Super Pawn

There were multiple charge backs and returned payments due to insufficient funds.? The account was suspended on 8/4/for past due charges because of these returned payments.? The customer spoke to a supervisor on 8/5/and a special payment arrangement was made for the customer to pay $(the past due charges on the account) in cash that same day to restore service.? However, no payment was received that day.The account was disconnected and closed on 8/8/for past due charges.? The customer was at the local office on 8/13/to pay the $290.16.? However, as the account was closed, the customer was advised the total final balance of $had to be paid.The account was charged a $NSF fee because the autopay was not added.? A credit of $was applied to the account to offset that fee.The remaining balance on the account is now $312.76.? The customer will need to pay the balance of $plus the first month charges, plus a deposit and reconnection fee before service can be re-established

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: [redacted] I am rejecting the response because:The discounted rate that was offered as a resolution was for more cable & wifi inclusions at an even higher rate than? what we currently pay (almost $more than what we pay now)The primary reason for filing the complaint was the increasing costs each monthSo, the solution offered? is not a solution if it means paying even more money on a monthly basisOur family decided to terminate Grande's services due to the following:1.Nature of our two complaints,2.Business practicesFailure to properly notify customers of ongoing bill increasesFailure to provide valid reasons for increased chargesDishonesty by? the customer service call center regarding unavailability of managers while fully aware that managers are available Regards, [redacted]

Grande advised the customer that? his Home Owners Association only pays for basic cable, any additional services above basic cable? were to be charged to him.? An error was made to the customer's account? previously? and he? was? receiving additional channels without being charged since 2007.? An adjustment? had since been? made to the account to correct the situation? to only receive basic cable.? Going forward, the customer would have to pay? if he wishes to receive the? additional channels

? Grande visited Customer's residence on multiple occasions to address the problems, but? the customer? failed to meet our Technicians at most of these appointmentsFollowing is the service call history: ? ? 5/3/17:? Customer cancelled the appointment? 7/3/17: Technician was unable to complete the job because? the customer? had to leave for work7/6/17:? Customer was not home for the Technician.7/8/17: Technician followed up with the customer: called to check if everything was fine, no answer, left a message to call him back.7/23/17: The customer's neighbor's dump truck tore down the hard line to the tapWe advise? the customer? we could not troubleshoot due to no signal at the time8/9/17: We set up a Special Request to come raise the line that was droppedWhen the Technician arrived,? the customer? cancelled with him saying there was nothing for Technician to do that day8/25/17: Our Technician was able to replace the tap that was damaged9/13/17: Customer called in to disconnect service, and we ended the billing the same day.We have compensated the account based on the monthly charges specific to the reported issues and account history.? The customer? stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable serviceA total of $will be refunded to the account? for these intermittent issues for the month of July, August, and part of September?

Complaint: [redacted] ? I am rejecting this response because:The right thing to do was to inform the customer about the error on their part? and then cancel the package, not apologize after the fact, When asked about it as to why they did not inform us, they told me that they dont have to inform that they made a mistake and we are cancelling the channels.Its a classic example of poor customer service Regards, [redacted] ***

? Grande confirmed with the local office management that they would be able to assist the customer with his? needs.? Grande informed the customer of this who stated he would return to the local office to follow through on making account changes.? If the local office agents encounter an issue, it would be escalated to their supervisors for additional assistance and will follow up with the customer accordingly

A Grande Field Operations Supervisor visited the customer's home on 8/30/and completed the order.? A Grande representative tried to reach out to the customer today to confirm his satisfaction.? A message was left requesting the customer to contact us should he still need further assistance.? We apologize for the inconvenience the customer experienced

Complaint: [redacted] I am rejecting this response because: They attempt to call me while I am workingI have to drive several miles to and from work, so I will not use my phone during that time, but as soon as I get to a stopping place I have tried to call [redacted] back several times and go through customer service, who just puts me on hold for 20-minutes at a timeIf there was a direct # for [redacted] I could have already called her back, but since I have to go through customer care that will not help me at all, and can't seem to put me through to extension ***, it's been very difficult to respond to her callsWhen I am in my office building I do not have any service at all, and like I said if I am driving I do not answer my phoneIf I could get a direct # that I could call that would be great, also if the credit collection company would stop calling me for the billing mistake on Grande's part that would be great tooI hate to be so rude, but enough is enoughI'm fed up with this whole deal! Regards, [redacted]

The customer spoke with a supervisor on 8/15/and the channels requested were added at a discounted rate and the customer was satisfied.? Grande had not been able to reach the customer regarding this complaint? to confirm if she had further concerns

Grande verified that this customer backs up to an existing easementOur Field Operations is going to install a tap and make this address serviceableThe field tech informed the customer that a Territory Manager would be coming out to speak with him? regarding setting up servicesWe apologize for the 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.?

Complaint: [redacted] I am rejecting this response because:I was not aware of that Grande had decided to charge me for the turner after months? This is a way for them to increase billing instead of providing services.? ? The issue with the wall unit was not the problem with the original signal problem.? ? I am sorry but I cannot accept this as resolution.? Regards, [redacted] ? ?

Grande thanks the customer for his interest in Grande service. However, Grande has no immediate plans to service the customer's area at this time

Complaint: [redacted] I am rejecting this response because I am requesting the calls be pulled and listened toI was told the company made a mistake by [redacted] and I would be getting my funds back in business days.? Regards, [redacted]

A June payment made with the customer's credit card on file was declined by the credit card companySimilarly, a July payment was declined and returned by the credit card company.? The autopay feature was removed from the account and the customer was advised of this.? The account was assessed late fees as well as returned payment fees.? However, those fees were waived as a courtesy.? ? The? July 2016? billing statement had a total balance of $322.87, of which $was past due carried over from the June Statement.? The customer made a payment of $on 7/31/leaving a balance of $175.28.? A payment of $was received on 8/2/16.? The reason the monthly bills were sometimes? not the same was because full payment was not received against the? billing statement balance? and? late fees and/or returned payment fees? were assessed over and above the monthly charges

A Grande representative contacted the customer and provided the wifi password.? Grande advised the customer that the planned maintenance outages are to help improve the network, and that we repair any unplanned outages as soon as possible to lessen the impact they have on the customers services.? We apologize for the error in the price quote to the customer and any inconvenience she experienced in reaching a customer service representative

Complaint: [redacted] I am rejecting this response because:I received a call from *** [redacted] (sp?) in Corporate in response to this complaint, and he said they were going to waive this month's bill ,which is $I don't know if he only meant part of the bill ,but he said he was going to waive this month's bill and that is not what is reflected in the response in this message.More importantly both he and someone named *** in customer service told me they would waive the fee for the fiber modem for at least not only this year but also next year*** said it would be permanent in that he could only program it up to a year in the system now but that he would put in notes that when I called after it expired they were to waive it againI asked both gentleman to put this in writing, and they both said they would*** said specifically he would email me from his corporate email account when we hung up to confirm this understanding in writingI received nothing (have checked my spam folder also), and now I have received this response which once again was not what was agreed.The original agreement I had with the installer who called his supervisor was that I was never going to have to pay for this modemOtherwise I was going to cancel the installationThat the original agreement would now be upheld (my never having to pay for this modem) is what I understood to be what *** said today would be the resolutionIn addition to that, *** also offered to waive this month's fee given all of the hassle I have already been throughIf he meant part of the bill, I would like to understand which part he meant, because that is not what he statedIt is not something I asked for but I do think I deserve it and most importantly I want this company to back up what they are saying.To be clear, I would like a clear statement that they are going to make sure I never have to pay for this modem for however long I keep this serviceIf I cancel service with them I am happy to return the modem so long as they return my wall to the condition it was in before they drilled into it to install this thing.I want the agreement I entered intoI didn't ask them to waive this month's bill but I accepted it as a tokenWhat I would like is for them to abide by what they are telling me, and I would like to see it in writing for obvious reasons Regards, [redacted]

Complaint: [redacted] 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, [redacted]

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