Terracom, Inc.

Initial Business Response /* (1000, 5, 2016/02/09) */
The customer was disconnected in Jan The customer was set up as a non lifeline customer and added top up minutes as she wentIf the customer used all of her minutes or went without adding minutes over days we disconnect the non
lifeline customerThe customer used her minutes every time she topped them up with dollars she received minutesSince this was almost years ago we are unable to retrieve the call detail records to show the minutes were used on an inactive account

TerraCom Wireless received a complaint in regards to Complaint ID# ***, we present the followingThe customers phone was shipped on 07/21/2017, I reached out to the customer and provided a tracking number and per the USPS website the phone was shipped and receivedI've attempted to reach out
to the customer to follow up but I received no answerI left my direct contact number please advise the customer to contact me at his earliest convenience.***###-###-####

I followed with the customer in regards to equipment issues and being sent a defective phone times before getting a good working phoneI apologize for the inconvenience and have since followed up with the shipping department to address this issue so that it doesn't happen in the futureI also provided my direct contact number to personally assist the customer with any issues in the future

Thank you for bringing this information to our attentionI do apologize if there was a communication barrier between our company and Ms***Please feel free to contact me directly if you have any questionsUnfortunately, we didn't receive proof of assistance prior to 01/12/2017, and in
order for us to stay compliant with the guidelines provided to our company we have to have proof attached to the customers account in order keep the customer on the lifeline ratesThe services have now been reconnectedYour lifeline is good to go and billing is in good standing

Initial Business Response /* (1000, 5, 2016/01/26) */
The customer has charges listed in her billThese calls were made from her phone with specific time and datesIf the customer has family or friends at her home she may want to confirm no one is using the optionThe customer has a
couple of options remove the long distance options to disable the function and use the toll free number 800freeI reached out to the customer with no answer to explain the charges to her I left her a message
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in email contact with *** ***, Manager of Internal Audits*** has started an investigation with ATT as to these chargesI did not make calls to and have no family with access to my phone
Final Business Response /* (4000, 9, 2016/02/02) */
Per *** the account has been credited the charges have been removed
Final Consumer Response /* (4200, 11, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting on the ATT investigationI have not received that from the Internal Audits department, yetI do appreciate that the charges have been removed, but I want to make sure no more charges are put on my billI do not, I did not, and I have never dialed any number for Directory AssistanceI realize the records show that I did, but that is incorrect or a scam perpetrated by someone in the billing deptIn addition, I have not been able to complete a long distance call on this account for a couple of yearsI am asked for an access code to make a long distance call which I DO NOT haveI may be paying for long distance, but I am not able to use itOne of the solutions above from this provider is to discontinue long distance serviceSince I am unable to access long distance calls for the last years without an access code I shouldn't be able to have access to Directory AssistanceIt should be blocked already

Initial Business Response /* (1000, 5, 2015/07/31) */
I called the customer to follow up on the complaint but I received no answerI left a message on the customer's voicemailThere's a lot of usage on the customer's wireless line and I don't want to disconnect the customer if the customer is in
mid use of the phoneI'll be happy to help the customer with any issuesI can disconnect the line or discuss another phone if neededI'm waiting on a response from the customer my direct line was provided in the voicemail

My original application was received I was told this by the operator who assisted me,What they did not receive was my verification for income.Which I said I can send them even though I had set it up for them to be able to check my disability threw social security.They could have easily made a copy from the computer.Also there was no notice that any changes to the set up or I would have sent the form with my application.Also they have not said that the reconnection fee will be dismissed due to their incompitance.I will except their offer when this is done.Every year they try this on with their customers and I have just had enough.One year I was turned off because they said I had another life line which I did not but they did not even research it they just turned my phone off after I paid my bill.If I could afford a different plan I would go else where.The cell phone plan does not work for me due to lack of service in my area

I want the that I paid to the guy at theTulsa store.*** your wgatever rude guy is saod they should not have sold not s terracom store.Has your employee and your name.And I wss rude because the terrorists you use to answer phones were they lied humg up etc...I paid caah I want it back that phone defective also.The one I jist got do t work either lol th defective phone iOver a year that nust be track record.I want my funds and tou need to relese me immediatly to get a legidimate lifeline and nit terrorists.I hope you get plenty more fines and out of business.Ro be lied to for over a year is ridiculous You steal feom the govdisabled and veterans and probably enjoy it.I pay gpr your fancy car.Fix thks and Ill go elsewhere
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/12/31) */
The customer's equipment with in USPS mailing serviceA tracking number has been provided and the customer is awaiting his phone at this point once USPS delivers the phone his transaction will be complete

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have all payment proof that i've paid my phone bill from the time of merging over to yourtel until now with Terrcom and I should not have been disconnectedI would like a refund of the the disconnection fee and I went without services for days and no one has not contacted me regarding this matteri can be reached at ***I also need to know why im having issues wiith paying online, it is saying that the account number does not match PLEASE RE-READ THE COMPLAINT, THE COMPLAINT IS NOT ONLY ABOUT THE DISCONNECTION ITS ALSO ABOUT BILLING ISSUES WITH YOUR COMPANY! YOUR COMPANY IS CHARGING ME FOR SERVICES I ALREADY PAID FOR! I HAVE BANK STATEMENT PROOF THAT I PAID EVERY MONTH!
Sincerely,
*** ***

We received a complaint from the customer regarding a replacement phoneWe have sent the customer another replacement phone as well as a return envelope to return the defective deviceYour tracking number is *** this will be sent via USPS Please keep in mind these
are refurbished phones which means they are not they are not new phones but they should work properlyPlease contact me if you have any questions or concerns at *** I tried reaching out to you via contact number listed in the complaint but I received no answer Thank you, ***TerraCom Wireless

REFUND HAS BEEN ISSUED IN THE AMT OF $AND WILL BE MAILED TO THE ADDRESS ON ACCOUNT THE WEEK OF 09/07/Please see attached check sent to customer

Initial Business Response /* (1000, 10, 2015/09/16) */
Spoke with Authorized user in regards to complaint apologized for the customer service received and removed the balance due from the accountThe customer is in good standing with a balance and has a refund due of dollars at the check
cashing place she initially set up services at

Per the tracking information listed on the USPS site in regards to tracking number *** the phone was received on Thursday Feb16thOur records indicate that the customer has usage on her phone and is currently using the device regularly

We apologize for the delay in response in regards to the customer complaint regarding equipment the customer has called in several times irate, using insulting and offensive language demanding phones. We have sent the customer phones on several occasions and the customer remains unhappy. We have...

sent 5 different phones to the customer and at this time we are unable to assist the customer until we receive the current phone they are using back so that we can send a replacement phone at no charge. The customer has an option to purchase a replacement refurbished phone for $25.00 dollars or we will send a working phone at no charge upon receipt of the current phone the customer is using. The customer refuses and advised we must send another phone first before sending current phone back. We apologize our phones are not up to the customers standards but they are refurbished. We can only guarantee a decent working phone for the customer not the type or brand the customer wants.

I would be happy to assist the customer with any further issues. The reason for denial is not listed. The customers line is reconnected and the payment was posted as listed in the response prior to this one.

Initial Business Response /* (1000, 5, 2015/09/16) */
The customer services have now been changed to her new device. Please see note below. This was updated as of 09/14/2015
cci to switch the service to her new phone--a/c verified--Verified the ESN---did the manual programming, and informed cx...

to turn off the phone turn it on and make a call---its working now-

Thank you for brining this to our attention. First I would like to apologize for any inconvenience this time without service has caused you. As of 01/07/2017 we received all needed documents from the customer which should have had the services reconnected within 3 to 5 business...

days from the time we received her documents. Due to error in AT&Ts system we have had issues with getting services reconnected at the same facilities the customer has had service at for years. AT&T is still working on this issue and at this time we have a commit date for reconnect on 01/30/2017. If a sooner commit becomes available before that point I will follow up with the customer and update. her.