The Message Center Inc.

Received letter with apology and guarantee no rate increase until January 2018. Then receive a bill with a rate increase.Started answering service account with company 03/2013.Agreed upon contract rate of $150.00 per month. Our bill for 01/2015 showed a rate increase of $14.99 per month. I phoned asking about increase and received a letter that states "I sincerely apologize and guarantee you this rate will not increase until January of 2018". I then receive a statement for 03/2015 with the rate increased to $399.99 per month. I again phone asking about this rate increase and state that I have this letter and I then get another letter stating "I am sorry for this rate increase". "I guarantee this rate will not increase until January 1, 2020.I received the approval to guarantee you this the President himself". I phoned them different times asking for a call back and I would never receive a call back. Only letters or faxes. One of my phone calls to them the operator informed me that I would be receiving a notarized letter, I also received a faxed message saying I would be receiving a notarized document, I never received one and also don't understand why I would need one. It was never explained what it was for. I again phoned them on 03/11/2015 and told them we were discontinuing their services that day, I asked for a statement for the partial month, the operator informed me someone would call me back. As of 03/18/2015 I still had not received a call or a partial month bill. On 03/12/2015 I received a faxed letter which tried to explain their services etc. but no bill. I faxed them a response on 03/19/2015 asking about a business honoring their word and why would our business believe they would not increase again even if we have a letter stating they wont. I received a fax for the full month the next day. I again phoned on 03/30/2015 and asked for our partial month bill since I discontinued service with them on 03/11/2015. I received a faxed invoice for $300.00. I would expect this business to honor their word of no rate increase. Desired SettlementSince we only used their services for less than half the month of March, I will be sending them a check for $82.50 which is half of the guaranteed rate of $164.99 that was stated in the letter dated 12/29/2014 of no rate increase until January 2018. I expect them to accept this as payment in full on our account and all communication between us to be over with. I again would expect the business to honor their word. Business Response Contact Name and Title: [redacted]Contact Phone: 919-[redacted]Contact Email: [redacted]Unfortunately we had no choice but to allocate more operator resources to ensure quality of service on the account. The individuals on this type of account have sensitive topics that they need to discuss with the on-call provider. Because we understand the sensitive nature of these types of calls, we instructed operators to make follow up calls to the Eaton and Associate's constituent clients to ensure they received a call back from their provider.We understand that this is an inconvenience and that the expectation of the business is to follow through on its promises. Our main goal, however, is to ensure that their clients were able to speak with the on-call provider and verifying with each caller that a return call was received. The last thing we want is one of our clients' constituent clients to feel alienated or that their uniqueness is being attacked. We instill these values in our operators during training to ensure that anyone calling in is addressed with dignity and respect.We have chosen to void the check and not collect the funds for payment for the first 15 days of March. The client is not responsible for any further payments and their account is balanced and in good standing. We have honored their request to close the account.

Company is fraudulently duplicating charges and is denying payments, despite proof of payment from the Bank.I subscribe to an answering service with The Message Center Inc which costs 69.99 monthly. I have been doing automatic payments for answering service of 69.99 through my bank. On January 2, 2015, payment was made using a checkcard in the amount of 69.99 in response to an invoice for payment. An automatic payment was subsequently made again for the same service on January 13 for 69.99. I reversed payment on January 16 because it was already paid (on January 2). I received an additional invoice and made a duplicate payment of 69.99 on January 30 by checkcard. Automatic payment was done by bank on February 13. On February 20 , I received a notice from The Message Center Inc stating that the account was frozen for nonpayment of answering service. I called the customer service to dispute this. On February 20, I faxed a copy of the bank statement showing dates of payments being made on time and showing proof of duplicate payments to customer service at [redacted]. I made notation of duplicate payments on June 13 2014 and January 30 2015. The response by the customer service was that I should "throw out the bank statements". On March 4 2015 a three way conference call was placed between [redacted], myself, and The Message Center Inc personnel confirming my timely payments. The Message Center Inc representative was rude, and would not recognize proof of payments and stated that I am receiving service and not paying for service. I continue to receive invoices (last received on February 19 in amount of 194.97 ) for services I have previously paid for (January 2, January 30, and February 13). Desired SettlementSeeking refund of duplicate payment of 69.99 on January 30, 2015. Also must honor proof of payments received. The balance should reflect a credit of 69.99 instead of a past due amount of 194.97.In addition there was a duplicate payment on June 13, 2015 for 69.99. The company at that time was [redacted], bought out by The Message Center Inc.Business Response There have been no fraudulent charges against the client nor were there duplicate charges. Each and every transaction was authorized by the client. We are unable to charge credit cards or authorize debit from bank accounts without the express permission of the account holder and issuing bank. Our records indicate that, at the time of receiving the unofficial bank statement from the client, that her account retained a credit of $35. The client issued a stop payment on a check for a payment that we received for December's service. Our corporate policy is to charge a $35 returned check fee on any check returned from the issuing bank. As a result, the client only has a $35 credit on the account, which does not cover the cost of her monthly payment. We must receive the full flat rate payment to render services in full.Because the client has requested a refund, we will issue a refund check of $35, which is the amount credited in her account at the time of disconnection. All other payments have been used to cover the services rendered in full, so we will not be able to refund those payments.The most recent invoice is only required to be paid if the client wishes to continue using services. Otherwise, they may disregard the invoice.Unfortunately, because of the nature of the services we provide, we are not able to provide further information. Federal laws require that both the Revdex.com and the client become HIPAA business associates before we are able to provide any records. If both parties request and agree to the business associate form, we are able to provide further information.Consumer Response The building account bank statement for December 2014 indicates a payment of $69.99 on 12/15/14. This entity does not use the answering service so the check should be refunded. The corporation paid $69.99, a duplicate payment, on 12/12/14. There was no stop payment on this check. On 01/02/15, a debit card payment was made for $69.99. On 01/13/15, a duplicate payment was again made and was stopped on 01/16/15. Another payment was made on 01/30/15 because of an invoice received in the office. Bank fees should not be charged since payments were made on time as authenticated by the bank in a three-way conference on 03/04/15. A refund of $69.99 from the building account posted on 12/15/14 and $69.99 posted on 01/30/15 paid by the debit card is requested because these are duplicate payments. This is a total of $139.98. Why were the services frozen by the company for non-payment when payments were made on time? And why are invoices being received repeatedly by the office?Final Business Response By your own admission, The Message Center was managing your account by the month of December. At this time, no payments could be processed using the name [redacted] as The Message Center can only process payments in the company's name The Message Center; however, you sent a payment to [redacted] for the month of December, which could not be processed. You then issued a stop payment on a check to The Message Center. That means whatever duplicate payments you are mentioning have been eradicated by your own book keeping. The check sent on 12/12/2014 was not processed because it could not be processed. The check sent on 1/13/2013 was issued as a stop payment and our banking institution billed us $35.00. You will not be receiving a refund for the payment that we did not withdraw. You will also not be receiving a refund for the payment that you issued a stop payment for (that then charged us a $35.00 returned check fee). You will be receiving a refund for the credit on your account of $35.00. Your account was shut off because it did not have a sufficient balance to handle your phone calls.