X O Communications

Review: -Sent termination e-mail and letter 90 days before our contract ended.

-Receipt acknowledged by company representative

-Was still billed after termination - Tried to work with company to resolve

-Turned over to a collection agency - provided documentation

-Now have a new collection agency calling.

-Tired of wasting time on thisDesired Settlement: Stop trying to collect something that is in error.

Business

Response:

XO Communications (XO) hereby responds to Complaint ID# [redacted] filed by [redacted] on behalf of [redacted] (Complainant) disputing charges in the amount of $ 4,634.02.

Review: We left XO to go to [redacted] for internet and phones. I have a document from [redacted] telling me if they transfer the service to them that is an indication my service has been released. I verbally spoke to an XO rep who also verified I was on a 30 day contract. XO is tring to bill me for service they released and are not providing. One phone number that they say is still in service [redacted] is dead when you call it. They have the intention to bill me for 3 billing periods for service they are not providing. Seems like they have a scam going to try and bill after service has been discontinued. How can they port out my service if I am still under contract with them. When they port out the service it says to me my contract is over or they would have refused to port out my service if I was still under contract.Desired Settlement: I would like to have them explain to me after porting out my service how can they expect to bill me. There are laws to protect against this type of activity.

Business

Response:

Review: We requested for a RESPORG of our 800 number. Specifically [redacted] since Friday March 15th. This 800 number is a life line for our business [redacted] as most of all our customers across 4 states rely on this phone number to make an order. Since XO Communications have failed to honor the RESPORG or release of our 800 to our new phone service provider, this had caused us Lost Sales from Monday and XO still failed to release (RESPORG) the number.

Monday: The original issue was that the RESPORG was rejected because they couldn't find my name [redacted] as an authorized signer of the account only to find out that they misspelled my entire name. I had then called and they had corrected this spelling.

Tuesday: The RESPORG request/submittal was REJECTED again due to ANOTHER misspelling of the name only to be corrected again for the second time.

Wednsay: The RESPORG request/submittal was REJECTED again due to my name, [redacted] was NOT on their system.

I had called XO again only for their customer service department to be rude and she refused to transfer me to their supervisor. Once I finally gotten a transfer, they had hung up on me. Called back and spoke to [redacted] who is their Supervisor and explained that since Friday, we've lost Hundreds of thousands of dollars due to their lack of customer service and practice. I've explained to her that there is a disconnect on their information between departments. They had then blamed that they have to follow the FCC regulations when a RESPORG is done to an 800 BUT that is NOT the problem. The problem is that they had misspelled my name twice which caused two days worth of lost business sales.Desired Settlement: Just want this RESPORG to be completed! We need that 800 number to be release ASAP so that our customers can start calling in.

Business

Response:

From: [redacted]

Review: XO Communications has failed to release all numbers to [redacted] since October 2013. Our company has sent in all necessary documents to switch phone lines from XO Comm to [redacted] and cancel services with XO. When contacting XO representatives are unable to give solid answers for the extreme delay. XO blames the issue on [redacted] and claims to have no authority in switching over the lines and advises [redacted] to only speak with [redacted] for resolutions.Desired Settlement: Release all lines to [redacted] and schedule at time and date that lines will be switched over to [redacted] and thereafter cancelled from XO communications without telephone line disturbances. AS SOON AS POSSIBLE!

Business

Response:

From: [redacted]

Sent: Tuesday, December 31, 2013 8:07 AM

To: [redacted]

Subject: [redacted]

Review: We closed a location in [redacted] that was using XO service in 2011. We notified XO we would like to discontinue service. They said our billing autorenewed our agreement. We haven't had the location and are not using XO service and they continue to bill us and threaten to enforce a contract renewal we cancelled. We are still using XO for our other location but our XO rep refuses to help up with a refund.Desired Settlement: A refund for the amount we were forced to pay and not using service since 2011 or a credit toward our current bill.

Business

Response:

From: [redacted]

Sent: Friday, April 12, 2013 1:43 PM

To: Regulatory Grievances

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

Review: XO has continued to bill us for services not provided. They demand payment and refuse to discuss the matter. To be specific, XO provided us Local phone service. For our business we initially had 2 Local PRI, and last year, added a third one to expand our capacity. Since XO was unable/unwilling to provide us reliable services, and could not repair the service related issues, we moved to a different carrier. During this move, we found out that there was a 4th circuit that we were being billed for, as it was not clearly identified on the bill. As we inquired about it, we found out that it was tied to a specific Circuit ID (CID). Upon investigation, we discoed that the CID did not exist in our facility nor did any number that closely resemble it have a smart jack where we could plug into it. As we worked with XO to resolve this issue, they failed to locate the circuit but said it was seen as valid as some contractor verified it as worked over 6 years ago. XO has agreed that many account changes has happened in that period of time and denounces that there could be a possibility of a mistake on XO's behalf. Yet even today, they still bill and demand payment for something that never existed, or could have substantial evidence that it did exist. They cite their internal PSR, and contracts that are no longer valid, and won't even come out and look at what is going on. Instead they demand payment for a mistake that has been in their system.Desired Settlement: The desired outcome is for XO to be responsible. To show this, we need a $48,525.75 credit on the account. If any less credit or no credit is given, the only desired outcome would be for XO to engage in constructive conversations to properly identify where this circuit may have existed, its history and timeline of what happened to it, and answer my questions with reasonable and realistic answers that make sense to why this circuit is valid (showing proof), and to provide substantial evidence of the legitimacy of the circuit.

Business

Response:

XO Communications (XO) received Complaint ID # [redacted] from [redacted] on behalf of [redacted] (Complainant).

Review: The company used deceptive practices to lock me into a new 3 year contract. I had a 3 year contract with XO for internet and phone services. We had many issues over the last 3 years, but I honored the terms of my contract. About 2 months ago an XO sales rep reached out to me to cage my level of satisfaction and offered to review my contract and see what options would be available to me. In that review the rep and sales manager determined that they can give me a faster connection for the same price. Even thought I was reluctant to sign up for another long term contract, I decided to move forward. 45 days later they told me the new service is not available to me in my building. The rep offered to give me very similar service to what I have, which they knew I was very unsatisfied with. While all this was happening, XO renewed my contract to a new 3 year agreement. My complaint is that they new my contract was up for renewal and knew I would cancel and tricked me by offering me service that they could not provide at my location, while in the mean timer renewed my contract for 3 more years. I was very clear on the phone and via email that I do not want to get into another long term contract.Desired Settlement: call me and change my service to month by month.

Business

Response:

Review: Our company, [redacted] was a former customer of XO Communications. In April of 2013, our contract with XO was due for renewal and we decided to go with another provider. According to our contract and instructions given to us by numerous account executives we were to provide them with a cancellation request no later than 45 days of our contract's expiration date, which we did. Our new provider provided the number port request and the cancellation was carried out by us according to what is outlined in our signed contract with them. We have continued to receive bills from XO and have contacted them numerous times to have this taken care of and have our account cleared of charges that they continue to impose on us even though we are no longer using their services. The most recent bill was sent to us on October 16, 2013. It has been approximately six months since our cancellation yet we still continue to receive bills. We are told that the account is being reviewed and will be taken care of, but nothing has been done. This could potentially impact our credit and we are extremely displeased.Desired Settlement: Our account needs to be cleared of all charges that have been put onto our account prior to our cancellation request. We should not be charged for a service we are no longer using.

Business

Response:

XO Communications (XO) hereby responds to Complaint ID # [redacted] for [redacted] (Complainant) disputing their balance and requesting a billing adjustment.

Review: X O Communications has raised our rates during the duration of our contract and I do not understand how this is possible. We have been in business for many years and a contract is a contract. We stand by our price quotes even if we are not making as much money as we want. I am sure if we were to withhold payment, XO would terminate our service. There was no notification allowing us to terminate due to the rate increase. So basically, the contract simply holds the customer hostage.Desired Settlement: I want the ability to investigate other options and be certain XO is still competitive in this market. We have been with XO for many years and I am no longer comfortable doing business with a company that does not hold to the contracted rates. If I find a better option, I want to be released from the remainder of the contract with no penalties. If XO does not release us from the remainder of the contract, I will be forced to contact the Attorney General.

Business

Response:

XO Communications (XO) received complaint # [redacted] filed in your office by [redacted] on behalf of [redacted]

The complaint is regarding a billing dispute.

XO Communications has reached an agreement with [redacted].

XO considers this matter closed.

XO Communications, Inc.

Consumer

Response:

From: [redacted]

Date: Wed, May 8, 2013 at 12:43 PM

Subject: RE: Complaint

To: [redacted]

I do not know what agreement XO is referring to. I have tried to initiate contact with XO on 9 separate occasions with regards to this complaint. None (0) of my telephone calls have been returned.

All of this is news to me. I am very confused.

Review: My 7 person small business had been a customer of XO Communications for over five years. Last year we decided to change internet service providers because we found a better deal for faster internet. We also had many problems with their customer service. As per XO's instructions, we sent a letter to them in May of last year notifying them that we wanted to cancel the service when our contract expired on 8/17/12. When August came around, our offices were under construction and we had to delay the switch. We continued to pay our monthly bill on time, and in May of this year, we told them to discontinue service because we were ready for the switch. Our customer service representative contacted me and told me it would be an extra $3,000 to cancel at this time. I thought that the $3,000 was ridiculous since we basically gave them an extra 8 months of business. She told me she would try to do something about these charges and would get back to me. On June 7th, she wrote me and informed me that we owed $31,000! That is not a joke or a typo. I emailed her back saying, "We sent you an official letterhead request on May 30th of last year as well as notified you 45 days before our contract auto-renewed that we wanted to cancel. Why are we being billed anything at all, let alone $31,000?" She responded by saying that another option would be to charge us 60% of the monthly rate for the last 8 months, which is "standard on all month-to-month terms for 3 year contracts." I don't even know what this means. At no point did anyone tell us that if we went past 8/17/12 that we would be charged 60% more than what we had been paying. This option would cost us $6,460.90. So basically, I was under the impression that we didn't have to pay anything for cancelling the service. Then I was informed it was $3,000 to cancel, then $31,000, and now we are at $6,460. This is extremely unfair and I don't feel like we should have to pay anything.Desired Settlement: I don't want to pay XO a cancellation fee because I don't think we did anything to warrant a cancellation fee. Companies shouldn't be able to penalize people because they found a better deal.

Business

Response:

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

Review: My agency moved away from XO Communications to another provider 12/29/2012. All appropriate steps where taken to make sure our contract didn't renew. A letter of non-renewal was sent in October. Our acct rep was notified mid-November as well via email and a copy of the non-renewal letter was attached to the email. Our XO rep confirmed our contract end date of 12/29/2013. Several times during the term of our contract, I verified that our contract expired 12/29/2012. There was confusion on XO's part about our contract term date. Every time I had the discussion, XO concluded the contract term date was 12/29/2012 and claimed to have notated our file. XO didn't cancel our service when requested even though we were being charged and serviced by our new carrier. In February, we received another full bill from XO. I contacted them again to have our service stopped. I was told in part that this was due to the port request for our telephone numbers to be moved to carrier not being sent by my new carrier until mid December. XO claims to hold the right to bill for numbers for 45 days even though they completed their port to my new carrier by the contract end date. I have argued this point but was told I would be billed through to February 1. In March, XO sent a bill with a $3138.96 early termination fee was added to my acct (balance on bill was $2302.44 due to our own overpayment). I called XO, sent letter, and email confirmation from acct rep showing contract end date. I rec'd a call from XO stating credit Should be applied and we were due money back. Credit was to be present on April bill. I rec'd April's bill and the credit had not been applied. I called again, confirmed it would be present on May bill. My agency was sent to Access Receivables collection agency by XO for non-payment of the early termination fee. I called again today. XO confirms credit is in process but they don't know why it is just sitting there.Desired Settlement: I want all undo charges assessed to my account after our contract end date of 12/29/2013 to be removed and refunded to us as XO was no longer our carrier. I requested the termination of my account 45 days in advance as agreed upon in my contract. My contract should have ended then. If XO truly holds the right to do this, I should, at minimum, receive a credit for all payments made to the account for sevices rendered after 2/1/13 and the early termination fee should be removed. I would like XO to withdraw any adverse information sent to credit reporting agencies pertaining to their negliegence in the handling of this matter. I'd also like a letter from XO stating as much. Because it's not too much to ask when someone makes a mistake, I'd like the letter to include an apology for this nonsense. I'm not paid to manage XO employees so this is a tremendous waste of my time and company resources to have to babysit XO.

Business

Response:

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

Complainant contracted for bundled services with XO, and XO billed for services pursuant to the terms and conditions of the agreement.

XO received a partial port out request for 98 telephone numbers(TNs).

XO explained to Complainant that under industry standards and processes, a disconnected TN is not available for porting; therefore, XO would not disconnect Complainant’s services until the port out completed. The porting of the 98 TNs completed on 12-28-2012. At that time, Complainant requested disconnection of the remaining services on the account, which XO processed effective 45 days later on 2-2-2013, pursuant to the terms and conditions of the agreement.

A refund for overpayment of $ 836.52 is being processed and will be forwarded to the complainant.

Sincerely,

XO Communications

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I have been advised that various e-mail addresses have been blocked from my account which XO is my provider. They have advised me how this matter may be corrected and I have acted accordingly. They have not corrected the problem and I need to have this resolved immediately. This could lead to business failure. I need communications. This started on 23-May. Today is 5-June.Desired Settlement: Please act responsibly and correct the problem and get my PUBLIC FACING IP ADDRESSES put on the WHITELIST.

Business

Response:

XO Communications (XO) responds to Complaint ID # [redacted] filed by [redacted] (Complainant) regarding IP addresses.

Complainant contacted XO to unblock IPs for domains he works with.

XO will and does place blocks when hacking and account compromised attempts are detected coming

from an IP and/or majority of IP’s in a range (foreign or domestic) in order to protect the integrity, operation

and security of its network, services, equipment, and customers – as does every network connected to the

Internet.

Although XO’s Hosting team worked with Complainant to unblock customer provided domains, the Complaint pursued other email options and closed their account.

Attempted to contact Complainant for review and discussion without success.

Sincerely,

XO Communication

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

1. I worked with many representatives during a 3 week period in attempts to resolve my issue with XO. I was informed what to do and I did it. I was told if I provided the Public Facing IP address, they would unblock that IP address. I attempted to do this many times, and they failed to unblock these IP address. This was affecting 6 contacts that I do business with. Not good. It went on for approx. 3 weeks with no resolution with repetitive actions and continuous phone calls over and over again consuming many hours of my time from day to day. They would call to assure me that my blocked IP addresses were going to be put on the WHITELIST or the SAFELIST by such and such time on such and such date. It never happened. Over and over again.

2. I understand what XO did and their statement makes sense when they are protecting their SERVERS. No problem. How they went about blocking hundreds, or thousands, or tens of thousands of e-mail contacts without any public notification to it's customers I find irresponsible and very unprofessional. Imagine if all of a sudden you couldn't call 6 family members on your telephone because the numbers were suddenly blocked.

I only read the response one time and immediately came to this reply so I can't pick at each point made in their response to my complaint nor do I wish to. One thing I do remember reading was that I chose to get another provider. Let it be clear that I didn't decide to get new service because I wanted to, I ended up being told by the supervisor in a very nice way that he thought that it looked like the quickest smoothest way to resolve this issue was to contact another provider which I did. The transition was seamless!

We at this company had been using the services of XO for about 6 years. I never had a problem until I found myself unable to e-mail many of my suppliers in my factories overseas. It was very difficult for me for approx. 3 weeks and I want it to be know at the Revdex.com.

Thank you.

Regards,

Business

Response:

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

XO takes all such matters very seriously regarding actions on an IP Address or telephone numbers.

In the initial response, it was explained XO may place a block on a ‘range’ of IP’s in cases of hacking or account compromise and do not specifically block email from XO hosting accounts by IP address or domain.

As related to the complainant, XO agreed to unblocking of IP(s) for domains he works with, but understood it took time on the Complainant’s part. When notified of an issue, XO responds as quickly as possible to evaluate and unblock the associated IP(s).

Another hosting provider was optional for the Complainant as related to this matter.

Upon receipt of the initial complaint and the supplemental complaints, attempts were made to reach **. [redacted] regarding his experience, but without success.

Sincerely,

XO Communications

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Let me make myself clear.

1. You failed to provide the service that you promised. I was told that if I presented the PUBLIC IP ADDRESS, that you (XO), could UNBLOCK this address and I would then be able to communicate via e-mail. I received phone call after phone call assuring me that at a certain time on a certain date that the various IP addresses would be put on the WHITELIST, and it failed every time.

2. Finally a very nice supervisor by the name of Michael told me that as it didn't seem that XO was going to be able to resolve this issue, that it might be in my best interest to look for another service provider which I did. He advised that XO was in the process of building a new platform that was expected to be finished by the end of 2013.

3. The bottom line issue that I have regarding this complaint is that I want the executive level at XO COMMUNICATIONS to know that the decision to do what they did and how they went about doing it, was with disregard to me, and probably many other customers.

Lastly, I take insult that you make a false statement that you we not able to contact me. Upon reading this I immediately picked up the phone and call **. [redacted]'s office and left a message for her to please give me a call. I've invested a lot of time regarding this issue and I'm determined to find out how something like this could happen. The only failure that occurred was your not being able to do what you said you could do. Period.

Regards,

Business

Response:

From: [redacted] <[redacted]>

Date: Wed, Jul 10, 2013 at 1:11 PM

Subject: Regarding Complaint# [redacted]

To: [redacted]

**. [redacted],

I am the case manager handling the responses to Complaint ID #[redacted] filed by [redacted] (Complainant).

The initial complaint was received in our office on 6-16-2013 and responded to on 6-20-2013. (Voicemail left for customer on 6-19-2013 on [redacted]

A rebuttal response was received in our office on 6-28-2013 and responded to on 7-3-2013. (Voicemail left for customer on 6-28-2013 on [redacted].)

The Complainant called today and left a voicemail and I returned his call to [redacted] as requested per his voicemail.

**. [redacted] made several comments and further stated there was an office event that he was being pulled away from and suggest I call back.

I was only able to make the comment of him returning my call when it was convenient for him.

**. [redacted] stated he would be rejecting the last response sent to the Revdex.com.

**. [redacted] is a former customer of XO and expresses having a less than a positive experience regarding the issue of IP addresses, however, he states on the rebuttal response that he had services with XO for 6 years and never had a problem.

I just wanted to provide this update to you directly and will respond to any rebuttals once received from the Revdex.com.

At this point, I can only apologize to the complainant for his experience and appreciate his feedback as well as filter it back to the respective departments for possible improvement, although XO does not admit to any wrongdoing in this matter.

I welcome any suggestions for any additional handling.

Thank you,

XO Communication

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jul 10, 2013 at 3:36 PM

Subject: RE: Regarding Complaint# [redacted]/ Second update

To: [redacted]

**. [redacted],

**. [redacted] called again and expressed his dissatisfaction with the written responses, but once again would not allow me to clarify any possible misunderstandings.

He specifically commented on contact not being made. I explained the attempts to reach him were on the daytime number provided on the complaint.

He continued expressing his concerns and I was able to politely interject and apologize for his experience, but was interrupted before I could get any further.

**. [redacted] then stated he was tired and hung up before I could respond.

This is only any update.

Thank you,

XO Communications

Review: XO Communications called a couple of months ago to advise our office that our phone lines had been hacked and a large number of international fraudulent calls had been placed using our phone numbers. They immediately terminated the international calling and launched an investigation of some sort. We were asked to provide the type of phone system we have and not much else. The charges totaled over 1500.00. The next month's bill contained those charges and we were asked to pay them. I filed a dispute of the charges with XO. They then began another investigation. Weeks later, we were advised that since our phone system has a "brain" (direct quote), we would be responsible for the charges. I debated this with them. I then received a phone call and email demanding payment or our service would be terminated. After speaking with a representative, she was "authorized" to cut us a deal and only charge us 650.00 for the fraudulent charges. I absolutely do not feel that our company should have to pay for charges that are fraudulent in nature. How do we even know that the calls were actually made?Desired Settlement: We would like to see all of the charges removed from our account.

Business

Response:

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

Review: XO breached our contract by not moving our service for phone and internet to a new location within 60 days notice. As a result, we were forced to hire an other service provider. XO continued to bill for for 4-5 months after we stopped service. XO nor any of the collection companies have addressed this issue nor explained why they continued to bill us after we cancelled service with them. XO had to release our phone numbers at the time of the switch, so they had first hand knowledge that they were no longer poviding us with service. I have asked [redacted] with the current collection company ([redacted], & [redacted] against who I will be filing a complaint) to explain the charges that continued after we cancelled service, but he never could answered my question. He told me he would find out from XO why there was a continued billing after termination and get back with me. He never did follow up, and when I sent a follow up email to him a different person [redacted] responded to my email, telling me he was taking over the account and threathen us with attorneys. [redacted] also has mailed a letter accusing [redacted] of being unwilling to settle the matter. This letter also threaten me with a lawsut if we don't pay.Desired Settlement: [redacted] paid all the invoices for the service XO provided, and unless they can show me where [redacted] has not paid for the services they provided, I would hope that they stop harrassing us. They lost the account because they were claimed to needed more than 60 days notice to move our services to a new location. This was directly contrary to what I was told by the XO salesperson at the time we choose to use XO. We knew we were going to move office locations in the next year or two and we were specifically told at the time of signing the contract that they only needed 30 days notice to move our service. I believe [redacted] has paid XO for all months they provided phones and internet service for [redacted].

Business

Response:

From: McCoy, Ester

Sent: Tuesday, March 26, 2013 3:12 PM

To: Regulatory Grievances

Subject: UT Revdex.com complaint #9466146- Liberty Restoration

XO Communications (“XO”) responds to Complaint # 9466146 filed by John Williamson on behalf of Liberty Restoration (“Complainant”).

Complaint is regarding a billing dispute.

In an effort to resolve this matter, XO reached out to the Complainant, but was advised they had settled with the Outside Collections Agency.

XO therefore considers this dispute resolved.

If you have additional questions, I can be reached at [redacted]

XO Communications

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: