Trim

Complaint: [redacted] I am rejecting this response because it was deceptive at bestI did not authorize this company to change my phone plan, and in doing so, they did not save me $They switched me to a plan that was $less a month, but did not have any data roll over This unauthorized switch would have cost me more moneyWhen I tried to switch back, my old plan was no longer availableWhen I tried to cancel the “bill negotiation” service with Trim, there was no way to do it without canceling my entire account Using Trim cost me money and their response is not acceptableSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I will not allow Trim to have any access to my personal information again They originally promised not to change my cell phone plan with ***, but did it anyway Their actions are costing me money every month and all they are offering to do is to contact [redacted] on my behalf Additionally their response that I in someway am responsible for creating this issue by canceling my account with them is ridiculous Any reasonable person would do exactly the same thing following their careless misuse of trust.Sincerely, [redacted]

A review of this account shows that this Trim user reached out to our customer service department on February 14, and since, we have been offering to work with her to find out why her bill increasedHer success fee is confirmed as successfully refunded to her card on file as of 2/19/at
5:19amWe cannot speak to how quickly her banking institution will process that refundGenerally, it is a couple days after we get a confirmation that they have received the funds.
We continue to offer to follow up with her biller to resolve the issues with promised credits not being applied through the biller and also find out why her bill increasedHowever, until she responds to our customer service team directly, we cannot move forward with our investigation or completely resolve the issue for herIt is also noted that there's been no request to remove the bill in question from our negotiation services

If the customer would like to email Trim customer service and provide the name on his biller account, account number, service address and pin, our negotiation team will go in and restore his service with the biller.
The customer did not need to cancel his account with Trim to remove his billHe could have simply reached out to the customer service department and we could have removed the bill for himHowever now that he has canceled his account, we have no way to resolve the issues with his account without him providing the requested information

Hello!
On Friday February 9th *** *** messaged our customer service deskHe stated that we had changed his *** mobile plan and that he did not authorize us to do this*** *** would not provide specifics of what was changed.
*** *** messaged our system twice with the following
"You changed my *** Mobile plan! I did not authorize you to do thisI'm not happy and will be warning others of the risk of using your service." Since the tickets came from the same person, they were merged into two tickets by our system.
He did not ask for a refund but the customer service rep processed one for him that day, apologized to him and let him know she would let the team know what had happened
*** *** had uploaded his bills to our program and asked us to lower his mobile services billWe were able to successfully negotiate a lower bill for *** *** saving him $a year on his cellar planHowever, the details of this negotiation were deleted by *** *** because he closed his account before alerting us to the issueBecause of this, we no longer had the information we needed to successfully help him remove the negotiation or inquire about his servicesWhen a customer deletes their account, they remove all of the information associated with the account including negotiations as a security feature (they can include financial information)Had he alerted us to the issue first, and allowed us to resolve it, we feel confident with the information we collect during all negotiations we could have successfully restored his account to what it was previously
We are sorry for the frustration that *** *** had with the situation but we were not offered the opportunity to resolve the manner with his biller because he deleted the needed information before alerting us that there was an issueWe have also confirmed that *** *** received his refund of $

Complaint: [redacted]I am rejecting this response because:
I will not allow Trim to have any access to my personal information again.  They originally promised not to change my cell phone plan with [redacted], but did it anyway.  Their actions are costing me money every month and all they are offering to do is to contact [redacted] on my behalf.
Additionally their response that I in someway am responsible for creating this issue by canceling my account with them is ridiculous.  Any reasonable person would do exactly the same thing following their careless misuse of trust.Sincerely,[redacted]

I finally heard back from the business after 8 attempts to contact them. They have resolved the dispute so there is no need to move forward with the complaint. The business claimed that I never responded to their messages but this is not true. I responded to every message as soon as I received them....

But at this point it doesn't really matter who is correct. The matter has been resolved to my satisfaction.
 
Kind Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because it was deceptive at best. I did not authorize this company to change my phone plan, and in doing so, they did not save me $60. They switched me to a plan that was $5 less a month, but did not have any data roll over.  This unauthorized switch would have cost me more money. When I tried to switch back, my old plan was no longer available. When I tried to cancel the “bill negotiation” service with Trim, there was no way to do it without canceling my entire account. 
Using Trim cost me money and their response is not acceptable. Sincerely,[redacted]

Upon receiving the fee refund on 2/21/2018, the bill in question was removed from negotiations and all checking, savings, and credit card accounts to which TRIM had access were disconnected from their service, or so they told me after I made the request.  This was all done on 2/21/2018, two days BEFORE their message to Revdex.com stating, "However, until she responds to our customer service team directly, we cannot move forward with our investigation or completely resolve the issue for her. It is also noted that there's been no request to remove the bill in question from our negotiation services." I DID respond directly to their customer service team on 2/16/2018 (1 message) and on 2/21/2018 (6 messages) AND I also confirmed I wanted the bill removed from the negotiation services at 1016 PST on 2/21/2018 via email with Customer Success Manager Marchel Van Antwerp.  At 1026 PST on 2/21/2018 Marchel Van Antwerp, Customer Service Manager at TRIM emailed me with "Thank you for your message. We have removed the card and bill negotiation as well."I am unsure as to how else I am to respond to their customer service department.  Is further action required with TRIM on my part?  I don't understand why they would say I haven't responded to their customer service team directly or that I have not requested to have the bill removed from their bill negotiation services.  It is my understanding (based upon email from their Customer Service Manager) that it WAS removed from negotiation services on 2/21/2018.  I do NOT wish for TRIM to negotiate with my cable provider further!
I have already cancelled my account and will have no further relationship with them.
I appreciate the assistance of Revdex.com in this matter.  It would appear to me that their messages to you are trying to put a different spin on the situation. 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]