WiMacTel, Inc (US Operations)

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, 2015/08/12) */
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

Initial Business Response /* (1000, 5, 2015/02/24) */
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, it would be my pleasure to resolve this...

matter for 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.
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 the 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.
As you have explained the circumstances in your email, I have contacted our accounting department and asked them to issue you a refund in the amount of $13.60. This should be received by you in 2-3 weeks. If you have any further questions, I may be reached by e-mail or at (XXX) XXX-XXXX.
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.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund of about 3/4 original charge. This makes the charge on the collect call much more reasonable. (Efforts of everyone involved appreciated.)

Initial Business Response /* (1000, 5, 2015/03/20) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.comz
Dear [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.
My first concern is absolutely the satisfaction of the consumer. If the payphone you were using was not accepting your change, and you were at the airport, this means many people could be having the same issue. I am glad your credit card company was able to reimburse you for the charges, as I would do the same to keep you from being dissatisfied. If it is possible, I would like to access your call records so that I may get the payphone number you were calling from so I may issue a ticket within our company so we may service this phone, so no one else is left in your position of needing to use their credit card and being caught unaware at the expense of a credit card call from a public access payphone. As far as being transferred to the customer service number and being dropped, I also apologize for that. We have had a couple issues with our phone systems the past couple days that have now been resolved.
Knowing that we had a few problems on our end with the customer service center at the time you were trying to resolve your issues, I would like to issue you a complimentary calling card for $10 for you to use at your convenience. I will send you the information in a separate e-mail that includes the calling card number and PIN. If you have any further questions, please feel free to contact me.
Thank you,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com

I used a WiMacTel pay phone in the Spokane International Airport on Nov. 18th. It was advertised as costing $1 for the first minute with some additional charge if coins were not used. There were no additional indications on the phone or in the call of what those charges would be. My call was 20 seconds long. Days later I found a charge of $17.41 for that phone call--as I learned later, $4 for a "funds check", $8.35 for "connecting the call", and $5.07 for the call itself. Wimactel refused to reverse the additional charges. When confronted on the phone about how misleading this was, the support representative eventually agreed to lower the charge to $12 after "checking if there was anything they could do". After I asserted that this is still unacceptable and after some additional conversation, the representative agreed to lower the total charge to $6.10.
While this may arguably not be illegal, it is highly deceptive, was falsely advertised, and is entirely unethical. (Some would call it literally highway robbery of the vulnerable souls who don't have smart phones.) What is worse, this company is fully aware of this and has built-in scripts for their customer support people that allow them to "escalate" multiple times for anyone complaining, eventually lowering it to a more "acceptable" charge that is still *SIX* times the cost of a coin call. In a day where Skype calls are $0.03/minute, this is utterly ridiculous. The deceptive advertising is the worst, though.
I also plan to file a formal complaint at Spokane International Airport requesting that all such WiMacTel payphones be explicitly labeled with a warning sticker that "up to the first minute costs $17" or that all such WiMacTel payphones be removed from the airport altogether. There is no reason they should be doing their own customers the disservice of allowing such service as WiMacTel offers on the premises of their business.

Initial Business Response /* (1000, 5, 2015/08/18) */
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. 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. Because of the situation you were met with (the phone would not accept coins), I would absolutely like to credit you for your concerns as well as make a report that the phone may possibly need service. 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 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

Final Consumer Response /* (2000, 6, 2015/12/02) */
Hi wimactel contacted me and refund almost all my money and charged me $5 only. Thank you for registering my complaint. My issues has been resolved.

Initial Business Response /* (1000, 5, 2015/04/02) */
Contact Name and Title: [redacted] Account Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@wimactel.comz
Dear [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.
As I stated, I would like to work this matter to resolution for you, so 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 to your account.
Thank you,
[redacted]
Account Manager
WiMacTel
O: (XXX) XXX-XXXX
C: (XXX) XXX-XXXX
E: [redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 7, 2015/04/02) */
Dear [redacted]
I have been contacted by the merchant and they have agreed to issue a full refund for the call. I will let you know if they do not follow through.
Thanks for your assistance,
[redacted]

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

Dear [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 ManagerWiMacTel
[redacted]
[redacted]
Customer’s Statement of the Problem:I made 4 calls from a payphone on 3/7/16 when I was stranded and unable to unlock my car (with my cell phone inside) at a gas station in rural Georgia off I-20. The calls to my wife and to a tow service were no more than a few minutes each and yet I was charged $63.39! ($23.81, $19.40, $10.09, and $10.09). Posted rate was $1 per minute with no mention of different rates for credit cards. No voice prompts informed me either. This is exorbitant, predatory and intentionally misleading. I wouldn't have made the call knowing the rates, instead finding someone with a phone I could borrow.

Initial Business Response /* (1000, 5, 2015/08/18) */
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. 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. Because of the situation you were met with (the phone would not accept coins), I would absolutely like to credit you for your concerns as well as make a report that the phone may possibly need service. 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

Our records show a total of seven collect attempts to ###-###-#### between the dates of December 8, 2016 and December 12, 2016.  While we see five calls were not accepted, our records show two calls were accepted.   The completed collect call on December 8 had a call duration of 53...

seconds.  Another completed collect call, which was on December 12, had a call duration of 3:28 minutes.
As a good faith gesture, and if acceptable, we will credit the charges in full for both calls.  The total credit amount is $61.95, which includes taxes and regulatory fees.Tell us why here...

Initial Business Response /* (1000, 10, 2014/02/04) */
Dear [redacted],
Tank you for allowing us the opportunity to address your concern.
We have issued a Refund for $56.58 to your telephone account. This will take two or three billing cycles to be reflected on your statement. The...

reference number for your refund is XXXXX.
If you have any other question please let me know.
[redacted]
WiMacTel Customer Service

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Ms. [redacted],
My Name is [redacted] and I am a representative of WiMacTel. I am in receipt of your report of charges 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:
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, any type of operator assisted phone 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. Based on your phone number, I have accessed your call records and issued the credit in the amount of $5.76. I will also escalate this matter to see why an incorrect rate quote was provided for the call. Thank 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,
[redacted]
Account Manager
WiMacTel
(XXX) XXX-XXXX
[redacted]@wimactel.com
Initial Consumer Rebuttal /* (2000, 8, 2016/01/13) */
EMAIL FROM CONSUMER:
This matter has been resolved. The company response was rapid and appropriate. Thank 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 requested. This matter can be closed. Thank you Revdex.com for all you do to help the consumer.

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, 2014/07/29) */
Dear Mr. [redacted],
Thank you for your email today regarding your concern; I have reviewed the call information and based on your complaint I offer the following resolution; the total cost of the call was $16.59. A credit in the amount of...

$6.64 was issued on July 24, 2014 I have issued an additional credit in the amount of $9.35 bring total credit to $ $15.99
WiMacTel acknowledges that a payphone call is the most expensive type of call you can make today. Unfortunately to the cost for offering and maintain this service is also high. It is WiMacTel intent to offer this service of convenience and not cause undue grief.
Call credit will be applied to your bank account within 7-10 business days Thank you very much for giving WiMacTel the opportunity to address your concern; my contact number and e-mail address are provided below should you have any further concerns related to this matter.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

I spoke with the customer via email.  Our records show the second call lasted 5:36 minutes.  The customer stated the second call was disconnected less than 2 minutes into the call so I issued credit for the full $22.00.   The other concern the customer wrote about was the delayed...

billing.  I explained that Credit/Debit card records are normally sent out for billing daily.  However, on 4/14/2017, we identified an issue that caused some credit/debit card charges from going out for billing.  This cause was identified and corrected on 4/14/2017.  This is the reason for the delayed billing.  I believe I was able to satisfy the customers concerns.

Initial Business Response /* (1000, 5, 2014/05/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@wimactel.com
Dear Mr. [redacted],
WiMacTel has processed an adjustment to your credit card in the amount of $41.90 on 5/29/2014 this credit may take...

up to 7-10 business day before it will be posted to your bank account.
I see the call you placed was through the automated system and the rate quote should have been made available, it is the third option within the call prompts and sometimes is bypassed. I do understand what you are requesting to making the rate quotes a clearer option and it is something we are exploring how to better educate the consumers as to the high cost of an operator assisted call.
WiMacTel is seeking to improve the customer experience, in an area of service that is costly to provide and maintain equipment, provide the connectivity for communication when today's technology fails or is not accessible like a wireless phone. I appreciate you allowing me the opportunity to address this matter. Please let me know if I can do anything else for you.