Telestial.com

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]

Hello. The customer has been with us since 2011 and has had 3 sim cards. The Service life terms found on the retail website and by logging into the account state that the balance will expire in 3 months and the sim in 6 months if not used. http://www.ekit.com/ekit/MobileInfo/ServiceExpirationThe...

customer had a balance expire previously which was actually reinstated by myself personally after the required $30 recharge. The customer is aware of the terms and conditions. We do send a courtesy email reminder when the balance is close to expiry. Whether the email is read or ends up in the Spam box which happens quite a bit, it is the customer's responsibility to keep the account active as agreed to in the Service life terms. Since the customer has had 3 sims with us and has been a good patron, we will make a one time exception and unexpire the balance without a recharge. CSR-USER - [redacted]: Customer called to get the expired balance back from his old account. I told him that if he recharged the balance we'd be able to reinstate the balance. He recharged and the balance was reinstated. 6 months ago (23Feb2016,18:43UTC) CSR-USER - [redacted]: Manual Credit of USD$51.24: CS:Unexpire Balance

Hello,The balance has been reinstated. Best,[redacted]

Hello,A check was requested from [redacted] on the 1st of December. This should arrive within 7 days or so.Best,[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].  
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 rep. this.  He said it was a 2G phone that is obsolete.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 3 months to keep the phone and account active.
Regards,
[redacted]

The customer has been refunded the $41 they paid to us. They do not need to return the package. Cheers.

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]. 
As I have previously explained I do not wish to use this phone again as I had to replace it suddenly on arrival in London in June.I recorded a balance on the phone of $63.05 on July 21st of 2016  and think I should be entitled to that full amount. I feel Telestial could act in a more customer friendly manner by adjusting their routine procedures in this case.Thank you,[redacted]
Regards,
[redacted]

The balance on the cusotmer's account depleted due to legitimate data usage. The customer is not correct on certain points however. 313/312 does disable data but it is not mandatory to use this to disable data. The customer may also go into his data settings and disable roaming and mobile data....

313/312 is just a quicker way to do so. On our retail site where the customer placed the order we state: " Many [redacted] phone handsets automatically run applications that will use data such as push email, weather applications, location services, etc. We recommend that you disable automatic applications on your [redacted]phone when roaming."  If the customer logs into his account at www.rechargeminutes.com we also advise: "Many [redacted] phone handsets automatically run applications that will use data such as push email, weather applications, location services, etc. We recommend that you disable automatic applications on your [redacted]phone when roaming." [redacted]phones are very data hungry devices. Customers do not notice how much data they are using with their personal phones at home because most people have access to WIFI or unlimited data plans. When they insert our sim, all their data apps, ect will still work. The phone requests the data. We provide the data as requested and then we are billed by our provider and must pass along the costs. We have already credited the customer with 5 dollars. We have credited another 20.00 totaling 25.00. This is half of their 50.00 recharge and we believe is a fair compromise given that the data was used by the handset and we ourselves have already been charged for the usage.

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]