WiMacTel, Inc (US Operations)

Initial Business Response /* (1000, 6, 2015/04/13) */
Contact Name and Title: *** *** Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wimactel.comz
Dear Ms***,
My Name is *** *** and I am a representative of WiMacTelI am in receipt of your report of
charges on your credit cardIt will be my pleasure to answer any questions you may have and work this matter to resolution with you
WiMacTel, Incis an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person callsThese calls are handled both on a live operator and automated operator basis
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call
I truly am sorry for the situation you were in and would like to help you in any way possibleIf you could, please provide me the last digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments associated with your phone call
Thank you,
*** ***
Account Manager
WiMacTel
***@wimactel.com

I am disappointed to hear of the trouble you had getting responses to your concerns and I apologize for that I will be happy to assist you with this So I may provide accurate information with regards to the call you were charged for, will you please provide the last four digits of the
card that was charged and the date, or approximate date, of the call?

Initial Business Response /* (1000, 5, 2014/02/06) */
Dear ***,
Thank you for allowing us the opportunity to address your concernPlease accept our most sincere apologies for the delay on our responseIt's my intention to reach out a satisfactory resolution with you
WiMacTel,
Incis an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person callsThese calls are handled both on a live operator and automated operator basis
Most consumers do not understand and appreciate the expense differences between a direct-dialed call and an operator assisted call; operator assisted calls are more expensive due to the numerous expenses associated with them, such as:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
You indicated that the pay telephone said the charge would be $for minutesAll of the charges posted on the pay telephone are related to calls paid for by coin depositCharges for operator assisted calls (automated operator or live operator) such as the one you placed cannot be posted on the pay telephone due to space limitations; there are just too many different rates based on type of call (calling card, credit card, collect or billed to third number) and all of the destinations around the world that can be called
To help consumers to make an informed decision when placing an operator assisted call (either automatedoperator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call
Having said this, it is my goal to resolve your concern; accordingly, upon your acceptance, I will refund 75% on each call and it will take five to seven business days to appear on your credit card account
Thank you for giving WiMacTel the opportunity to address your concernI will await your reply
***,
WiMacTel Customer Service
Final Consumer Response /* (2000, 7, 2014/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Consumer Response /* (-5, 10, 2014/02/24) */
Hello,
According to the complaint, Revdex.com notified the company that the complaint was closed on 2/11/Per the company's response, a credit was to be refunded to the credit card used within 5-business daysIt has now been business days, and the refund of 75% has not been received
What is the next step to resolve this issue?
*** ***
Business Response /* (4000, 14, 2014/03/18) */
Credits authorized and stated for the *** *** complaint were not processed through the systemCredits were re-issued today a call was made to *** *** with a voicemail and contact number for *** *** to return call to WiMactel General Manger of Operations *** *** XXX-XXX-XXXX

Initial Business Response /* (1000, 6, 2015/02/09) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wimactel.com
My Name is *** *** and I am a representative of WiMacTelI am in receipt of your report of charges from a phone callIt will
be my pleasure to work this matter to resolution for youI will need the date of the phone call and the last six digits of your credit card in order to identify your callThis way I can review your case and issue applicable adjustments to your account
WiMacTel, Incis an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person callsThese calls are handled both on a live operator and automated operator basis
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call
I have provided my contact information below and will await your response with the requested information so I may promptly resolve this matter for you
Thank you,
*** ***
Account Manager
WiMacTel
***@wimactel.com

Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: *** *** Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@wimactel.com
Dear Mr***,
My Name is *** *** and I am a representative of WiMacTelI am in receipt of your report of
charges on your credit cardIt will be my pleasure to answer any questions you may have and work this matter to resolution with you
WiMacTel, Incis an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person callsThese calls are handled both on a live operator and automated operator basis
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call
If you could, please provide me the last digits of your credit card, I will access the call records associated with your credit card charges, review and issue applicable adjustments
Thank you,
*** ***
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E:
***@wimactel.com
Consumer's Original Complaint :
I was charged outrageously for using my debit card instead of the cash price listed on a payphone
I feel the charges that I had to occur were outrageousI was charged times the advertised price, times for using a debit card instead of cast was stated in bold one dollar on the payphone to use it for ten minutesI later checked my bank account and noticed over dollars was taken for each phone callI made second phone calls and was charged a total of over dollars
Consumer's Desired Resolution:
I feel I deserve a refund of all the money except the dollars that I was expecting to pay for the phone calls
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept them because they were a complete refund and the person I emailed was very kind

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Ms***,
My Name is *** *** and I am a representative of WiMacTelI am in receipt of your report of charges for a collect callIt will be my pleasure to answer any questions you may have and work this matter to
resolution with you
WiMacTel, Incis an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person callsThese calls are handled both on a live operator and automated operator basis
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or businessAll costs posted on the phone are for "coin calls only"There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call
Admittedly, any type of operator assisted phone call from a public access payphone is the most expensive type of phone call that can be madeThe majority of fees (regulatory, operator) are incurred upon connection of the phone callBased on your phone number, I have accessed your call records and issued the credit in the amount of $I will also escalate this matter to see why an incorrect rate quote was provided for the callThank you very much for bringing this matter to our attention, and please let me know if there are any other questions you may have that I can assist you with
Thank you,
*** ***
Account Manager
WiMacTel
(XXX) XXX-XXXX
***@wimactel.com
Initial Consumer Rebuttal /* (2000, 8, 2016/01/13) */
EMAIL FROM CONSUMER:
This matter has been resolvedThe company response was rapid and appropriateThank you for all you do for us consumers!
Final Consumer Response /* (2000, 9, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the company provided a rapid response and I was given a refund as I requestedThis matter can be closedThank you Revdex.com for all you do to help the consumer

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],

I apologize for the delay in responding to you, as I needed to gather all necessary...

information from our Payphone Service team as well as our accounting department. After review with accounting, it appears there was an error in our systems between when your phone equipment was removed and the disconnect appearing in our billing system. As of today, we have made sure the equipment in service will no longer be invoiced, as well as credited the invoices that were incorrectly sent because you were not in possession of phone equipment. You should no longer receive any invoices from WiMacTel, Inc. regarding this account. If you have any further questions or need any further information, please feel free to contact me and I shall do my [redacted] to assist you and gather any information you need.

Sincerely,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com

Initial Business Response /* (1000, 5, 2015/01/23) */
Dear [redacted],
I have accessed and reviewed your call records and have issued a full refund for the call in the amount of $34.09. This will appear on your account in 7-10 business days. If I can be of any further assistance, please feel...

free to contact me.
Thank you,
[redacted]
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E: [redacted]@wimactel.com
On Jan 22, 2015, at 11:41 AM, Jesse and [redacted] wrote:
The call was made at approximately 1220 EST on 1/16/15 - the last six digits of the american express card which was charged and which should be refunded is XXXXXX
thank you
[redacted]
From: [redacted]@wimactel.com
Date: Thu, 22 Jan 2015 07:13:16 -0600
Subject: Payphone Inquiry - [redacted]
To: [redacted]@hotmail.com
Dear Ms. [redacted],
My name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my pleasure to work this matter to resolution for you. I will need the last six digits of your credit card in order to identify your call along with the call date (if available). This way I can review your case and issue applicable adjustments to your account.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address below. I will await your information on the last six digits of your credit card (only the last six digits) so I may issue the adjustment to your credit card.
Thank you,
[redacted]
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E: [redacted]@wimactel.com

Initial Business Response /* (1000, 6, 2016/01/05) */
Dear Mr. [redacted],
My Name is [redacted] Diaz and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to...

resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. The majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 8, 2016/01/13) */
I have spoken with the business and resolved this dispute. They agreed to refund the charges in full.

Initial Business Response /* (1000, 5, 2015/07/17) */
Hello [redacted],
I have accessed your call records, and based on the frustrations you were faced with, have issued a full refund for the cost of the call. This credit should appear in your account within 7-10 business days. For future...

reference, any postings on the phone are typically for the cost of the phone call when using coins. Because of the variable rates (origination, destination, type of phone call), it is not possible to list all rates for operator-assisted phone calls on the payphones themselves, which is why there is an optional rate quote offered. Thank you for allowing WiMacTel to address your concerns and I hope I have provided you resolution. If you have any other questions, or need any further assistance, please feel free to contact me.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
On Jul 16, 2015, at 5:25 PM, [redacted] wrote:
Hi [redacted],
Thank you for the information. The last six digits of my card are XX XXXX XXXX. I appreciate any assistance you may be able to offer me.
[redacted]
On Thu, Jul 16, 2015 at 12:42 PM, [redacted] wrote:
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. Unfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Name
[redacted]
Email
[redacted]@gmail.com
Phone
N/A
Message
I was charged 21.08 for a 30-second phone call on 7/15/2015 at approximately 12:30 am. The phone listed the long-distance charge as $1. I expect the difference to be refunded. This incident has already been reported to the Revdex.com.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded the full amount of the call.

Initial Business Response /* (1000, 8, 2015/12/31) */
From: [redacted]@wimactel.com Subject: Collect Call Dispute - [redacted]
Date: December 18, 2015 at 11:22 AM To: [redacted]@gmail.com
Dear Ms. [redacted],
My Name is [redacted] and I am a representative of WiMacTel....

I am in receipt of your report of collect call charges on your phone bill. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
If you could, please provide me the phone number that was billed, I will access the call records associated with your phone bill, review and issue applicable adjustments.
Thank you,
[redacted] Account Manager WiMacTel
[redacted]@wimactel.com

Initial Business Response /* (1000, 5, 2014/03/05) */
Dear [redacted],
Thank you for contacting WiMacTel and allowing us the opportunity to address your concern.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number...

and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Most consumers have not been informed about the expense differences between a direct-dialed call and an operator assisted call; operator assisted calls incur more cost due to the numerous expenses associated with them., such as:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
WiMacTel is certainly willing to address the charge on a one-time basis and provide a resolution. Before I can proceed I need to find the call in our system; to do that I need you to please provide me with the telephone number that was called. As soon as I receive this information I promise you a quick reply and what I hope will be an acceptable resolution.
Thank you very much for contacting WiMacTel Customer Service; I look forward to your reply.
[redacted]
WiMacTel Customer Service
Final Consumer Response /* (2000, 12, 2014/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has emailed me and said they are willing to reduce the charge to $22.70, one-third of the original charge, and I indicated that I am willing to accept that.

I made a phone call using a WiMacTel pay phone at the MSP airport. The phone says that phone calls are $1.00. I used my credit card for a 2 minute phone call and was charged $12.49. I called customer service, and they refunded $9.99. I agreed that was a satisfactory resolution to the problem. I still feel that $2.50 is a steep price for a 2 minute call, and from complaints lodged on Revdex.com, it seems that this is standard practice. My advice is to definitely call WiMacTel customer service if you have been charged over $10 for a call that lasts less than 5 minutes.

Initial Business Response /* (1000, 8, 2015/01/27) */
[redacted]
Jan 12
to [redacted], bcc: rcollins
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my...

pleasure to work this matter to resolution for you. I will need the last six digits of your credit card in order to identify your call. This way I can review your case and issue applicable adjustments to your account.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
I have provided my contact information below and will await your response with the last six digits of your card so I may promptly resolve this matter for you.
Thank you,
[redacted]
Account Manager
WiMacTel, Inc.
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (3000, 10, 2015/01/28) */
Maite, thank you for taking the time to check on my complaint.
I´m forwarding you the email that I got from them.
I will wait for the credit on my debit card and I´ll inform you as soon as this gets resolved.
Thank you again
________________________________________
From: [redacted]@wimactel.com
Subject: Re: Payphone Inquiry
Date: Tue, 27 Jan 2015 20:27:40 -0600
To: @hotmail.com
Mr.,
After reviewing your call records, I have issued an adjustment to your credit card for 75% for the cost of each call, $17.54/call. This credit should appear to your account in 7-10 business days.
Please contact me should you have any further concerns.
Thank you,
[redacted]
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E: 4509
[redacted]@wimactel.com
Begin forwarded message:
From: [redacted]
Subject: Payphone Inquiry -
Date: January 12, 2015 at 11:30:54 AM CST
To: @hotmail.com
Dear Mr. ,
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges from a phone call. It will be my pleasure to work this matter to resolution for you. I will need the last six digits of your credit card in order to identify your call. This way I can review your case and issue applicable adjustments to your account.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center
None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
I have provided my contact information below and will await your response with the last six digits of your card so I may promptly resolve this matter for you.
Thank you,
[redacted]
Account Manager
WiMacTel, Inc.
(XXX) XXX-XXXX
[redacted]@wimactel.com
Final Business Response /* (4000, 12, 2015/02/11) */
[redacted]
Feb 7 (4 days ago)
to me
Hope this email finds you well, I just wanted to let you know that I haven't received any refund on my 2 charges.
Please let me know when I should be expecting the refund.
Thank you
[redacted]
Feb 8 (3 days ago)
to [redacted]
Mr. [redacted],
I am sorry if you have not received this credit. On my end it looks as though it was issued based on our weekly list of refunds, however I have sent an e-mail to our accounting team to check on it when they come in tomorrow. As soon as I hear back from them, I will let you know.
Thank you,
[redacted]
Account Manager
WiMacTel
[redacted]@wimactel.com
CONFIDENTIALITY STATEMENT: This communication is intended only for the use of the person or entity named above in confidence. Communication or circulation of any information contained herein is strictly prohibited. If you have received this communication in error, please notify us immediately by return email and then destroy or delete this communication. Thank you for your cooperation.
[redacted]
Feb 9 (2 days ago)
to [redacted]
Mr. [redacted],
I have double-checked and on our end we are showing that the credit has been processed and issued. The transaction date was the 27th of January and sometimes it does take 7-10 business days. If you have not received this in your account by Wednesday this week, please get back with me and I will see what the next step we can take is.
[redacted]
Feb 9 (2 days ago)
to me
I'll let you know on Wednesday either way.
Thank you
[redacted]
12:08 PM (3 hours ago)
to [redacted]
Mr. [redacted],
I am curious if your credit was ever posted to your account 1/27/15 through now? Please get back with me, so if need be, I can have a reimbursement check sent today. As I said, according to our records it was processed 1/27/15 with no error message, but it is important to me that you receive your credit.
Thank you,
[redacted]
3:24 PM (8 minutes ago)
to me
It shows on my statement now!
Thank you very much

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted], Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Hello Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of...

charges on your credit card. I had initially received notice of your complaint from the Port of Portland Authority and attempted contacting you by phone, however your voicemail stated you would be out of touch until September. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. Also, all of the regulatory and location fees and surcharges associated with an operator services call is incurred upon call connection. This does make the cost of an operator assisted phone call from a public access payphone absolutely one of the most expensive types of phone calls there are.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call. You are correct that rates are not posted on the phone, as with operator service the rates differentiate based on the type of call (collect, calling card, credit card, etc.), whether the call is local, intrastate or interstate and also whether a live or automated operator is used. There should be signage on every payphone that calls made without coins are subject to higher costs and operator assistance charges as well as instructions on how to obtain rates prior to connecting a phone call.
I absolutely understand your frustration you were met with that a call was much higher than expected and I would like to do whatever I can to assist you with this matter. I also would like to access the call detail so that I may verify correct signage is at the exact payphone you used. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative promptly offered a refund. Thank-you for your help!

Initial Business Response /* (1000, 5, 2015/12/18) */
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to...

resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. The majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Charged $21 for a call that lasted less than 2 minutes
On 12/02/2015 I used a WiMacTel pay phone to make a phone call in Bainbridge Island, Washington. As I did not have any coins on me at the time, I used my Visa debit card to pay. If there was in fact any warning about the exorbitant charges applied to those who pay by card, it must have been in very small and inconspicuous font. Therefore, I naturally assumed that the rate would be the same as it would be if I paid with cash. Upon checking my online banking statement the following day, I discovered that I was charged $20.93 for this one phone call which lasted less than two minutes. Being charged over $20 for a phone call that lasted less than two minutes is obviously completely ridiculous and unreasonable, even more so when coupled with the fact that charges were applied without adequate warning.

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Ms. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on...

your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business, which are the prices that are physically posted on the phones.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
Admittedly, using your credit card at a public access payphone is the most expensive type of phone call that can be made. Unfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone call. If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
I made two call from a pay phone at Seatac Airport and I was charged $22.00 for the first call and $23.27 for the second. Posted rate was $1/minute.
On July 23rd 2015 I made two phone calls from a payphone at Seatac Airport. The phone clearly stated that the rate was $1 per minute. Both calls were no more than a few minutes long. I used my debit card for both calls and I was astonished to see two charges for over $20 for these calls. I was charged $23.47 for the first call and $22.00 for the second. That's a total of $45.47. I was expecting to pay around $5 total for the two calls. I was not given any sort of billing information when I inserted my card and dialed the number. The only indication that I had in regards to charges/rates was the posted rate of $1 per minute which was located on the payphone itself. I would like a refund for the excess charges. I am perfectly fine with being charged the posted rate of $1 per minute.
Consumer's Desired Resolution:
I am asking that the excess charges be refunded and that I only get charged for the $1 per minute rate that was clearly posted on the payphone.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business agreed to refund my money.
Thank you!

Dear [redacted],My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges on a phone bill from WiMacTel for a collect call. It will be my pleasure to answer any questions you may have and work this matter to resolution with you....

WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:ValidationBilling & CollectionBad debtLive operator staffing (amortized over all calls)Credit card processing fees and compliance requirementsCustomer service centerNone of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business. All costs posted on the phone are for "coin calls only". There is signage that also states the use of a credit card or placing a collect call is subject to operator services fees.To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.Admittedly, placing an operator assisted call from a public access payphone is the most expensive type of phone call that can be made. The majority of fees (regulatory, operator) are incurred upon connection of the phone call. As far as the difference between what the agent showed the billed amount versus what you were actually billed, I will make sure all agents are aware of what is billed. We show in our call detail what a USF fee as well as taxes should be, although that detail is not sent for a direct bill or a [redacted] call, as the [redacted] will bill that on their own. Based on the situation, length of call and being unaware of the increased rates, I can offer a 75% refund on this call. This would take the dollar amount of the call to $7.69. You can absolutely pay by money order (another thing I will instruct our agents). If you do, please include either the invoice number or account number on the money order, in case the coupon is not received with it. If you have any other questions or need additional assistance, please feel free to contact me.Thank you,[redacted]Account ManagerWiMacTel[redacted]Ridiculously overcharged collect call. Company telling me different amounts for the same bill. Company telling me different "reasons" for high bill. On 1/16/2016, my cousin called me collect from the number [redacted] at the airport in Chicago, IL to my home phone at [redacted]. The phone call lasted just shy of three minutes long. I received a bill in the mail on 2/22/2016 from WiMacTel, with a Jacksonville, FL address, and phone number to contact at [redacted]. I was unable to contact anyone via that phone number. The bill is dated for 2/19/2016 with invoice # [redacted]. The bill clearly states the date, time, phone numbers involved in the call, the type of call, length, and the amount. The amount on the bill says $30.75. When I called the company for the third time and actually spoke to someone regarding the account, the lady told me that the amount on the bill is incorrect, that the amount is $40.06! When I asked her if she was serious, that the bill is not really for the $30.75, but $40.06 she proceeded to tell me "oops, no it is actually $55.04" I asked her to explain, or to connect me with someone who could, why the bill was so ridiculously high for a measly 3 minute call, and why she was telling me two different amounts that are different than the bill. She gave me the reasons of location of calls, amount of time spent on the call, and even that "too many operators" were involved in the connection of said call, and could not explain the different amounts. When I asked how I could pay the $30.75 amount stated on the bill, she said I could either pay over the phone with my credit or debit card, or with a legitimate check from my bank account. I made it very clear that I don't have checks and don't trust to pay over the phone and offered to pay with a money order. She told me that was not going to be possible. I had read other reviews regarding this company and paying over the phone, so I do not trust to pay over the phone. When my cousin placed the call and when I received the call there was at no point any explanation of charges.

Initial Business Response /* (1000, 5, 2014/12/02) */
Thank you for your prompt response for requested information. I have issued a refund on the three calls at $16.49 each to your credit card. Please allow 7-10 business days for these credits to appear on your credit card.
Thank you for...

your service with WiMacTel and we hope we can be of service to you in the future.
[redacted]
Account Manager
WiMacTel, Inc.
(XXX) XXX-XXXX

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of...

charges on your credit card. It will be my pleasure to answer any questions you may have and work this matter to resolution with you.
WiMacTel, Inc. is an operator services provider; as such, we process calling card, credit card, collect, billed to third number and person-to-person calls. These calls are handled both on a live operator and automated operator basis.
Processing these type of calls is admittedly more expensive than a direct dial, 1+A/C +number, call would be as there are numerous expenses incurred by the operator services provider; some of these are as follows:
Validation
Billing & Collection
Bad debt
Live operator staffing (amortized over all calls)
Credit card processing fees and compliance requirements
Customer service center

None of these expenses are associated with coin-paid direct-dial calls placed from a pay telephone or direct-dialed calls placed from a residence or business.
To help consumers to make an informed decision when placing an operator assisted call (either automated operator or live operator), WiMacTel does offer a rate quote; this is option number three in the automated voice response system. Unfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their call.
If you could, please provide me the last 6 digits of your credit card, I will access the call records associated with your credit card charge, review and issue applicable adjustments.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com