Terracom, Inc.

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]4, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

In regards to complaint #[redacted] we present the following, I've reached out to the customer this morning and left a message as we would like to correct any issues the customer is having. I will update the Revdex.com website once we are able to make contact with the customer in regards to equipment issues....

The customer can contact me as well at my direct contact ###-###-####. [redacted]

In regards to the above complaint we present the following, we feel that as a company we have done everything in our power to provide what the customer needs and it is never enough. We have sent the customer 5 replacement phones that call, text, and have internet capabilities. The customer is...

unhappy because the extra feature of Wi-Fi is not working on these phones. The phones that we provide are refurbished and we only guarantee call, text, and internet capabilities. The customer also states he made a payment of $120 dollars which no one in any of the stores can confirm and the customer has no receipt. The customer has called us several time being verbally abusive, I spoken with him personally a few times and also have several voice mails where I'm being called a cow among several other names and being cursed at by this customer. We will not provide this customer another phone until the other replacements phones are returned we still have no returns on record from this customer and at this time we will not be able provide a refund for the amount requested. We understand the customer is upset and we apologize we are unable to meet all of his needs. There is current usage on the customers phone so he is using it on a regular basis. We can de enroll the customer if he would like to go forward with de enrollment please confirm as we can no longer meet the customers demands and can not continue to be subjected to the verbal abuse from this customer.

In regards to complaint [redacted] for [redacted] we present the following, The customer paid for an upgraded phone and during the wait on shipping the phone the system deactivated the account due to non usage. I've been working on this account for a few weeks now but I had no way to reach out to...

the customer for an update. I would like to personally apologize for any inconvenience this has caused you. We were having an issue retrieving the customers phone number and to stop further delay we've assigned the customer another number and shipped the phone. The tracking number is 42[redacted]9. The phone has been shipped via USPS once the customer receives the phone I will apply 500 free courtesy minutes for the inconvenience. The customer can contact my direct line for any questions at ###-###-####.

We charged every customer disconnected due to failure to recertify the $25.00 dollar reconnect fee. This charge is there because that is the cost charged to our company for reconnect. In order to complete certification the customer must provide all documents needed by December 2016. We received the customers lifeline form but we never received the Medicaid card until Jan. 4th 2017 after the customer was disconnected. Every customer affected by this recertification disconnect provided a lifeline form, proof, and a payment of $25.00 dollars to reconnect. I removed the $25.00 dollar charge and the customer now has a $25.00 dollar credit due to the time frame AT&T took to get the services reconnected. We communicate via QuickTel computer system as you can see in the attached responses from AT&T they made this reconnect process very time consuming and we ate the cost of the reconnect charge due to their error. The technician the customer spoke to does not have access to the communication log between AT&T and our company or they would have been able to relay this information. I've attached the log for your records. I also personally followed up with this customer to confirm the services were complete. I'm always willing to keep the line of communication opened with our customer to help get a better understanding of what is going on with the account. Please feel free to contact me if you have any questions or concerns. I've applied a credit for the month of January in the amount of $4.87 for time without services leaving you a credit of 29.87.

We received a complaint in regards to [redacted] can you please confirm if this complaint is in regards to a wireless or wireline and the number associated with the customer complaint?

In regards to customer complaint number [redacted] we present the following, I've attached the customers call detail records for the whole duration she subscribed with TerraCom. The customers minutes were used accordingly. The text messages are unlimited so the call detail records will show under the...

call duration that the customer used all minutes, these minutes are recorded in seconds.  We do apologize the customer did not receive the sim card per her request due to error the sim card never left the ware house. We are not required to send our customers sim cards but we will usually send a sim card per the customer's request if we have one available for the customers model. At this time the we can not refund the customer for all minutes purchased. The customer transferred to a new provider in March 2017 we have approved the refund in the amount of $12.90 for the payment made in March the funds will be placed back on the Visa the customer made the payment on and should be available in 3 to 5 business days. The customer can contact me directly as well if there are any further questions at my direct line ###-###-####. Thank you, [redacted]

We had a call project to advise all customers of recertification needed as well as a final notice of recert needed. The customer provided all documents needed as well as a payment for reconnect. The customer services have been reconnected as of today. Her certification has complete and been updated.

Initial Business Response /* (1000, 5, 2015/06/03) */
We've sent the customer a return envelope for the equipment issues she's having. 06/03/2015 we've shipped the customer a working phone. I've confirmed the equipment is properly working by placing a test call and checking the charger. I've...

updated the customer via email with a tracking number and information on the phone she should be receiving via USPS. I've provided my direct contact number if the customer has any questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Only after submitting a complaint to the Revdex.com was my issue able to be resolved. I tried over the phone through customer service but that did not work. Soon after the complaint, I was contacted me by email by and internal auditor and once she understood I was talking about a phone that I purchased and not the free phone she immediately had my replacement phone shipped out to me before I shipped the defective phone back. She made sure the device was working and gave me her phone number to call if I had any issues. I rcvd my phone and it worked as it should. If more people like her were answering the phones in customer service or the chat online my issue would have been resolved with one phone call or online chat.

We received a complaints in regards to Ms. Saunders billing and service interruption. [redacted] services have been reconnected and all payments have posted to her account. Her next bill is due on [redacted] in the amount of [redacted]. Please feel free to contact us for any further questions or...

concerns.

In order for us to stay compliant with the guidelines provided to our company we must receive the lifeline form and proof by the end of 2016. We did receive the lifeline form, but we did not receive proof of assistance and as a result the services were disconnected due to failure to recert. Ill be happy to waive the reconnect fee but since it is now 2017 we need you to fill out a new lifeline form that's dated 2017 and still provide proof before so we can reconnect the services. It looks like you listed Medicaid as your proof of income last year so you can provide a copy of your Medicaid card or which ever assistance you receive. I've provided my contact number if you would like to speak directly to me for assistance.  Thank you, [redacted]

My mistake I should not have called it a upgraded phone because it was a replacement phone like you stated you could not use the other phone until your replacement arrived. Again I do apologize for the inconvenience our explanation for why you waited so long for replacement phone was listed in the last response it was due our error the system deactivated you due to non usage even though you were waiting for your replacement.  Our upgraded phones run over $50 dollars per phone depending on the type you choose. If you are ok with the equipment you have I can refund you the balance paid due to inconvenience.

We apologize for the inconvenience we have waived reconnect fee in the amount of $25.00 dollars I have placed an order for reconnect and the completion date for reconnect is 08/25/2016 by 7pm. Please feel free to contact my direct line if you have any questions.  [redacted]

Initial Business Response /* (1000, 5, 2016/02/09) */
I reached out to all contact number listed on the complaint and got to speak to [redacted] first. I apologized for the inconvenience they had to go through during their time of loss. Due to the time frame the family chose to go with another...

provider. We have reversed the payment made on 01/06 for 12.88 back to the bank account the payment was made on. Will see the refund back in account within 24 to 48 hours.

Thank you for brining this issue to our attention.  Our records indicate that the services were disconnected due to failure recertify before the end of 2016. As a result the services were disconnected. In order to get the services reconnected we will need new documentation for the...

year of 2017 which should include a completed lifeline form and proof you still receive assistance. Please feel free to contact me directly at ###-###-#### if you have any questions Ill be happy to assist you.