Revdex.com:
From: <[redacted]>Date: Fri, Jul 24, 2015 at 11:43 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]This complaint has been rectified for my great satisfaction as of today July 24, 2015. Please do what is necessary to complete this for me and I want to thank Revdex.com for all your support and help to me. You all make our day as a customer a lot easier. If I need to do anything else please let me know.[redacted]
Please see attached response that has been sent via [redacted] to the complainant.Thank you so much for all your patience and understanding in this matter. I have researched your claims and I have verified that the cable issues your father had been experiencing have been resolved by our technician...
today, 10/28/15. I spoke with Dwain Manthei and he did confirm all issues had been addressed and resolved and that he was happy with his service at this time.Thank you once again and if there is anything further I can do to help you, please feel free to let me know at any time. Sincerely,Kimberly O[redacted]
To Whom it May Concern,This complaint has been reviewed by Zito Media and we have determined the Early Termination Fees (ETF) is not warranted in this circumstance and has therefore, been removed from the customers account. We have also credited the account for the $30 NSF fee due to the...
credit card on file for recurring payments declining due to this fee being placed on the account originally. Customer had also received a courtesy credit for $20 due to service issues and frustration. We feel all issues have been addressed and should not be resolved to the customers satisfaction. We did attempt to reach out to [redacted]) by phone and were unable to make contact however we did leave her a voicemail to please contact us directly at her convenience regarding this matter. We are hoping to hear back from her soon to convey this information.Thank you,Kimberly O[redacted]Customer AdvocateZito MediaCorporate Headquarters[redacted]Coudersport, PA [redacted]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. We...
apologize that [redacted] has had trouble with his services. We have attempted to reach out to [redacted] and received his voicemail on 04/12/2016. [redacted] did call back our Tier 2 Technician on 04/12/2016 who did attempt to troubleshoot his issue. The customer was running his speed tests via Wi-Fi. When we asked for the customer to run a speed test while hardwired to the modem, the customer refused and stated that it was a signal related issue and he did not have to troubleshoot. We have monitored [redacted]’s Internet signals. His levels look good and he has no signal related issues at this time. We do not see any intermittent connectivity within the past 24 hours. We have also ran a continual ping to the customer’s modem and he has not had any packet loss to the modem and averages a 53ms ping time which is well within the acceptable range. We have noted the results below. Ping: Ping statistics for 10.65.207.151: Packets: Sent = 770, Received = 770, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 37ms, Maximum = 68ms, Average = 48ms Ping From CMTS: Success rate is 100 percent (500/500), round-trip min/avg/max = 8/11/20 ms The customer did mention that he was having trouble with channels tiling but would not provide us with specific channels that are tiling so we can further troubleshoot and resolve the issue. Our Whole Home DVR system that [redacted] has requested will not be available until May 2016. [redacted] is not being charged for the Whole Home DVR system and is only being charged for 2 of our HD Digital Adapters which are $2.00 per month a piece. Once our Whole Home DVR system becomes available, we will be happy to help schedule an installation of this equipment for him. We apologize if the customer may have misunderstood what the Technician was saying. This customer does not have a signal related issue. This certainly isn’t the type of representation we want for our company. In summary, there are no known service related issues that would be causing this type of trouble with speeds. It’s important that the customer helps us help them to resolve any service related issues. At this time, we were unable to verify if the customer is having a speed related issue or cable related issue and he refused to help us troubleshoot the issue further. If [redacted] changes his mind and wishes to troubleshoot with us further, we would be happy to help him. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted]. To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize that this customer had...
experienced trouble with their services. This customer did start services with Zito Media on 08/04/2016. Unfortunately, we were not notified by the customer of any trouble until 08/20/2016. We are happy to help resolve any trouble that customers may be experiencing but we need to be notified of the trouble so we have the opportunity to resolve this. We had applied a $30.00 credit to the account as a courtesy to the customer for the trouble they had experienced. This would cover half of the charges of her services for the month. We had also followed up with the customer on 08/22/2016 to see how their services were working and left them a voice message. We did confirm at that time that the modem was online. This customer did elect to disconnect services on 09/09/2016. She was in a 2 year contract and was charged $460.00 in early termination fees. The early termination fees are $20 per month for the remaining of the contract which is charged in a lump sum. This is a signed contract which means the customer is liable for these charges. At this time, we feel no further credit is due. Below is the summary of the contract that this customer has signed. “I/We acknowledge that accepting delivery of Zito Media services indicates agreement to be bound by Zito Media’s Terms of Use, which can be found in its entirety at www.zitomedia.com. Further, by selecting to receive the special 2yr Agreement Discount listed above, I/we are agreeing to maintain our subscription to those services for 24 consecutive months. Early cancellation of services provided under the 2yr Service Agreement Discount will result in a fee of $20 per month for each of the remaining months. The 2yr Service Agreement term and penalty shall be enforceable not withstanding any contradictory language in the Terms of Use.” Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID #: [redacted] To whom it may concern, This is in response to the Revdex.com complaint # [redacted]. We...
have reached out to this customer on 03/14/2016 to discuss the trouble he has had recently with intermittent connectivity. He called in on 03/12/2016 and spoke with Customer Service who initially setup a work order for intermittent connectivity. He owns his own modem and we did find the issue he was experiencing with intermittent connectivity was related to a coding issue on his modem. We corrected the coding on the modem on 03/12/2016 and he has not had any intermittent connectivity since. We apologize that he was not initially notified that his trouble did not require a service call and we see where he ended up calling back in and was notified of this. We did offer him to try out one of our Wi-Fi capable modems and we would waive the first month rental fee of $8.00. He would then have the option to purchase this mode from us if he chooses, if he decides to lease the modem from us, he would be charged $8.00 per month. He stated he needed to think about this and will contact us back if he decides to take this route. We have corrected the coding issue he was having with his owned modem and he has not had any trouble since. We consider this matter resolved. Thank you, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] & [redacted] Ticket #: [redacted] To whom it may concern, This is in response to case #: [redacted]. We apologize...
that [redacted]’s drop has not been buried as we have anticipated. Due to unforeseen circumstances, we were unable to complete the drop bury to date. We have followed up with our drop bury technician who has advised that he plans to have this buried within 2 weeks. However, one of our technicians that has been assisting with the burying of drop lines has been injured, which has caused them to run behind. We can assure [redacted] that this will be completed before winter. We appreciate [redacted]’s patience and understanding. Sincerely, Amber N[redacted] Customer Advocate Zito Media
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This is in response to the Revdex.com complaint ID: [redacted] This customer had previously called our customer service department to schedule a disconnection which is why one was completed. Zito Media would not cancel customer’s accounts without speaking to them first. This was requested by the customer on 4/26/2017. We have reached out to the customer to schedule a pickup of equipment for no additional cost. This was completed on 5/22/2017. All equipment has been picked up and the customer’s account is disconnected. We consider this matter closed. Should he have any additional questions, we can be reached at [redacted]
Sincerely, Ashley F[redacted]
[redacted]
[redacted]
Zito Media
102 S Main St
Coudersport, PA 16915
Revdex.com
serving Metro Washington DC & Eastern Pennsylvania (Washington,
DC)
1411
K St. NW, 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID #: [redacted]
To whom it may concern:
This is...
a response to follow up for
complaint #[redacted].
We have reached out to [redacted] regarding his service issues. This has been escalated and a
work order has been set up for the same week at a time that is
convenient for the customer. This will (hopefully) resolve the
customers issues and we will be following up with the customer after
this technician appointment to ensure the issue has been fully
resolved.
Sincerely,
Kimberly O[redacted]
Customer Advocate
Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We...
apologize that this customer had experienced such trouble with his services. We have had Maintenance out this past Thursday to address this and he had found that there was an unnecessary splitter in place. This was removed and after follow up with the customer on 11/5/2016, he has had no trouble since. Due to the longstanding trouble this customer has had, we have applied a $30.00 one-time credit to his account. We have also applied an additional promotion which will provide him with $10.00 off his monthly bill for the next 3 months. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I paid $59.72 and didn't receive service. I want my full $59.72. $9 and change is not acceptable. If they are keeping I talked to Cody and I told him to take his money and shove it. I don't need this aggravation. consider this closed. I'm done.
Regards,
[redacted]
Zito Media [redacted] [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is...
in response to the Revdex.com complaint ID: [redacted]. We are very sorry for the trouble that Mr. [redacted] was experiencing with his services. We had a maintenance technician working in the area on 12/9/16 and fully resolved the issues with the cable in the area. We spoke with Mr. [redacted] on 10/10/16 and he stated that all channels were working well and that he was satisfied with his services. We applied a credit to the account for the time that the cable was not working correctly. Should he have any additional questions for us, he can reach us at ###-###-####. A copy of this letter has been mailed to the consumer on 12/10/2016. We consider this matter closed. . Sincerely, Amber N[redacted] Customer Advocate Zito Media
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] This is in response to...
the Revdex.com complaint ID: [redacted]. We are very sorry to hear of the trouble that this customer has had with his services. We have had our Tier 2 Support reach out to the customer to investigate the services and optimize their speeds as much as possible. This does appear to be a circuit issue in the customer’s area. Unfortunately, there is not a quick fix for this issue. We are currently working on a project in ** to bring fiber lines in the area. Although fiber will not be run directly to the homes, it will allow us to provide much faster speeds and HD cable services that were not previously provided in the area. At this time, we do not have a time-frame on when this will be completed. Due to the trouble that this customer has had, we will discount their services. We have applied a credit on the current bill for $41.95 which will cover the cost of the customer’s internet services this month. Our Tier 2 Support will continue to work on this as well as the technician’s in the area to ensure this is resolved. Additionally, we have had a technician out to investigate the low hanging line. Unfortuantely, we are unable to raise the line any further as it would be to close to the power line. Should the customer want their lines raised, the power company would first need to raise their line so we could raise ours legally. Should the customer have any additional questions, we can be reached 24/7 [redacted] Sincerely, Ashley F[redacted]
[redacted]
[redacted]
[redacted] this is inregard for the complaint to complaint id [redacted] I called them on Tuesday of last week and they said they will come ond fix it on Friday but they never showed up again I have had no wifi since December 21 of last year and [redacted] will not load have the time I am sick of them butting me off its going on 6 month now and I wont someing done about it my kids can not even play there [redacted] because it will not load I pay my bill every month please do something about it thanks for your time
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is nowhere neer satisfactory to me but I will not waste your time any further.
Regards,
[redacted]
Zito Media [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. We apologize that this...
customer has some concerns regarding the auto payment on the account. When a customer calls in to setup services with Zito Media, it is a requirement to setup on Auto Payment. This is why we ask for payment information which was provided by this customer. This information would need to be provided by the customer before we would have the opportunity to deduct a payment from their payment method. Our terms of service is available for anyone to view on our website: http://www.zitomedia.net/important-information-about-your-zito-media-services/. This may help provide the customer with additional information regarding our policies and procedures. At this time, we are unable to refund the amount that was auto deducted from the customer’s payment method. This is a valid charge for services rendered. We consider this matter closed. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington D.C. and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: **. & [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com...
complaint ID: [redacted]. We apologize about the trouble that this customer has experienced with their services over the past month. After further investigation, this most recent issue was a networking issue that was causing trouble with both Internet and cable services. On Friday night into Saturday, this had been escalated to both our Networking team and our Advanced Support department for resolution. We have made routing adjustments to our network and when the customer had reached out to us that night for an update, we had confirmed that cable services are working. We have personally tried to reach out to this customer via email and by phone and have not received a response yet. Should they still wish to speak to us, we would be happy to discuss this matter further. Due to the recent trouble, we have applied a $60.00 credit to the account which will cover the previous service issues this past month and the most recent trouble that they had. We consider this matter resolved. Should this customer have any additional questions, they can reach us anytime at [redacted]. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to case #: [redacted]. We apologize that...
this customer has had such trouble with their Internet services. We have followed up with our Technical Operations Manager about the Maintenance that needs to be completed for this customer to receive proper speeds. He has ordered parts to replace damaged equipment on lines near this customer’s home. The estimated time of repair is 3-4 weeks. Due to the trouble this customer has had, we are crediting him the difference of charges from the Ultra Speed Internet that he subscribes to the High Speed Internet services. We feel this will compensate him for the differences in speed. The monthly difference in cost is $12.93. This issue was originally noted on 08/18/2016. The credit totals $38.79 which will cover the difference in services from August – October on top of the credit he has already received. Unfortunately, we are unable to credit the full balance as the customer still does have usable Internet services. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]
Revdex.com:
From: <[redacted]>Date: Fri, Jul 24, 2015 at 11:43 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]This complaint has been rectified for my great satisfaction as of today July 24, 2015. Please do what is necessary to complete this for me and I want to thank Revdex.com for all your support and help to me. You all make our day as a customer a lot easier. If I need to do anything else please let me know.[redacted]
Please see attached response that has been sent via [redacted] to the complainant.Thank you so much for all your patience and understanding in this matter. I have researched your claims and I have verified that the cable issues your father had been experiencing have been resolved by our technician...
today, 10/28/15. I spoke with Dwain Manthei and he did confirm all issues had been addressed and resolved and that he was happy with his service at this time.Thank you once again and if there is anything further I can do to help you, please feel free to let me know at any time. Sincerely,Kimberly O[redacted]
To Whom it May Concern,This complaint has been reviewed by Zito Media and we have determined the Early Termination Fees (ETF) is not warranted in this circumstance and has therefore, been removed from the customers account. We have also credited the account for the $30 NSF fee due to the...
credit card on file for recurring payments declining due to this fee being placed on the account originally. Customer had also received a courtesy credit for $20 due to service issues and frustration. We feel all issues have been addressed and should not be resolved to the customers satisfaction. We did attempt to reach out to [redacted]) by phone and were unable to make contact however we did leave her a voicemail to please contact us directly at her convenience regarding this matter. We are hoping to hear back from her soon to convey this information.Thank you,Kimberly O[redacted]Customer AdvocateZito MediaCorporate Headquarters[redacted]Coudersport, PA [redacted]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. We...
apologize that [redacted] has had trouble with his services. We have attempted to reach out to [redacted] and received his voicemail on 04/12/2016. [redacted] did call back our Tier 2 Technician on 04/12/2016 who did attempt to troubleshoot his issue. The customer was running his speed tests via Wi-Fi. When we asked for the customer to run a speed test while hardwired to the modem, the customer refused and stated that it was a signal related issue and he did not have to troubleshoot. We have monitored [redacted]’s Internet signals. His levels look good and he has no signal related issues at this time. We do not see any intermittent connectivity within the past 24 hours. We have also ran a continual ping to the customer’s modem and he has not had any packet loss to the modem and averages a 53ms ping time which is well within the acceptable range. We have noted the results below. Ping: Ping statistics for 10.65.207.151: Packets: Sent = 770, Received = 770, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 37ms, Maximum = 68ms, Average = 48ms Ping From CMTS: Success rate is 100 percent (500/500), round-trip min/avg/max = 8/11/20 ms The customer did mention that he was having trouble with channels tiling but would not provide us with specific channels that are tiling so we can further troubleshoot and resolve the issue. Our Whole Home DVR system that [redacted] has requested will not be available until May 2016. [redacted] is not being charged for the Whole Home DVR system and is only being charged for 2 of our HD Digital Adapters which are $2.00 per month a piece. Once our Whole Home DVR system becomes available, we will be happy to help schedule an installation of this equipment for him. We apologize if the customer may have misunderstood what the Technician was saying. This customer does not have a signal related issue. This certainly isn’t the type of representation we want for our company. In summary, there are no known service related issues that would be causing this type of trouble with speeds. It’s important that the customer helps us help them to resolve any service related issues. At this time, we were unable to verify if the customer is having a speed related issue or cable related issue and he refused to help us troubleshoot the issue further. If [redacted] changes his mind and wishes to troubleshoot with us further, we would be happy to help him. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted]. To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize that this customer had...
experienced trouble with their services. This customer did start services with Zito Media on 08/04/2016. Unfortunately, we were not notified by the customer of any trouble until 08/20/2016. We are happy to help resolve any trouble that customers may be experiencing but we need to be notified of the trouble so we have the opportunity to resolve this. We had applied a $30.00 credit to the account as a courtesy to the customer for the trouble they had experienced. This would cover half of the charges of her services for the month. We had also followed up with the customer on 08/22/2016 to see how their services were working and left them a voice message. We did confirm at that time that the modem was online. This customer did elect to disconnect services on 09/09/2016. She was in a 2 year contract and was charged $460.00 in early termination fees. The early termination fees are $20 per month for the remaining of the contract which is charged in a lump sum. This is a signed contract which means the customer is liable for these charges. At this time, we feel no further credit is due. Below is the summary of the contract that this customer has signed. “I/We acknowledge that accepting delivery of Zito Media services indicates agreement to be bound by Zito Media’s Terms of Use, which can be found in its entirety at www.zitomedia.com. Further, by selecting to receive the special 2yr Agreement Discount listed above, I/we are agreeing to maintain our subscription to those services for 24 consecutive months. Early cancellation of services provided under the 2yr Service Agreement Discount will result in a fee of $20 per month for each of the remaining months. The 2yr Service Agreement term and penalty shall be enforceable not withstanding any contradictory language in the Terms of Use.” Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID #: [redacted] To whom it may concern, This is in response to the Revdex.com complaint # [redacted]. We...
have reached out to this customer on 03/14/2016 to discuss the trouble he has had recently with intermittent connectivity. He called in on 03/12/2016 and spoke with Customer Service who initially setup a work order for intermittent connectivity. He owns his own modem and we did find the issue he was experiencing with intermittent connectivity was related to a coding issue on his modem. We corrected the coding on the modem on 03/12/2016 and he has not had any intermittent connectivity since. We apologize that he was not initially notified that his trouble did not require a service call and we see where he ended up calling back in and was notified of this. We did offer him to try out one of our Wi-Fi capable modems and we would waive the first month rental fee of $8.00. He would then have the option to purchase this mode from us if he chooses, if he decides to lease the modem from us, he would be charged $8.00 per month. He stated he needed to think about this and will contact us back if he decides to take this route. We have corrected the coding issue he was having with his owned modem and he has not had any trouble since. We consider this matter resolved. Thank you, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] & [redacted] Ticket #: [redacted] To whom it may concern, This is in response to case #: [redacted]. We apologize...
that [redacted]’s drop has not been buried as we have anticipated. Due to unforeseen circumstances, we were unable to complete the drop bury to date. We have followed up with our drop bury technician who has advised that he plans to have this buried within 2 weeks. However, one of our technicians that has been assisting with the burying of drop lines has been injured, which has caused them to run behind. We can assure [redacted] that this will be completed before winter. We appreciate [redacted]’s patience and understanding. Sincerely, Amber N[redacted] Customer Advocate Zito Media
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This is in response to the Revdex.com complaint ID: [redacted] This customer had previously called our customer service department to schedule a disconnection which is why one was completed. Zito Media would not cancel customer’s accounts without speaking to them first. This was requested by the customer on 4/26/2017. We have reached out to the customer to schedule a pickup of equipment for no additional cost. This was completed on 5/22/2017. All equipment has been picked up and the customer’s account is disconnected. We consider this matter closed. Should he have any additional questions, we can be reached at [redacted]
Sincerely, Ashley F[redacted]
[redacted]
[redacted]
Zito Media
102 S Main St
Coudersport, PA 16915
Revdex.com
serving Metro Washington DC & Eastern Pennsylvania (Washington,
DC)
1411
K St. NW, 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID #: [redacted]
To whom it may concern:
This is...
a response to follow up for
complaint #[redacted].
We have reached out to [redacted] regarding his service issues. This has been escalated and a
work order has been set up for the same week at a time that is
convenient for the customer. This will (hopefully) resolve the
customers issues and we will be following up with the customer after
this technician appointment to ensure the issue has been fully
resolved.
Sincerely,
Kimberly O[redacted]
Customer Advocate
Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We...
apologize that this customer had experienced such trouble with his services. We have had Maintenance out this past Thursday to address this and he had found that there was an unnecessary splitter in place. This was removed and after follow up with the customer on 11/5/2016, he has had no trouble since. Due to the longstanding trouble this customer has had, we have applied a $30.00 one-time credit to his account. We have also applied an additional promotion which will provide him with $10.00 off his monthly bill for the next 3 months. We consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:I paid $59.72 and didn't receive service. I want my full $59.72. $9 and change is not acceptable. If they are keeping I talked to Cody and I told him to take his money and shove it. I don't need this aggravation. consider this closed. I'm done.
Regards,
[redacted]
Zito Media [redacted] [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is...
in response to the Revdex.com complaint ID: [redacted]. We are very sorry for the trouble that Mr. [redacted] was experiencing with his services. We had a maintenance technician working in the area on 12/9/16 and fully resolved the issues with the cable in the area. We spoke with Mr. [redacted] on 10/10/16 and he stated that all channels were working well and that he was satisfied with his services. We applied a credit to the account for the time that the cable was not working correctly. Should he have any additional questions for us, he can reach us at ###-###-####. A copy of this letter has been mailed to the consumer on 12/10/2016. We consider this matter closed. . Sincerely, Amber N[redacted] Customer Advocate Zito Media
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] This is in response to...
the Revdex.com complaint ID: [redacted]. We are very sorry to hear of the trouble that this customer has had with his services. We have had our Tier 2 Support reach out to the customer to investigate the services and optimize their speeds as much as possible. This does appear to be a circuit issue in the customer’s area. Unfortunately, there is not a quick fix for this issue. We are currently working on a project in ** to bring fiber lines in the area. Although fiber will not be run directly to the homes, it will allow us to provide much faster speeds and HD cable services that were not previously provided in the area. At this time, we do not have a time-frame on when this will be completed. Due to the trouble that this customer has had, we will discount their services. We have applied a credit on the current bill for $41.95 which will cover the cost of the customer’s internet services this month. Our Tier 2 Support will continue to work on this as well as the technician’s in the area to ensure this is resolved. Additionally, we have had a technician out to investigate the low hanging line. Unfortuantely, we are unable to raise the line any further as it would be to close to the power line. Should the customer want their lines raised, the power company would first need to raise their line so we could raise ours legally. Should the customer have any additional questions, we can be reached 24/7 [redacted] Sincerely, Ashley F[redacted]
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[redacted] this is inregard for the complaint to complaint id [redacted] I called them on Tuesday of last week and they said they will come ond fix it on Friday but they never showed up again I have had no wifi since December 21 of last year and [redacted] will not load have the time I am sick of them butting me off its going on 6 month now and I wont someing done about it my kids can not even play there [redacted] because it will not load I pay my bill every month please do something about it thanks for your time
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is nowhere neer satisfactory to me but I will not waste your time any further.
Regards,
[redacted]
Zito Media [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. We apologize that this...
customer has some concerns regarding the auto payment on the account. When a customer calls in to setup services with Zito Media, it is a requirement to setup on Auto Payment. This is why we ask for payment information which was provided by this customer. This information would need to be provided by the customer before we would have the opportunity to deduct a payment from their payment method. Our terms of service is available for anyone to view on our website: http://www.zitomedia.net/important-information-about-your-zito-media-services/. This may help provide the customer with additional information regarding our policies and procedures. At this time, we are unable to refund the amount that was auto deducted from the customer’s payment method. This is a valid charge for services rendered. We consider this matter closed. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington D.C. and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: **. & [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com...
complaint ID: [redacted]. We apologize about the trouble that this customer has experienced with their services over the past month. After further investigation, this most recent issue was a networking issue that was causing trouble with both Internet and cable services. On Friday night into Saturday, this had been escalated to both our Networking team and our Advanced Support department for resolution. We have made routing adjustments to our network and when the customer had reached out to us that night for an update, we had confirmed that cable services are working. We have personally tried to reach out to this customer via email and by phone and have not received a response yet. Should they still wish to speak to us, we would be happy to discuss this matter further. Due to the recent trouble, we have applied a $60.00 credit to the account which will cover the previous service issues this past month and the most recent trouble that they had. We consider this matter resolved. Should this customer have any additional questions, they can reach us anytime at [redacted]. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to case #: [redacted]. We apologize that...
this customer has had such trouble with their Internet services. We have followed up with our Technical Operations Manager about the Maintenance that needs to be completed for this customer to receive proper speeds. He has ordered parts to replace damaged equipment on lines near this customer’s home. The estimated time of repair is 3-4 weeks. Due to the trouble this customer has had, we are crediting him the difference of charges from the Ultra Speed Internet that he subscribes to the High Speed Internet services. We feel this will compensate him for the differences in speed. The monthly difference in cost is $12.93. This issue was originally noted on 08/18/2016. The credit totals $38.79 which will cover the difference in services from August – October on top of the credit he has already received. Unfortunately, we are unable to credit the full balance as the customer still does have usable Internet services. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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]