Super Pawn

The equipment charge has been removed from the customer's account

? Grande investigated into the matter, however, there is no record? nor a recording to confirm the customer's claim of the offer given.? Due to the delinquency of the account, we must receive a payment for services rendered to continue providing service.? Once full payment is received, Grande will have the ability to reconstruct a package to the customer's liking if requested.?

Grande accessed the phone call? in question and confirmed that the Supervisor did mention that the $had to be paid by cash? at the local office that dayThe customer showed no interest in reconnecting services at that point so the Supervisor further provided instructions on how to return equipment to our local office and? provided the? total balance as well

Complaint: ***
I am rejecting this response because:THE POINT IS THE SUPERVISOR WITHHELD INFORMATION AND WHEN I WENT TO MAKE A PAYMENT IT WAS SOMETHING DIFFEREMT FROM WHAT THE SUPERVISOR SAIDPLEASE COPY THE TRANSCRIPT BECAUSE I HAVE RECORDED CALL.Regards,
*** ***

We apologize for any misunderstandingAfter reviewing the account, it appears that the billing has been backdated to 9/4/The fight in question was also credited reducing the balance to with the collection feeBecause the credit for the fight was not reflected on the initial final
statement, we are crediting the collection fee of as a courtesy leaving a final balance of 357.93.? The customer? would need to pay the to clear her balance with us

Complaint: ***
I am rejecting this response because:the extension does not workGrande should try calling from outside their own office; it doesn’t workAnd weeks after they say they sent the check, it still hasn’t arrivedIf they want to blow me off and not pay me back, fine, just please stop lying and wasting my time
Regards,
*** ***

Complaint: ***
?
I am rejecting this response
because:? I did not resolve via chat, I couldn't get a response except by phone, and they did confirm that I should receive a check for my refund due.? Today I received an invoice from Grande.? The $was reversed, but the $(for the tax on the $560.00) is showing as "DUE NOW."? I'm sure that they'll charge me a late fee in the amount I am due back as a refund.? I have not received the refund, and I refuse to pay the $"DUE NOW" because I don't owe it - they owe me the refund
Regards,
*** ***

Grande advised the customer today? that credits were applied to prorate the account leaving a? remaining balance of $for services that were rendered prior to disconnection.? We apologize for the inconvenience the customer experienced due to this circumstance

? We apologize that the customer was not able? to reach the representative who left a message, but the extension she left her correct and valid extension.? The customer called on 1/31/and spoke to another agent requesting Grande to stop calling as he could not reach the direct extension.? As a result, an email was sent to the customer on 2/1/advising that his refund check was scheduled to be mailed out on 2/9/18.The account did not show a credit as the credit was processed and? refunded, thereby,? leaving a zero balance.?

Grande explained to the customer? that he doesn’t need a login to access ESPNcontentESPNrequires all users to be on their home network and that’s the way ESPN uses to verify access to all userFor any content that’s not related to ESPN3, the user would need to be subscribed to the
content through their cable provider which does require a login with the cable provider’s authorizationThe customer is fully aware that he doesn’t need an authorization from Grande to view any ESPNcontent

Grande explained to the customer that a port request was received from AT&T on 3/11/and they were obligated to release the number in question to AT&T on 3/16/per the request.? The customer advised that he had contacted AT&T and they were working on the issue

A Grande representative spoke to Mrson 8/26/and offered to credit half of the past due amount, and the customer would be responsible for the other half.? However, she declined the offer and disconnected the call

? Grande spoke to the customer and credit was applied to the account.? The customer is now aware of the future billing and how much should be paid.? Grande also sent an email confirming their interaction

Complaint: ***
I am rejecting this response because: I have not received the refund and will not mark as resolved until it has been received.?
Regards,
*** ***

The customer was given incorrect information.? To receive refunds in to business days generally apply to payments made through a credit card or debit card.? However, as the customer's payment was made through EFT, electronic fund transfer,? refunds generally would? take
approximately business days to process? as EFT payments cannot simply? be reversed.? A credit of two weeks of charges was offered to the customer, and it was accepted.? Grande sincerely apologizes for the? misinformation and inconvenience the customer experienced.?

The customer? called in on 2/25/to report the issue with the phone and we were able to fix the issue on 2/26/The customer was not billed? any additional charges for the Tech VisitWe were able to fix the issue when it was reported to us, so the monthly bills were valid.? The
customer? called in on 3/11/to have her bill under the rate of $20/month, we advised her that it would be $22.93/month and she decided to disconnect serviceSince her service was disconnected before porting it to the new provider, the port order could not be completed at the timeIf she would like to port that same number to Sudden Link, she would need to restart service with us and we can then port over the number to Sudden Link We have made multiple attempt to reach out to the customer, but was unsuccessful.?

? Grande contacted the customer and she stated she was informed that? she would have her money back? by midnight.? This information was incorrect.? Grande advised the customer that it takes 3-business days for the funds to post back to her credit card.? Grande informed
that the refund was initiated on Friday, 4/27/18.? We apologize for the misinformation that the customer received