Viaero Wireless

Each time Ms [redacted] has called in for assistance, Viaero’s Customer Service team has completed the research to remedy her complaints and correct any reported problems We had spoken to Ms [redacted] on Tuesday, November 3, at which time she had agreed to a month extension of service, thru April 30, We cannot comply with Ms [redacted] ’s request to issue a refund for her service already used from April 14, through October 31, 2015, nor can we provide a new handset as requested If Ms [redacted] does not wish to extend her service with Viaero, we can refund her for the service November 1, through November 30, 2015, and terminate her account We have worked diligently to resolve Ms [redacted] ’s concerns and hope for a positive resolution

Complaint: [redacted] I am rejecting this response because: The response stating that it is their company policy to collect a full social security number is not only inconsistent with the response I received by phone from the corporate office it is a poor practice by a business in reference to your customer's privacy Regards, [redacted]

from: Tamera JB [redacted] < [redacted] @viaero.com>to: "[email protected]" date: Thu, Oct 29, at 5:PMsubject: class="Apple-tab-span"> Complaint # [redacted] Good afternoon, Please find Viaero’s reply regarding complaint # [redacted] Ms [redacted] along with all customers are allowed to cancel their service if they are not happy with the performance within days of initiating the service and paying only for any excess charges they might have incurred during this time The terms and conditions are listed on the contract each customer signs along with being available on our website Our pricing is typically cheaper and our policies are in line with other carriersThe customer did establish an account with us in December, 2014, also she upgraded her data plan to 4MBps In March she did call in requesting assistance with her [redacted] , and asking to cancel her data plan We advised her if she cancelled the data plan, there would be Early Termination Fees On March 14, the customer called in and cancelled her data plan and was made aware of the $early termination fee On March 28, the customer called back to make long term payment arrangements, she agreed to paying an additional $on the 10th of each month, until June, to pay off the ETF owed April 1, the customer called in complaining about slow internet speeds and requesting a change in payment arrangements from the 10th to the 15th The payment arrangements were modified as requested This was the first time we were made aware of any issues she was experiencing regarding data speeds She had already cancelled her data package, we had no chance to troubleshoot any possible issue she was havingWe do not feel the customer’s complaint is valid, as we worked with her to resolve issues reported to us We were not given the opportunity to troubleshoot and resolve the issues in this complaintRegards, Tammy B***Legal Department AdministratorViaero WirelessWPlatte Avenue Fort Morgan, CO 80701-2949970.467.3137|Office303.478.4452|Mobile970.867.3589|FaxTamera.B@viaero.com

We have reviewed Ms [redacted] account The final invoice was prorated causing overagesA credit has been posted to her account, leaving a final balance due of $ We apologize for any inconvenience

Complaint: [redacted] I am rejecting this response because: I submitted a final & firm resolution this morning Nov4, Regards, [redacted]

[redacted] I am writing to let you know that my complaint against Viaero Wireless has been resolved quite some time agoThis is my third attempt to get this matter closedThank you, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Viaero contacted this customer and a credit has been posted to the customers account for [redacted] charges she was billed after she had paid for [redacted] ***

Hello this is [redacted] I had filed a complaint on August 1st or July 31st I had a dispute with Viaero Wireless in Colorado They have since called me and we took care of this dispute They agreed to wipe out the balance and not proceed with the contract breech Thanks so much for your time in helping with thisIt has been taken care of Again is was dispute number [redacted] with Viaro wireless Thanks so much

Complaint: [redacted] I am rejecting this response because: The response is completely inconsistent with the response I received from the Company's corporate office by phone This company will receive no further information from us, will receive no further business from us and will not receive any form of recommendation of product or service from us This company's response from the outset of this issue has been inadequate and inconsistent This business has wasted too much of my time as it standslesson learnedavoid your products and services at all costs Regards, [redacted]

from: ' [redacted] ' via Dispute Resolution reply-to: [redacted] < [redacted] >to: "[email protected]" date: Wed, Nov 4, at 4:AMsubject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] *** [redacted] I was contacted by a Viaero Rep on Nov3, 2015, in regard to this complaintShe offered me months of free service to compensate for my loss of income and travel expensesI agreed that would be fineHowever, she then stated that to offer this months of service that it would have to be manually entered into the system each month by a supervisorI immediately questioned this, as the extreme level of incompetence I have experienced in the past with ViaeroI do not feel comfortable nor confident with the fact, that my service is dependent upon a person remembering to enter this into the systemThis is setting the stage for another disconnectI already can see how this will play outViaero will disconnect my service AGAIN, and then offer an apology because the person responsible for this task, was ill, on vacation, no longer employed with the company, etcHistory will repeat itself with this offer, and then we are back with the same issueViaero still has not offered any means of compensation, for the fact that they wrongfully and illegally disconnected my service, in the first placeThis is my final and firm offer to settle this: I will accept a full refund of my service beginning 04/14/thru 11/30/2015, with this to be paid immediatelyThis is due to my constant monthly issues with Customer ServiceThe notes on my account reflect the constant and ongoing issues with my accountI will accept a new (not refurbished) [redacted] cell phone with express delivery, for the fact that they wrongfully and illegally disconnected my service As for, the months of service already offered, I will only accept that, if there is a compensation offer made in advance, in the event that my service is wrongfully disconnected in the futureIf there is no advance compensation agreement to guarantee my service attached to this month offer, than I would accept a payment immediately on this offerViaero needs to realize that customers are their business and that all their excuses, incompetency, gross negligence in account management and ongoing apologies are unethicalSincerely, [redacted]

Viaero has tried to contact [redacted] multiple times to discuss releasing him from his contract Would [redacted] like to return the device or would he like to pay the remaining installments and keep the device?

Mr [redacted] please provide your account number regarding this issue Thank you, Revdex.comPlease reference the attached documentation containing the consumer's account information as requested

Complaint: [redacted] I am rejecting this response because: I can send you several different e-mail request for answers and several other written letters that never were responded to yet they say they do not have any record of unanswered questions Regards, [redacted]

This account was set up as a prepaid account by Mrs [redacted] Prepaid accounts do not require a credit check at the time they are established, it is optional for the customer to provide their Social Security Number when the account is opened Prepaid accounts also are non-refundable Our company policy is to collect a full Social Security Number when a customer is processing a warranty claim This protects the company if there is any physical or water damage found when the phone is sent in to, the warranty center, in case we had to pursue collection for the damaged handset We are happy to process a warranty claim for Mrs [redacted] provided she follows our company policy

We would like to clarify, Mr [redacted] did sign a year contract with Viaero for the [redacted] handset This contract allowed him to purchase the handset at a reduced price and commit to years of service If for any reason he left Viaero before the years were complete, he would be charged for Early Termination Fees Viaero is willing to accept the return of the [redacted] handset in good working condition without physical or water damage and waive the Early Termination Fees

I contacted this customer after this complaint was sent and the customer was very upset that the account was suspended as it was past due I explained that a courtesy call was made and a voicemail was left on the account owners line and I also verified via call recordings that the voicemail was left on 2/28/at 10:am and a past due text message was also send 1/24/at 9:am The customer did request we contact her for courtesy calls instead of the account owner and moving forward she will be contacted A copy of payment and billing history was also sent to the customer as requested so she could verify all payments had been posted to the account correctly The retail location that processed the payment by the customers mother was contacted and no account details were discussed due to CPNI policies as the payee is not listed with a CPNI password on the account I did offer the customer a courtesy credit and she declined as she is wanting a credit for her entire past due balance

The Company Policy IS to collect the full Social Security Number regarding a warranty replacement, as stated earlier This protects the Company if there is a need to collect money if the returned phone had physical or water damage Our computer system accepts the full Social Security number and masks all but the last four digits for protection of the customers personal information We follow CPNI rules carefully and protect customers personal information I am sorry you received wrong information regarding Company Policy Our offer remains to process a warranty claim we will need the full Social Security Number to complete the claim

Customer filed an ASP claim for a replacement phone on 4/1/and was advised at that time of the day return policy for the broken handset On 6/19/ the customer was left a voicemail as a courtesy to remind him the broken handset needed to be returned on 6/27/the customer was charge for the handset not being returned The customer called into customer service 9/9/upset that he was suspended for being past due and that Viaero had not received his return handset The customer was advised that the UPS label that had been sent with his replacement handset on 4/1/had not been used and to please contact the post office as he believed he had returned the handset to the post office instead of UPS The customer then requested his services to be canceled and to send him a bill The customer was canceled per his request and was charged Early Termination Fees of for lines of service

My experience is with the Viaero Wireless store located in Ogallala, NE Never in my life have I seen my own mother walk out of a store crying until we went to this phone storeI had heard from friends in Ogallala to not go into this particular location; unfortunately, we didWhat we saw was this: the employees do not pay attention to you instead, they text on their cell phones and gossip with each other, completely ignoring youWhen you finally can get one of them to speak with you, you are met with eye rolling and greeted with a stern "what do you want?" My mother, who had gone to the Julesburg, CO store one day before to get a new phone set up and had come to this closer location to have an issue resolvedThe issue being that the sim card had broken when it was shoved into the slot incorrectly, making the phone uselessShe told an employee at the Ogallala store, whose name was Penny, what had happenedThat she took the back of the phone off to see why it wasn't working and saw that the sim card was brokenPenny then laughed at her and said "well, you just admitted to me that you took the back of the phone off, making you responsible for the damages." Although my mother had left the store with a broken phone, Penny was blaming her for the problem so she didn't have to deal with her a costumerMy mother told her that she hadn't touched the sim card, it was cracked and fell out, but Penny called her a liarShe said she was trying to manipulate her way out of a problem that she createdKnowing she wouldn't get anywhere with this woman, we turned to leaveRight as we were walking out of the door, we heard Penny loudly say "***", then continued to laugh at us with her friends My mother went back to the Julesburg viaero store, the one that originally broke the phoneShe explained what had happened and the woman named Natalie said she would fix the issue with no problem because she was at faultThen the store phone rings and it was Penny, telling Natalie that my mother came into the store with a broken phone and to not believe a word she saysNatalie believed Penny and charged my mother $for a brand new phone that was the same exact model of the broken one, which only retails for $and was bought just hours ago I tried calling the Ogallala store to speak with Penny's boss and tell her about my experience but whenever I called they knew who I was and refused to let me speak to anyone in the storeI called multiple times and each time Penny was the one who answered, I first asked to speak with the manager and her response was "I am the [redacted] manager." I then asked what her boss's number was and she refused to give it to me That was the first and last experience I have had with the Ogallala, NE viaero storeI cannot believe employees are allowed to act this wayIt was completely ignorant, disgusting, and unacceptableSomething needs to be done about this because it has been going on for years and the complaints are not taken seriously by the owners