Super Pawn

The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer. We apologize for the delay of the refund

Grande received the proof of payment and has applied a credit of $plus $for past due and non pay fees as well as a one-time Account Satisfaction Adjustment of $for a total credit of $on the customer's account. This leaves a new balance of $due on 5/12/18. Anthony left a message for the customer to inform her of the above. We apologize for the customer's inconvenience

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 Regards, [redacted]

A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/17. The customer confirmed that the service appears to be stable since the correction

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: [redacted] I am rejecting this response because:The extension doesn't workI tried it repeatedly over multiple days and it never workedI don't know why they insist that it doesI do know that this entire ordeal has taken an unbelievable amount of timeAnd at every single point Grande tells me I'm wrong until they agree and then waste even more of my time.I don't accept their response because in every single response they've said something falseI don't understand the policy or pathologyAnd I can't just can't accept a falsehood as a resolution

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 Regards, [redacted] ***

Grande worked with the customer late last week to resolve the differences amicably for both parties. We have updated the customer’s billing accordingly and the customer is working directly with our Service Order Management Team to implement the long-term fiber solution into his new location. Grande will monitor the changes in the billing to make sure we stay on track and follow through on both sides

Grande apologizes for the inconvenience. Grande had spoken to the customer regarding this issue and advised the account has now been deleted and the balance zeroed out

The customer had a bundle promotion plan that increased the monthly billing by $since March In addition, she carries over a balance every month since January because of late payment. Furthermore, her account had been suspended for nonpayment multiple times
(March, May, June, and August of this year) which resulted in accumulated late fees and non-payment feesThis is why her monthly costs have increased during the last monthsGrande had been unsuccessfully trying to reach the customer to explain the billing via the two phone numbers that were on file. Messages were left, but Grande received no responses

Grande explained to the customer that we would not be able to provide outage information to him and he understood. The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/and will call back if he had any additional issues

There is a new customer in Odessa that has the same name and listed username The domain name for preferred email address may have been entered in error when setting up the account. The complainant is aware that her email address was removed. We apologize for the
inconvenience she experienced.

Grande reached out to the customer who advised her issues had been handled. The customer was able to contact Customer Care yesterday and made all the changes she wanted to on her account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is PARTIALLY satisfactory to me.While I appreciate that they have reviewed my account and extended some credits they have not resolved the issue nor did they provide the true and complete factsregarding my account. Grande wrote "As the customer's number was not ported Grande, she was given a Grande number on 1/16/in order to provide phone serviceThe customer needed to contact Cable One to restart her phone number as the number must be active in order for the porting process to begin. This was communicated to the customer on 3/7/18, and that once the number was active, Grande would then be able to port the number over. The customer was also advised that any restart fees would be credited as long as she provided a copy of the charges." While they did advise me that I needed to restart the number through Cable One, by the time they did so in March (two months after the service was changed from Cable One to Grande) Cable One indicated that they could NOT get the phone number back because it had been "too long" since it was inactiveGrande did not give me a new number on January 16, 2018, they ported over an active AT&T customer's account phone number ###-###-#### and attached it as my phone numberMy correct phone number is ###-###-#### which they failed to port over on January 16, or any time after that even with my numerous phone calls to them where they indicated they would fix the problem and get my correct phone numberIt wasn't until around March that Grande gave me a "NEW" number because they had to release the AT&T customer's phone number back to AT&TI don't know where inactive phone numbers go or are stored, but they have to be in some sort of "database" or "phone number" bankI have asked both Grande and Cable Onewhere that 'database" of phone numbers is and no one seems to either know or be willing to helpEven as of today, when I call my correct phone number ###-###-####, I geta message that the number I dialed is not is service."Grande left a message on 6/19/advising of the above again"This is a true statement by Grande, but I am out of town working on a graduate degree and am not in Odessa for the summer. Grande stated "However, a promotion was not entered for the phone service. A promotion was added on 6/23/18 giving phone service for $per month and a total credit of $was applied to cover over charges back to the time of installation. Another courtesy credit was also applied in the amount of $for inconvenience"As I mentioned before, I appreciate the credit, but I have spent more time, effort and inconvenience than a $ credit will cover.Grande stated "Grande left another message advising if she wanted to have her Grande number disconnected, we would remove all phone charges back to the time of installation".I want my original phone number back, not to be left without landline serviceRegards,
*** ***

The customer's equipment was returned, and the account was not charged. The last payment received on the account was $on 6/26/16 which covered services from 6/15/to 7/14/16. The services were disconnected on 7/25/leaving a valid account balance of
$for services rendered from 7/15/to the disconnection date of 7/25/

Grande spoke with the customer on 8/12/after everything mentioned, and the billing history was broken down and fully explainedWe apologize for any misunderstanding or misinformation on our part, but the fact still remains that a payment was missedThe customer promised to pay on 7/12/and she did not pay as promisedThis past due amount was carried over to the next monthBecause they were set up for automatic payment, both of these payments were debited at the same time on 8/10/as that was the amount owed on the accountWe did not misapply any amount to their bill nor was there any error pertaining to their automatic paymentTherefore, we do not owe any refunds at this time as we deducted what was owed and due at the timeThis break down was communicated and explained to the customer on 8/12/We have already applied a $courtesy creditWe will increase this amount by adding another $credit for the misunderstanding

Grande has not been able to reach the customer. A message was left after receipt of the customer's complaint. The first bill for $included an installation fee of $and an account sfee of $10.00. A credit of $was added to the account to waive these
fees. An additional $monthly credit promotion has been added for a period of months to bring the monthly billing down to $to honor the promised pricing

The customer's first month of package charge was waived, however, this did not include taxes, surcharges and fees which the customer is responsible for. The installation charge was credited on 1/13/as a courtesy to the customer. No payment has been received since 2/9/leaving
an unpaid balance of $that needs to be paid before 5/2/or the account will become closed

A Grande supervisor explained the bill to the customer yesterday and addressed the customer's concerns. A $credit was applied to the account. The customer was satisfied with the discussion and explanations

Grande spoke with the customer on 4/30/to advise the $charge would be waived. The rest of the charge on the account is for the unreturned equipment. Once the equipment is returned, the equipment charge will be removed. The customer confirmed that her number was
ported to Sudden Link. Our records show the equipment was returned, and the equipment charge was credited on 4/30/18.