X O Communications

From: M[redacted], Ester Sent: Friday, January 30, 2015 10:57 AMTo: Regulatory GrievancesSubject: Revdex.com Complaint # [redacted]- [redacted]
XO Communications ("XO") received complaint # [redacted] filed by [redacted] on behalf of [redacted], Inc. (“Complainant”) disputing issues incurred with...

her move request.
Customer contracted service with XO effective 10/28/2013 on a 3 year term at 601 S. Milliken Avenue in Ontario, California . Complainant reached out to XO on 11/7/2014  with a request to move their service to 310 McArthur Way in Upland, California. Complainant made the payment needed to get the move process started and after XO explained all fees associated as well as the move interval, forms were sent over for signing. XO also alerted the Complainant they were moving to a different rate center that would increase their monthly recurring charges. Complainant signed the move form effective 11/12/14 requesting a move complete date of 12/26/2014. Order (PSR # [redacted]) was generated on 11/18/2014 for the move to complete on 12/29/2014. A change to accommodate analog service and the Complainants request for a message on her old number to direct customers of the new number caused the need for new orders. Complainant advised. Order (PSR #[redacted]) was generated to add the Intercept referral and Order (PSR # [redacted]) was generated and pushed to expeditiously convert the service to IP Flex with analog lines to meet the Complainant’s needs.
In the effort to ensure service there are no current issues with the service, a call was placed to the Complainant on today and she confirmed service is working fine.
Sincerely,
Ester M[redacted]
XO Communications, Inc.

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted] on behalf of [redacted], [redacted] (Complainant).
Complainant contracted underlying services with XO per Service Order Agreement (“SOA”) effective 4-15-2011, which, per terms and conditions,...

automatically renewed on 4-15-2014 for an additional 3-year term.
Contract Renewal Notification was provided on Complainant’s monthly invoice as a reminder.
In January 2015, Complainant contacted XO for discussion of contract terms, at which time XO advised Complainant of the Early Termination Liability Charges (ETLs) that would be assessed per the terms and conditions of the SOA if services disconnected before the contracted term.
On 1-28-2015, XO received began receiving multiple port out requests to transfer several telephone numbers (“TNs”) to a new service provider with pending due dates of 2-26-2015.
In an effort to amicably resolve this dispute, XO agreed to waive ETL charges due to Complainant’s long standing account with good payment history.
Resolution has been discussed and agreed to with [redacted].
Sincerely,
Kiwanna K[redacted]
XO Communications
###-###-####

From: [redacted]<[redacted]@xo.com>
Date: Tue, Nov 18, 2014 at 4:32 PM
Subject: Response for Complaint ID #[redacted] filed by [redacted] on behalf of Triple C Communications
To: [redacted]
Cc: Regulatory Grievances <[email protected]>
XO Communications has received multiple inquiries from multiple agencies and are working toward a resolution.
 
Sincerely,
 
Kiwanna K[redacted]
XO Communications
###-###-####

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted]. 
On 12-19-2014, XO submitted a refund request of $32.69 in payments as resolution per original Complaint ID # [redacted].
Refund requests may take one to two billing cycles for...

processing. 
Complainant has not provided XO with documentation of a request to disconnect services prior to 12-2-2014. 
Sincerely,
Kiwanna K[redacted]
XO Communications
###-###-####

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted] on behalf of [redacted]...

(“Complainant”).
In an effort to resolve this matter amicably, Complainant agreed to submit payment of $1,200 as full settlement and XO will issue credit adjustments for the remaining balance.
XO considers this matter to be resolved.
Sincerely,
Kiwanna K[redacted]
XO Communications
###-###-####

Tell us why here...
XO Communications hereby responds to the rebuttal for Complaint ID # [redacted] received on 5-16-2016.
 
XO Communications values it’s customer relationships and have noted Complainant’s concerns.
 
XO considers this matter to be resolved.
 
Sincerely,
 
Kiwanna K[redacted]
XO Communications
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Corporate Benefits has agreed to the two months disconnect fee but during the dispute we were overcharged $937.00 on our last bill. XO is also hoping to charge us for services for another 45 days above the two months termination even though no services have been provided. No notice was given to us for the 75% price increase on the last months bill. Corporate Benefits incurred over 19,0000 dollars in damages beginning when we sent 30 employees home due to a 5 day service outage reguiring the FCC to get invoved before our business could be restored as XO is merely a re-seller of other communications provider services and they have no physical office or technians in our area. After the restore we have had unusable service for the past 5 months. We incurred charges that we did not expect to replace this vendor or we would have lost our clients due to the constant complaints from our clients of dropped calls, unable to hear after call connected, dropped internet service throughout the day, busy signals when trying to call in, and the list goes on and on.XO is still trying to make money off of us for a service that they can not even provide. We have notice right now of XO outages so if we were still with them we would have no service right now.FOR SETTLEMENT PURPOSES ONLY”[redacted]All service was not disconnected.  I have requested the disconnect of the following service on the below noted accounts. This is why I advised you of the 45 day bill out and that the account must remain current during the disconnect process. I will advise if approval is received for the increase in credit from $468.50 to $588.40 as soon as review is complete. In the interim, I will be pushing the orders to completion and keeping you updated on the progress.PSR # [redacted]  for account # [redacted]-remaining service on the IP Flex package and LD packagePSR # [redacted] for  account  # [redacted]- Toll free number ###-###-####Thank you,Ester M[redacted]XO Communications, Inc.From: [redacted] [mailto:[redacted].com] Sent: Thursday, May 26, 2016 1:17 PMTo: M[redacted], EsterSubject: RE: Disconnect of Remaining Services for Corporate Benefits Service, IncWe will agree to $3977.40 Minus 588.40 credit on the next invoice as total payment owed to XO.All services have been ported/disconnected so this amount should be reflected in a last and final invoice due from usIf this is agreeable we should have one final payment and be done.[redacted]###-###-#######-###-#### Direct###-###-#### Cell [redacted].com**Please call my Cell for urgent needs[redacted]Confidentiality Notice[redacted]This email, its electronic attachments, and the contents of its website linkages may contain confidential health information. This information is intended solely for use by the individual or entity to whom it is addressed. If you have received this information in error, please notify the sender immediately and arrange for the prompt destruction of the material and any accompanying attachments. From: M[redacted], Ester [mailto:Ester.M[redacted]@xo.com] Sent: Thursday, May 26, 2016 11:25 AMTo: '[redacted]'Subject: RE: Disconnect of Remaining Services for Corporate Benefits Service, Inc“FOR SETTLEMENT PURPOSES ONLY”[redacted],XO will agree to credit ½ of the $937.00. A credit of $468.50 will be issued to account # [redacted] and you will see it reflected on the next invoice. Thank you,

From: M[redacted], Ester Sent: Thursday, May 26, 2016 10:43 AM To: Regulatory Grievances Subject: Revdex.com Complaint # [redacted] - Corporate Benefits Service   XO Communications (XO) hereby responds to Complaint ID # [redacted] filed by [redacted] on behalf of Corporate Benefits Service...

(Complainant) disputing  $23,000.00 in Early Termination Liability (ETL) fees. XO and Complainant agreed to resolve this matter amicably where Complainant agrees to payment for 2 months of monthly recurring charges in the amount of $3,977.40 and XO agrees to waiver of  Early Termination Liability Charges in the amount of $19,022.60, contingent upon the account remaining current throughout the port/disconnect process. XO considers this matter to be resolved. Sincerely, Ester M[redacted] XO Communications, Inc.

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted] on behalf of [redacted]. (“Complainant”).
 
XO and Complainant have agreed to the resolution of this matter and consider it as resolved and closed.
 
Sincerely,
 
Kiwanna...

K[redacted]
XO Communications
###-###-####

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted] on behalf of [redacted]. (“Complainant”) disputing the account balance of $ 7,430.60.
 
XO and Complainant agreed to resolve this matter amicably where Complainant agrees to payment...

for monthly billing charges in the amount of $2,655.32 and XO agrees to waiver of any Early Termination Liability Charges in the amount of $4,775.28.
 
XO considers this matter to be resolved.
 
Sincerely,
 
Kiwanna K[redacted]
XO Communications
###-###-####

Revdex.com:
The matter...

between myself and XO Communications has indeed been resolved - but I still cannot condone the abysmal customer relations of XO communications.  Over the course of 3 weeks I tried to resolve the matter of identity fraud through phone messages which were never returned and emails which were ignored.  Only after I filed this complaint and spoke out through social media was anything addressed.  At this point my information was finally taken off of the XO database (again, after 3 weeks of XO Communications ignoring me).  On a related note, Miss K[redacted], who responded to this complaint on behalf of the company, was very professional and helpful - I wish the rest of the company would have responded like she did.Overall I do not wish to take this issue any further with the Revdex.com.  Honestly, I find it pathetic that the only way I could get a response from this company was to threaten a complaint, and I will make sure that everyone I know never does business with this company.  Thank you for your time and attention.
Regards,
[redacted]

From: M[redacted], Ester Sent: Wednesday, January 14, 2015 7:54 AMTo: Regulatory GrievancesSubject: Revdex.com Complaint # [redacted]- [redacted]
XO Communications ("XO") received complaint # [redacted] filed by [redacted] on behalf of [redacted] (“Complainant”) disputing early termination...

liability fees (ETL) and the remaining balance.
Complainant contracted for services with XO on 2/8/2008  via a service order agreement (SOA) with a 3 year term, which renewed per the terms and conditions of the SOA on 2/8/2011 for an additional 3 year term ending 2/8/2014. Complainant contacted XO on 12/31/2013 requesting their contract end date(CED), to which XO advised the date of 2/08/2014. XO received a request from [redacted] on 2/20/2014 requesting release of 13 telephone numbers. XO promptly entered order (PSR # [redacted]) to port 13 TNs to Integra. The numbers were released effective 2/27/2014, but active service remained on the account. XO then received a request from [redacted] on 2/24/2014 for release of toll free  PSR ## [redacted]. XO again promptly entered order (PSR # [redacted]) and the number was released effective 3/21/2014.  Complainant called back on 2/28/2014 to advise all service has ported and requested full disco, but port both orders had not completed in the system. Order (PSR #11521758) was entered on 3/10/2014 and completed in billing  effective 3/28/14.
Because the order completed after the CED, the account was assessed ETL fees in the amount of $28,469.08. The SOA on file was signed under the company name of [redacted] and XO doesn’t have notification of a name change from the Complainant.
In the effort to resolve this matter, XO has agreed to reverse the early termination liability fees and clear any remaining balance on 001000000079245 to reflect a zero balance. Complainant contacted and advised. XO considers this complaint resolved.
Sincerely,
Ester M[redacted]
XO Communications

We have gone through 2 implementations with XO. Both have been abysmal. Terrible service, lackluster support, etc. Their poor performance has cost us additional time and money each time. They sent unprofessional contractors out to our business site to assist with implementation. When we implemented their cloud PBX, the actual bill came in at 40% more than their quote.
After doing business with them for years, they decided to stop accepting credit cards for their bills, necessitating a change and complication of our AP practices. There was no notification of the change, they just stopped billing our credit card resulting in an arrears and collection calls from people who shouldn't be allowed to talk with customers.
For two months, we were inexplicably charged $2K over what our normal bill is. I have requested verbally and in writing multiple times and XO refuses to explain, refund, or justify the additional charge. Repeated requests are met with "I'll find out" with no followup.
The cloud PBX product is sold as a cutting edge product, but in implementation you discover that it is a scattered mess. The mobile apps are substandard, and there are several disjointed "central" directories and personal directories which can not integrate with your local or corporate directories. The website "dashboard" is poorly laid out and difficult for users to find what they are looking for.
We tried to use their hosted VMware solution, and have been paying for it for months, but repeated requests for access to a product that we are paying for have gone ignored. It's a minimal cost, as it's pay-per-use, but again, the implementation is terrible.
I have talked with multiple VPs at the company, all pay lip service saying that they will take care of it immediately, but then nothing ever happens.
We are looking into avenues to get out of our contract with XO, but we will probably be stuck with them until our contract is completed. I hope no one else makes the mistake we did by signing up with XO.

Review: A Customer of Yours, Phone Number ###-###-#### (Owner XO TENNESSEE, INC; CLLI Code [redacted]), Is constantly sending and receiving text messages on my [redacted] Smartphone. Because the messages are being sent and received by an app on my smartphone, I am unable to determine what app on my phone is responsible for these text messages. I have been unable to find any information related to the Phone Number on [redacted].Desired Settlement: I would like to know the owner of the Phone Number ###-###-#### so I can uninstall the related [redacted] Smartphone App.

Business

Response:

From: M[redacted], Ester Sent: Tuesday, December 09, 2014 3:52 PMTo: Regulatory GrievancesSubject: MA Revdex.com Complaint # [redacted]

Review: We have contacted XO Communications requesting for our contract end date. [redacted], our sales rep, had informed us it was in July. We asked if we called in June would that be sufficient enough time to have our contract cancelled. He responded yes. We called on June 2nd, requesting we will no longer be using XO as our telecommunications provider. He acknowledged this request by asking us to send an email. We have sent several emails. He then stated our contract was not about till 2016, that it will take at least 30 days (more) to cancel AND that there will be cancellation charges on a per month basis on whatever is left on our contract.This is completely unacceptable.

Product_Or_Service: Telecommunications ServicesDesired Settlement: DesiredSettlementID: Other (requires explanation)

We would just like to cancel our services. We did not renew nor intended to renew. We only want to cancel without any cancellation fee. As our sales rep advised us earlier this year.

Business

Response:

From: M[redacted], Ester Sent: Wednesday, August 20, 2014 3:36 PMTo: Regulatory GrievancesSubject: Revdex.com Complaint # [redacted].

XO Communications ("XO") received complaint # [redacted] filed by [redacted] on behalf of [redacted]. (“Complainant”) disputing early termination liability fees .

Complainant contracted for services with XO on 9/12/2005 via a service order agreement (SOA) with a 3 year term, which renewed per the terms and conditions of the SOA on 9/12/2008 and again on 9/12/2011 for an additional 3 year term ending 9/12/2014. Complainant requested XO move their service and signed the acceptance form on 11/29/2012. The move completed 1/11/2013, which date was inadvertently entered to calculate the contract end date of 1/11/2016, but has now been moved back to 9/12/2014.

Customer sent notice of account cancellation via email dated 6/9/2014, but, the first request from [redacted] was not received until 7/9/2014 requesting release of 3 numbers for porting. Order (PSR # [redacted]) was promptly entered for this request and the numbers were released effective 7/14/2014. The second order from [redacted] was received on 8/4/2014 requesting release of 1 number for porting. Order (PSR # [redacted]) was entered and the number was released effective 8/7/2014. Active service, not addressed on either order, continued to bill on the account. Once XO received confirmation from the Complainant that all required service was ported, order (PSR #[redacted]) was entered on 8/18/2014 to fully disconnect the active service on account # [redacted] back to 7/10/2014. XO will continue to watch this order to completion.

While the Complainant is still in term on his SOA until 9/12/2014, as a courtesy, XO has agreed to waive the early termination liability fees to ensure they are not assessed after the disconnect order completes. XO’s attempt to reach the Complainant was unsuccessful, but will continue to reach out until this matter is resolved.

Sincerely,

Ester M[redacted]

XO Communications

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: From: [redacted] (mailto:[redacted])

Sent: Tuesday, October 21, 2014 11:12 AM

To: [redacted] Subject: Disagreement with XO Communications

I have a billing problem with XO over charges on our account after our termination with them this spring. We had service at another building that we transferred to our current Inverness location 12/2010 and I believe we signed an extension in March of 2011 for 3 years. I contacted them and reviewed our contract in 2013 and I was told our contract expired in Feb of 2014. I was instructed to send them at least 60 day notice of cancellation which I did in Dec of 2013, copy attached.

Our final disconnect was 3-27-14 which they had plenty of notice on. They continued to bill us for 45 days beyond our disconnect date due to a "Policy" that they have to bill customers after disconnection.

It is fairly simple I believe. We completed our 3 year contract, served them timely notice of disconnection and transferred the service to [redacted]. There is no provision in the policy to bill the customer following disconnection and to bill a customer without providing service is improper by any standard I have heard of.

I have spoken with anyone that will listen there to no avail and I tried the state PUC that indicated they don't regulate these folks any longer. They have been sending threatening letters for some time so I figured they would bring it to collection soon but if I can straighten this out I would like to.

Thanks,

President

[redacted] CO [redacted] ###-###-#### Office

###-###-#### Fax

www.[redacted].comDesired Settlement: I have spoken with anyone that will listen there to no avail and I tried the state PUC that indicated they don't regulate these folks any longer. They have been sending threatening letters for some time so I figured they would bring it to collection soon but if I can straighten this out I would like to.

Consumer

Response:

It was nice speaking with you today. Here are the attachments you are missing from our claim.

Here is a copy of what I had sent to Sonia here in Denver:

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, October 21, 2014 11:12 AM

To: [redacted]

Subject: Disagreement with XO Communications

I have a billing problem with XO over charges on our account after our termination with them this spring. We had service at another building that we transferred to our current Inverness location 12/2010 and I believe we signed an extension in March of 2011 for 3 years. I contacted them and reviewed our contract in 2013 and I was told our contract expired in Feb of 2014. I was instructed to send them at least 60 day notice of cancellation which I did in Dec of 2013, copy attached.

Our final disconnect was 3-27-14 which they had plenty of notice on. They continued to bill us for 45 days beyond our disconnect date due to a “Policy” that they have to bill customers after disconnection.

It is fairly simple I believe. We completed our 3 year contract, served them timely notice of disconnection and transferred the service to [redacted]. There is no provision in the policy to bill the customer following disconnection and to bill a customer without providing service is improper by any standard I have heard of.

I have spoken with anyone that will listen there to no avail and I tried the state PUC that indicated they don’t regulate these folks any longer. They have been sending threatening letters for some time so I figured they would bring it to collection soon but if I can straighten this out I would like to.

President

Triple C

###-###-#### Office

###-###-#### Fax

www.[redacted].com

Business

Response:

From: [redacted]<[redacted]@xo.com>

Date: Tue, Nov 18, 2014 at 4:32 PM

Subject: Response for Complaint ID #[redacted] filed by [redacted] on behalf of Triple C Communications

To: [redacted]

Cc: Regulatory Grievances <[email protected]>

XO Communications has received multiple inquiries from multiple agencies and are working toward a resolution.

Sincerely,

Kiwanna K[redacted]

XO Communications

###-###-####

Review: XO Communications is providing with a connection to the internet. We've been having multiple issues for over a month now with their services. I keep opening tickets which has taken them as much as over a week to "repair" the first time but has kept having issues since. In the beginning the issues lasted for over 2 weeks but after a full repair the issues are coming back again and I'm having a hard time getting them to respond and repair in a reasonable manner.

Besides all of the above I have to personally visit the premises to look at their equipment and determine the problem so the problem might have been going on for much longer but the affect it's having has caused me to replace and update equipment thinking the problem was with my equipment until I saw error lights on their equipment. This is something they should have been on top of.Desired Settlement: Credit for the time of the issues.

We want to end our contract with them since at this point the only way I see to resolve this is to find an alternate Service Provider.

Business

Response:

XO Communications (“XO”) hereby responds to Complaint ID #[redacted] filed by [redacted] on behalf of [redacted] (“Complainant”).

Review: We requested XO to close our account with them as we no longer use their services and have moved on. We officially cancelled services in May 2014. WE have written them via mail, called them and sent emails. They are still sending us bills and removing payments for services directly from our checking account. We can not access the web portal and will not give us access to our account profile information, but continue to bill us and extract money for services not rendered. They will not allow us to unhook our financial information from the service, but continue to take a payment for services not provided. The only way you can contact support is via phone call, which we have tried several times, or via their web portal.

We have requested back payment for the cancelled account, but they will not respond to the requests and are still taking the money out.

We are going through Revdex.com first to see if these issues can be resolved before going to small claims court.Desired Settlement: Refund from May 2014 to present and a full cancellation of services (no more billing) with an apology. This has taken up hours of my time.

Business

Response:

XO Communications (“XO”) hereby responds to Complaint ID # [redacted] filed by [redacted].

XO does not have a record for disconnection of services during May 2014.

In an effort to resolve this matter amicably, XO agrees to refunding $32.69 in total payments received for billed services since June 1, 2014.

**. [redacted] was unavailable for discussion.

Sincerely,

Kiwanna K[redacted]

XO Communications

###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Review: The company was notified of our intent to discontinue service upon completion of the contract over 18 month ago (well in advance of the required date)- company refuses to acknowledge notification and renewed the contract anyway. Also, despite our moving to a different carrier, XO continues to bill us and will not respond to repeated requests to rectify the issue. The other issue that was discovered in the process of trying to fix this is that XO never owned our lines anyway.Desired Settlement: Cancel the contract renewal and come collect the equipment left on site.

Business

Response:

XO Communications (“XO”) hereby responds to Complaint ID #[redacted] filed by [redacted] on behalf of [redacted] (“Complainant”).

Review: We have been long-time customers of XO, but a recent audit revealed that we have been grossly overpaying for services received. We decided to switch phone service providers and did our homework. Several calls and emails were had with various XO representatives to clarify the terms stated in their service agreement in order to avoid surprise charges at the end. Many times we asked them what the "45-day bill-out period" meant. Never - not once - did any of their representatives explain that we would be billed for 45 days of service AFTER the switch to the new provider. Each time we asked what the "45-day bill-out period" meant, we were told it takes 45 days to wrap up billing. They never SAID they were going to charge us for this 45-day period. Calls to their "Customer Care" department were useless, as everyone you speak with recites the same lines, tries to discourage you from talking to anyone higher up the food chain, and ultimately, refusing to let you speak to anyone else. Their offer of a paltry $50 "courtesy credit" was rescinded when we didn't agree to accept it and quit pursuing them to drop the 45-day charge they're trying to hold us up for.Desired Settlement: Cancel charges for 45-day bill-out period.

Business

Response:

From: M[redacted], Ester Sent: Wednesday, October 15, 2014 2:06 PMTo: Regulatory GrievancesSubject: Revdex.com Complaint # [redacted]