Viaero Wireless

We would like to clarify, Mr. [redacted] did sign a
2 year contract with Viaero for the [redacted] handset.  This contract allowed him to purchase the
handset at a reduced price and commit to 2 years of service.  If for any
reason he left Viaero before the 2 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.

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]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
THEY SAID THAT THEY SENT 2 EMAIL...

MESSAGES SAYING I WAS OVER THE LIMIT.  I NEVER RECEIVED THE EMAILS AND IF THEY SENT THEM AS THE SAY, I WOULD HAVE GOTTEN AT LEAST 5 MESSAGES EACH MONTH I WAS OVER,  THE MESSAGES WOULD START WHEN MY USAGE WAS AT 50% AND THEN CONTINUE TO 99%.  WHY DID THEY SAY ONLY 2 WERE SENT WHEN CLEARLY THERE WOULD HAVE BEEN MORE.  ALSO ISN'T UNLIMITED DATA JUST THAT , WHAT DIFFERENCE DOES IT MAKE IF IT'S ON YOUR PHONE OR COMPUTER, IT'S ALL DATA.  THANKS, [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.

Please see attached file

Complaint: [redacted]
I am rejecting this response because: they absolutely have not worked diligently to resolve the ongoing issues of my account. In fact, it takes 3-4 calls and persistence to get any action to fix issues. Like demanding to speak to a supervisor that can not call me back for 3 days. I am not terminating my service. This is an attempt by Viaero to avoid resonsibility and take the easy way out. Viaero needs to accept responsibility for their illegal & wrongful actions. I agreed to the 5 month service extension ONLY until I knew how it was going to be handled. I absolutely will not rely on Viaero to post service to my account monthly. That is absurd due to the history on my account. I feel that Viaero is attempting to glorify their customer service and their wrong doing in attempt to protect their image with the Revdex.com.  They can meet the terms of my latest offer or settlement or legal action will be taken. The laws are on my side with this entire matter. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] 
Dear Sir or Madam:
 
Mr. [redacted] has made several inquiries regarding the Prepaid Plan product...

called V2go, offered by Viaero. 
Viaero advertises this plan as a Prepaid ONLY product.  The plan is outlined in the V2Go screenshot Mr. [redacted] attached to his complaint.
Mr. [redacted] has expressed interest in the V2go product but does not want to change his account to a Prepaid only account.
 
The V2go Prepaid product has no contract obligation or term limits.  A customer participating in the prepaid service is eligible to receive a $5.00 credit, after 90 days of service, provided they have had no late payments.  Reducing the monthly charges by $5.00 respectively, depending on the product selected. 
 
Viaero has made a good faith effort to work with the customer and resolve this issue.
 
Regards,
 
[redacted]
Legal Department Administrator
Viaero Wireless
1224 W. Platte Avenue                                                   
Fort Morgan, CO  80701-2949
[redacted]
[redacted]

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.

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, 2015 at which time she had agreed to a 5
month extension of service, thru April 30, 2016.  We cannot comply with
Ms. [redacted]’s request to  issue a refund for her service already used from
April 14, 2015 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.

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].

[redacted]
THEY SAID THAT THEY SENT 2 EMAIL MESSAGES...

SAYING I WAS OVER THE LIMIT.  I NEVER RECEIVED THE EMAILS AND IF THEY SENT THEM AS THE SAY, I WOULD HAVE GOTTEN AT LEAST 5 MESSAGES EACH MONTH I WAS OVER,  THE MESSAGES WOULD START WHEN MY USAGE WAS AT 50% AND THEN CONTINUE TO 99%.  WHY DID THEY SAY ONLY 2 WERE SENT WHEN CLEARLY THERE WOULD HAVE BEEN MORE.  ALSO ISN'T UNLIMITED DATA JUST THAT , WHAT DIFFERENCE DOES IT MAKE IF IT'S ON YOUR PHONE OR COMPUTER, IT'S ALL DATA.  THANKS, [redacted]

Customer filed an ASP claim for a replacement phone on 4/1/2013 and was advised at that time of the 10 day return policy for the broken handset.  On 6/19/13
the customer was left a voicemail as a courtesy to remind him the broken handset needed to be returned on 6/27/13 the customer was...

charge 619.99 for the
handset not being returned.   The customer called into customer service 9/9/13 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 4/1/13 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 1000.00 for 5 lines of service.

[redacted]
This email is to inform you that this dispute has been resolved.Thank you,[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 this. It has been taken care of.  Again is was dispute number [redacted] with Viaro wireless.
Thanks so much

[redacted]
Good Afternoon,I am [redacted]. I filed the comlaint shown below...

#[redacted].I would like to inform you that Viaero has directly addressed my concerns & continues to trouble shoot service issues when necessary. I feel my account has  been properly adjusted. Could you please list this complaint as resolved by Viaero. I am happy with the communication & service from Viaero.

Mr. [redacted], has attached partial emails from September 10, 11, 16, and October 16, 2013.
 
We are sorry Mr. [redacted] does not feel we have addressed his concerns and would like to address them, based on the information he has provided.
 
Our policy for Assurance Claims (please see attached ASP Brochure), is to send the replacement phone via UPS with a return label inside to make it easier for the customer to return the faulty handset.  The return label allows us to track the shipment in case it gets lost in the return process.  In this instance, Mr. [redacted] used US Postal Service and did not send it with a return receipt option.  The phone has not been received by Viaero, and we need Mr. [redacted]’s assistance to place a trace on the package.  As soon as the phone is received, we can issue a credit for the handset. 
 
Mr. [redacted] called  in on September 9 and 10 requesting his service be canceled completely and bill him.  We have done as he instructed.

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 stands.... lesson learned.... avoid your products and services at all costs.
Regards,
[redacted]

from: Tamera [redacted] <[redacted]>to: "[email protected]" <[email protected]>date: Mon, Oct 26, 2015 at 4:24 PMsubject:
class="Apple-tab-span"> Complaint #[redacted]
Please find the attached response to Complaint #[redacted] Mrs. [redacted] did set up an account October 31, 2014.  In early December, Mrs. [redacted] called in to report issues regarding home internet speeds and service issues.  We were in the process investigating the issues reported by Mrs. [redacted].  On December 17, Mrs. [redacted] called to cancel the home internet unit and Viaero waived Early Termination Fees, along with giving a total of $273.07 in credit for overages and cancellation of the home internet service. The customer had signed a contract for a total of 6 lines of service, beginning October 31, 2104.  On December 29, 2014 the customer had agreed to payment terms on their account.  The customer then called back on January 2, 2015 to cancel service.  The early termination fees for canceling before the contract ends are clearly outlined on the contract and represent $1,330.00 in Early Termination Fees.   The resulting balance is $1,096.45 was invoiced to the [redacted]s on February 1, 2015.  Viaero has credited their bills and tried to work with them to resolve issues.  They are requesting to have all fees waived, Viaero feels it has provided service to the [redacted]s for 3 months and not received payment, along with posting credits to the account to accommodate overages incurred by the [redacted]s.  We cannot waive the ETF’s. Tammy B[redacted]Legal Department AdministratorViaero Wireless1224 W. Platte Avenue                                                   Fort Morgan, CO  80701-2949970.467.3137|Office303.478.4452|Mobile970.867.3589|Fax[redacted]

from: Tamera J. B[redacted] <[redacted]@viaero.com>to: "[email protected]" <[email protected]>date: Wed, Aug 19, 2015 at 4:18 PMsubject:
class="Apple-tab-span"> Revdex.com Complaint #[redacted]
Good afternoon,Ms. [redacted] had called into our Customer Service Department on March 6, 2015 and spoke to our Lifeline representive regarding the issues she was having with her phone.  Our representative made arrangements for her to receive a replacement phone at no charge on March 6, 2015.  This was done as an exception to our normal business policy which would require a fee of $25.00 to receive a replacement phone.  At the end of this conversation she was appreciative of the service she received and thanked our representative.Ms. [redacted] has been using the new phone and we have not received any additional concerns or complaints from her.  We feel this complaint was addressed and resolved to the customers satisfaction.  If there is anything additional of concern we are happy to address it.Regards,Tammy B[redacted]Legal Department AdministratorViaero Wireless1224 W. Platte Avenue                                                   Fort Morgan, CO  80701-2949970.467.3137|Office303.478.4452|Mobile970.867.3589|Fax[redacted]@via...⇄

Complaint: [redacted]
I am rejecting this response because: upon contacting the very unprofessional and downright rude customer service staff, it was established that the early termination fees were due to EARLY TERMINATION because I did not request permission to port my number to a nationwide carrier. My [redacted] has been paid for and will not be returned in order for this company to act with integrity. ViaeroIs a Colorado carrier only. Upon moving to [redacted] we were disappointed to see that we rarely even received phone calls due to the local carriers not providing strong enough signal in the majority of the area we reside in. Both my girlfriend and I as well as the [redacted] store did in fact  attempt to contact (Viaero) and as usual there was no answer. If Viaero was truly considered about there public image after all of the things the company has put us through, wrong termination of service, unexplained fees, etc... Viaero should be willing to wave all of the fees that are associated with the early cancellation simply due to the fact that they have not seemed real interested in establishing any form of customer service to this point, they are a local carrier only. 
Regards,  I
[redacted]