Yadtel was not aware of the issues that *** *** was experiencing. She had Internet installed 3/24/2016. The Internet was terminated by Yadtel on 7/18/for non payment. The only payment received was for the connection fee and membership fee. There are no records of
the customer contacting Yadtel with any problem. After research we did find where she had called our off site hour help desk. Per our Internet Specialist and Operations Center this is the only information we have for Mrs***. The customer had call to the Helpdesk on 4/19/tkt 1794078, cust was not at home to trouble shoot will call back after
The customer had a 2nd call to the Helpdesk 4/20/tkt 1795867, cust had dropped in SAT, Helpdesk advised to check battery backup, customer replied did not think they had a battery backup, was referred to repair
No Yadtel trouble ticket
Please let me know if you need any other information
Jenny D***
Customer Sales & Service Manager
Yadtel Telecom
336-463-jenny.d***@yadtel.com
I called customer twice and asked him to return my call to discuss his situation but he never returned calls. The customer was warned with text alerts and conversations that he was exceeding his data plan and chose not to limit his usage or increase his data plan. He was using the...
data on his phone as his sole internet. Below is the documentation of our conversations and alerts sent to customer. He was aware and chose to use the data so he is responsible for the bill. September 17, 2014- Data plan changed on account to 5GB plan. This plan allows for 5GB of data usage and then billed $10.00 for each additional 1GB of data that is used. Customer was made aware of this at time of plan change.
October 30, 2014 Text Alert sent to mobile to advise of high data usage.
November 15, 2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.
November 30, 2014- Text Alert sent to mobile to advise of high data usage.
December 15,2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.
December 29, 2014- Text Alert sent to mobile to advise of high data usage.Text Alert sent to mobile to advise of high data usage.
January 2015- Wireless specialist spoke with customer to advise him of his high usage and large bill. She advised customer that the data usage would be suspended if payment for the data was not made. Customer admitted that he was using his data as his sole means of internet service. He also stated he would not pay his bill. Our Wirless Manager also talked with customer.
January 27, 2015- Customer called when wife's data was suspended and was told the bill would need to be paid. He still disputed what he owed. He was offered a larger data plan but was told he would need to pay for the data usage that he had already been billed for.
January 29, 2015 Customer closed account leaving a balance of $409.88. Management has decided he does need to pay the amount owed. We have worked with him to keep him informed of his overages and he is responsible for the amount owed.
[redacted]
Customer Service Manager
Yadkin Valley Telecom
Please note my new email address [redacted].[redacted]
###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
The customer had service installed January 1994. The account does show that she is leasing 4 leased phone sets at $1.25 per month, $5.00 monthly. A leased set can be returned at anytime and be replaced with a new set with not additional cost to the customer. Is it the customer's...
choice whether to request a leased set or buy there own. Most people that choose to lease the phone do so to be able to always have it replaced if a problem arises. I do regret the customer was not aware of this billing until today. I will remove the lease charges from her phone bill and she does not have to return the phones. Per our tariff the customer is liable for charges on her bill unless she calls immediately to dispute.
Yadtel was not aware of the issues that *** *** was experiencing. She had Internet installed 3/24/2016. The Internet was terminated by Yadtel on 7/18/for non payment. The only payment received was for the connection fee and membership fee. There are no records of
the customer contacting Yadtel with any problem. After research we did find where she had called our off site hour help desk. Per our Internet Specialist and Operations Center this is the only information we have for Mrs***. The customer had call to the Helpdesk on 4/19/tkt 1794078, cust was not at home to trouble shoot will call back after
The customer had a 2nd call to the Helpdesk 4/20/tkt 1795867, cust had dropped in SAT, Helpdesk advised to check battery backup, customer replied did not think they had a battery backup, was referred to repair
No Yadtel trouble ticket
Please let me know if you need any other information
Jenny D***
Customer Sales & Service Manager
Yadtel Telecom
336-463-jenny.d***@yadtel.com
I called customer twice and asked him to return my call to discuss his situation but he never returned calls. The customer was warned with text alerts and conversations that he was exceeding his data plan and chose not to limit his usage or increase his data plan. He was using the...
data on his phone as his sole internet. Below is the documentation of our conversations and alerts sent to customer. He was aware and chose to use the data so he is responsible for the bill. September 17, 2014- Data plan changed on account to 5GB plan. This plan allows for 5GB of data usage and then billed $10.00 for each additional 1GB of data that is used. Customer was made aware of this at time of plan change.
October 30, 2014 Text Alert sent to mobile to advise of high data usage.
November 15, 2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.
November 30, 2014- Text Alert sent to mobile to advise of high data usage.
December 15,2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.
December 29, 2014- Text Alert sent to mobile to advise of high data usage.Text Alert sent to mobile to advise of high data usage.
January 2015- Wireless specialist spoke with customer to advise him of his high usage and large bill. She advised customer that the data usage would be suspended if payment for the data was not made. Customer admitted that he was using his data as his sole means of internet service. He also stated he would not pay his bill. Our Wirless Manager also talked with customer.
January 27, 2015- Customer called when wife's data was suspended and was told the bill would need to be paid. He still disputed what he owed. He was offered a larger data plan but was told he would need to pay for the data usage that he had already been billed for.
January 29, 2015 Customer closed account leaving a balance of $409.88. Management has decided he does need to pay the amount owed. We have worked with him to keep him informed of his overages and he is responsible for the amount owed.
[redacted]
Customer Service Manager
Yadkin Valley Telecom
Please note my new email address [redacted].[redacted]
###-###-####
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]
The customer had service installed January 1994. The account does show that she is leasing 4 leased phone sets at $1.25 per month, $5.00 monthly. A leased set can be returned at anytime and be replaced with a new set with not additional cost to the customer. Is it the customer's...
choice whether to request a leased set or buy there own. Most people that choose to lease the phone do so to be able to always have it replaced if a problem arises. I do regret the customer was not aware of this billing until today. I will remove the lease charges from her phone bill and she does not have to return the phones. Per our tariff the customer is liable for charges on her bill unless she calls immediately to dispute.