TelePacific Communications

src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAPsAAABhCAIAAACf7UDUAAAgAElEQ...⇄ alt=""> RE: A [redacted] – Complaint ID # 10836761 Your Personal Best Bodyshop Company TelePacific Account # 14***9 To Whom It May Concern: U.S. TelePacific Corp., dba TelePacific Communications (“TelePacific”) is responding to a complaint filed by the above captioned customer. The complaint is as follows: “Customer Service below standard. We signed on to have our services upgraded on 2/16/2015, I was told it would take about 1 month to get this complete. In Aug we finally got everything complete. That was a 5 month time frame for a simple switch over that ended up costing our company additional fees for caring on our existing internet provider as well as the numerous phone vendors fees for having to go out and fix things that were messed up by telepacific during the transitions. We requested a refund of all the overages and just today I found out that Customer Care has declined any refunds or credits. We are a small company and we cant operate with our phone lines or fax lines down or with out internet and there have been several days during this time frame that we were down that I did not even request funds for the loss of business that took place. I have documentation via email to support the timeline this took and the issues that we have gone thru. In addition to the customer service and set up of the new services the account got messed up and we were not billed for two months. therefore we had to pay a huge amount all at once. I did not recognize this because we have auto draft so it take a entire month before we get our credit card statement to reflect that we did not get billed. I am requesting a refund for the cost we incurred due to Tele Pacifics inabilities to complete a task within the time we were told. If I don't received the refund then I request that we be released from this contract so that we can do business with a company that works for their customers and makes things right when they are the reason for another loosing money and business.” TelePacific has confirmed that the customer (A [redacted] ) had several locations with multiple carriers. Amy Tisdale signed a Telecommunications Account Agreement (TAA) and a 3-year Service Agreement (SA) on February 12, 2015. The 1.5 MBPs order # 798391003 was completed on March 27, 2015. TelePacific created order # 816715003 on April 23, 2015, to port 5 telephone numbers from Broadvox to TelePacific. The losing carrier rejected the port request twice for invalid account information. The order was completed on June 11, 2015. The customer’s sales representative (R [redacted] ) requested a vendor credit on June 23, 2015. TelePacific issued a $75.00 courtesy vendor credit which is reflected on the customer’s July 31, 2015 billing invoice (attached). A [redacted] signed a new SA to upgrade their service from 1.5MBPs to 6 MBPs in June of 2015 in order to accommodate the number of lines required for their use. The order # 837995003 was completed on August 11, 2015. TelePacific has confirmed that all proper procedures were followed regarding the installation of service. Additional credit is not warranted. Section 4b (i) of the TAA of the Terms and Conditions reads in part as follows:“If, however, we terminate this Agreement as a result of your material breach, or you terminate this Agreement or any Services provided to you for any reason other than our material breach, you shall pay to us a termination charge as follows:(i) If the effective date of the termination occurs before the last year of the Initial or Renewal Term, we will determine the termination charge as though you had elected an Initial Term ending within the Term year in which you terminate (“Revised Alternate Term”). For example, if you terminate in the 13th month of a three year Term, the Revised Alternate Term would be two years. We will also determine the monthly recurring charge (“Default MRC”) that would have applied if you had chosen the Revised Alternate Term when you first selected a Term. You will then pay us a termination charge equal to: (1) the non-recurring charges for the terminated Services, even if those charges had been initially waived (only applies during Initial Term); (2) the difference between the monthly recurring charges you actually paid for the terminated Services through the effective date of termination and the Default MRCs that would have applied under a Revised Alternate Term; and (3) 50%of the Default MRCs for the period starting with the effective date of termination and ending on the expiration of the Revised Alternate Term.” By signing the TAA, the customer acknowledged that she understood the TAA and the SA and all of the Terms and Conditions provided. The TAA, SA and the Terms and Conditions are attached for your review. Based on this information, if the customer elects to terminate service, an early termination fee may be applied to the account. Please contact me should you have any questions or concerns regarding this matter. Thank you. Regards, N [redacted] Regulatory & Consumer Affairs Representative ###-###-#### Toll Free ###-###-#### Toll Free Fax

U.STelePacific Corp., dba TelePacific Communications (“TelePacific”) is responding to a complaint filed by the above captioned customerThe complaint indicates that the customer has experienced issues with slow internet speed
TelePacific has confirmed that trouble ticket #HDwas created on September 27, at 11:31am and was resolved on September 29, at 1:20pm after TelePacific replaced a defective Internet Access Device (“IAD”)TelePacific’s Field Service Technician tested the dial tone and verified that the telephones were working and then tested the speed with a laptopThe speed test confirmed 1.5M downstream and 1.42M upstreamPer the customer, the services were up and running and they were happy with the speed test
The customer may contact TelePacific’s Technical Support department at 800-399-if they experience any further troubleBest regards,
J*** *** Director, Regulatory Compliance
TelePacific Communications

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RE: A[redacted] – Complaint
ID # 10836761
      
       Your Personal Best Bodyshop Company
       TelePacific Account # 14[redacted]9
To Whom It May Concern:
U.S. TelePacific Corp., dba TelePacific Communications
(“TelePacific”) is responding to a complaint filed by the above captioned
customer. The complaint is as follows:
“Customer
Service below standard. We signed on to have our services upgraded on
2/16/2015, I was told it would take about 1 month to get this complete. In Aug
we finally got everything complete. That was a 5 month time frame for a simple
switch over that ended up costing our company additional fees for caring on our
existing internet provider as well as the numerous phone vendors fees for
having to go out and fix things that were messed up by telepacific during the
transitions. We requested a refund of all the overages and just today I found
out that Customer Care has declined any refunds or credits. We are a small
company and we cant operate with our phone lines or fax lines down or with out
internet and there have been several days during this time frame that we were
down that I did not even request funds for the loss of business that took
place. I have documentation via email to support the timeline this took and the
issues that we have gone thru. In addition to the customer service and set up
of the new services the account got messed up and we were not billed for two
months. therefore we had to pay a huge amount all at once. I did not recognize
this because we have auto draft so it take a entire month before we get our
credit card statement to reflect that we did not get billed. I am requesting a
refund for the cost we incurred due to Tele Pacifics inabilities to complete a
task within the time we were told. If I don't received the refund then I
request that we be released from this contract so that we can do business with
a company that works for their customers and makes things right when they are
the reason for another loosing money and business.”
TelePacific
has confirmed that the customer (A[redacted]) had several locations with
multiple carriers.
Amy
Tisdale signed a Telecommunications Account Agreement (TAA) and a 3-year Service
Agreement (SA) on February 12, 2015. The 1.5 MBPs order # 798391003 was
completed on March 27, 2015.
TelePacific
created order # 816715003 on April 23, 2015, to port 5 telephone numbers from
Broadvox to TelePacific. The losing carrier rejected the port request twice for
invalid account information. The order was completed on June 11, 2015.
The customer’s
sales representative (R[redacted]) requested a vendor credit on June 23, 2015.
TelePacific issued a $75.00 courtesy vendor credit which is reflected on the customer’s
July 31, 2015 billing invoice (attached).
A[redacted] signed a new SA to upgrade their service from 1.5MBPs to 6 MBPs in June
of 2015 in order to accommodate the number of lines required for their use. The
order # 837995003 was completed on August 11, 2015.
TelePacific
has confirmed that all proper procedures were followed regarding the installation
of service. Additional credit is not warranted.
 Section
4b (i) of the TAA of the Terms and Conditions reads in part as follows:“If, however, we terminate this Agreement as a result of
your material breach, or you terminate this Agreement or any Services provided
to you for any reason other than our material breach, you shall pay to us a
termination charge as follows:(i) If the effective date of the termination
occurs before the last year of the Initial or Renewal Term, we will determine
the termination charge as though you had elected an Initial Term ending within
the Term year in which you terminate (“Revised Alternate Term”). For example,
if you terminate in the 13th month of a three year Term, the Revised Alternate
Term would be two years. We will also determine the monthly recurring charge
(“Default MRC”) that would have applied if you had chosen the Revised Alternate
Term when you first selected a Term. You will then pay us a termination charge
equal to: (1) the non-recurring charges for the terminated Services, even if
those charges had been initially waived (only applies during Initial Term); (2)
the difference between the monthly recurring charges you actually paid for the
terminated Services through the effective date of termination and the Default
MRCs that would have applied under a Revised Alternate Term; and (3) 50%of the
Default MRCs for the period starting with the effective date of termination and
ending on the expiration of the Revised Alternate Term.”
By signing the TAA, the customer acknowledged that she understood the TAA and
the SA and all of the Terms and Conditions provided. The TAA, SA and the Terms
and Conditions are attached for your review.
Based
on this information, if the customer elects to terminate service, an early
termination fee may be applied to the account.
Please
contact me should you have any questions or concerns regarding this matter.
Thank you.
Regards,
N[redacted]
Regulatory
& Consumer Affairs Representative
###-###-####
Toll Free  
###-###-####
Toll Free Fax

Review: Customer Service below standard. We signed on to have our services upgraded on 2/16/2015, I was told it would take about 1 month to get this complete. In Aug we finally got everything complete. That was a 5 month time frame for a simple switch over that ended up costing our company additional fees for caring on our existing internet provider as well as the numerous phone vendors fees for having to go out and fix things that were messed up by telepacific during the transitions. We requested a refund of all the overages and just today I found out that Customer Care has declined any refunds or credits. We are a small company and we cant operate with our phone lines or fax lines down or with out internet and there have been several days during this time frame that we were down that I did not even request funds for the loss of business that took place. I have documentation via email to support the timeline this took and the issues that we have gone thru. In addition to the customer service and set up of the new services the account got messed up and we were not billed for two months. therefore we had to pay a huge amount all at once. I did not recognize this because we have auto draft so it take a entire month before we get our credit card statement to reflect that we did not get billed.Desired Settlement: I am requesting a refund for the cost we incurred due to Tele Pacifics inabilities to complete a task within the time we were told. If I don't received the refund then I request that we be released from this contract so that we can do business with a company that works for their customers and makes things right when they are the reason for another loosing money and business.

Business

Response: