were charged on the bill.  She accepted this explanation and amount and the call ended. Regarding the other amounts that this customer is referencing we are not too sure about them. The customer never once referenced $109.15 or the amount of $59.92.  Those amounts don’t even appear in the account billing details under her account which is making us to believe that the customer is just hoping we will just approve demanded credit amount through complaining to the Revdex.com.  Sunwave has gone above and beyond what was required for this customer. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I filed on sun wave through your Bureau and my id [redacted] and the agreed to end my contract that they neglected to do in December and reimbursed me the amount agreed with 130.05 and I recieved this months bill and the amount is on my bill and new charges of 109.15..I called them and all they feel they should credit me is 19.00 after the fact of the agreement that I no longer would have charges for their company cause I was no longer a customer..I am asking that they wave the 109.15.Once again they have charged me for another month..Sunwave agreed with your bureau to give me a refund on 130.05 and terminate my services with them that should of been done back in December... I honestly have had it with this company and when calling them nothing gets resolved and what their offering is not reasonable since I had ended srrvices..Their offer is 19.00 after agreeing with your company to terminate..I will send you a copy of my bill..The amount of 59.92 should be remembursed that was paid last month when they agreed to terminate..
Sincerely,
[redacted]

HI, I SENT A FOLLOWUP ON MY COMPLAINT TO CANCEL...

BUT I WAS
TOLD BY YOUR CUSTOMER SERVICE NOT TO CANCEL YET TILL THE PRESIDENT THAT
CONTACTED ME COMES THROUGH FULLY. I JUST WANTED TO LET YOU KNOW WHAT WAS GOING.
SO I GUESS THEY HAVEN’T CONTACTED YOU YET BUT CALLED ME INSTEAD. SO PLEASE KEEP
OPEN TILL I HEAR SOMETHING THANKS,

This customer has been dropped since January 23 2015

Complaint: [redacted]
I am rejecting this response because:The chargers areally here on my bill..I should not be responsible for sunwave charges...
Sincerely,
[redacted]

YOU CAN CANCEL COMPLAINT, PRESIDENT OF COMPANY CALLED AND PERSONALL ASSURED ME THAT I WOULD BE TAKEN CARE OF.

Sudden wave is possibly the worst company ever they lie and deceive their customers .do not trust them there are other companies that are legit these people are not

The customer claims they called Sunwave in December 2015 to cancel this account but there is no call recording during this time frame from their listed number ###-###-#### & the number they provided ###-###-####.However the customer did call on November 13th of 2015 and spoke to one of our customer care representatives.The representative gave the contract end date which was December 28th 2015 and provided her with new rates that we had at that time ( November 2015) for [redacted]Customer was undecided on how to proceed and would think about their options.The customer care representative instructed her to call back by beginning of Dec 10-15  2015  to either enroll on a new rate that is available or to Cancel. This would give the customer enough time to either enroll on new fixed plan or to cancel by the end of their contract.  The Customer never instructed the representative to cancel her account that day.  We listened to the call recording.  We then received a call on  July 7th 2016 to cancel the account.  We have dropped the account with no exit fees and have approved a refund for $130.05.  Our customer care team will create the reimbursement package and follow up with the customer.
 
We don't know what more we can do for this customer.  We have tried our best to satisfy her.

Complaint: [redacted]
I am rejecting this response because:I did call back in December to cancel and don't understand how that is the only recording that they found.I feel they should remburse me from the day my contract was suppose to end In December.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I filed on sun wave through your Bureau and my id [redacted] and the agreed to end my contract that they neglected to do in December and reimbursed me the amount agreed with 130.05 and I recieved this months bill and the amount is on my bill and new charges of 109.15..I called them and all they feel they should credit me is 19.00 after the fact of the agreement that I no longer would have charges for their company cause I was no longer a customer..I am asking that they wave the 109.15.Once again they have charged me for another month..Sunwave agreed with your bureau to give me a refund on 130.05 and terminate my services with them that should of been done back in December... I honestly have had it with this company and when calling them nothing gets resolved and what their offering is not reasonable since I had ended srrvices..Their offer is 19.00 after agreeing with your company to terminate..I will send you a copy of my bill..The amount of 59.92 should be remembursed that was paid last month when they agreed to terminate..
Sincerely,
[redacted]

Sunwave is not sure on why this customer was not satisfied with us.  We have dealt with her many times and as recently as Friday August 5th 2016 and we felt it was resolved.
 
Regarding the Pending amount of $130.50 that was approved as a customer service gesture and was sent to the customer.  When we looked into the original complaint there was no such call that occurred in December and our first record of them wanting to cancel was in early July which was processed. The customer did not provide the proof that she had called in December even though she advised she was going to.
 
Regarding to the new complaint.
 
The customer called again on August 5th 2016 to advise we were still on her bill. We advised her that this is a partial charge of 9 days.  Accounts get dropped on the meter read and there were probably 9 days we were on her bill prior to the meter read and the final drop.  The remaining amount should be from [redacted] and referenced to her our findings from our last complaint and what was done. Customer advised that we were lying and still referenced herself calling in December to cancel.
 
She was asking to be reimbursed the full charged amount for the 9 days which is $34.51.
 
We offered as a customer service gesture to credit the amount for what she was charged by Sunwave to what she would have been charged if she was flowing with [redacted]
 
The credit amount offered was $14.97.  We believe this is where she or he is referencing the $19.00?
 
We explained to the customer numerous times why we were not offering to credit the full amount as she didn’t seem to understand why she wasn’t getting a full refund.
 
After explaining to her that when it comes to any credit the customers are on most cases just entitled to the difference from their generation charge for what they should have been charged compared to what they actually were charged on the bill.
 
She accepted this explanation and amount and the call ended.
 
Regarding the other amounts that this customer is referencing we are not too sure about them. The customer never once referenced $109.15 or the amount of $59.92.  Those amounts don’t even appear in the account billing details under her account which is making us to believe that the customer is just hoping we will just approve demanded credit amount through complaining to the Revdex.com.
 
Sunwave has gone above and beyond what was required for this customer.
Tell us why here...