Initial Business Response / [redacted] (1000, 5, 2017/02/27) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost First, Xplornet would like to extend our apologies to [redacted] for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaintBased on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to [redacted] Our Billing department has confirmed that [redacted] 's refund, totaling $ [redacted] was completed on February 21stand she should now be in receipt of the returned funds With respect to the additional compensation [redacted] has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $ [redacted] service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Too much of a headache to deal with xplornet any further from here
Initial Business Response / [redacted] (1000, 8, 2016/09/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed [redacted] contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note [redacted] accepted With that said, in presenting the offer to [redacted] we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $ [redacted] outstanding balance that remained on his account and have applied a service credit of $ [redacted] to offset all charges he incurred after April 'when his service was no longer in useA work order to recover [redacted] 's rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $ [redacted] will be issued back to [redacted] 's credit card In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/10/27) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused Xplornet has instructed our billing department to issue a $ [redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation dateWith the additional compensation, [redacted] final refund amounts to $ [redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com Review of the account history shows that [redacted] was installed on July 22, At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoiceAny charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to [redacted] as they were not billed by XplornetAdditionally, on November 21, 2017, [redacted] contacted Xplornet as his modem was offline and he was unable to connect to the internetA recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration In the interest of resolving [redacted] ’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve monthsA neighboring tower to [redacted] ’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network [redacted] currently connects toOur records show that local service technicians have determined that [redacted] ’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP towerThat being said, due to the difficulties [redacted] has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penaltyXplornet is available 24/7/to best assist and would welcome [redacted] to reach out at his earliest convenience to explore repoint options or process a cancellation for him In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint Sincerely, Xplornet Communication
Initial Business Response / [redacted] (1000, 10, 2017/06/09) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed an updated review of [redacted] 's account history in light of her service and cancellation concernsBased on our review, Xplornet was unable to identify any problems with [redacted] 's rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network Xplornet has now received and processed [redacted] 's cancellation request and will agree to provide a month refund in good faithTo this end, a credit of $ [redacted] (taxes in) has been applied to [redacted] 's account and will be refunded once her rental hardware has been successfully recovered In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am requesting $ [redacted] for the two payments one in April of $ [redacted] and then again the bill I paid $ [redacted] Both times I indicted I did not want to continue my service!!! And yet again I receive another billingThe practices are disgusting just to continue getting payments!! This is my complaintI want my money back for the lack of service as well as not listening to my request to discontinue my service Final Business Response / [redacted] (4000, 14, 2017/06/19) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet's records reflect that [redacted] initially contacted Xplornet in January to inquire about options for her accountAs no definitive decision was made and [redacted] had explored the option of cancelling the service or suspending, no action was completed on the account pending further contactFurther review demonstrates that the service was continuously used up until the requested date of cancellation in May While Xplornet feels that the charges issued on [redacted] 's account are valid, the offer to credit the amount of $ [redacted] stands and has been applied to the outstanding balance remaining In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Final Consumer Response / [redacted] (2000, 16, 2017/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response / [redacted] (2000, 9, 2017/06/28) */ June 27, Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amendsThey have upgraded my system to the more costly LTE-serviceThe service is now approxMbps Xplornet offered me compensation for services not received with months of free service I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet
Initial Business Response / [redacted] (1000, 5, 2016/09/28) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account in light of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] ' areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a month credit of $ [redacted] (tax incl.) to his account and have increased his existing service discount from $ [redacted] to $** [redacted] is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his patience as we continue to work towards improving the service experience in his area Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (**00, 5, 2016/05/26) */ Thank you for forwarding the information provided by [redacted] to our attention In response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history to investigate the ongoing issues he has reported with his connection speeds during peak service periodsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to improve the network's performance Regrettably, as [redacted] has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologizeIn the interim, as a sign of good faith Xplornet has placed a month credit, along with a recurring month $ [redacted] service discount on [redacted] 's account and we will continue to keep him informed of updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT ACCEPT THEIR [redacted] RESPONSE I accepted an increase in monthly internet costs and loss of unlimited data plan from the new [redacted] Internet provider, with the promise of superior service As I've documented to them, I will not accept mbps for hours EVERY night with the promise of "upto [redacted] mbps," at $ [redacted] per month I [redacted] Final Business Response / [redacted] (4000, 9, 2016/06/06) */ Thank you for forwarding [redacted] 's rebuttal to our attentionWe understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance As a further gesture of good faith we have increased the recurring monthly discount that has been applied to [redacted] 's account from $ [redacted] to $ [redacted] and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience In closing, we would again wish to extend our apologies to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 11, 2016/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solutionMy problem with EXTREMELY internet service remains -- mbps [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Xplornet has reviewed [redacted] 's satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes to While [redacted] signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite Review of the usage history on [redacted] 's account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that [redacted] subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which [redacted] has referenced in his complaint At this time, Xplornet would be prepared to offer [redacted] the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf [redacted] is interested in making this change we would just ask that he contact us at [redacted] at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # [redacted] can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf [redacted] is not interested in upgrading his package and still remains unsatisfied with his satellite services, [redacted] is no longer under contract and there would be no penalty to terminate his services with Xplornet In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
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 Thank you for resolving this so quickly
Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Our records show that [redacted] reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the servicesAs of October 11, 2016, the transfer was complete Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer Unfortunately there was a delay in refunding the amount back to [redacted] 's credit card, outside of our turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him [redacted] 's refund of $ [redacted] has been refunded back to the credit card listed on file as of December 1, and should be visible on his statements In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns addressed in his complaint
Thank you for providing the rebuttal submitted by [redacted] Upon review of [redacted] ’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on [redacted] ’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation If [redacted] has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at [redacted] ? at his earliest convenience Sincerely,Xplornet Communications
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged meEven though they won't take responsibility for their dealers they hire to perform their workI would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their servicesPlease cancel the service immediately so I am no longer chargedI do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to chargeBy refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with XplornetPlease refund me appropriately and cancel the serviceI would also like my credit information removed from their account system after they have refunded me to prevent anymore charges I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying XplornetPlease cancel my account now and refund me
Initial Business Response / [redacted] (1000, 5, 2016/10/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of [redacted] complaint, Xplornet completed a review of [redacted] account history in light of the concerns she's raised following her recent attempt to relocate [redacted] service and subsequent cancellation request Based on our review, we've confirmed that [redacted] initially accepted a one year service agreement on [redacted] at her original service locationOn [redacted] , [redacted] contacted our Care Centre to advise [redacted] would be moving and an agreement was reached to relocate her system to [redacted] new residence where it is within our coverage areaUnfortunately, in attempting to set up the service at the new location [redacted] 's landlord would not allow our equipment to be installed on the roof which would be necessary to attain an acceptable line of site for the serviceDue to this, the installer was unable to complete [redacted] system relocation and we waited to hear from her to confirm how she wished to proceed with her account On [redacted] , we heard back from [redacted] to discuss her cancellation however where [redacted] ended the call prior to reaching an agreement on the terms of her account's finalization we were unable to proceedWith that being said, we recognize that this matter has been a source of frustration for [redacted] and for this we apologizeIn the interest of reaching a resolution, Xplornet will agreed to waive her early cancellation fee and have backdated the cancellation of her account to September 1st To this end, we have instructed our billing department to reverse all outstanding service charges billed after [redacted] and [redacted] will not be held responsible for the rental hardware left at her original service locationA prorated service credit of $ [redacted] for the charges [redacted] incurred between [redacted] and [redacted] invoice date will also be refunded to back to [redacted] bank account In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused along with our thanks for her patience as we investigated her concernsWe hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/05/30) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that [redacted] accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after [redacted] acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that [redacted] brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty With that being said, we recognize that [redacted] had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $ [redacted] to $ [redacted] (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope [redacted] will find this to represent an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $ [redacted] is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all They are simply discounting the amount of cash they want to collect with out earning it [redacted] The yr commitment is sidedI agree to pay if they agree to deliver [redacted] Final Business Response / [redacted] (***0, 9, 2016/06/07) */ Thank you for forwarding the updated response provided by [redacted] to our attention We appreciate the feedback [redacted] has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to [redacted] 's account The remaining $ [redacted] (before tax) cancellation penalty on [redacted] 's account has been reversed and a refund of $ [redacted] , including a $ [redacted] in prorated credit will be issued back to his credit card [redacted] should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware In closing, by agreeing to reverse [redacted] 's early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 11, 2016/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] The full refund was my initial goal so this is satisfactory
Initial Business Response / [redacted] (1000, 7, 2016/08/03) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial day money back guarantee periodBased on our review, we recognize [redacted] was unsatisfied with his service experience and where he cancelled his service within his initial days a refund has been issued to reimburse him for his internet service charges In line with our day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing departmentUnfortunately, as we have explained to [redacted] and his [redacted] , where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank accountTo this end, our billing department requested [redacted] 's refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-weeks In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to be an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no need to make this man wait 4-weeks for a check supposedly sent in the mailXplorenet demanded the payment immediately which they receivedNow they are making him wait 4-weeks?? [redacted] I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused [redacted] Xplorenet stated they sent the check on July 12th as to this day it is not receivedThis is August 4th [redacted] Final Business Response / [redacted] (4000, 12, 2016/08/16) */ Thank you for forwarding the rebuttal submitted by [redacted] to our attention In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for [redacted] 's refund which is being sent through Xpresspost [redacted] should expect to receive his refund within the next 3-business days and we would again wish to extend our apologies for any inconvenience this matter has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 14, 2016/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of August 17th I have still not received any money as promised! [redacted] Please retrieve my money for meThis was done on June 8th and was told they mailed the check out on July 12th which I have not received
Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised regarding the termination of his internet servicesBased on our review, we have confirmed the receipt of [redacted] 's cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware Our records reflect that we did not hear from [redacted] until April 18th, at which time we agreed to proceed with the cancellation of his accountUnfortunately, as [redacted] did not stay on the line to complete the cancellation process his account remained activeThat being said, recognizing [redacted] 's intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved [redacted] 's account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware In closing, while we regret that [redacted] has chosen to end his service with us we would like to thank him for his time as an Xplornet customer and extend our regrets for any inconvenience this issue has causedWe hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/27) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused Xplornet has instructed our billing department to issue a $ [redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation date With the additional compensation, [redacted] final refund amounts to $ [redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 10, 2016/06/16) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of her account's history in light of the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardwareBased on our review we have confirmed that [redacted] 's account was cancelled as of January 15th, after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by [redacted] was obstructing access to the equipment [redacted] was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed As we were unable to recovery our rental hardware and had not heard back from [redacted] regarding updated recovery arrangements a hardware charge was billed to the account in April 'On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted [redacted] and would follow up on arrangements to allow us for the equipment recoveryUnfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $ [redacted] was issued back to their payment method on file as of June 13thWith respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a ptower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet [redacted] would need to speak with the dealership directly to determine if they are eligible for an additional refund In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and we hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes they did not want to retrieve their equipment because of [redacted] but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund [redacted] Refund my money[redacted]
Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] ’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined Xplornet apologizes for any inconvenience or hardship that [redacted] experienced as a result of degraded connection speeds and functionality on their satellite serviceOur records reflect that [redacted] contacted Xplornet just outside of the day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guaranteeIf you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within days of activationThough [redacted] cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon terminationA credit will be applied to the account to off-set the charge and will be visible on the final invoice In closing, on behalf of Xplornet, we would like to thank [redacted] for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2017/02/27) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed a review of [redacted] 's account in light of the concerns she's raised regarding the return of her rental hardware and the subsequent charge she was billed for its replacement cost First, Xplornet would like to extend our apologies to [redacted] for the delays she experienced while awaiting the recovery of her rental hardware along with our thanks for her patience as we reviewed her complaintBased on the time that had passed between her cancellation and the update we received from the dealer, Xplornet has agreed to waive all hardware charges that were billed to [redacted] Our Billing department has confirmed that [redacted] 's refund, totaling $ [redacted] was completed on February 21stand she should now be in receipt of the returned funds With respect to the additional compensation [redacted] has requested for interest charges she incurred, while Xplornet does not normally credit for external charges, in good faith we have placed an additional $ [redacted] service credit on her account to be refunded which would offset any interest charges she incurred during the brief period she maintain the hardware charge balance on her credit card In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Too much of a headache to deal with xplornet any further from here
Initial Business Response / [redacted] (1000, 8, 2016/09/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding the cancellation of his accountBased on our review, we've confirmed [redacted] contacted Xplornet to inquire about cancelling his service in March 'after reaching his usage limit and being placed in limited stateXplornet in turn offered to reset his monthly usage allowance and apply a month service credit to maintain his business which our records note [redacted] accepted With that said, in presenting the offer to [redacted] we recognize there may have been some confusion relating to his continued use of the service and while we did not receive a formal request we have agreed to waive his early cancellation fee and backdate his cancellation to April 10thIn doing so, we also waived the $ [redacted] outstanding balance that remained on his account and have applied a service credit of $ [redacted] to offset all charges he incurred after April 'when his service was no longer in useA work order to recover [redacted] 's rental hardware has been issued and he should expect to hear from an installer in the coming weeks to schedule an appointmentOnce the recovery work order is completed a refund of $ [redacted] will be issued back to [redacted] 's credit card In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/10/27) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused Xplornet has instructed our billing department to issue a $ [redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation dateWith the additional compensation, [redacted] final refund amounts to $ [redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of [redacted] ’s complaint, a thorough review of the account history has been completed in order to address the concerns as outlined in his complaint to the Revdex.com Review of the account history shows that [redacted] was installed on July 22, At the time of installation he was charged $99.00+taxes for the Xplornet Equipment Installation which appeared on his first invoiceAny charges above and beyond the first invoice would have been charged by the third party contractor for additional hardware or labor on the installation which is not covered by XplornetAs such, Xplornet would be unable to refund the amounts paid to [redacted] as they were not billed by XplornetAdditionally, on November 21, 2017, [redacted] contacted Xplornet as his modem was offline and he was unable to connect to the internetA recurring discount of $10/month was issued in acknowledgement of the concerns he’d raised with his service for six month duration In the interest of resolving [redacted] ’s concerns, Xplornet would agree to refund him the $99.00+taxes activation fee paid on the first invoice and extend his recurring discount from six months to twelve monthsA neighboring tower to [redacted] ’s current tower has recently been upgraded to LTE and would reflect a more positive service experience than the network [redacted] currently connects toOur records show that local service technicians have determined that [redacted] ’s installation would require more height to improve his experience to his existing tower so it would be our recommendation to attempt a repoint to the Trenton POP towerThat being said, due to the difficulties [redacted] has experienced, if he would prefer to terminate his services and seek out another provider Xplornet would not hold him to his contractual obligation and would allow him to cancel with no penaltyXplornet is available 24/7/to best assist and would welcome [redacted] to reach out at his earliest convenience to explore repoint options or process a cancellation for him In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and his understanding as we work towards determining a satisfactory resolution to his complaint Sincerely, Xplornet Communication
Initial Business Response / [redacted] (1000, 10, 2017/06/09) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of her complaint, Xplornet completed an updated review of [redacted] 's account history in light of her service and cancellation concernsBased on our review, Xplornet was unable to identify any problems with [redacted] 's rental hardware or on our network that would be causing the issues she reported and it was determined the cause was related to her internal network Xplornet has now received and processed [redacted] 's cancellation request and will agree to provide a month refund in good faithTo this end, a credit of $ [redacted] (taxes in) has been applied to [redacted] 's account and will be refunded once her rental hardware has been successfully recovered In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am requesting $ [redacted] for the two payments one in April of $ [redacted] and then again the bill I paid $ [redacted] Both times I indicted I did not want to continue my service!!! And yet again I receive another billingThe practices are disgusting just to continue getting payments!! This is my complaintI want my money back for the lack of service as well as not listening to my request to discontinue my service Final Business Response / [redacted] (4000, 14, 2017/06/19) */ Thank you for bringing the information provided by [redacted] to our attentionIn response, the following is available for review Xplornet's records reflect that [redacted] initially contacted Xplornet in January to inquire about options for her accountAs no definitive decision was made and [redacted] had explored the option of cancelling the service or suspending, no action was completed on the account pending further contactFurther review demonstrates that the service was continuously used up until the requested date of cancellation in May While Xplornet feels that the charges issued on [redacted] 's account are valid, the offer to credit the amount of $ [redacted] stands and has been applied to the outstanding balance remaining In closing, on behalf of Xplornet we would like to further extend our regrets for the difficulties [redacted] reported experiencing and hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Final Consumer Response / [redacted] (2000, 16, 2017/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response / [redacted] (2000, 9, 2017/06/28) */ June 27, Update - After learning of my complaints to the Revdex.com (and the CCTS) - Xplornet has attempted to make amendsThey have upgraded my system to the more costly LTE-serviceThe service is now approxMbps Xplornet offered me compensation for services not received with months of free service I still feel that I (and many other Xplornet customers) have been coerced into paying more money but am satisfied that the company has attempted to address my concerns - and I now have working Internet
Initial Business Response / [redacted] (1000, 5, 2016/09/28) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] account in light of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in [redacted] ' areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, our Network and Engineering teams are working to address the issue and we can assure [redacted] that Xplornet is doing everything within our control to improve the network's performance Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a month credit of $ [redacted] (tax incl.) to his account and have increased his existing service discount from $ [redacted] to $** [redacted] is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank [redacted] for his patience as we continue to work towards improving the service experience in his area Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (**00, 5, 2016/05/26) */ Thank you for forwarding the information provided by [redacted] to our attention In response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history to investigate the ongoing issues he has reported with his connection speeds during peak service periodsFirst, we would like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionBased on our review, we have identified that the network he connects to for service does experience periods of heavy usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, our Network Operations team is monitoring the issue and we can assure [redacted] that we are doing everything within our control to improve the network's performance Regrettably, as [redacted] has noted, Xplornet does not currently have a specific timeframe for when this issue will be rectified but recognize that this matter has been a source of frustration and for this we apologizeIn the interim, as a sign of good faith Xplornet has placed a month credit, along with a recurring month $ [redacted] service discount on [redacted] 's account and we will continue to keep him informed of updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his patience as we continue to work towards improving his service experience on the network Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I DO NOT ACCEPT THEIR [redacted] RESPONSE I accepted an increase in monthly internet costs and loss of unlimited data plan from the new [redacted] Internet provider, with the promise of superior service As I've documented to them, I will not accept mbps for hours EVERY night with the promise of "upto [redacted] mbps," at $ [redacted] per month I [redacted] Final Business Response / [redacted] (4000, 9, 2016/06/06) */ Thank you for forwarding [redacted] 's rebuttal to our attentionWe understand that he is unsatisfied with his service experience and regret the difficulties he's experienced with his connection during peak service periods We are aware of the concerns he has noted and have acknowledged that during periods of heavy usage on the network his speeds may be impactedThis is part of a known issue we have identified in the area that we are working to address as we continue to invest in network improvements to enhance performance As a further gesture of good faith we have increased the recurring monthly discount that has been applied to [redacted] 's account from $ [redacted] to $ [redacted] and have waived the contract renewal agreement associated with his conversion, allowing him to finalize his account without penalty if he remains unsatisfied with his service experience In closing, we would again wish to extend our apologies to [redacted] for any inconvenience this matter has caused and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 11, 2016/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) An apology and a price rollback to my previous monthly expense from a monopoly provider is not a solutionMy problem with EXTREMELY internet service remains -- mbps [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Xplornet has reviewed [redacted] 's satellite connection and have determined that his signal well exceeds the requirements for the service package that he subscribes to While [redacted] signal to the satellite is sufficient to support the service, Xplornet does acknowledge that the beam he connects to does experience some degradation during periods of higher utilization on the network where it is a shared serviceAs such, a recurring credit of $**/month had been applied to the account in acknowledgement of the known issue on the satellite Review of the usage history on [redacted] 's account also shows that over the past months he has exceeded his monthly usage amount of 50GB several timesWith the package that [redacted] subscribes to, Xplornet has traffic management policies in place to reduce connection speeds to up to kbps when a customer has exceeded their bandwidth allotment for the monthThis is likely contributing to the speed concerns of which [redacted] has referenced in his complaint At this time, Xplornet would be prepared to offer [redacted] the next package up at the price that he is currently paying for the next months should he be interested in upgrading to have more usage to prevent exceeding his monthly bandwidth allowanceThis package would allow for the same connection speeds he has now with 75GB of monthly data instead of 50GBIf [redacted] is interested in making this change we would just ask that he contact us at [redacted] at his earliest convenience to discuss making the changeWe are available 24/to best assist and case # [redacted] can be referenced in regards to the price reduction on the planPlease note, after the month period, the price would return to the regular rate of $***/monthIf [redacted] is not interested in upgrading his package and still remains unsatisfied with his satellite services, [redacted] is no longer under contract and there would be no penalty to terminate his services with Xplornet In closing, on behalf of Xplornet, I would like to apologize for any hardship or inconvenience that this matter has caused [redacted] and would like to thank him for his patience and understanding as we work towards a satisfactory resolution to his complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their responseWithin the six months hopefully the other satellite that is being launched mid December will be ready to goI am on a list to be moved to the new satellite
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 Thank you for resolving this so quickly
Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Thank you for forwarding the information provided by [redacted] Upon receipt of his complaint, review of the account history was completed in order to address the concerns raised by [redacted] in his complaint to the Revdex.com Our records show that [redacted] reached out to Xplornet Communications on September 30, 2016, to transfer the ownership of his Xplornet account to another individual who would be taking over the servicesAs of October 11, 2016, the transfer was complete Due to proration, a payment for the full amount was processed on October 5, 2016, and any amounts paid past the date of the transfer were credited back to the account upon the completion of the transfer Unfortunately there was a delay in refunding the amount back to [redacted] 's credit card, outside of our turnaround time, and Xplornet apologizes for any inconvenience or hardship that this delay has caused him [redacted] 's refund of $ [redacted] has been refunded back to the credit card listed on file as of December 1, and should be visible on his statements In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we worked towards resolving the concerns addressed in his complaint
Thank you for providing the rebuttal submitted by [redacted] Upon review of [redacted] ’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on [redacted] ’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation If [redacted] has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at [redacted] ? at his earliest convenience Sincerely,Xplornet Communications
I am rejecting this response because:I would like the service cancelled immediately and refund the installation fee of $99+tax since this is what Xplornet charged meEven though they won't take responsibility for their dealers they hire to perform their workI would also like to be refunded from the beginning of November until now since I was just charged again by Xplornet for their servicesPlease cancel the service immediately so I am no longer chargedI do not want this money to be placed on my account with Xplornet I want this money placed on my credit card that they continue to chargeBy refunding me on my account with Xplornet does not benefit me at all for I have no reason to stay with XplornetPlease refund me appropriately and cancel the serviceI would also like my credit information removed from their account system after they have refunded me to prevent anymore charges I have given more then enough detail about my issues with Xplornet and I would like to be refunded appropriately and not refunded in a way that keeps paying XplornetPlease cancel my account now and refund me
Initial Business Response / [redacted] (1000, 5, 2016/10/06) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of [redacted] complaint, Xplornet completed a review of [redacted] account history in light of the concerns she's raised following her recent attempt to relocate [redacted] service and subsequent cancellation request Based on our review, we've confirmed that [redacted] initially accepted a one year service agreement on [redacted] at her original service locationOn [redacted] , [redacted] contacted our Care Centre to advise [redacted] would be moving and an agreement was reached to relocate her system to [redacted] new residence where it is within our coverage areaUnfortunately, in attempting to set up the service at the new location [redacted] 's landlord would not allow our equipment to be installed on the roof which would be necessary to attain an acceptable line of site for the serviceDue to this, the installer was unable to complete [redacted] system relocation and we waited to hear from her to confirm how she wished to proceed with her account On [redacted] , we heard back from [redacted] to discuss her cancellation however where [redacted] ended the call prior to reaching an agreement on the terms of her account's finalization we were unable to proceedWith that being said, we recognize that this matter has been a source of frustration for [redacted] and for this we apologizeIn the interest of reaching a resolution, Xplornet will agreed to waive her early cancellation fee and have backdated the cancellation of her account to September 1st To this end, we have instructed our billing department to reverse all outstanding service charges billed after [redacted] and [redacted] will not be held responsible for the rental hardware left at her original service locationA prorated service credit of $ [redacted] for the charges [redacted] incurred between [redacted] and [redacted] invoice date will also be refunded to back to [redacted] bank account In closing, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused along with our thanks for her patience as we investigated her concernsWe hope she will find this to represent an acceptable response to her complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/05/30) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding his service experience and the cancellation fee associated with the early termination of his service agreementBased on our review we've identified that [redacted] accepted a year service term on our Xplore 10Mbps/50GB package, providing download speeds up to 10Mbps, upload speeds up to 1Mbps and a 50GB monthly bandwidth allowanceThe activation of his account was completed on February 25th after [redacted] acknowledged he had read and accepted our Terms of Service and provided confirmation of his pre authorized payment method through our customer portal As part of our Terms of Service all new customers are provided a day money back guarantee period, allowing them to test the service and end the agreement within their initial days in service if they do not find it is meeting their needsIn this case, our records do not reflect that [redacted] brought any service related concerns to our attention while the service was in use prior to his May 3rd cancellation request and where our technicians were unable to identify any problems with his rental hardware, he was advised that in finalizing his account he would be responsible for an early cancellation penalty With that being said, we recognize that [redacted] had closed his initial account under our day cancellation policy and later agreed to reinstate the service in good faithTo this end, we are prepared to reduce the early cancellation fee billed to his account by 50%, from $ [redacted] to $ [redacted] (before tax) as a gesture of good will and have instructed our billing department to update his final invoice accordingly In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and while we are unable to agree to waive his early cancellation fee in its entirety we hope [redacted] will find this to represent an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $ [redacted] is unearned revenue and should have nothing to do with the success of their businessThey are also picking up their hardware which they can reuse / resell so they aren't out any money at all They are simply discounting the amount of cash they want to collect with out earning it [redacted] The yr commitment is sidedI agree to pay if they agree to deliver [redacted] Final Business Response / [redacted] (***0, 9, 2016/06/07) */ Thank you for forwarding the updated response provided by [redacted] to our attention We appreciate the feedback [redacted] has provided along with the suggestions he has made on how he feels we can improve our service practices, recognizing he was not satisfied with his service experienceTo this end, in the interest of resolving this matter in good faith we have revisited our earlier decision and will agree to reverse the early cancellation fee that was charged to [redacted] 's account The remaining $ [redacted] (before tax) cancellation penalty on [redacted] 's account has been reversed and a refund of $ [redacted] , including a $ [redacted] in prorated credit will be issued back to his credit card [redacted] should also expect to hear from an installer shortly; if he has not already, to arrange the recovery of his rental hardware In closing, by agreeing to reverse [redacted] 's early cancellation charge we hope he will find this to represent an acceptable response and would again wish to extend our regrets for any inconvenience this issue has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (2000, 11, 2016/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] The full refund was my initial goal so this is satisfactory
Initial Business Response / [redacted] (1000, 7, 2016/08/03) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised relating to his refund status following his decision to finalize his account within his initial day money back guarantee periodBased on our review, we recognize [redacted] was unsatisfied with his service experience and where he cancelled his service within his initial days a refund has been issued to reimburse him for his internet service charges In line with our day money back guarantee policy, his account was credited for the internet service charges he was billed and a refund request was sent to our billing departmentUnfortunately, as we have explained to [redacted] and his [redacted] , where no pre-authorized payment method was provided and his payment was facilitated through an online banking transfer we were unable to issue the refund directly to his bank accountTo this end, our billing department requested [redacted] 's refund be issued by cheque on July 12th and have advised that he should expect to receive his refund within the next 4-weeks In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused [redacted] and hope he will find this to be an acceptable response Thank you, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no need to make this man wait 4-weeks for a check supposedly sent in the mailXplorenet demanded the payment immediately which they receivedNow they are making him wait 4-weeks?? [redacted] I asked them to cancel the check and send a check by courier which would have been here weeks ago but the company refused [redacted] Xplorenet stated they sent the check on July 12th as to this day it is not receivedThis is August 4th [redacted] Final Business Response / [redacted] (4000, 12, 2016/08/16) */ Thank you for forwarding the rebuttal submitted by [redacted] to our attention In the interest of reaching a resolution to this matter, Xplornet has made arrangements with our billing department to have a new cheque issued for [redacted] 's refund which is being sent through Xpresspost [redacted] should expect to receive his refund within the next 3-business days and we would again wish to extend our apologies for any inconvenience this matter has caused Thank you, Xplornet Communications Inc Final Consumer Response / [redacted] (4200, 14, 2016/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of August 17th I have still not received any money as promised! [redacted] Please retrieve my money for meThis was done on June 8th and was told they mailed the check out on July 12th which I have not received
Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account in light of the concerns he's raised regarding the termination of his internet servicesBased on our review, we have confirmed the receipt of [redacted] 's cancellation request however in order to proceed with the finalization of his account he was advised that he would need to contact our Care Centre by phone to verify his account and go over our equipment recovery process to ensure the safe return of his rental hardware Our records reflect that we did not hear from [redacted] until April 18th, at which time we agreed to proceed with the cancellation of his accountUnfortunately, as [redacted] did not stay on the line to complete the cancellation process his account remained activeThat being said, recognizing [redacted] 's intention to proceed with the finalization of his account Xplornet will agree to backdate his cancellation request to March 29th, in line with his monthly bill cycle and will provide a refund for any payments made following this date once our rental hardware has successfully been retrieved [redacted] 's account is now cancelled; a work order has been issued and he should expect to hear from an installer to arrange the recover his rental hardware In closing, while we regret that [redacted] has chosen to end his service with us we would like to thank him for his time as an Xplornet customer and extend our regrets for any inconvenience this issue has causedWe hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/27) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised surrounding his recent cancellation requestBased on our review, in the interest of reaching a mutually acceptable resolution Xplornet will agree to backdate the cancellation of his account to September 10th and extend our apologies for any inconvenience this matter has caused Xplornet has instructed our billing department to issue a $ [redacted] credit to his account in order to adjust his final balance to reflect the backdated cancellation date With the additional compensation, [redacted] final refund amounts to $ [redacted] (tax incl.) and will be completed once we have confirmed the recovery of his Xplornet rental hardware In closing, on behalf of Xplornet we would again wish to extend our regrets to [redacted] for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 10, 2016/06/16) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of her complaint, Xplornet completed a review of her account's history in light of the concerns she's raised relating to her service cancellation and subsequent recovery of our rental hardwareBased on our review we have confirmed that [redacted] 's account was cancelled as of January 15th, after Xplornet reach an agreement to waive the remainder of their contract commitment allowing the account to be closed without a cancellation fee Following the account's cancellation a work order was issued to recover our rental hardware however once the installer arrived on site it was determined that we would be unable to remove our hardware as the system installed by [redacted] was obstructing access to the equipment [redacted] was advised that she would need to contact her new provider to arrange to have their equipment temporarily relocated in order to allow us to retrieve our rental hardware and a new work order would be issued once this was completed As we were unable to recovery our rental hardware and had not heard back from [redacted] regarding updated recovery arrangements a hardware charge was billed to the account in April 'On April 14th we confirmed with the full account holder that the hardware charge had been applied and he explained they had contacted [redacted] and would follow up on arrangements to allow us for the equipment recoveryUnfortunately due to an internal oversight an updated work order for the rental hardware's recovery was delay into the following month and for this we sincerely apologize At this time we have confirmed that our rental hardware has been successfully recovered and a refund of $ [redacted] was issued back to their payment method on file as of June 13thWith respect to the additional charges they incurred as part of their installation, as we note on our website costs associated with an enhanced installation such as installing a ptower or tripod and pole to improve line-of-sight are not covered as part of our basic installation and where these charges are not billed by Xplornet [redacted] would need to speak with the dealership directly to determine if they are eligible for an additional refund In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this issue has caused [redacted] and we hope she will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes they did not want to retrieve their equipment because of [redacted] but we had it taken down the next day and called them and they chose to not show up for months after multiple calls and emails from uscratch to them Also we have still not received a refund [redacted] Refund my money[redacted]
Thank you for forwarding the information provided by [redacted] Upon receipt of [redacted] ’s complaint to the Revdex.com, review of the account history was completed to address the concerns outlined Xplornet apologizes for any inconvenience or hardship that [redacted] experienced as a result of degraded connection speeds and functionality on their satellite serviceOur records reflect that [redacted] contacted Xplornet just outside of the day money-back guarantee that is offered by Xplornet and, as such was charged a cancellation fee upon the termination of his account As stated on the Xplornet website, Xplornet high-speed Internet service includes a 30-day money-back guaranteeIf you are dissatisfied with your service for any reason, you will receive a refund if you cancel your subscription within days of activationThough [redacted] cancelled outside of his money back period, as a show of good faith Xplornet would be willing to waive the cancellation fees of $4450+taxes that were applied to the account upon terminationA credit will be applied to the account to off-set the charge and will be visible on the final invoice In closing, on behalf of Xplornet, we would like to thank [redacted] for his patience and understanding as we work towards resolving his concerns.Sincerely, Xplornet Communications