Touchbase Communications

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ; while I don't agree entirely with the letter's wording, I have paid the reduced amount and the file can be closed Regards, [redacted]

In response to the above noted complaint received by our office on February 18, TouchBase received a trouble report on December 13, for line 540-657-having loud harmonic buzzing on the line, cannot make or receive callsThe trouble report was received for one line onlyA trouble ticket was opened with Verizon, the underlying carrier, and a technician dispatch was scheduled for December 16, The technician repaired a cable problem on the line, on the scheduled date, and TouchBase continued the repair with the customer On the same call when Repair verified the repair with the customer, the customer was notified an Out of Service Credit of $was posted to her accountThat credit was posted on December 16, Out of Service credits are calculated based on tariffs that TouchBase has filed with the state the customer’s service is in and are calculated on line charges onlyThe actual credit due the account based on our tariff is $ The TouchBase Payment Center sent a Dunning Letter out on January 7, requesting full payment of the entire outstanding balance of $348.90, for outstanding invoices, by January 14, or service would be interruptedThe letter was followed up by phone calls with messages left on: January 8, January 14, January 28, January 30, None of their calls were returned On February 4, the customer called into the TouchBase Payment Center to pay the amount of her outstanding balance and the payment was taken over the phoneAs an additional invoice had been generated since the Dunning Letter a month earlier, the outstanding balance had increasedThe payment taken was $ The customer called on February 5, upset the higher amount was charged to her account and she was calling the bank to withdraw the full paymentShe also now claimed that all her lines were out of service in December not just oneAlthough only line was reported out of service in December and we do show outbound calls made other lines between December and 16, the Manager of Customer Care posted an additional $Out of Service Credit to the account totaling $in Out of Service CreditsAs per our tariff in Virginia, the actual out of service credit for the lines would equal $ Although the complaint notes a letter of dispute being sent, I do not see a dispute letter attached to this accountIn any case as noted on page of the customer’s bill each month (see page enclosed with this letter), if there is a disputed amount, the customer can withhold the disputed amount from payment but the balance must be paid by the due dateThe customer made no payments With no payment made, the account was finally suspended on February 10, for nonpayment of outstanding invoices: December invoice $January invoice $February invoice $Total $ Suspension Fee Total Amount Due for Restoral $ On February 12, the customer spoke to the Director of Customer Care and the dispute was resolved to the customer’s satisfaction and full payment was finally madeThe Director also waived the need for a deposit because the customer enrolled in auto pay for future invoices as well as issued a $credit to the account for the returned check fee incurred when the customer withdrew her payment on February 5, An order was placed and the service was restored on February 12,

TouchBase Communications received the above noted complaint by mailChecking our accounts and orders by name, address, city, zip code and phone number provided, I do not see any accounts or orders with the customer information
provided in this complaint*** *** *** *** *** *** ** *** Email: *** Sincerely Ken G*** Director of Major Accounts

Initial Business Response /* (1000, 5, 2015/06/08) */
I am not able to track the information in this complaint to an accountWe do not have the phone number provided, customer name or address in our billing system

Upon receipt of the above noted complaint I researched the customer’s account as well as
the order to bring his service over to Touch Base CommunicationsIncluded with this letter is a copy of the Quality Control Call discussing the order
*** *** was called on September 25, and offered Touch Base’s business telephone serviceAs per the recorded voice verification enclosed with this letter, *** *** was offered a business line with unlimited local calling and Caller ID with Name and Number for $per month and was quoted $per minute for long distance callsUnwanted features were removed from the line and he was told that his bill would include standard taxes and his first bill would be a pro-ratedNothing in the notes or recording indicated a total bill of $per month ($plus taxes)
*** *** service started with Touch Base on October 1, and his first bill was generated on October 8, *** *** called Customer Care on October 15, about his first billIt was explained the first bill was prorated, still upset he was offered to have his bill looked at for additional savings but he refused and said he was returning to AT&T
*** *** again called Customer Care on October 16th about his bill, his bill was re-rated reducing his business line with unlimited local calling and Caller ID with Name from $to $and applied these savings to his first bill by issuing credits totaling $14.58, but he still was not happy, became irate and hung up on the Care Rep.
*** *** called Customer Care again on October 20th because he received a bill from AT&TIt was explained it should be a final bill from AT&T with their billing stopped effective the date his service started with Touch BaseAgain not happy he hung up on the Care Rep
*** *** has no contract with Touch Base and is free to move his service to another carrier if he choosesHe stated to Customer Care that he was moving his service back to AT&T but as of this writing, he is still a Touch Base customer
Touch Base has made every effort to satisfy *** *** complaint by reducing his charges and issuing credits to his first billIf he chooses to switch to another carrier he can do so without any penaltyAs such Touch Base respectfully requests this complaint be dismissed

See attached

Beware ! Pirate Scam Artists Do not get involved with this company for they will damage you if they can ; the promo of savings is a ruse Incompetence turning into leveraged financial Maliciousness !!! I was solicited by Touchbase for my business telephone land lines about months ago and at that time I had enough of the AT&T experience , so I foolishly placed my tele service with them I wanted call standard & remote call forwarding and the agent said no problem When I got the service the remote call forwarding was not working and I was told that it wasn't available , I let it go but the integrity of this outfit was starting to fade During the first month I got a panic call from their customer service asking why I was using thousands of call minutes , I hadn't a clue what was going on for my call time was less than min a month After some questioning of this and other customer care agents ,there seemed to be a problem with the call forwarding feature , as I was being charged call minutes as soon as I switched my office phone to my home and /or cell phone ; many thousands of minutes were incurred Customer service rep then told me it was my responsibility to fix this problem and it was a good thing that I had unlimited local calling I needed the forwarding service for my locksmith business , so I continued to use it for a few months while trying to figure out what to do about it I should have dropped the service at that time for the continued calls to their customer service asking for help wasn't getting any results , the agents I spoke with didn't have the interest or the ability to help Then without prior notification this company started charging for these calls My bill went from $to $and no recourse but to pay and the agents doubled down and said they couldn't hep and I had to pay up or face disconnection Well I stopped using the call forwarding feature and after many futile calls to customer care agog an agent who did try to help , but it didn't work out , as customer care wasn't in communication with the tec agents who were exploring my dilemma and the credit dept shut off my business line and demanded $to reconnect my service and continue with the diagnosis of the system error I was then informed that I would't be able to switch to another carrier until I payed the $Check !

I switched to this company because of their promise to save me money on my phone billMy next ATT bill after switching had a $credit so I thought ok that is great! BUT THEN I GOT THE TOUCHBASE BILL FOR $85!!!!! No savings at all, just more money out! They are a SCAM!!!!

see attached

So sorry we switched on promise of lowered business phone bill. Yeah, the bill was lower but they charge $31 a month in admin fees (not taxes). This was never disclosed to me. So basically we are not saving any money over what ATT chargest. I want to switch back to ATT but worry that we will have issues as the other reviewer had. I would definitely stay away from this company.

I run a small business (very small). I changed from [redacted] to TOUCHBASE to save money. We recently had an electrical storm in our area. My line to the store went out. Therefore I can't take credit cards, debit cards or FS cards until it is fixed. It has been down for 4 days. If not fixed soon I will be out of business. This company did save me quite a bit of $ on my monthly bill, but that is all lost due to the loss of customers that don't shop with cash. There is no reason for such a long delay in fixing my outside line. I may just have to change back to [redacted] for this reason.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted]; while I don't agree entirely with the letter's wording, I have paid the reduced amount and the file can be closed. 
Regards,
[redacted]

In response to the above noted complaint received by our office on...

February 18, 2014.
TouchBase received a trouble report on December 13, 2013 for line 540-657-8122 having loud harmonic buzzing on the line, cannot make or receive calls. The trouble report was received for one line only. A trouble ticket was opened with Verizon, the underlying carrier, and a technician dispatch was scheduled for December 16, 2013. The technician repaired a cable problem on the line, on the scheduled date, and TouchBase continued
the repair with the customer.
On the same call when Repair verified the repair with the customer, the customer was notified an Out of Service Credit of $10.00 was posted to her account. That credit was posted on December 16, 2013. Out of Service credits are calculated based on tariffs that TouchBase has filed with the state the customer’s service is in and are calculated on line charges only. The actual credit due the account based on our tariff is $4.87.
The TouchBase Payment Center sent a Dunning Letter out on January 7, 2014 requesting full payment of the entire outstanding balance of $348.90, for 2 outstanding invoices, by January 14, 2014 or service would be interrupted. The letter was followed up by phone calls with messages left on:
January 8, 2014
January 14, 2014 January 28, 2014 January 30, 2014
None of their calls were returned.
On February 4, 2014 the customer called into the TouchBase Payment Center to pay the amount of her outstanding balance and the payment was taken over the phone. As an additional invoice had been generated since the Dunning Letter a month earlier, the outstanding balance had increased. The payment taken was $598.89.
The customer called on February 5, 2014 upset the higher amount was charged to her account and she was calling the bank to withdraw the full payment. She also now claimed that all her lines were out of service in December not just one. Although only 1 line was reported out of service in December and we do show outbound calls made other lines between December 13 and 16, the Manager of Customer Care posted an additional $20.00 Out of Service Credit to the account totaling $30.00 in Out of Service Credits. As per our tariff in Virginia, the actual out of service credit for the 4 lines would equal
$18.71.
Although the complaint notes a letter of dispute being sent, I do not see a dispute letter attached to this account. In any case as noted on page 2 of the customer’s bill each month (see page enclosed with this letter), if there is a disputed amount, the customer can withhold the disputed amount from payment but the balance must be paid by the due date. The customer made no payments.
With no payment made, the account was finally suspended on February 10, 2014 for nonpayment of 3 outstanding invoices:
December 2013 invoice $176.37 January 2014 invoice $172.53 February 2014 invoice $229.99 Total $578.89
Suspension Fee 20.00
Total Amount Due for Restoral $598.89
On February 12, 2014 the customer spoke to the Director of Customer Care and the dispute was resolved to the customer’s satisfaction and full payment was finally made. The Director also waived the need for a deposit because the customer enrolled in auto pay for future invoices as well as issued a $25.00 credit to the account for the returned check fee incurred when the customer withdrew her payment on February 5, 2014.
An order was placed and the service was restored on February 12, 2014.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I own a restaurant. In switching over to touch base the bill came in higher than the quoted amount. While disputing the amount the service was shut off. No ok but understandable. So I paid bill on Thursday 9/8/16 today it Tuesday the 13th and I still don't have restored phone sevice. So many customers now think I'm out of business. Touch base just keeps telling me there is nothing they can do.