Venicom, Inc.

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new...

[redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts him in breach of the contract.We activated the ZTE ZMax for [redacted] with a new line of service with both voice and data on 01/02/2015. We were notified on by [redacted] that [redacted] had changed the [redacted] services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 02/20/2015.It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to him.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

we were told from beginning and on the phone by their Rep that if we didn't send in phone we would not receive our refund as well as we would be charged the full amount for the phones. We returned the phones and now they are not wanting to refund our money. And the 14 day thing is hilarious seeing how they activated the phones before they left their building and was sent in the mail knowing we had to transfer numbers to them. We had no idea they were activated. We couldn't use them until we transferred our number to the phones. And then when we originally contacted them about canceling service cause we were not able to receive any calls, texts, or network at our house amongst other places, they insisted on us trying out range expander. Which had to be mailed and then set up.... All taking time! We have when we actually started up phone service which was December 28th. We didn't use phones prior. U can look at our records. We didn't even turn a phone on! This is just a scam! And for them to say that I haven't allowed them to try and work it out is funny and untrue. When? Cause when I called trying to figure out what was going on I couldn't get any help I just got very rude customer service. And since nothing. This is first response since.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called them, because they keep saying they have been trying to reach me. I got the same guy [redacted], as last time and he was just as rude as last time. Wouldn't let me talk. He said they would credit us $ 88.00 dollars for all 5 cell phones we returned. If that's all they want to give us, send the phones back to us they can keep the $ 1479.95 we bought them for and we will pay the $2000.00 cancelation fee. Which is just rediculous that we would have to pay. Or refund the $ 1479.95 keep the phones and we will pay the $ 2000.00 cancelation fee. Or just credit the $ 1479.95 and we will pay the difference of $520.05.

Regards,

The customer is mistaken.  The devices were activated and sent by us and not [redacted]  Any amounts paid to [redacted] were for services and not for the 5 devices he ordered, did not return and did not pay for.  I have attached the call where the customer was offered a payment plan to resolve the situation and indicated on the call he would not pay for the devices.  The product is cost to us is over the 2,000 fee we are requesting, customer has not paid for the devices, did not return the devices (and cannot do so at this time).  We have attempted to resolve and the customer has refused to work with us.  This customer will be sent to an outside collections agency in July.

I am sorry we could not come to an agreement with the customer prior to this step.

07/08/2014

 

RE: CASE#: [redacted]

 

To Whom It May Concern:

 

Thank you very much for providing us with the information

regarding [redacted]’s complaint and we do appreciate the...

opportunity to

respond to our customer’s concerns.

 

First, please be advised that I have enclosed a copy of the

documents signed at the time of purchase and ordering new [redacted] services. We

also completed a recorded order call with the customer where the same terms and

conditions were discussed and customer was requested to acknowledged and agree

prior to process of the order.  The

purpose of this is to ensure that every customer reads the terms and conditions

which are also reviewed throughout the sales and activations process including

in an e-mail sent when the device is shipped. If these terms and conditions are

not acceptable to the customer they have the option of returning the device

within 14 days with no penalty. This is an attempt to avoid this exact

situation. 

 

We offer our devices at a severely discounted promotional price

and we are able to recoup the cost of the device only after 120 days of active

service with both a voice and internet plan is completed without change from

the customer directly through [redacted] and/or if the device is returned to [redacted]

Fulfillment Center if the line of service is cancelled. When a customer changes

any one of these plans prior to completing their commitment we are unable to

recoup this cost and not only unable to profit but actually lose the remaining

purchase price we paid for the device. [redacted] has not paid for nor

returned these devices which puts him in breach of the contract.

 

We activated the one Kyocera Hydro Xtreme and three LG L90

for [redacted] with new lines of service with both voice and data on 06/04/2014.

Please be advised that the paperwork completed and retained by [redacted]

on the day of the sale clearly states ‘Only [redacted] phones will work with

[redacted] SIM cards. No other carrier’s phones will function with the new

service.’.

 

It is standard industry practice to offer reduced device

costs in exchange for new contracted lines of services activation. In the

interest of resolving this matter, we are willing to work with the customer by

offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the

customer must remain in collections with us until we are able to recoup the

cost of the devices sent to him.

 

In review of this account since receiving the Revdex.com complaint

notice we have been able to escalate with [redacted] to have the account

cancelled under ‘no install’. A no install cancellation means that all charges

for the account are to be credited back leaving a $0.00 balance for the

[redacted] services rendered to [redacted].

 

While we are willing to work with [redacted] in any way

that we can unfortunately three of the four devices retained by [redacted]

have been used in excess of the fourteen day buyer’s remorse period and are no

longer able to be sent to our equipment vendor for return credit.

 

Please do advise us of your findings regarding this matter.

Again, I would like to thank you for the opportunity to respond to this

complaint and encourage you to call with questions and/or if any further

information is needed.

 

 

 

Thank You,

 

 

Collections Services

At this time we have been in contact with [redacted] directly to review the account and the breach of contract situation.

Already prior to this point we have escalated within [redacted] who agreed to treat the account as a 'no install' cancellation.

With the cancellation from [redacted] being changed top no install meaning that there is no billing liability to [redacted] for the services rendered by [redacted] this leaves the only issue to be the devices.

The devices were returned to us outside of our equipment vendors allowed time frame for device credit. Although the devices were returned well beyond the thirty days from initial activation of services we are attempting to return them to our equipment vendor for credit. We cannot guarantee that the devices will be accepted by our equipment vendor at this time as we have mentioned they are currently beyond our vendors allowable return period.

If our vendor accepts the devices the there will be no further breach of contract issues with this account.

If our vendor rejects the devices we will have to maintain the breach of contract but would be able to offer a settlement that would allow for us to recover the cost of the devices which will be returned to [redacted] once they have been paid for.

Unfortunately at this time all we can do is wait on word back from our equipment vendor.

10/13/2014 RE: CASE#: [redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted]’s complaint and we do appreciate the opportunity torespond to our customer’s...

concerns. First, please be advised that I have enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.   We offer our devices at a severely discounted promotional priceand we are able to recoup the cost of the device only after 120 days of activeservice with both a voice and internet plan is completed without change fromthe customer directly through [redacted] and/or if the device is returned to theWireless Fulfillment Center if the line of service is cancelled. When acustomer changes anyone of these plans prior to completing their commitment weare unable to recoup this cost and not only unable to profit but actually losethe remaining purchase price we paid for the device. [redacted] has not paidfor nor returned these devices which put him in breach of the contract. We activated one [redacted] and one [redacted] for [redacted] with new lines of service with both voiceand data on 07/28/2014. We were notified on 10/08/2014 by [redacted] that [redacted] had canceled the [redacted] services that we activated which is listed asa breach of contract in the terms and conditions the customer received, whichare enclosed. Since [redacted] placed his order we have had no contact withour customer until 10/08/2014 when they called in to cancel services andadvised that the account was outside of the buyer’s remorse period and wouldhave to be cancelled through [redacted] directly. It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time thecustomer must remain in collections with us until we are able to recoup thecost of the devices sent to him. At this time [redacted] records show that whenrequesting to cancel services [redacted] also requested a SIM unlock codefor both devices, this request indicates that [redacted] intends to use thedevices that he has not paid for with another carrier. Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed.    Thank You,   Collections Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I understand contracts and reading contracts and so on, BUT, your company and its representatives basically lied there way into getting this contract signed. For everything we have been told and everything that has came to light, it is basically a BREACH of contract. We were lied to about PHONES, COVERAGE AREA, WHO WE WERE DEALING WITH, Taxes and fees, etc.  We stated time and time again that we needed phones that could handle the day to day duties of a business which means multiple email accounts and large storage capacity for phone logs, texts, emails, pictures, etc. We were given inferior phones that did not live up to what we were told and had expected. The phones in question are the ** Android phones, these 2 phones don't even make a good paper weight, there virtually worthless for trying to get anything done on in the field. We were lied to and told that we were signing a deal directly with [redacted] and come to find out we weren't. We were lied to and told the final amount per month included all taxes and fees and come to find out after the fact that the taxes and fees were not included in the final monthly price. I can not explain how many times this was asked and showed to us only to come to find out that we were lied to in the end.

The monthly cost is a small complaint at this point, if the service worked, the phones worked, and we were able to conduct business in a professional manner without experiencing MULTIPLE dropped calls on a daily basis, the monthly cost could be overlooked. That being said, we are paying a LOT of money each month for a services that does not provide any sort of reliability what so ever!!!! The coverage area was explained to the point of being NO dead zones in [redacted] and the best coverage to expect out of any carrier, even showed us a map confirming this. I barely get service in my personal house and get little to no service on many of the jobsites I am at on a regular basis. You have basically now taken my Business number and are holding it hostage and providing a worthless service. This service is horrible, the phones are horrible and something NEEDS to be done to remedy this so we can continue to do business.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

please find attached documents which show the initial paperwork w by the salesperson [redacted] who gave me an office number incase of any problems (see top of page) however I was never able to spaek with him again and it seemed then that there was another company involved, very confusing.

Please note that this part of the agreement was signed on 6/5/2014. please not authorization was given by me to deduct $299.00 for the new device.Also see attached bank statement showing that deduction of $299.00 0n 6/9/2014. I would like to note yet again that I told [redacted] that I would be out of town on business from the 6/9/14 to 6/17/14 it was on my return that the package was waiting for me and on opening was found to be  in damaged casing band unsealed the package was signed for by [redacted].

After trying to get help from office number [redacted] and the fulfillment center it was deemed the phone did not work as well as being damaged slightly on back and small water mark on front screen. I have to wonder how many of my calls were recorded at each time I called the various numbers.

A manager has reviewed the audio of the call referenced.  The representative responded as needed to the questions and statements made by the customer.  The customer has devices they did not return, cannot return at this point, and did not pay for.We have offered a settlement amount and payment plan and customer has refused.  We will send this customer to an outside collections agency at this point as they refuse to work with us on the product they have not paid for.Collections Services

We received a call from [redacted] on 04/16/2015 regarding his account. [redacted] was advised that after review of his account had been completed we would be able to offer a refund of $88.33 with the difference being used to resolve the breach of contract for his account. [redacted] questioned if the devices could be returned to him and was advised that the only reason we are able to offer the reduction to the breach of contract fees assessed was due to the return of the devices, the account was still in breach of contract for the cancellation outside of the buyer's remorse period. After being advised of this information [redacted] disconnected the line prior to our rep being able to fully review the settlement. We have included a copy of this recorded call for your review.

November 4th, 2014 RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be...

advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract. We activated the LG Optimus L90 for [redacted] with a new line of service with both voice and data on 04/25/2014. We were notified on by [redacted] that [redacted] had changed the rate plan that we activated through [redacted] on 08/16/2014 to which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 09/24/2014. On 09/29/2014, 10/30/2014, & 11/03/2014 we received inbound calls from [redacted] regarding the breach of contract and advised of the reason for breach of contract.  It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any furtherinformation is needed. Thank You, Collections Services

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.The early termination fee reimbursement is a promotion run and provided by T-Mobile not Venicom. Acceptance or rejection of any credit requests for early termination fee reimbursement is at the sole discretion of T-Mobile. T-Mobile and Venicom are two separate companies.Despite having no control or say in what requests for credit are accepted or rejected by T-Mobile we have forwarded this issue for an escalated review with our customer service management. As we have no say in a promotion run solely by T-Mobile we cannot make any guarantee that we will be able to obtain a reversal to the rejection of the credit request made by [redacted].The final decision in this matter rests solely with T-Mobile, if our escalation still results in a rejection of the request by T-Mobile we will not be able to provide any further assistance regarding this matter.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer's concerns, First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering...

new [redacted] services, We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order. The purpose of this is to ?ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with 110 penalty,We activated the ZTE ZMax for [redacted] with a new line of service with both voice and data on 03/04/2015. The services activated were cancelled on 03/04/2015 and our device was received on 03/12/2015. Upon receiving the device we submitted to our vendor for return credit which was received and the $29.99 purchase price of the device was refunded to the customer's card on file on 03/23/2015, a copy of the refund receipt has been included with this response, On 03/26/2015 we received a call from [redacted] regarding the refund process, during this call [redacted] was advised that the refund had been processed on 03/23/2015 and may take 7 to 10 business days to reflect back in her account.The refund of deposit paid is due to the customer by [redacted] per our original contract terms and conditions. Per [redacted] records the $50,00 deposit was applied to the outstanding balance due to [redacted] by [redacted] tor services rendered by [redacted] while services were active. This information was reviewed with [redacted] at the time of the sale as well as in the call on 03/26/2015.Please do advise us of your findings regarding this matter, Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.Thank You,Collections Services [redacted] - Scottsdale, AZ 85260 ###-###-#### - [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

When I learned from [redacted] that Venicom had sold us the plan & equipment (not a [redacted] rep.), I attempted to contact Venicom at the number provided by [redacted].  I got nowhere with this call; the company identified itself only as "fulfillment service" or some such name.  I had attempted to contact the sales person repeatedly for probably a month or two, with no response.They told me that I own the equipment, and that they would not accept its return!  I will gladly return the equipment if they instruct me how to do so.  I have not given them an opportunity...?  They can call or email me with instructions.  When I called them, they offered NO solutions.  In fact, they would not even close the account.  I was subsequently able to get the accounts closed through [redacted] customer service. Yes I received unlock codes for the equipment, although I have no use for it as it doesn't seem to work very well.  I figured since "I own it", I could hopefully give it to someone to use, perhaps in a different part of the country where it will function.This is also the first I've heard about owing them anything for the equipment.  They have not communicated anything about this, or about "collections".The main issue here is that their salesperson lied about... nearly everything.  He answered every objection I had by telling me exactly what I wanted to hear.  Unfortunately not much of it was true.  Neither the equipment nor the service works here.  If it did, we would be using it.They can bill my company all they want, I've already wasted far too much time and money with this SCAM.  I have yet to receive any communication from Venicom with the exception of this Revdex.com response.

Regards,[redacted]

Complaint ID: [redacted]Account Number: [redacted]Customer Name: [redacted]Contact Name: [redacted] To whom it may concern,This letter is in response to comments made by [redacted]regarding his complaint to the Revdex.com regarding his account. Rather than wasteeveryone’s time in a bout of hearsay I would like to take the opportunity toprovide actual verifiable documentation of [redacted] orders for [redacted]services through our company.As we are all aware we operate as an authorized dealer for[redacted] and activate new lines of service for [redacted] services as well asprovide [redacted] branded equipment for use with the [redacted] services that weactivate. The devices we provide to our customers are devices that we have paidthe full retail cost for and provided to our customers at an extremelydiscounted rate contingent to agreement of our contract terms and conditions.These terms and conditions are provided to every one of our customers at thetime of the sale and are also reviewed in a recorded verification call prior toactivation of services.The account is currently in breach of our contract terms andconditions for changes made to the data features on one of the lines of servicethrough [redacted] directly during our 120 day contract term. In review of thebreach of contract [redacted] was advised that in order for us to correct thebreach of contract on his account we would need to change the data feature backto what we had originally activated and assigning a new 120 day term for theaffected line. It was explained to [redacted] that after making this simplechange he would be welcome to increase the data feature for that line so longas that change is made through our customer service center at the numberprovided in his order paperwork however; [redacted] has refused to work withus in making the necessary corrections to his account. Review of our records indicates that [redacted] was able tocontact us in the past in order to make changes to his account. On 04/22/2014we had received an inbound call from [redacted] with the request to add the‘International Talk & Text’ feature to his lines of service. We had neverreceived any kind of complaint from [redacted] until after his account wasinvoiced for breach of contract. [redacted] has never made any statement to usregarding ‘faulty equipment’ in fact per [redacted] systems [redacted] is stillusing the original devices provided for his account which is showing moderateto heavy usage on all lines. If there is a defect in the devices that [redacted] currently is using he is free to request a replacement device from[redacted] directly under the one year manufacturer’s warranty per thedocumentation provided to [redacted] with the devices themselves.In regards to the recorded third party verification calls(TPV) completed by [redacted] during the order process of both of the ordershe has placed:For order number [redacted] placed his order andcompleted the TPV call on 02/22/2014, between 05:40 and 06:05 of this call[redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork.For order number 1693979 [redacted] placed his order andcompleted the TPV call on 02/28/2014, between 04:08 and 04:21 of this call[redacted] was advised that we are an authorized dealer and confirmed that heprovided the digital signature on his order paperwork. You will also see the ’[redacted] Authorized Dealer’ logo inthe upper right hand corner of the signed leave behind paperwork as well as theterms and conditions, this logo was also on the name badge of the salesrepresentative that [redacted] placed his orders with. This logo is the samefor all [redacted] authorized dealers and is provided by [redacted] for use in ourcontract paperwork. [redacted] was provided with the leave behind paperwork foreach of his orders on the day of the sale by his sales representative. Theterms and conditions which are very brief and are nowhere near the ‘pages ofsmall print’ that [redacted] would imply were also provided to [redacted] viaemail for each of his orders and also included in the welcome paperwork thatwas sent out with each shipment of equipment.For your review and reference we have included the followingdocumentation:·        Recorded third party verification calls fororders [redacted]·        Signed leave behind paperwork for orders [redacted]·        Completed order forms & contract T&C fororders [redacted]This documentation should plainly illustrate that[redacted] was aware of our affiliation to [redacted] as an authorized dealer as wellas his knowledge of what he was expected to fulfill per his contract terms andconditions which we relayed multiple times for each order.

Thank you very much for providing us with the information regarding [redacted]’s complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and...

ordering new T-Mobile services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 150 days of active service with both a voice and internet plan is completed without change from the customer directly through T-Mobile and/or if the device is returned to T-Mobile Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract.We activated the Samsung G386T for [redacted] with a new line of service with both voice and data on 03/30/2015. We were notified on by T-Mobile that [redacted] had called T-Mobile on 05/07/2015 to cancel the services that we activated which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.The shipment address was verified with [redacted] in the recorded order verification call. In this same call we do review with every customer that the line of service they have ordered will be activated the day that it is shipped and will be ready to use once received. This information was reviewed with and agreed to by [redacted] at the time of the sale. Upon shipment the [redacted] tracking number was remitted to the email address provided by [redacted] for tracking information. This tracking number shows that it was delivered to the address specified by [redacted] and signed for by the business receptionist on 04/01/2015. [redacted] did not contact us to indicate that there was any issue until 05/07/2015 which was 36 days after the package was delivered. It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services

RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]’ complaint and we do appreciate the opportunity to respond to our customer’s concerns.First, please be advised that I have enclosed a copy of...

the documents signed at the time of purchase and ordering new [redacted] services. We also completed a recorded order call with the customer where the same terms and conditions were discussed and customer was requested to acknowledged and agree prior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions which are also reviewed throughout the sales and activations process including in an e-mail sent when the device is shipped. If these terms and conditions are not acceptable to the customer they have the option of returning the device within 14 days with no penalty. This is an attempt to avoid this exact situation.  We offer our devices at a severely discounted promotional price and we are able to recoup the cost of the device only after 120 days of active service with both a voice and internet plan is completed without change from the customer directly through [redacted] and/or if the device is returned to [redacted] Fulfillment Center if the line of service is cancelled. When a customer changes anyone of these plans prior to completing their commitment we are unable to recoup this cost and not only unable to profit but actually lose the remaining purchase price we paid for the device. [redacted] has not paid for nor returned this device which puts her in breach of the contract.We activated one Apple iPhone 5, one Samsung T99, one LG P769, four LG P769, and one [redacted] 4G Hotspot for [redacted] with new lines of service with both voice and data on 08/15/2013. We were notified on by [redacted] that [redacted] had multiple cancellations of the services that we activated prior to completing our contract term which is listed as a breach of contract in the terms and conditions the customer received, which are enclosed.  A letter was sent to [redacted] regarding the breach of contract status on 10/07/2013. On 10/17/2014 we contacted the customer and spoke with her regarding the breach of contract.  It is standard industry practice to offer reduced device costs in exchange for new contracted lines of services activation. In the interest of resolving this matter, we are willing to work with the customer by offering a settlement that would recover the device cost; however, [redacted] has not even given us an opportunity to do so. At this time the customer must remain in collections with us until we are able to recoup the cost of the device sent to her.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.  Thank You, Collections Services

RE: CASE#:[redacted] To Whom It May Concern: Thank you very much for providing us with the informationregarding [redacted]’ complaint and we do appreciate the opportunity torespond to our customer’s concerns. First, please be...

advised that I have enclosed a copy of thedocuments signed at the time of purchase and ordering new [redacted] services. Wealso completed a recorded order call with the customer where the same terms andconditions were discussed and customer was requested to acknowledged and agreeprior to process of the order.  Thepurpose of this is to ensure that every customer reads the terms and conditionswhich are also reviewed throughout the sales and activations process includingin an e-mail sent when the device is shipped. If these terms and conditions arenot acceptable to the customer they have the option of returning the devicewithin 14 days with no penalty. This is an attempt to avoid this exactsituation.   We offer our devices at a severely discounted promotionalprice and we are able to recoup the cost of the device only after 120 days ofactive service with both a voice and internet plan is completed without changefrom the customer directly through [redacted] and/or if the device is returned to[redacted] Fulfillment Center if the line of service is cancelled. When acustomer changes anyone of these plans prior to completing their commitment weare unable to recoup this cost and not only unable to profit but actually losethe remaining purchase price we paid for the device. [redacted] has not paidfor nor returned this device which puts him in breach of the contract. We activated two [redacted] for [redacted] with new lines ofservice with both voice and data on 02/27/2014. We were notified on by [redacted]that [redacted] had called [redacted] on 05/22/2014 to change services that weactivated which is listed as a breach of contract in the terms and conditionsthe customer received, which are enclosed.  A letter was sent to [redacted] regarding thebreach of contract status on 05/27/2014. On 06/04/2014 we contacted thecustomer and spoke with him regarding the breach of contract.   It is standard industry practice to offer reduced devicecosts in exchange for new contracted lines of services activation. In theinterest of resolving this matter, we are willing to work with the customer byoffering a settlement that would recover the device cost; however, [redacted]has not even given us an opportunity to do so. At this time the customer mustremain in collections with us until we are able to recoup the cost of thedevice sent to him. Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to thiscomplaint and encourage you to call with questions and/or if any furtherinformation is needed.    Thank You,   Collections Services

November 10, 2014RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted] complaint and we do appreciate the opportunity to respond to our customer’s concerns.Please be advised that the...

sales representatives on our [redacted] campaign are independent contractors. As such we have an extensive verification process in place which is completed prior to activation ofservices ordered through us as an authorized [redacted] dealer. This verification process includes a recorded verification call where current promotions and order details are reviewed with every customer. During this verification call every customer is presented with the opportunity to get clarification on any promotions offered by the sales representative. During this call [redacted] did have questions regarding the term of the buyer’s remorse period but did not inquire about any discount promotions.Per [redacted]’s terms and conditions provided to and reviewed by [redacted] on the day of the sale [redacted] reserves the right to change their promotions at any time without direct notice.Please do advise us of your findings regarding this matter.Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed. Thank You, Collections Services