Super Pawn

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,
*** ***

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

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

The customer confirmed that she did receive the refund to her account.? A credit was applied to compensate for the overdraft fee and inconvenience.? Grande apologizes for the customer's poor treatment and the? inconvenience she experienced

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

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

Complaint: ***
I am rejecting this response because:I spoke to the young man and told him that the entire amount needed to be credited not just a portion? I asked to speak to his supervisor and he said he did not have oneWhen he said I could not speak to the president of the company I asked that he email me the contact information of the president, doubled checked that he had my correct email and he said he would? I have received no email from him but he did find the time to write to the Revdex.com! ? This is consistent with their past performance? They had last told me that the entire amount would be credited and they would get back to me the same day.This was ***.*** @ grande.com? Guess what, I never heard from *** and the next contact was received on January 31,from a collection agency.When my year old mother was moved from her home to assisted living is when this saga began? Grande does not serve her new home area? My husband and I are senior citizens just trying to care for my aged mother? Again, all I ask is for a full release from the amount they have billed? I pay my mother's bills and if you will check, you will see that everything is always paid in a timely manner? She has an excellent credit ? record and so do I? ? I need the Grande company to step up and do the right thing: ? Credit the entire account
Regards,
*** ***

Complaint: ***
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 *** 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 *** 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,
*** ***

The customer's billing went up because the special rate on her account expired.? Grande was able to reach the customer today and explained the breakdown of the bills and surcharges to her.? The customer was not being billed twice for the sports channels, and there are no unknown fees on
her account.? The customer now understands what the charges are for

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,
*** ***

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

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,
*** ***

Half of the equipment charges were removed to settle the dispute.? The customer agreed to pay the rest of the charges to clear out the balance.? The account now has a zero balance, and the customer was satisfied

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,
*** ***

Complaint: ***
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,
*** *** ? ?

Complaint: ***
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

Grande reached out to? the customer? in an effort to resolve this issue and unfortunately, the customer made the decision to disconnect their service.? Grande takes great pride in our efforts to be honest and transparent in our explanations for our adjustments.? In this case, the customer received a planned increase to the bundle as part of our price assurance bundle pricing.? The timing of that price increase along with increases to our surcharges and fees created the perception of the Grande bill always changing.? When we spoke to the customer, she understood the explanation and politely declined our offers to remain a customer.? If she wishes to reconnect with Grande, we will gladly welcome her back to the Grande family

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: ***
I am rejecting this response because:I received a call from ***? *** (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,
*** ***?