Terracom

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 As a result the services were disconnectedIn order to get the services reconnected we will need new documentation for the year of which should include a completed lifeline form and proof you still receive assistancePlease feel free to contact me directly at ###-###-#### if you have any questions Ill be happy to assist you

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]

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 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 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 recertIll be happy to waive the reconnect fee but since it is now we need you to fill out a new lifeline form that's dated and still provide proof before so we can reconnect the servicesIt 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 receiveI've provided my contact number if you would like to speak directly to me for assistance Thank you, [redacted]

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 usageI've been working on this account for a few weeks now but I had no way to reach out to the customer for an updateI would like to personally apologize for any inconvenience this has caused youWe were having an issue retrieving the customers phone number and to stop further delay we've assigned the customer another number and shipped the phoneThe tracking number is [redacted] The phone has been shipped via USPS once the customer receives the phone I will apply free courtesy minutes for the inconvenienceThe customer can contact my direct line for any questions at ###-###-####

We had a call project to advise all customers of recertification needed as well as a final notice of recert neededThe customer provided all documents needed as well as a payment for reconnectThe customer services have been reconnected as of todayHer certification has complete and been updated

Thank you for brining this to our attentionFirst I would like to apologize for any inconvenience this time without service has caused youAs of 01/07/we received all needed documents from the customer which should have had the services reconnected within to business days from the time we received her documentsDue 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 yearsAT&T is still working on this issue and at this time we have a commit date for reconnect on 01/30/If a sooner commit becomes available before that point I will follow up with the customer and updateher

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

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 havingI 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 customer complaint number [redacted] we present the following, I've attached the customers call detail records for the whole duration she subscribed with TerraComThe customers minutes were used accordinglyThe 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 houseWe 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 modelAt this time the we can not refund the customer for all minutes purchasedThe customer transferred to a new provider in March we have approved the refund in the amount of $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 to business daysThe customer can contact me directly as well if there are any further questions at my direct line ###-###-####Thank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ We've sent the customer a return envelope for the equipment issues she's having06/03/we've shipped the customer a working phoneI've confirmed the equipment is properly working by placing a test call and checking the chargerI've updated the customer via email with a tracking number and information on the phone she should be receiving via USPSI've provided my direct contact number if the customer has any questions or concerns Initial Consumer Rebuttal / [redacted] (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 resolvedI tried over the phone through customer service but that did not workSoon 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 backShe made sure the device was working and gave me her phone number to call if I had any issuesI rcvd my phone and it worked as it shouldIf 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

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 arrivedAgain 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 $dollars per phone depending on the type you chooseIf you are ok with the equipment you have I can refund you the balance paid due to inconvenience

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

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ I reached out to all contact number listed on the complaint and got to speak to [redacted] firstI apologized for the inconvenience they had to go through during their time of lossDue to the time frame the family chose to go with another providerWe have reversed the payment made on 01/for back to the bank account the payment was made onWill see the refund back in account within to hours

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] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ The customer services have now been changed to her new devicePlease see note belowThis was updated as of 09/14/ 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-

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]

We charged every customer disconnected due to failure to recertify the $dollar reconnect feeThis charge is there because that is the cost charged to our company for reconnectIn order to complete certification the customer must provide all documents needed by December We received the customers lifeline form but we never received the Medicaid card until Jan4th after the customer was disconnectedEvery customer affected by this recertification disconnect provided a lifeline form, proof, and a payment of $dollars to reconnectI removed the $dollar charge and the customer now has a $dollar credit due to the time frame AT&T took to get the services reconnectedWe 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 errorThe 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 informationI've attached the log for your recordsI also personally followed up with this customer to confirm the services were completeI'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 accountPlease feel free to contact me if you have any questions or concernsI've applied a credit for the month of January in the amount of $for time without services leaving you a credit of