Initial Business Response / [redacted] (1000, 5, 2014/10/15) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wimactel.com My Name is [redacted] 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 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, 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 Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address belowI 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
Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ Dear ***, Thank you for contacting WiMacTel and allowing us the opportunity to address your concern 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 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 systemUnfortunately, 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 resolutionBefore 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 calledAs 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 / [redacted] (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
Using a WIMACTEL pay phone, I placed a local phone callThe sticker read local phone calls $for minutes, however the LCD screen read CARDS ONLYUpon dialing the number I was asked to swipe a credit cardI opted to hang up and try again in hope for a quoteIt was the same automated message and I found myself pulling out a credit card not thinking of the possibilitiesMy credit card had been pre-authorized $for a 2-minute and second local phone callI emailed WIMACTEL about the temporary authorization to no avail, this I can appreciate as the transaction had not posted to the account yetWhen the transaction was complete, I called customer service to inquire about the amount charged to my card, and impatiently in the end the agent refunded 35% of the callIt still is not clear how a local 4-minute coin call would have cost $and a local 2-minute credit card cost’s $I was not interested in a complete refund, however, I had hoped the agent would be a bit more flexibleIn my attempt to further understand, the agent replied “That is why I am offering you a 35% discount, what is your name?” With that reply, my rating went from positive to negative, lesson learned
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ From: [redacted] ***@wimactel.com Subject: Collect Call Dispute - [redacted] Date: December 18, at 11: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 billIt 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 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 / [redacted] (1000, 5, 2014/10/09) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wimactel.com Thank you for your email 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 $A credit in the amount of $was issued today September 24, I have issued a subsequent credit in the amount of $therefore leaving a balance due to $The credit of September 24th should have already posted to your bank statementThe credit I issued today should post to your bank account within the next 7-business days 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 highIt is WiMacTel intent to offer this service of convenience and not cause undue grief 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 Sincerely, [redacted] WiMacTel General Manager OS/ DA/ CC Services XXX-XXX-XXXX Office On Wed, Oct 8, at 10:PM, [redacted] wrote: Hi, I'm [redacted] My card ends in XXXXXXThe charge on my statement is sept22nd Sent from my iPhone On Oct 8, 2014, at 4:PM, " [redacted] " wrote: My Name is [redacted] 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 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, 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 Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address belowI 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amount credited to my account was $not $The additional $does not bring the cost of the phone call down to $The charge totals $minus the $I got back still leaves $Not satisfied Final Business Response / [redacted] (4000, 10, 2014/10/20) */ The total cost of the call was $I made an error in the calculation and due to this I have now credit the entire balance in fullI apologize for my error the delay in resolving this issuePlease let me know if I can be of any further assistance The final credit may take up to 7-business day to post to your account
Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@wimactel.comz Dear ***, My Name is [redacted] 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 As I stated, I would like to work this matter to resolution for you, so if 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 to your account Thank you, [redacted] Account Manager WiMacTel O: (XXX) XXX-XXXX C: (XXX) XXX-XXXX E: [redacted] ***@wimactel.com Initial Consumer Rebuttal / [redacted] (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 callI will let you know if they do not follow through Thanks for your assistance, [redacted]
Dear [redacted] , My Name is [redacted] 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 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 feesTo 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, using your credit card at 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 callIf 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 Thank you, [redacted] ***Account ManagerWiMacTel [redacted] Customer’s Statement of the Problem:I made calls from a payphone on 3/7/when I was stranded and unable to unlock my car (with my cell phone inside) at a gas station in rural Georgia off I-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 $per minute with no mention of different rates for credit cardsNo voice prompts informed me eitherThis is exorbitant, predatory and intentionally misleadingI wouldn't have made the call knowing the rates, instead finding someone with a phone I could borrow
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] , Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Hello Mr [redacted] , My Name is [redacted] and I am a representative of WiMacTelI am in receipt of your report of charges on your credit cardI 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 SeptemberIt 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 businessAlso, all of the regulatory and location fees and surcharges associated with an operator services call is incurred upon call connectionThis 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 systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their callYou 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 usedThere 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 matterI also would like to access the call detail so that I may verify correct signage is at the exact payphone you usedIf 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 Thank you, [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The representative promptly offered a refundThank-you for your help!
I made a phone call using a WiMacTel pay phone at the MSP airportThe phone says that phone calls are $I used my credit card for a minute phone call and was charged $I called customer service, and they refunded $I agreed that was a satisfactory resolution to the problemI still feel that $is a steep price for a minute call, and from complaints lodged on Revdex.com, it seems that this is standard practiceMy advice is to definitely call WiMacTel customer service if you have been charged over $for a call that lasts less than minutes
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ From: [redacted] ***@wimactel.com Subject: Collect Call Dispute - [redacted] Date: December 18, at 11:AM To: [redacted] @gmail.com Dear Ms [redacted] , My Name is [redacted] and I am a representative of WiMacTelI am in receipt of your report of collect call charges on your phone billIt 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 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 / [redacted] (1000, 6, 2015/04/13) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@wimactel.comz Dear Ms***, My Name is [redacted] 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, [redacted] Account Manager WiMacTel ***@wimactel.com
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Dear Mr***, My Name is [redacted] 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, [redacted] 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 / [redacted] (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 / [redacted] (1000, 5, 2015/08/03) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Dear Ms***, My Name is [redacted] 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, 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 systemUnfortunately, 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 madeUnfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone callIf 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 Thank you, [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com I made two call from a pay phone at Seatac Airport and I was charged $for the first call and $for the secondPosted rate was $1/minute On July 23rd I made two phone calls from a payphone at Seatac AirportThe phone clearly stated that the rate was $per minuteBoth calls were no more than a few minutes longI used my debit card for both calls and I was astonished to see two charges for over $for these callsI was charged $for the first call and $for the secondThat's a total of $I was expecting to pay around $total for the two callsI was not given any sort of billing information when I inserted my card and dialed the numberThe only indication that I had in regards to charges/rates was the posted rate of $per minute which was located on the payphone itselfI would like a refund for the excess chargesI am perfectly fine with being charged the posted rate of $per minute Consumer's Desired Resolution: I am asking that the excess charges be refunded and that I only get charged for the $per minute rate that was clearly posted on the payphone Initial Consumer Rebuttal / [redacted] (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!
Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Dear Mr [redacted] , My Name is [redacted] 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 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, using your credit card at 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 callIf 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 Thank you [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com Charged $for a call that lasted less than minutes On 12/02/I used a WiMacTel pay phone to make a phone call in Bainbridge Island, WashingtonAs I did not have any coins on me at the time, I used my Visa debit card to payIf 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 fontTherefore, I naturally assumed that the rate would be the same as it would be if I paid with cashUpon checking my online banking statement the following day, I discovered that I was charged $for this one phone call which lasted less than two minutesBeing charged over $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 / [redacted] (1000, 5, 2015/06/17) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@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 departmentAfter 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 systemAs 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 equipmentYou should no longer receive any invoices from WiMacTel, Incregarding this accountIf 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 ***@wimactel.com
Our records show a total of seven collect attempts to ###-###-#### between the dates of December 8, and December 12, While we see five calls were not accepted, our records show two calls were accepted The completed collect call on December had a call duration of seconds Another completed collect call, which was on December 12, had a call duration of 3: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 / [redacted] (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 $A credit in the amount of $was issued on July 24, I have issued an additional credit in the amount of $bring total credit to $ $ WiMacTel acknowledges that a payphone call is the most expensive type of call you can make todayUnfortunately to the cost for offering and maintain this service is also highIt 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-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 / [redacted] (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/02/26) */ Dear ***, 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. 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: LEC billing fees Credit card processing fees Validation expense to verify the billing method Live operator center (this expense is amortized over all call types) Bad debt (amortized over all call types) Customer service center LEC Billing processing company. You indicated that the pay telephone said the charge would be $1.00. All of the charges posted on the pay telephone are related to calls paid for by coin deposit. Charges 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 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. For me to proceed in helping you further, I need to find the call in our system; please provide me with the telephone number that was called or the last four digits of the credit card used to pay for the call (if applicable). Once I have this information and review the billing I will be able to provide you with a resolution. Thank you very much for giving WiMacTel the opportunity to address your concern; I will await your reply. ***, WiMacTel Customer Service
We were able to locate a call record which matches the details provided. The call from Honolulu International Airport on 6/5/2017 06:11:42 in the amount of $23.15 and was charged to a credit card ending in *** The complaint states the call was placed to a toll-free number. The number called was actually a phone number with area code 210. It was not a toll-free number. The complaint states it was a short duration call. The duration of the call was 27.3 minutes. There are a few types of calls that can be placed from payphones. You can dial *** or a toll-free number at no cost. You can use coins to pay for the call and those rates are typically posted on the phone. You can use a calling card and follow the directions on the back of the card. If you pay for the call using anything other than coins, or if you do not use the instructions on the back of a calling card, operator assistance is required. Operator assistance can mean a live operator assists you or it can be an automated operator. In this case, your call was processed by an automated operator. Processing these type of calls is admittedly much more expensive than a direct dial call would be as there are numerous expenses incurred by the operator services provider. Some of the expenses include validation, bad debt, credit card processing fees and compliance requirements, live operator staffing (amortized over all calls) and customer service center staffing. 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. Because most people use a cell phone these days, there are fewer people using payphones or requiring the assistance of an operator. This drives the costs up even more. Thankfully, there are still a few payphones around so we have that option when necessary. 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.To resolve the matter, a credit has been issued to the credit card in the amount of $20.00. The confirmation number for the credit is [redacted] .
Initial Business Response / [redacted] (1000, 5, 2014/12/02) */ Thank you for your prompt response for requested informationI have issued a refund on the three calls at $each to your credit cardPlease allow 7-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 / [redacted] (1000, 5, 2014/10/15) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wimactel.com My Name is [redacted] 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 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, 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 Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address belowI 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
Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ Dear ***, Thank you for contacting WiMacTel and allowing us the opportunity to address your concern 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 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 systemUnfortunately, 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 resolutionBefore 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 calledAs 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 / [redacted] (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
Using a WIMACTEL pay phone, I placed a local phone callThe sticker read local phone calls $for minutes, however the LCD screen read CARDS ONLYUpon dialing the number I was asked to swipe a credit cardI opted to hang up and try again in hope for a quoteIt was the same automated message and I found myself pulling out a credit card not thinking of the possibilitiesMy credit card had been pre-authorized $for a 2-minute and second local phone callI emailed WIMACTEL about the temporary authorization to no avail, this I can appreciate as the transaction had not posted to the account yetWhen the transaction was complete, I called customer service to inquire about the amount charged to my card, and impatiently in the end the agent refunded 35% of the callIt still is not clear how a local 4-minute coin call would have cost $and a local 2-minute credit card cost’s $I was not interested in a complete refund, however, I had hoped the agent would be a bit more flexibleIn my attempt to further understand, the agent replied “That is why I am offering you a 35% discount, what is your name?” With that reply, my rating went from positive to negative, lesson learned
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ From: [redacted] ***@wimactel.com Subject: Collect Call Dispute - [redacted] Date: December 18, at 11: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 billIt 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 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 / [redacted] (1000, 5, 2014/10/09) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @wimactel.com Thank you for your email 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 $A credit in the amount of $was issued today September 24, I have issued a subsequent credit in the amount of $therefore leaving a balance due to $The credit of September 24th should have already posted to your bank statementThe credit I issued today should post to your bank account within the next 7-business days 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 highIt is WiMacTel intent to offer this service of convenience and not cause undue grief 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 Sincerely, [redacted] WiMacTel General Manager OS/ DA/ CC Services XXX-XXX-XXXX Office On Wed, Oct 8, at 10:PM, [redacted] wrote: Hi, I'm [redacted] My card ends in XXXXXXThe charge on my statement is sept22nd Sent from my iPhone On Oct 8, 2014, at 4:PM, " [redacted] " wrote: My Name is [redacted] 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 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, 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 Thank you very much for giving WiMacTel the opportunity to address your concern; I have provided my contact number and e-mail address belowI 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amount credited to my account was $not $The additional $does not bring the cost of the phone call down to $The charge totals $minus the $I got back still leaves $Not satisfied Final Business Response / [redacted] (4000, 10, 2014/10/20) */ The total cost of the call was $I made an error in the calculation and due to this I have now credit the entire balance in fullI apologize for my error the delay in resolving this issuePlease let me know if I can be of any further assistance The final credit may take up to 7-business day to post to your account
Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@wimactel.comz Dear ***, My Name is [redacted] 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 As I stated, I would like to work this matter to resolution for you, so if 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 to your account Thank you, [redacted] Account Manager WiMacTel O: (XXX) XXX-XXXX C: (XXX) XXX-XXXX E: [redacted] ***@wimactel.com Initial Consumer Rebuttal / [redacted] (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 callI will let you know if they do not follow through Thanks for your assistance, [redacted]
Dear [redacted] , My Name is [redacted] 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 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 feesTo 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, using your credit card at 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 callIf 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 Thank you, [redacted] ***Account ManagerWiMacTel [redacted] Customer’s Statement of the Problem:I made calls from a payphone on 3/7/when I was stranded and unable to unlock my car (with my cell phone inside) at a gas station in rural Georgia off I-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 $per minute with no mention of different rates for credit cardsNo voice prompts informed me eitherThis is exorbitant, predatory and intentionally misleadingI wouldn't have made the call knowing the rates, instead finding someone with a phone I could borrow
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] , Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Hello Mr [redacted] , My Name is [redacted] and I am a representative of WiMacTelI am in receipt of your report of charges on your credit cardI 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 SeptemberIt 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 businessAlso, all of the regulatory and location fees and surcharges associated with an operator services call is incurred upon call connectionThis 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 systemUnfortunately, there are times when consumers either miss hearing the option or simply ignore it and proceed with their callYou 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 usedThere 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 matterI also would like to access the call detail so that I may verify correct signage is at the exact payphone you usedIf 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 Thank you, [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The representative promptly offered a refundThank-you for your help!
I made a phone call using a WiMacTel pay phone at the MSP airportThe phone says that phone calls are $I used my credit card for a minute phone call and was charged $I called customer service, and they refunded $I agreed that was a satisfactory resolution to the problemI still feel that $is a steep price for a minute call, and from complaints lodged on Revdex.com, it seems that this is standard practiceMy advice is to definitely call WiMacTel customer service if you have been charged over $for a call that lasts less than minutes
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ From: [redacted] ***@wimactel.com Subject: Collect Call Dispute - [redacted] Date: December 18, at 11:AM To: [redacted] @gmail.com Dear Ms [redacted] , My Name is [redacted] and I am a representative of WiMacTelI am in receipt of your report of collect call charges on your phone billIt 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 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 / [redacted] (1000, 6, 2015/04/13) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@wimactel.comz Dear Ms***, My Name is [redacted] 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, [redacted] Account Manager WiMacTel ***@wimactel.com
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Dear Mr***, My Name is [redacted] 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, [redacted] 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 cas
t 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 / [redacted] (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 / [redacted] (1000, 5, 2015/08/03) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@wimactel.com Dear Ms***, My Name is [redacted] 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, 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 systemUnfortunately, 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 madeUnfortunately for the consumer, the majority of fees (regulatory, operator) are incurred upon connection of the phone callIf 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 Thank you, [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com I made two call from a pay phone at Seatac Airport and I was charged $for the first call and $for the secondPosted rate was $1/minute On July 23rd I made two phone calls from a payphone at Seatac AirportThe phone clearly stated that the rate was $per minuteBoth calls were no more than a few minutes longI used my debit card for both calls and I was astonished to see two charges for over $for these callsI was charged $for the first call and $for the secondThat's a total of $I was expecting to pay around $total for the two callsI was not given any sort of billing information when I inserted my card and dialed the numberThe only indication that I had in regards to charges/rates was the posted rate of $per minute which was located on the payphone itselfI would like a refund for the excess chargesI am perfectly fine with being charged the posted rate of $per minute Consumer's Desired Resolution: I am asking that the excess charges be refunded and that I only get charged for the $per minute rate that was clearly posted on the payphone Initial Consumer Rebuttal / [redacted] (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!
Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Dear Mr [redacted] , My Name is [redacted] 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 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, using your credit card at 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 callIf 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 Thank you [redacted] Account Manager WiMacTel (XXX) XXX-XXXX ***@wimactel.com Charged $for a call that lasted less than minutes On 12/02/I used a WiMacTel pay phone to make a phone call in Bainbridge Island, WashingtonAs I did not have any coins on me at the time, I used my Visa debit card to payIf 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 fontTherefore, I naturally assumed that the rate would be the same as it would be if I paid with cashUpon checking my online banking statement the following day, I discovered that I was charged $for this one phone call which lasted less than two minutesBeing charged over $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 / [redacted] (1000, 5, 2015/06/17) */ Contact Name and Title: [redacted] Account Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@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 departmentAfter 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 systemAs 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 equipmentYou should no longer receive any invoices from WiMacTel, Incregarding this accountIf 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 ***@wimactel.com
Our records show a total of seven collect attempts to ###-###-#### between the dates of December 8, and December 12, While we see five calls were not accepted, our records show two calls were accepted The completed collect call on December had a call duration of seconds Another completed collect call, which was on December 12, had a call duration of 3: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 / [redacted] (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 $A credit in the amount of $was issued on July 24, I have issued an additional credit in the amount of $bring total credit to $ $ WiMacTel acknowledges that a payphone call is the most expensive type of call you can make todayUnfortunately to the cost for offering and maintain this service is also highIt 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-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 / [redacted] (2000, 7, 2014/07/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2014/02/26) */ Dear ***, 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. 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: LEC billing fees Credit card processing fees Validation expense to verify the billing method Live operator center (this expense is amortized over all call types) Bad debt (amortized over all call types) Customer service center LEC Billing processing company. You indicated that the pay telephone said the charge would be $1.00. All of the charges posted on the pay telephone are related to calls paid for by coin deposit. Charges 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 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. For me to proceed in helping you further, I need to find the call in our system; please provide me with the telephone number that was called or the last four digits of the credit card used to pay for the call (if applicable). Once I have this information and review the billing I will be able to provide you with a resolution. Thank you very much for giving WiMacTel the opportunity to address your concern; I will await your reply. ***, WiMacTel Customer Service
We were able to locate a call record which matches the details provided. The call from Honolulu International Airport on 6/5/2017 06:11:42 in the amount of $23.15 and was charged to a credit card ending in *** The complaint states the call was placed to a toll-free number. The number called was actually a phone number with area code 210. It was not a toll-free number. The complaint states it was a short duration call. The duration of the call was 27.3 minutes. There are a few types of calls that can be placed from payphones. You can dial *** or a toll-free number at no cost. You can use coins to pay for the call and those rates are typically posted on the phone. You can use a calling card and follow the directions on the back of the card. If you pay for the call using anything other than coins, or if you do not use the instructions on the back of a calling card, operator assistance is required. Operator assistance can mean a live operator assists you or it can be an automated operator. In this case, your call was processed by an automated operator. Processing these type of calls is admittedly much more expensive than a direct dial call would be as there are numerous expenses incurred by the operator services provider. Some of the expenses include validation, bad debt, credit card processing fees and compliance requirements, live operator staffing (amortized over all calls) and customer service center staffing. 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. Because most people use a cell phone these days, there are fewer people using payphones or requiring the assistance of an operator. This drives the costs up even more. Thankfully, there are still a few payphones around so we have that option when necessary. 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.To resolve the matter, a credit has been issued to the credit card in the amount of $20.00. The confirmation number for the credit is [redacted] .
Initial Business Response / [redacted] (1000, 5, 2014/12/02) */ Thank you for your prompt response for requested informationI have issued a refund on the three calls at $each to your credit cardPlease allow 7-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