X O Communications

With internet and voice being vital to our business, XO Communications continuously fails to keep our business communication service stable.
During the past 12 months we had 5 service interruption for that lasted longer than 24 hours. During these network outages we our unable to unable to service our customers.
Furthermore, XO communications has done a very poor job of communicating the issue to our IT contacts during these interruption in service. To get service restored - we have to contact XO for ETAs, repair status, etc...
We are consistently explaining to our customers that we have lost communication due to these service interruption - which has now raised doubt to our customers that we are unable to proved them with the service level they require.

Review: In June of 2014 a process was initiated to transfer a Circuit from my company to another company. XO informed me this would take 35 days and that we would not be billed for the circuit starting on 8/1/14. At no point in time was a different date provided. They did a horrendous job communicating about where we were in the process and at different points I was told there were assorted delays, holds placed on the process etc. I even requested it to be put on hold at one point because I had absolute no clue what was going on and was starting to feel very uncomfortable with the process. I still don't know to this day what was true and what was not. After repeated requests for the billing to be corrected, they finally made some adjustments to the billing in November, 3 billing cycles after they told me it would be changed to begin with. However, it was still wrong. They didn't credit us for the period from 8/1/14 - 8/29/14 and they also didn't credit us for the $1000+ in usage that was related to the circuit that was being transferred off of our account. They are now telling me they can't fix the problem and are trying to tell us they are going to suspend services for non-payment. However, since we did pay the August invoice by accident, we have technically paid our portion of the account in full and in advance by approximately 8 months, which puts us in March before we'd owe anything.Desired Settlement: To correct the problem, they need to need to:

1. Remove the billing for circuit for 8/1/14 – 8/29/14 and then apply the credit to our account.

2. Credit our account for any usage between 8/1/14 – Present that is associated with this circuit that is still getting billed to us.

3. Do a thorough review of our invoices to ensure there is ABSOLUTELY NOTHING else that is getting billed to usat this time that shouldn't be.

4. They will ensure that our account is clearly marked as current, not suspended or past due so that I am not harassed at any point while they are correcting their error.

Business

Response:

From: Ester M[redacted] Sent: Tuesday, December 16, 2014 10:24 AMTo: Regulatory GrievancesSubject: Revdex.com Complaint # [redacted] Inc

We are a Student Run Agency at the University of Pennsylvania. We purchased a web service from XO for $13.95 + .13 tax (total 14.08) per month that was taken from our company credit card monthly. The end of 2014 the company did an internal system conversion which caused us to be double billed. In March 13th 2015 we had a credit of 83.31 and discontinued our services with the company. It was explained to us that we had to wait until the next billing cycle to request a check. We received an invoice dated 4/5/15 a deduction of 14.08 for the usage date 2/1/105 - 2/28/15 and a balance of -69.23. We called again on 4/17/15 (spoke to Bobby) and put the check request in and told it would take 4-6 weeks. Did not hear from anyone until we received another invoice dated 6/5/15 and the Balance changed (with no detail why) to -61.83. We called and were told that the check was sent, it was on its way to not worry about that invoice. On 7/14/15, not have received a check yet, we called and spoke to Shell, who stated Bobby never submitted a check request and not since the credit amount was only 61.83 that was all she could approve. She gave us a reference number and stated we would have a check within 2 - 8 weeks depending on if she could get it in before the next check run. On 8/11/15 we receive a check in the amount of $28.02, we call and get Chris on the phone who states that someone tried to post a credit and it debited our account and that is why the check was less, He stated he would process a check for the balance of $33.81and gave us another reference number and being told it would take a few weeks. On 9/15/15 we called since we still had not received the check. We got Chris on the phone again who stated he was sorry that he had some issues going on and it slipped his mind. After holding for 18 minutes he stated he is processing the check and it will take 3 week, again giving us another reference number. Later that afternoon, we received a phone call from Ally H. (who refused to give a last name, phone contact info and had no email address). She stated that she was reviewing our account and will not be sending a check due to our account was not cancelled until August of 2015. We go through the complete story in detail of what has occurred in the past year and she still states that we cancelled in August not March. I request her boss, whom she says is Melissa but out for the week. I ask for Melissa's boss, who she says is Jessica but she is unavailable today, I ask for her boss, who she says is Whitney and puts me on hold. When she returns she states that she is reviewing the account and will have to call me back at another time. As I begin to state what a God Awful company this is to deal with Ally states Whitney can now speak to me. Whitney gets on the phone and proceeds to tell me how sorry she is that her staff is incompetent but as she see it we only just cancelled our account in August and we were never double billed but cannot explain why we even got a check for 28.02.
I would NEVER recommend any business of any type using XO Communications even if they gave their service away for free.

Review: Cancellation of our services

We have contacted XO Communications requesting for our contract end date. Chris F[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.Desired Settlement: 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.

Business

Response:

From: [redacted] Sent: Wednesday, September 10, 2014 10:07 AMTo: 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. Complainant contacted and advised. XO considers this complaint resolved.

Sincerely,

Ester M[redacted]

XO Communications

Review: For the past 16 years, I have used Concentric (XO) for my primary web site and email. As of today, July 3rd 2014, they disabled secure access to my email due to their "migration" to a new platform, without any prior notice. Furthermore, the services they are supposed to be providing were prepaid in advance for a term of 1 year. They state that the secure service cannot be restored until "most likely the end of July". This is not acceptable. They should be able to perform the "migration" while maintaining the existing (pre-paid) level of service.Desired Settlement: They need to restore the secure access to my email that I paid for.

Business

Response:

XO Communications (“XO”) hereby responds to Complaint ID [redacted] filed by [redacted] (“Complainant”) regarding their hosting services.

Review: Dear sir or madam: In July of 2011, our company officially cancelled its service with XO Communications. However, XO continued to bill us routinely, long past our cancellation date and supposed final bill. We did our due diligence in bringing this to XO's attention by calling, emailing, etc. But all of our efforts were to no avail. NO ONE at XO could answer or would help us. We were regularly transferred from rep to rep, subjected to holding for hours on end, and told that someone would get back to us, etc. And - to add an even MORE ridiculously frustrating caveat to this situation - although we were contesting the charges, we were informed by XO that if we did not pay our bills, we would be turned over to collections. Finally, in early 2013, one rep via telephone agreed that these charges were erroneous. BUT, to date, we have not received an account audit we requested, nor have we received a credit balance notice, or a refund.

Product_Or_Service: Dial tone telephone service

Account_Number: Account #[redacted]Desired Settlement: DesiredSettlementID: Refund

We would like a detailed, line item by line item report of each and every erroneous charge past our cancellation date. We would like a REFUND via check immediately. Our acceptance of XO's first refund check amount will not constitute our agreement that this matter is closed; we will reserve the right to conduct our own independent audit once we receive the data from XO.

Business

Response:

From: [redacted]

Sent: Thursday, January 02, 2014 11:51 AM

To: Regulatory Grievances

Subject: Revdex.com Complaint # [redacted]

Review: We had phone and internet service from XO past 2 years since that time 2 to 3 time a week service goes down for some time more then 2 days our business suffer lot of loss , because this is pizza deliver business we could not receive orders and our employees just standing there waiting for order, when we try to switch services from XO communication they ask early termination charges , then In June 2013 we contacted Revdex.com and and XO agree not to charge early termination fee. when we switch services XO send us Bill of early termination $4025.26 . They are threatening us if we do not pay this bill they suspend services in other location. Please help.Desired Settlement: As you promise in June not to charge early termination fee, and written letter not to renew our contract without our permission.

Business

Response:

From: [redacted] Sent: Friday, May 30, 2014 10:12 AMTo: Regulatory GrievancesSubject: Revdex.com Complaint #[redacted]

Review: Over the 6 years with XO, we have had several documented and undocumented problems with their service, so when we were in the planning stages to move our offices we decided to terminate them. We notified our account manager several months before, sent emails and certified mail to them specifically requesting termination on the last day of our contract, July 31, 2012. We moved our offices on July 21, 2012, forwarded our calls to the new location and discontinued using their services. There was one glitch with number porting which cost us an extra month of service with them. Now they are asking us to pay early termination fees, etc. exceeding $20,000.00 and sent it to a collection agency. I just spoke with the collections investigator and he claimed he had not even received a copy of our termination letter. If we had somehow broken their contract, it is not because we were neglectful. We worked with our account rep, notified them of our intent and kept them in the loop throughout the process.Desired Settlement: Zero account balance

Business

Response:

XO Communications (XO) received Complaint ID# [redacted] filed by [redacted] on behalf of [redacted] (Complainant) disputing Early Termination Liability Charges billed to Account # [redacted].

XO agrees to settle this account in full.

Sincerely,

XO Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

Review: We terminated our Internet/Telephone service with XO Communication while using our contract as a guideline. We notified them 72 days in advance - the contract requires a minimum of 45 days. We were charged for an extra full month of service because XO believes that we did not notify them in a timely fashion. I have repeatedly explained this to my customer service reps and gotten no response. We were then charged a $500 equipment fee for not returning the provided communication equipment. We still have this equipment and will gladly return it if our two Representatives at XO would return my calls or emails explaining where this needs to go. They have done neither. They have now turned us into a Collections Agency despite my repeated attempts to resolve the improper and unethical billing.Desired Settlement: We paid our final invoice in which the XO communication service was still active. We will not pay for service that was cancelled per the contractual agreement. We will not pay for equipment that we wish to return but have not been given the opportunity to do so. XO needs to clear all balances and contact the Collection Agency (Access Receivables) immediately to avoid damaging our companies credit. If our credit is damaged in any way, we will expect XO to pay whatever fees are required to reverse the damage.

Business

Response:

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

Review: We signed a contract in 2005 for 3 years. Under the terms of the contract, we had to notify them of termination at least 30 days in advance. They have arbitrarily changed the terms on their website to reflect 45 days and are insisting that, even though the contract in our hands states a 30-day notice is required, we are obligated to whatever their website states now since the website is referred to under Service Offerings on the contract.Desired Settlement: We should only have to fulfill a 30-day term past our notification of cancellation since that is the agreement set forth on the contract we signed.

Business

Response:

From: [redacted]

Sent: Friday, April 19, 2013 12:25 PM

To: Regulatory Grievances

Subject: AZ Revdex.com Complaint # [redacted] - [redacted]

Review: Our phone and internet services with XO Communications ended on 4/26/2013. XO Communications removed their equipment on 4/30/2013. The process of switching carries went on for months and [redacted] had been in contact with OX regarding the switch. XO Communications knew our contract end date, and the fact that we would be porting our numbers before that end date.

XO Communications is billing us for services after we ended our contract with them.

When we inquired about this they stated that they can charge us for 45 days after our service had been ported to another carrier under federal guidelines. We received a bill for period 5/12/13 to 6/06/13. We were receiving no phone or internet services from them during that time. The 45 day bill out clause they refer to is not clearly explained in the contract.

During a conversation with our representative in January 2013, it was asked if sending a letter in writing 30 days prior to our contract end date was all that was needed to switch services and end our contract. She said yes, and that she would note it in our file. In further emails I was told something different.

During a recent call to Customer Service, the response to our complaint and billing charges was "it is in the contract". When that was questioned, I was told that I should have gone to www.terms.xo.com, it is all explained there. They would not give me the name of a supervisor. I do not agree with the fact that you can charge for services you did not provide and have the response "because under Federal guidelines we can."Desired Settlement: The billing to stop and charges reversed.

Business

Response:

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

Review: [redacted] entered into a contractual agreement with XO Communications as the practice was growing. The installation phase was a disaster and the service level has never improved. The billing of services for our organization is extreme; we are charged monthly 3 to 4 times more than other organizations with the same number of locations and the same service. We have gone to other vendors and received quotes based on an increased level of service for 1/3 the cost. The issues with XO Communication comes from over 12 months of ongoing service level issues to include service outage that came within 1 hours of breach of contract. Our agreement includes rental and management of equipment however we could have purchased and installed the same equipment 3 times since the agreement began and will have paid for the equipment 10 times over by the time the contract ends and the equipment will still not belong to our company. XO Communications never takes responsibility on any issue at any level. We are held hostage by our contractual agreement; and when the service fails and we follow protocol to report the issue we are blamed for the problems time and time again. We ask for service logs and are given communication that had documentation of their resolution; no transparency in the process or how the issue is addressed. We requested their service protocol and were told that this was private information. There is no faith in this Company to deliver on any level to include their level of service. We are a medical practice and our systems are utilized to care of our patients; if our network is down we are unable to access patient information and therefore unable to deliver care. XO Communications does not seem to have a level of concern when it comes to ensuring that our systems are operable or that they deliver consistent quality service.Desired Settlement: Improvement in Pricing & Service

Business

Response:

Review: I signed a contract to switch from my internet provider to XO for internet services at my insurance agency in [redacted], Florida. I made this switch because my interne service was unreliable and I was guaranteed by the XO rep [redacted] that I would be extremely satisfied.

Unfortunately, I became extremely dissatisfied with your service because the technician who originally installed the XO equipment on September 4, 2012 failed to configure our computer system to operate through XO internet service. My business had been having problems remaining connected to the internet and conducting business because we were still configured to my old internet provider's subpar internet service, despite the fact that we cancelled our service with that provider. On the morning of Friday, December 14, 2012 we finally realized the underlying root of the problem when the old internet provider's services in our area went completely down and we were left without internet service to conduct business at our insurance agency. Because I assumed that we were connected to XO’s internet service, I called the XO customer service line to communicate the problem. I was informed that a technician would be dispatched to fix the problem. After waiting one hour for an update on the arrival time of the technician, I called the XO customer service line to find out when the technician would arrive. I was informed that a technician had not yet been dispatched and a definite dispatch time could not be given.

My business could afford to be without internet service for any amount of time, so I decided to troubleshoot with the XO customer service representative over the phone. I spent approximately two hours on the phone with the representative who walked me through a series of tests to determine whether or not the XO internet services was functioning properly. As I conducted the tests, I informed the representative that a the old internet provider's box was still connected to our server and there were Ethernet cords running from their box to the XO box. Your representative expressed that the she was not sure why the old internet provider's box was connected to the XO box and she couldn’t understand why our internet was not working because she was showing no signs of problems with XO’s service. She said there was nothing more that could be done and that I should contact my IT department to figure out the problem.

I contacted our IT company only to discover that our company computers had never been configured to XO’s internet, which is what the XO technician should have done when he installed XO. I then had to remain on the phone with the IT department for 1.75 hours to properly remove the old provider's box and cords from the XO box and reconfigure our internet service. For an entire day, my business was without internet, which we fully rely on for phone service and regular business operations. I had to contact my phone provider to have our phone lines forwarded to the personal cell phones of my employee and during the interim employees were unable to conduct any business.

Because your technician improperly installed XO’s internet service, my business was unable to provide our clients with the customer service they expect AND we lost business because we were unable to provide prospective clients with insurance quotes. I also had to pay my IT company $201.25 for the tech support they provided us that day. (I still have a copy of the invoice.)

I operate a small business and it is completely unacceptable for my company to suffer financially because of a preventable error on the part of your company. I received notification that the XO installation process was complete in September and never expected to be faced with the frustration and inconvenience that I have been facing since the day XO improperly installed my internet service.

To resolve the problem, I requested and expected that my account be credited for $1,212.21, the amount of money my business has been charged for XO internet service from September 4, 2012 to December 14, 2012. Your records should have reflected that our company has not been using your service. My request was ignored for quite sometime by XO rep [redacted] until I finally got a response from XO rep [redacted] that ** no longer worked for XO and that a credit would not be honored. As you can imagine, I was extremely disappointed and frustrated that your reps would not make an effort to keep me a satisfied customer.

Approximately one month after the aforementioned ordeal, my agency continued to face more technical difficulties with the internet service and more unsuccessful attempts by the XO tech team to resolve the situation. After I made several complaint calls to my XO rep [redacted] and her manager [redacted] contacted me (at the advice of her manager) to instruct me that it would be best if I left XO and found another internet provider because their tech team was completely unable to rectify the situation. [redacted] informed me that I would not be faced with the termination fee since they were advising me to leave XO. All I needed to do was inform [redacted] of the date when the new internet provider would activate my service. I immediately contacted another internet carrier and set up an installation. I emailed [redacted] about my installation date and asked her to send me an email or letter confirming that the termination fee would be waived. I received an excuse from [redacted] about [redacted] being out of the office and not being able to provide me with the letter until he returned. I kept following up with [redacted] about this and eventually never heard back from [redacted] about obtaining the statement waiving the termination fee.

In order to keep my business moving along, I proceeded to switch to another reliable internet provider and (again) emailed [redacted] to let her know when that change had taken place. I still heard no word from [redacted], who was supposed to take it upon herself (so she said) to process the termination for me. I continued to receive bills from XO despite the fact that we were not using their service. I eventually contacted XO about terminating the service and informed XO rep [redacted] about everything that had happened and provided [redacted] with emails between myself and [redacted] proving that [redacted] had said that I would not be faced with the termination fee and had dropped the ball on closing my account. After several back and forth emails and calls with [redacted], I received an XO bill requesting that my business pay a $10,000 termination fee for breaking my contract. I once again contacted [redacted] who informed me that they could not honor waiving the termination fee despite the fact that [redacted] & [redacted] had asked me to leave XO and would waive the fee. My bill immediately went into collections since I obviously refuse to pay a $10,000 termination fee for internet. I am now being contacted by a collections agency about paying this bill and my company's credit score is being negatively impacted.

I believe XO unfairly targeted my small business knowing that their services are not the appropriate fit for a small business owner. On top of that, all of the XO reps that I worked with were unreliable and completely disappeared when I needed their support the most and put me in the situation I am in now. XO should be ashamed at the fact that they are asking my business to pay a $10,000 termination fee when their employees asked me to leave and told me the fee would be waived. My business should not be held responsible for this.

I have maintained all emails back and forth with the XO reps who I mention in this complaint as proof of the poor customer service I received. I will be happy to provide those emails to the appropriate management representative.Desired Settlement: Remove my account from collections and remove the $10,000 termination fee. My business should only be held responsible for the outstanding bill for the sub par services rendered.

Business

Response:

XO Communications (XO) hereby responds to Complaint ID # [redacted] from [redacted].

Review: I requested service from XO communications at the end of May. I had signed an agreement on 7/1 for colocation and internet services with sales REP #1. This was the first of a two part order that included their wholesale voip p[redacted]uct. I had to escalate my account to the branch manager on 7/30 as REP 1 apparently left the company. The Branch Manager assigned REP #2 to my account and I signed a second service agreement on 7/30 to include the wholesale voice p[redacted]uct in a single order so she could expedite the service. REP #2 promised 3 months credit for the issues I had with agreement #1. REP 2 and their TC Peck had reached out to me saying they had some issues with their Wholesale p[redacted]uct. Another customer ran up significant amount of fees and they did not want to add any new wholesale voice customers. They had me sign a third agreement for their Enterprise SIP p[redacted]uct on 8/9 to which I received an email from my account rep saying that all approvals were received. On 8/20 I received an email from an XO TC listing two install dates and if I had wanted to expedite the order there would be a $600 fee. I called and left a VM when I received the email asking her to reach out to REP #2 as she had already told me she had expedited the order. On 8/30 I request an update from the TC who provided the install dates and I was informed by email that my account was on Credit hold. I called the Branch Manager on Friday 8/30 as REP #2 was not answering her phone. We agreed to have a conference call on Tuesday to allow them to get their ducks in a row. Rep #2 scheduled a call for Tuesday 9/3 at 2:00 ct. I joined the call with the local TC and at after the call was to start, REP 2 sent an email asking to push the call back 30 minutes. I rejoin the call and nobody from XO is there. I send emails and after 14 minutes I hang up and call the branch manager directly. She stated that the credit department had staffing issues and they did not want to take on my account with no XO history.Desired Settlement: Their lack of professionalism that was displayed on Tuesday will forever prevent me from doing business with XO. After 98 days, 3 signed agreements - I am told I can't have service only after I pressed about the promise of 3 months of credit for my issues with agreement #1.. I was communicated that all approvals were received on 8/9 and only to find out that they will not provide me service as I am about to launch.

Consumer

Response:

Review: Contacted XO communications within the required time frame to cancel the auto renew feature of the service contract before our contract would renew itself. Spoke with a [redacted] at XO communications and was given a reference number (#[redacted]) to confirm the removal of the auto renew feature. We did not want to renew the contract and have since gone with a different provider however, XO Communications renewed our contract against our consent anyway. We contacted XO communications a second time to restate and confirm our intent of the cancellation of our contract and was provided with another reference number (#7[redacted]) and was told a supervisor would contact us regarding this issue. No supervisor has returned our contact. As stated previously, XO communications auto renewed our original contract against our consent to do so and to this date we are continuing to receive billing for this contract. We are no longer using XO communications services.Desired Settlement: Acknowledge and confirm our request and cancellation of provider services/contract and to cease all billing for these services.

Business

Response:

From: [redacted]

Sent: Tuesday, March 26, 2013 1:36 PM

To: Regulatory Grievances

Subject: ** Revdex.com complaint #[redacted]

Review: I am summarizing the various correspondence [redacted]. has had with XO Communications. Not being an authorized agent of [redacted]., but rather an employee, employed to facilitate compliance with various contracts the firm enters in to, I would like to say I have never experienced the double speak I have encountered trying to comply with this contract. This had also been the experience of my predecessors as documented in our files. We have been a client of XO Communications since July, 2006. We complied with the Agreement in 2011 and notified XO of our desire to terminate their services after several inquiries for alternative services were made and not responded to. After receipt of this notification, we were contacted with quotes of new rates, but no alternative services. With a deadline rapidly approaching, we opted for the costly one year term so as to not trigger the month to month rate. Fast forward a year and no further contact from XO, we again notified XO, per certified mail, of our desire to terminate their services at the end of the Agreement. This time we received no response acknowledging our letter, just monthly invoices with business as usual.

In August, 2012, when I received the normal invoice, I contacted XO stating we had terminated our services with them per our April 19, 2012 letter. I then forwarded, per [redacted]’s request, a copy of our Addendum to Service Order Agreement dated 7/26/2011 and the letter I mentioned on the call. In September, 2012 I again received the normal invoice and again called Customer Service. This time I spoke with [redacted] and she requested the same documents [redacted] had requested earlier. [redacted] followed up my fax with a phone call, informing me, that the letter did not substantiate a notification of termination of services. With this information, I informed my boss and he emailed a response to [redacted] with CP’s position to pay for no services beyond August 24, 2012 and to cooperate with XO in removing their property from our premises. On February 15, 2013, [redacted], a representative with an XO Communication’s employee badge, arrived and removed a Cisco 2461 x 16 FXS Router and an APC power supply. I have attached this acknowledgement as well as the corresponding correspondence supporting the above activity.

If XO Communications had been half as persistent in providing customer service in regard to their products as they have been in collecting ever escalating fees, more than likely none of this confusion would have materialized. Every business understands the need and value of reliable phone service and [redacted] is no different. We were interested in competitively priced services offering newer technology, (which ironically XO is recognized in the marketplace as having), but unfortunately, as their competitors tout, XO believes the status quo is more lucrative and make it very intimidating to change. No one likes to feel like a hostage and I can’t believe a company of XO’s size would want a reputation as a bully, but rather one as a competitively priced provider of excellent service.Desired Settlement: . [redacted], President of [redacted]. is adament that [redacted] complied with the terms of their agreement with XO Communications and will not agree to XO's proposed settlement. This is the third time we have tried to sever our relationship with XO and no matter what procedures we follow they do not satisfy XO, resulting in an ultimatum of either an extension to the relationship as a hostage or incurring significant monetary penalties that a small business such as [redacted] cannot absorb. I believe a better starting point would be to split the outstanding charges of $2,447.69. This would compensate XO for the loss of the router that was removed from our facility in February, 2013, that I was told we inadvertantly had use of for wi-fi service. We did this without knowledge as we have a contract with another provider. It is our offer to settle for $1,223.85 or less, which XO has rejected. I have informed XO that since this is the extent of my authority, they should forward all further communication to [redacted] at [redacted]. You may contact my boss or myself, thank you for your assistance.

Business

Response:

From: [redacted]

Sent: Tuesday, May 28, 2013 12:21 PM

To: Regulatory Grievances

Subject: IL Revdex.com Complaint # [redacted] - [redacted]

Review: XO Communications has provided us with web hosting for decades. Recently we have been totally unable to access our site for daily mainteance. Dozens upon dozens of e-mails to them have gone unanswered. We have sat for hours on the phone waiting for contact. We have also added our phone number to a contact list with zero response. E-mails to corporate officers have also gone unanswered. We have a very small business and desperately need to update our site! XO must solve their issues so we can update our site!Desired Settlement: XO should correct their internal issues so we can continue on with our business and be able to gain access to our web site!

Business

Response:

From: [redacted] Sent: Tuesday, June 03, 2014 8:18 AMTo: Regulatory GrievancesSubject: Revdex.com complaint #[redacted]

Review: I have no account with this company, though they charged my credit card $42.11. They're in ** and I am in **, don't know how they got my card number.

On 3 MAR 2013 my credit card was charged for some service. The charge was for $42.11. I searched the phone number attached, [redacted], and it came back to [redacted] as a land line. I called the number and it says that it is no longer in service. It says it is under [redacted]s and that the company was XO Tennessee Inc., a communications carrier company that the charge came from. I have never even been to [redacted] nor have I ever done business with this company. I would urge anyone dealing with this company to be very careful and anyone not dealing with them to keep an eye out for any charges coming from them.Desired Settlement: I want an explanation and a name of the person that used the card. The charge was for some account associated with their company and I want to know who the account belongs to so I can press charges on the individual. Somebody used the information and had to authorize it in some fashion and that can easily be traced to which account it was used for and when the payment was entered into their system. All I am looking for is a name of the account holder. Unless the company wants a tremendous amount

Business

Response:

From: [redacted]

Sent: Friday, April 19, 2013 7:53 AM

To: Regulatory Grievances

Subject: Revdex.com Complaint # [redacted]

Review: Repeated Unwanted and unpleasant telephone calls from the business regarding a certain product that was returned by the post office.Desired Settlement: I would like XO Communications telephone number [redacted] along with it's sister organization [redacted] land line listed as in [redacted] telephone number [redacted]. Additionally, the following numbers from the same business- [redacted] and [redacted] along with a VoIP Phone number [redacted] located in [redacted]. Additionally, the following phone numbers have been used to call my cell #s [redacted] or [redacted]--I would like these business to stop contacting my cell phone number or my house phone. Please stop the Harassment!!

Business

Response:

Review: XO never provided the service it agreed to in a co-location site. They continued to bill us despite not providing the service. They cut off our other service until we paid for the service we didn't get. XO has not responded to service tickets and has been non-responsive about service issues. We have had many other service level issues with them and they have not honored their contract.Desired Settlement: $22,000 for service paid for but not delivered.

Business

Response:

From: [redacted]

Sent: Wednesday, March 27, 2013 3:40 PM

To: Regulatory Grievances

Subject: CO Revdex.com complaint #[redacted]