Super Pawn

Complaint: ***
I am rejecting this response because:
When I spoke to the supervisor on 08/05/there was no "special" arrangements MadeI was advised going forward ALL payments will need to be made in the officeThe supervisor didn't tell me to make the payment that day nor by the 8th to avoid additional chargesThis is my point of the complaint: WITHOLDING information to charge additional feesThe representative in the local office read the notes from the supervisor where it states she advised of the needed but there's no note of her advising to pay THAT day or any day in particularAs I complained before, you guys don't do what is asked and always provide conflicting informationJust as I advised a representative in the office to stop the auto to prevent any chargebacks...IT DIDNT HAPPENNow your supervisor failed to provided adequate information and I have to suffer..WRONG.
Regards,
*** ***

The customer was paying for the Power Internet Plan. A technician was at the home on a trouble ticket on 3/1/17 and confirmed, at that time, that the customer was getting internet speeds of mbps download and 20 mbps upload.The customer called on 6/5/and the
internet service was upgraded from the Power 300 to the Power Internet Plan at no extra cost for months

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
Regards,
*** ***

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
Regards,
*** ***

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
Regards,
*** ***

Due to an administrative error, the credit card account information initially entered was keyed in incorrectly for the auto draft causing the payment problems. Grande has spoken to the customer regarding his concern. Grande has taken the payment and
restored the services without reactivation fees and install fees. The deposit has been waived and the account placed on auto pay. The customer is now satisfied after the restart of services without delay as the modem and cable boxes were still online. We apologize for the inconvenience the customer experienced due to this situation

Complaint: ***
I am rejecting this response because: I am still having issues with InternetContacted Terry and he sent out a techTech confirmed problemStill having issues as of 19th and 20th.
Regards,
*** ***

The Customer has been reporting issues since April...According to the work order history, trouble ticket appointments were scheduled, but were cancelled due to the Customer not being home or available when the technician arrived. While there, the technicians
checked and verified that service was working from the outside. The last trouble ticket appoinment was scheduled for 11/2/15 and again it was cancelled due to customer not being home. We have not been able to verify OR resolve these reported issues because we could not gain access. Since this is a long time customer, Grande can offer a $credit as a courtesy until we can actually make arrangement with the Customer to be home for the Field Op to address these issues. Then we will revisit to review and provide further assistance as needed on the billing side.

Grande made three attempts to reach the customer, but was unsuccessful. The phone porting is scheduled for 1/24/17. Once the port is completed, appropriate adjustments will be made and credits will be applied to the customer's account

A Grande representative spoke to the customer yesterday and advised that we will bypass his old roommate's past due balance and set up his own account. The customer was satisfied with the resolution

Grande explained the process and policies for disconnecting the customer's ex-wife's account. The customer will return the equipment associated with his ex-wife's accountOnce that is completed, that account will be disconnected, and a new account will be created in the customer's name.
The customer was satisfied with this resolution

We have reviewed Mr***'s claims and have identified that he was directly impacted by three (3) outages so far in versus the outages that the customer claims. We have tried to reach out to Mr*** to troubleshoot his connectivity issues which we believe may be centered around
his personal router but have been unsuccessful in making contact. Mr***'s last call to Grande was on September 21, and we create a trouble ticket for a technician to visit his residence for on-site troubleshooting. However, Mr*** was not able to confirm the appointment through our pre-calls, so this ticket was canceled. Grande will continue to make an attempt to contact Mr*** with the expectation of resolving or identifying the cause of his connectivity issues.

Complaint: ***
I am rejecting this response because: This response did not address any issiue whatsoeverThe issues still remain and I am not satisfied in anyway as to this absolute EXCUSE from GrandeI was clear in what I wantedNo one from grande has addressed this specific issue and it is an absolute lie to claim to have done soI would like the area manager of *** *** to contact me and explain this as I have already requested.
Regards,
*** ***

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
I still feel that company did not try to get a quicker solution It should not take over days to receive a refund on charges that were not to be charged to my credit card in the first place
Regards,
*** ***

Grande reached out to the customer on 3/28/16 to set up an order to port the number back. Grande advised the customer it will take about a week to process and she will contact him if any issues come up

Grande explained to the customer why a copy of the check was needed. Grande also confirmed both the email address *** and the fax number *** to give the customer options to submit this copy. The customer had previously sent
emails to the wrong email address. The customer was also made aware that once payment does post to her account, all late fees will be waived

The customer ordered a TiVo Mini, but a TiVo Preview was installed instead in error. An order was set up to swap the TiVo box, but the customer had already cancelled her cable serviceGrande was not able to troubleshoot the internet speed issue as there is no record that the customer called
regarding the internet service being slow The customer was charged a $Non-pay Processing Fee and a $Late Fee as full payment was not made to the account. The customer was also charged a $Home Networking Fee (router) which was not part of the bundle. These charges totaled $and were clearly itemized on Page of the customer’s bill. We apologize for the TiVo mix up and that the billing was confusing to the customer. Grande attempted numerous times to reach the customer to discuss her billing, but was unsuccessful

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

Customer signed a 24-month contract on September 19, The Customer notified Grande on August 29, 2017, that they were moving to a new locationThe Customer was then given the option to cancel services at the existing location subject to any remaining early termination fees or allow Grande to
determine if services could be provided at their new locationGrande assessed and determined that the new location would require a fiber construction build, but a temporary offnet solution could be provided in the interim until the build was completedThe customer accepted and signed the contractual service orders for services for both the temporary and long-term fiber solution for the new location. The temporary solution has been in use by the customer at the new location since October 2017.Regarding the remaining billing at the previous location, we requested that the customer let us know how long the remaining data service would be needed at the previous location. Customer did not respond and therefore, service continued in order to avoid any potential service interruption to the customer at that location. Therefore, billing continued for this service. On February 26, 2018, the Customer was notified that the fiber build for the long-term solution was completed and ready for activation on the fiber. On March 4, Customer requested status of the build and we responded that per our email on February that we are ready to schedule activation of services on the fiber solution. We received no response since that date to our requests to schedule activation. Grande’s service order management team continues to reach out to the customer for scheduling of services at the new location. It’s our strong desire to resolve any remaining concerns that our Customer may have.

The customer was only billed for one line for long distance and was never billed for two lines. The customer spoke with a supervisor on 4/18/and was credited the amount of $which breaks down to $credit each month from January to March 2018. The customer is
billed the current rate of $for long distance on the most recent statement. The charge of $per month for unlimited long distance from January to present are valid. There are no further adjustments to be made to the account. The customer was migrated to digital service and the internet service was upgraded with free modem rental for months. The customer was satisfied with this resolution.