Telestial.com

Hello,The balance has been reinstatedBest,***

We cannot find any credit added to a sim other than the last recharge done in We can find a new sim purchase that was done in May 2016.nternational SIM Card19.00119.00Currency: US DollarsSubtotal:19.00Shipping (USPS Priority Mail Letter):10.00Order Total:29.00USDOrder [redacted] May 15, 10:amWe have already refunded this order in fullThe funds left on this sim are the funds that were transferred from the older sim where the last recharge took place in RefundsDateJul 20, 12:PM PSTAmount$29.00MethodCredit CardProcessed by: [redacted] ReasonUsability: Making callsRef Number [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I did not want a balance on the e-kit card as I do not intend to use it when/if I travel again I would like a check refund from the business.Thank you Regards, [redacted] ***

Dear Customer and Revdex.com representatives,Thank you for providing us with the opportunity to answer this complaintWe appreciate the privilege to live and serve customers in a country, where consumer rights are respected and enforced.Telestial.com provides a prepaid mobile service intended for international travelersThe V4C 2G quadband dual SIM phone mentioned in this complaint was purchased as part of a package deal including our International SIM card and some starter credit for a $purchase price on May 30th, The service was recharged and used in Europe in the summer of and then again in early Then it was used, but not recharged, again in Europe in the summer of 2015.The statement that the prepaid credit expires months from last use or top up is correct, as per our terms and conditions clearly stated on our website (http://www.telestial.com/legal.php?tab=terms) and agreed to by the customer with each purchase and recharge transactionCustomers have the option to keep the SIM card and remaining credit from expiring by using it at least once in months this wayEvery SIM card and phone number that is active and in circulation incurs costs, so it would not be sustainable to keep SIM cards active that are not in use longer termThe request to refund the partial credit left over from a recharge transaction done in February 2015, is at this point not warranted for the reasons statedThe phone and service are not in any way defective or faultyAlso, we just replaced the old SIM with our newest International SIM card product for free, featuring an improved rate structure, plus we added a bonus credit as a thank you for customer loyalty and continued trustThe mentioned credit is still active and can still be used in countries for prepaid calls, texts or data, using an unlocked mobile device, compatible and at par with the current status of technology, applicable to the respective country the service is used in In regards to the phone, it had a year warranty, which has since long expiredWe would like to point out the fact that the phone and service is intended for travel abroad, which it has been used for on several occasions in this case, and it would still function in Europe and many other areas in the world to this day and with the current status of technologyIt was the decision of the US network providers to turn off 2G coverage gradually in the US in favor of the faster 3G and 4G bands, and only since the beginning of has this been effecting anyone in the US still trying to use 2G mobile devicesWe do notify our customers, who provided us with their contact information, about applicable changes to our service, but can not be held responsible for such actions by other parties we have no control overEspecially in regards to updates in technology over several years, that would not be feasible.In closing, we sincerely hope that we were able to communicate our side of the situation effectively, in a way that allows for a better understanding by all parties involvedWe appreciate the time and effort contributedOur customer service team is available 24/7, should you require any further assistance or information.Kind regards,the Telestial teamwww.telestial.com

Hello,The customer is eligible for a replacement at no charge with shipping covered both ways or for a refund minus shipping as agreed to in the terms and conditions which state shipping is not refundableWe offered the customer a replacement which was refused or to log a refund request which she also refused and asked to speak to a supervisorThe package did come with the advertised amount of creditCustomer purchased a smart phone and did not disable data as we advise online and thus consumed the starter credit which was indeed includedOur assistant supervisor and supervisor left the following notes:Added by [redacted] (Wed Aug 26, 6:am) account shows usage, customer's only claims to phone being defective is battery draining quickly and a rattling noise when she shakes itNo evidence that this phone is defectiveRequest for label and refund of S&H charges denied Added by [redacted] (Wed Aug 26, 6:am) Customer says that she is upset because the battery drains fairly quickly (within hour period) advised our handset constantly search for networks which does cause the battery to drain fairly quickly compared to other devices, and also said something was rattling in the handsetCustomer does not believe the handset was brand newAdvise it was and that the SCREEN PROTECTOR has some scratches due to testingCustomer refused TroubleShooting or replacement because she does not think that we will provide her with anything satisfactoryWanted to be done with our service and find something else.Was in the process of logging the refund report but customer continuously interrupted me when asking questions for the processCustomer is extremely difficult and does not want to listen to you and does not care what you sayCustomer was extremely demanding and wanted a refund on shippingAdvised per our t&c, shipping is non-refundableCall was escalated to Supervisor who advised her of the same thing.--------------------------------------------------------------------------...⇄ seen, we made a reasonable attempt to get a positive outcome but the customer was not very receptiveCustomer has options:Fully replace the package and issue a return label and free shipping back to the customerIssue a return label and a refund of the purchase price but shipping is non-refundable [redacted] Customer Administration Manager

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] am confused as to what the free SIM card would do for my existing phone Also what is advantage in reinstating my balance on account I tried to use the phone in Europe, not the U.S I was unable to get it to work I told Ekit repthis He said it was a 2G phone that is obsolete Also regarding the monthly charge on my account, I was told at the time that if I did that I wouldn't have to make a call or text every months to keep the phone and account active Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Please allow me to clarify a couple of things in the Telestial.com response to my complaintFirst, there was no "mention of the V4C 2G SIM phone" in my complaint But, since my customer history was brought up, allow me to add some detailsI have been a customer since May of when I acquired an ekit VSIM phone, a phone that has given me no cause to complainIn fact, the phone and service I had was good enough to motivate me to look into buying another phone - the V4C - so as to have a second phone for family members traveling with me to Europe This phone, from the very beginning, could not hold a charge for more than a few hoursTelestial's customer service did their best to help (sending me new batteries) to no availThey eventually agreed to combine my accounts under one SIM card, for which I am appreciative, since the Vcontinued to work fine (until the 2G got phased out)How much I use or don't use this phone should not be a factor hereI have kept the account active in order to have a phone in case of emergencies in Europe since I go there one or twice a year Secondly, Telestial has my current street and email addresses and I have been receiving notices regarding my US number expiring and the need to keep my phone active every three monthsThis has been much appreciatedHowever, I did not receive any notice regarding the US policy of phasing out 2GHad I received notification, I could have at least used the money in my account when I was in Europe last springTelestial states that it "can not be held responsible for actions by other parties (they) have no control over." They are, however, responsible for their policies, which, under the circumstances seem like bad business They were willing to make an exception to their policy when they combined my accounts and I would expect that they could make an exception regarding refunding my account that I can't use because the V(also a 2G) does not work in the USA compromise might be to reinstate my balance for more months so that when I go to Europe in December, I could use up my remaining balance Regards, [redacted] ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does
satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will ned to have Telestial, Incsend me an email to this address informing me exactly when this restored balance is set to expire, as I am still unable to travel internationally due to my mother's continuing poor health, so I am still not using this service on any regular basis
Regards,
*** ***

Hello, We have previously advised that we can either send a free sim or reinstate the balance but a refund is not approved. days ago (1Dec2016,12:12UTC)CSR-USER - karing: approved for a balance reinstatement or free sim if expires The Vis a handset that never worked in
the USA as it is only a dual band phoneWe only ever advertised it to work in Europe mainly and not North AmericaThe 50c subscription fee is to keep the US number active, it will not keep the balance itself active, unfortunatelyAs it stands, we are still willing to offer a free sim upgrade or to reinstate the balance but we cannot refund charges from March and beyond*** and *** are both phasing out 2G service entirely and this is completely out of our control, nevertheless, the phone that was purchased was never meant to be used in North AmericaPlease advise if you would like the free sim or balance reinstatement

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***
I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

A credit of $has been applied to the customers account which should resolve this complaint

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I recharged minutes on my e-kit phone in May just before my trip to England as I intended to use it there.There was over $on it then (now about $55).(the rechargeminutes site was hard to get into, I don't know if Telestial has blocked it)I would appreciated a refund of the balance as I have another phone to use in U.S.Thank you
*** ***

We cannot find any credit added to a sim other than the last recharge done in 2014. We can find a new sim purchase that was done in May 2016.nternational SIM Card19.00119.00Currency: US DollarsSubtotal:19.00Shipping (USPS Priority Mail Letter):10.00Order Total:29.00USDOrder [redacted]May 15, 2016 10:50 amWe have already refunded this order in full. The funds left on this sim are the funds that were transferred from the older sim where the last recharge took place in 2014. RefundsDateJul 20, 2016 12:46 PM PSTAmount$29.00MethodCredit CardProcessed by:[redacted]ReasonUsability: Making callsRef Number [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Please allow me to clarify a couple of things in the Telestial.com response to my complaint. First, there was no "mention of the V4C 2G SIM phone" in my complaint.  But, since my customer history was brought up, allow me to add some details. I have been a customer since May of 2011 when I acquired an ekit V600 SIM phone, a phone that has given me no cause to complain. In fact, the phone and service I had was good enough to motivate me to look into buying another phone - the V4C - so as to have a second phone for family members traveling with me to Europe.  This phone, from the very beginning, could not hold a charge for more than a few hours. Telestial's customer service did their best to help (sending me new batteries) to no avail. They eventually agreed to combine my accounts under one SIM card, for which I am appreciative, since the V600 continued to work fine (until the 2G got phased out). How much I use or don't use this phone should not be a factor here. I have kept the account active in order to have a phone in case of emergencies in Europe since I go there one or twice a year.  Secondly, Telestial has my current street and email addresses and I have been receiving notices regarding my US number expiring and the need to keep my phone active every three months. This has been much appreciated. However, I did not receive any notice regarding the US policy of phasing out 2G. Had I received notification, I could have at least used the money in my account when I was in Europe last spring. Telestial states that it "can not be held responsible for actions by other parties (they) have no control over." They are, however, responsible for their policies, which, under the circumstances seem like bad business.  They were willing to make an exception to their policy when they combined my accounts and I would expect that they could make an exception regarding refunding my account that I can't use because the V600 (also a 2G) does not work in the US. A compromise might be to reinstate my balance for 3 more months so that when I go to Europe in December, I could use up my remaining balance.   
Regards,
[redacted]

Dear Customer and Revdex.com representatives,Thank you for providing us with the opportunity to answer this complaint. We appreciate the privilege to live and serve customers in a country, where consumer rights are respected and enforced.Telestial.com provides a prepaid mobile service intended for...

international travelers. The V4C 2G quadband dual SIM phone mentioned in this complaint was purchased as part of a package deal including our International SIM card and some starter credit for a $29 purchase price on May 30th, 2014. The service was recharged and used in Europe in the summer of 2014 and then again in early 2015. Then it was used, but not recharged, again in Europe in the summer of 2015.The statement that the prepaid credit expires 3 months from last use or top up is correct, as per our terms and conditions clearly stated on our website (http://www.telestial.com/legal.php?tab=terms) and agreed to by the customer with each purchase and recharge transaction. Customers have the option to keep the SIM card and remaining credit from expiring by using it at least once in 3 months this way. Every SIM card and phone number that is active and in circulation incurs costs, so it would not be sustainable to keep SIM cards active that are not in use longer term. The request to refund the partial credit left over from a recharge transaction done in February 2015, is at this point not warranted for the reasons stated. The phone and service are not in any way defective or faulty. Also, we just replaced the old SIM with our newest International SIM card product for free, featuring an improved rate structure, plus we added a bonus credit as a thank you for customer loyalty and continued trust. The mentioned credit is still active and can still be used in 190 countries for prepaid calls, texts or data, using an unlocked mobile device, compatible and at par with the current status of technology, applicable to the respective country the service is used in.  In regards to the phone, it had a 1 year warranty, which has since long expired. We would like to point out the fact that the phone and service is intended for travel abroad, which it has been used for on several occasions in this case, and it would still function in Europe and many other areas in the world to this day and with the current status of technology. It was the decision of the US network providers to turn off 2G coverage gradually in the US in favor of the faster 3G and 4G bands, and only since the beginning of 2017 has this been effecting anyone in the US still trying to use 2G mobile devices. We do notify our customers, who provided us with their contact information, about applicable changes to our service, but can not be held responsible for such actions by other parties we have no control over. Especially in regards to updates in technology over several years, that would not be feasible.In closing, we sincerely hope that we were able to communicate our side of the situation effectively, in a way that allows for a better understanding by all parties involved. We appreciate the time and effort contributed. Our customer service team is available 24/7, should you require any further assistance or information.Kind regards,the Telestial teamwww.telestial.com

Hello,The customer is eligible for a replacement at no charge with shipping covered both ways or for a refund minus shipping as agreed to in the terms and conditions which state shipping is not refundable. We offered the customer a replacement which was refused or to log a refund request which she...

also refused and asked to speak to a supervisor. The package did come with the advertised amount of credit. Customer purchased a smart phone and did not disable data as we advise online and thus consumed the starter credit which was indeed included. Our assistant supervisor and supervisor left the following notes:Added by [redacted]   (Wed Aug 26, 2015 6:34 am) account shows usage, customer's only claims to phone being defective is battery draining quickly and a rattling noise when she shakes it. No evidence that this phone is defective. Request for label and refund of S&H charges denied Added by [redacted]   (Wed Aug 26, 2015 6:24 am) Customer says that she is upset because the battery drains fairly quickly (within 2 hour period) advised our handset constantly search for networks which does cause the battery to drain fairly quickly compared to other devices, and also said something was rattling in the handset. Customer does not believe the handset was brand new. Advise it was and that the SCREEN PROTECTOR has some scratches due to testing. Customer refused TroubleShooting or replacement because she does not think that we will provide her with anything satisfactory. Wanted to be done with our service and find something else.Was in the process of logging the refund report but customer continuously interrupted me when asking questions for the process. Customer is extremely difficult and does not want to listen to you and does not care what you say. Customer was extremely demanding and wanted a refund on shipping. Advised per our t&c, shipping is non-refundable. Call was escalated to Supervisor who advised her of the same thing.--------------------------------------------------------------------------...⇄ seen, we made a reasonable attempt to get a positive outcome but the customer was not very receptive. Customer has 2 options:1. Fully replace the package and issue a return label and free shipping back to the customer. 2. Issue a return label and a refund of the purchase price but shipping is non-refundable. [redacted]Customer Administration Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I...

understand that by choosing to accept the business response that my complaint will be closed as resolved.

The funds on the account are from funds added on November 7th of 2014. This charge took place far too long ago and we will not be refunding this.

As a gesture of goodwill the balance has been reinstated.Please review our expiry policy so that this does not happen again.http://www.telestial.com/service_expiration.php