Super Pawn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is still pendingI will contact you when I actually receive the full refunded amount.
Regards,
*** ***

Grande had attempted to reach the customer since 7/28/regarding her complaint. *** left another message on 8/6/to schedule an appointment to complete the work needed. To honor the customer's request, a credit of $165.87, equivalent to three months of service had been
applied to the account. We apologize for the inconvenience the customer experienced due to the delays

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
They ended up calling back and I spoke to Tyson in the office of the president and they approved a full month of credit for service due to the inconvenience and misinformationI am happy with this result.
Regards,
*** ***

Grande spoke to the customer and explained his billing and services and discussed different options. Grande made several offers to help reduce the monthly costs. The customer decided to upgrade his internet service to the mbps and keeping his phone service, but cancelling the
cable service.

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,
*** *** tge company never informed me once about when they were coming back out to finish install they showed up yesterday morning without setting the appointment with me first and they and I were just lucky I was home so technician could finish installation but tge WiFi issues are dtill happening and other customer service issues as well

The following email was sent to the customer on 4/4/18. As soon as the customer contacts Grande, we will begin the porting process. I am reaching out to you in regards to the Revdex.com complaint that was submitted on your accountWe are able to restart your phone service and waive the restart fees so that your number can be successfully ported over to your new providerIf you would like to get this done, please reach out to us at 866-2Grande to get the process startedThank you and have a wonderful day

Grande spoke to the customer regarding his final balance. The customer was advised that his balance was $which was for service from 9/9/to 10/20/15, the day he returned his modem to Grande. The balance of $included a $non-pay fee. This fee
was waived, thereby, reducing the balance to $263.92. The final statement reflecting the $balance, notating the $credit for the non-pay fee, was emailed to the customer. The customer stated once he looks over the statement, he will pay the balance

The customer was billed on 3/18/16 in the amount of $for cable and internet service for the period covering 3/25/to 4/24/The due date for this billing was on 4/11/16. The customer paid $on 4/15/to cover this bill On
4/18/16, the customer was billed again for the service period covering 4/25/to 5/24/in the amount of $On 4/22/16, she disconnected her cable service (but keeping the internet service), and the bill was prorated for cable service and adjusted down to $ So instead of owing $for this statement dated 4/18/16, she now owes $for internet service onlyThe due date on this is 5/12/ The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/would cover service period 4/24/to 5/25/16. It was explained that her last payment covered the service period of 3/24/to 4/25/16. Instead of owing the entire balance of $for the bill that was last mailed to her, she only owes $due 5/12/16. Grande does not owe the customer the amount claimed

The customer has a large entertainment center blocking the way of a repair. To resolve this issue, Grande will be installing an additional quad tuner at no cost for at least months. Grande has also applied a month free modem rental promotion to the account. Two work
orders are pending, one to repair the line and one to install the quad tuner on 4/20/18. The customer is satisfied with this resolution

Grande investigated the customer's concerns and confirmed that he was given the wrong price for his package. The Grande representative spoke to the customer and informed him that she would honor the rate quoted. However, the customer was not interested in getting the new
package anymore, but wanted his old package back. Unfortunately, the old package was no longer offered and cannot be added back to the account. Grande will refund the difference of the two packages. Grande is reviewing the internal interactions with customers and is providing coaching as it is required. We wishes to apologize for the error made by the Grande representative and for the interexchanges the customer experienced

Grande contacted the customer and addressed his concerns to his satisfactionWe are able to honor the level of internet speed requested at the price shown as verifiedOur Team is made aware of this error and will be looking into it to address and avoid further
confusions

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
*** from Grande talked with me extensively and assured me that he would address the issue if it arises againThe service has been good since the last occurrence
Regards,
*** ***

Complaint: ***
I am rejecting this response because on 7/7/when I spoke with *** he didn't explain my billI was never given a break down of my billHe made me aware that the reason the balance was high is because a deposit was required but that he would remove the deposit amount if I added a card on file for autopay which I didOn 8/8/of 8/9/when I spoke with *** *** he stated "Your going to laugh about this part..we made a errorI'm going to get the services connected for you." My services were turned we're turned back onOn the 10th of August I called because I saw a charge of $pending from Grande I requested a supervisor and *** *** called back at 8:26pm CST call lasted 4minsMy bill was never broken downHe stated and I quote "Miss*** I apologize we made a mistake on the payment and I am going to reserve the fundsYou will have those funds back in business days"I am requested those called be pulled and listened toMY BILL WAS NEVER BROKEN DOWN
Regards,
*** ***

Grande informed the customer that the account balance will be waived due to Grande's error to settle the dispute. The total credit will be in the amount of $593.90. Grande offered to waive all installation fees should the customer wish to restart service. He would just need to pay
the first month's bill with the technician at the time of install. The customer was in agreement and was satisfied with the resolution

The Agent's extension given is a working extension. The customer has to reach a Customer Service Representative and be transferred to the provided extension. In the event the Agent is not available, the Customer Service Representative will take a message and relay it to the Agent or leave notations on the account.The refund check was issued on 2/7/18, and we are showing that the check was cashed on 3/1/18.

We have no record of the customer ever having phone service with Grande. The customer currently has a double play bundle for $plus taxes, surcharges and fees for a total bill of $140.22. The double play bundle provides basic cable, expanded cable, home networking
service, internet mbps, Movieplex, SecureIT Antivirus and TiVo Quad Whole Home services. The customer had been on this plan since November 2017. The basic/expanded cable includes standard sports channels such as, ESPN and 2, FS1, Golf and FSS. The 1/5/18 monthly charges were higher at $154.58 as that bill also included late fees of $and $5.50 charged for a past due balance. Grande sent an email on 1/30/offering to assist regarding the disputes as Grande was unsuccessful in reaching the customer via phone. To date, there has been no response from the customer.

Work was performed to alleviate the interference affecting customers in this node. Since this work, no further issues have been seen. The customers modem levels look good with no signs of recent drops. A Local Field Operations Supervisor spoke with the customer who confirmed they
have not seen recent issues. The Supervisor provided his direct contact number to call in case of any further events occurred

*** spoke to the customer on 2/16/and advised that Grande does not have a record of an offer of free modem to the customer, however, *** informed the customer that a 12-month promotion for free modem has been added to the account, and will apply another modem rental promotion free for a year when this one expires.The customer had a February 2018 billing statement with a $balance. A $credit for internet equipment fee was applied on 2/15/18 and a $credit for customer settlement was applied on 2/16/resulting a new balance of $62.75. *** applied a credit of $on 2/16/as promised to bring the current billing cycle to a $balance.*** sent two emails to the customer on 2/19/explaining the above. As the customer stated she did not receive these emails, *** resent the emails today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12827582, and find that this resolution is satisfactory to me
Regards,
*** ***