Trinity PC & Electronics

Customer did not provide us with a proper billing address when he signed up for service Customer did not pay account in a timely manner and service was suspended We attempted several times to contact customer to verify address and restore service and when we were finally able to reach customer, he stated that he did not intend to pay his bill because he wasn't pleased with the service Customer never called our technical support department for help with his service, so we were not aware of any issues with his service Customer then called our office and stated he would pay down the balance before getting service turned back Customer then emailed us stating how dissatisfied he was with the service and wished to cancel completely and have us retrieve equipment We are happy to waive late fees and lease fees for the period customer's service was suspended until he cancelled, which would leave a balance on the account of $for the service he used

As previously explained, the $invoice was generated after Ms*** made a payment, as shown in the attached account history. As such, $from her credit balance was applied to her account, which left a $deficit on the following month's invoice. The $was a legitimate charge, since Ms***'s account had not been previously charged the equipment lease fee. We chose not to back-bill her for the lease fee to the day of installation. A full account history and all related invoices are attached for your convenience

Ms*** was connected to our service on 3/2/16. Due to poor credit history, she was required to make a prepayment of $125.90. Her first invoice, which included the installation charge and prorated portion of March, totaled $97.05. This left her with a $credit. She
subsequently called on 3/28/and made a payment of $17.10, which left her with a credit balance of $45.95. At this time, our customer service representative noticed that Ms*** was not being correctly billed the monthly $lease fee for her equipment, so it was added to her account. Ms*** was informed of this lease fee at the time she signed up for service. Adding the lease fee to the account generated an invoice for $for the remainder of March. When Ms*** contacted our office to ask about the fee, she was erroneously told the balance was a credit balance. Ms*** then proceeded to argue with our customer service representative over the $and after further review, she was told that the $balance was correct and owing on the account because of the lease fee. At this point she requested to cancel her service and then filed a complaint with Revdex.com. We attempted multiple times to contact Ms*** via telephone but her phone number was disconnected, and when we could reach her at work, it would be days before we heard back from her. The email chain has been attached for your convenience. Ms*** has requested cancellation as of 5/31/16, and $will be credited to her account leaving her with a zero balance

I am rejecting this response because: See previous emailsThe receipts do not match *** Revdex.com responseShe does not know how to use her business accounting softwareIn addition, if I, in good faith, called her to get the amount I needed to pay and then paid it on the phone with her before hanging up and then received a receipt showing the amount due paid in full, then that should be the end of this storyAnd I paid the amount two or so weeks early to make absolutely sure that I was not late and did not create additional problems

Customer did not provide us with a proper billing address when he signed up for service.  Customer did not pay account in a timely manner and service was suspended.  We attempted several times to contact customer to verify address and restore service and when we were finally able to reach...

customer, he stated that he did not intend to pay his bill because he wasn't pleased with the service.  Customer never called our technical support department for help with his service, so we were not aware of any issues with his service.  Customer then called our office and stated he would pay down the balance before getting service turned back.  Customer then emailed us stating how dissatisfied he was with the service and wished to cancel completely and have us retrieve equipment.  We are happy to waive late fees and lease fees for the period customer's service was suspended until he cancelled, which would leave a balance on the account of $143.80 for the service he used.

Review: I ordered the Premium internet package from them and paid for it up front. I was told after installation that they were unable to attain high speeds with their communication device and so they downgraded my account to basic. This resulted in a credit on my account, so the following month I called [redacted] directly to get the amount I needed to pay. She gave me an amount ($17.10), which I paid during that call with my debit card. I received an emailed receipt stating that I had a credit balance of $45.95 (the amount of one monthly payment). It was a credit balance because I paid early. This month, due to a payroll error, I had to send them a money order, and they emailed me a receipt again, except [redacted] did not credit the full amount of the money order, claiming there was a $0.54 balance from the previous month. When I brought it to her attention, she said it was a credit on my account even though her email requested me to pay that amount. I emailed her a copy of the previous month's receipt, clearly showing that the credit and the amount I paid while on the phone with her totaled $45.95. I requested for her to cancel my service, and now she is back to claiming that I owe $0.54 rather than it being a credit. Whenever I call, there is a baby crying in the background. The internet they provide is slower than dial up when it can be bothered to connect at all, yet they still advertise their product as high speed internet. They also said they would send a tech regarding the connectivity issues and internet speed, but they never have.Desired Settlement: She should honor the receipt she sent me via email, saying that I paid in full for the previous month. I have paid in full the amounts requested even though they were not providing me with the service I requested. There is no reason for there to be additional charges on my account. In addition I think it would be a good idea to look into their other accounts, as nearly every single one of our Tribal departments that use their service have had unexplained late fees, many of them for over a year.

Business

Response:

Ms. [redacted] was connected to our service on 3/2/16. Due to poor credit history, she was required to make a prepayment of $125.90. Her first invoice, which included the installation charge and prorated portion of March, totaled $97.05. This left her with a $28.85 credit. She subsequently called on 3/28/16 and made a payment of $17.10, which left her with a credit balance of $45.95. At this time, our customer service representative noticed that Ms. [redacted] was not being correctly billed the monthly $6.00 lease fee for her equipment, so it was added to her account. Ms. [redacted] was informed of this lease fee at the time she signed up for service. Adding the lease fee to the account generated an invoice for $0.54 for the remainder of March. When Ms. [redacted] contacted our office to ask about the fee, she was erroneously told the balance was a credit balance. Ms. [redacted] then proceeded to argue with our customer service representative over the $0.54 and after further review, she was told that the $0.54 balance was correct and owing on the account because of the lease fee. At this point she requested to cancel her service and then filed a complaint with Revdex.com. We attempted multiple times to contact Ms. [redacted] via telephone but her phone number was disconnected, and when we could reach her at work, it would be days before we heard back from her. The email chain has been attached for your convenience. Ms. [redacted] has requested cancellation as of 5/31/16, and $0.54 will be credited to her account leaving her with a zero balance.

Business

Response:

As previously explained, the $0.54 invoice was generated after Ms. [redacted] made a payment, as shown in the attached account history. As such, $0.54 from her credit balance was applied to her account, which left a $0.54 deficit on the following month's invoice. The $0.54 was a legitimate charge, since Ms. [redacted]'s account had not been previously charged the equipment lease fee. We chose not to back-bill her for the lease fee to the day of installation. A full account history and all related invoices are attached for your convenience.

Consumer

Response:

I am rejecting this response because: See previous emails. The receipts do not match [redacted] Revdex.com response. She does not know how to use her business accounting software. In addition, if I, in good faith, called her to get the amount I needed to pay and then paid it on the phone with her before hanging up and then received a receipt showing the amount due paid in full, then that should be the end of this story. And I paid the amount two or so weeks early to make absolutely sure that I was not late and did not create additional problems.

Review: I asked velocity to close my internet account over 2 months ago. They have still been adding a $7.00 late fee every month since I asked to close my account. I have asked them to quit adding the $7.00 late fee every month. They also continued to charge me an equipment lease fee of $7.00 each month and their tech installer called a week ago and said he was sorry he hadn't stopped by to pick up the equipment earlier (2 months had passed) but they still were adding a $6.00 equipment lease fee in this period on top of the $7.00 late fee. The whole reason I quit was because their internet service was 1/3 the speed they claimed it was and they charge $59.95 a month plus lease fees and late fees. Their internet speed it equivalent to the speed of cable internet 14 years ago. (I was a contractor for multiple cable internet companies 14 years ago.Desired Settlement: I need them to send me a new bill with the equipment lease fees removed since I cancelled service and the $7.00 per month late fees removed since I cancelled.

Business

Response:

Customer did not provide us with a proper billing address when he signed up for service. Customer did not pay account in a timely manner and service was suspended. We attempted several times to contact customer to verify address and restore service and when we were finally able to reach customer, he stated that he did not intend to pay his bill because he wasn't pleased with the service. Customer never called our technical support department for help with his service, so we were not aware of any issues with his service. Customer then called our office and stated he would pay down the balance before getting service turned back. Customer then emailed us stating how dissatisfied he was with the service and wished to cancel completely and have us retrieve equipment. We are happy to waive late fees and lease fees for the period customer's service was suspended until he cancelled, which would leave a balance on the account of $143.80 for the service he used.

Review: We had been a customer with Velocity for about 5 years and had always paid our bill on time-never ever late. When we contacted them about our very poor internet service we never once received any response. We continued with them until we found a better internet service provider. We contacted Velocity in writing asking to cancel our service. We told them that their serice was very poor and we had since obtained better service elsewhere. when we cancelled we were paid in full. We are still being billed each month plus late fees, even though their equipment is removed from our house and we are using another service. We have written 3 times but the response we get is more charges. We need help resolving this-we feel like we are being bullied. We have family and friends that are experiencing the same problem.Desired Settlement: We would like Velocity to cancel us out and consider us paid in full since we are paid in full and have not being using their services.

Business

Response:

Customer account has been cancelled. Account was credited 2 months retroactive March 31. No more invoices will be generated for this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.