Super Pawn

The billing was adjusted to the customer's satisfaction for the service problems. The customer stated the service was working fine at the moment, but it was something that occurs frequently. A technician visit is scheduled for 8/20/16, and Grande will be working with the customer to
resolve the issues

Grande went over the customer's previous conversation when she was offered a free ShowTime and free speed upgrade back in FebruaryThe rate that she said we promised was an offer from 2015; the reason why there were changes in the price was because the discount on that offer just expired which is why she is being charged the full rate on that bundle. The Grande agent did try her best to explain the customer's existing bundle and the current bundles that Grande offerThe agent also explained what the surcharges were and the fact that we are not double charging her for any sports package. The agent went over her paper bill which had no indication of anything being billed twice on it

A refund of $was processed on 2/16/18 to the customer's credit cardA final statement dated 2/7/18 was mailed to reflect the amount refunded in the form of a $47.24 credit

The customer called and left a message on 11/10/17, and Grande has made attempts since that message and was unsuccessful in reaching her. The account had been corrected and updated. The customer needs to contact our customer care and pay her final balance to us and the collection Agency, CPA, will be notified within days after that of the payment. The customer can speak with any customer care Agent who would be able to provide her with an update and further assist her

Grande met with the customer and made all the repairs identified. Grande confirmed with the customer that he was satisfied with the results

Grande was not able to reach the customer via phone. Grande emailed the customer regarding the rejection of the response on 8/23/16, but, to date, had not received a response

Complaint: ***
I am rejecting this response because:As I stated previously, I was informed that the service would not be disconnected until they received the equipmentGrande turned the service off on the 19th, according to their service repI have the telephone call recordedSuddenlink made the request on the 15thit take hrs to port over the serviceI WANT MY OLD # BACKYou get with suddenlink and FIX THIS PROBLEMIf you have to turn on the service temporarily to port over my old # then do it.FREE OF CHARGE BECAUSE BOTH OF YOU SCREWED UPIf I took care of my patients the way that you take care of your clients, MY PATIENTS WOULD BE DEAD!!!!!!! FIX IT!!!!!!!
Regards,
Julie Bumpus

The customer did not wish to troubleshoot the problems during phone conversations. Several service appointments were scheduled, but were cancelled by the customer except for a service call completed on 4/27/16. Grande does not show an ongoing node problem in this area. It may have
been a presumption made by a service technician that visited the customer’s location on 4/27/who had found no issues at the premises. Grande spoke briefly to the customer on 5/5/to explain the situation. The customer did not wish to schedule a technician visit to try to identify the service issue. The customer requested us to call back the following day. Several attempts were made on 5/6/and 5/7/and 5/9/16, however, we were not able to reach the customer. A total goodwill credit of $for service issues had been applied. Multiple late payment and suspend fees were also credited to the customer’s account for her frustrations for a total credit of $111.00. At this time, the customer’s equipment shows pristine levels and no signs of a service issue

Grande spoke to the customer and advised that the applied credit of $was for a week's worth of credit. We verified that the modem was online with devices logged into the network, and the customer confirmed that her service was working. The customer agreed to report any
further issues to make Grande aware

Complaint:
***
I am rejecting this response because:I advised Grande that ATT told me they had no port request for that numberI also advised Grande that ATT said their back office had a back office number for ATT and they needed to call ATT themselves to resolve this issue but Grande has refused to do that and keeps telling me to call themI get the same response from ATTHowever ATT office of the President called me and said they were investigating but nothing since then
Regards,
*** ***

The 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. Grande left a message on 6/19/advising of the above again.As the customer's number was not ported Grande, she was given a Grande number on 1/16/in order to provide phone service. 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.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

Complaint: ***
I am rejecting this response because:Every time Grande Communications called and left a message, they included an extension at which I should call them backI called back each time but the extension did not workI called multiple departments asking to be transferred to that extension and was refusedUltimately customer service informed me the extension I was given was a "extension." Grande claims they will send a check, but they have not yet sent itThey claim they have tried to reach me, but they leave a "extension" for a call backThey continually try to blame me for their own error, which is still not resolvedMy account still does not reflect the correction -- it shows a zero balance, not a credit
Regards,
*** ***

Grande will waive the full balance of $242.37. A message was left with the customer to let her know

Grande previously advised the customer that a check was already processed, but it was not accurate. Grande advised the customer yesterday that he will receive a refund check in the amount of $in about two weeks or less. We apologize for this delay

Complaint: ***
I am rejecting this response because:I signed up on one plan and have my invoice to prove what I signed up on and my repiect to prove the same they have not received a payment because they don't want to solve the issue I ask them repeatedly to go back and listen to the recording from when I first call and got service with them they fell to do that so they could get a payment I made a payment but when I received my other invoice they are different from my first invoice so no I didn't pay because that's not what I signed up for
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
Regards,
*** ***

Grande applied a credit of $for the full balance of the bill as well as the collections fee to settle the complaint

Complaint: ***
I am rejecting this response because:My account does not show the credit and when I call and
chat with support I am told that they're not capable of updating my account and they're not allowed to send email or written confirmation of the billing change
Regards,
*** ***

Grande reached out to the customer and apologized for the unpleasant experience as stated and provided an explanation of the latest interactions on her account. We offered to upgrade the services at a discounted rate. However, the customer declined the offer at this
time as she has already set up to get services with a new provider

A request was sent to remove the customer's collection hit from the credit report. A voicemail was left to inform the customer of the outcome. We apologize for the inconvenience the customer experienced