Yadkin Valley Telecom, Inc.

Review: After having a data usage service misrepresented by a customer service representative, I was overcharged for three months. Once I made Yadkin Valley Telephone aware of the situation, there were not willing to work with me even though their customer service respresentative misrepresented the cost associated with my original call, concerning using a hot spot on my wife's phone. Below is an email follow-up by [redacted] of Yadkin Valley Telephone, and my email response. I believe this outlines the scenario and Yadkin Valley Telelphone's unwillingness to work this out, which I have been trying to do since early January. Again -- I have paid 80+% of the data usage charges related to a four month period, representing charges of approximately $2400.Please see email train:Hi [redacted], We do appreciate your business for those years you were with us and wish you the best at your new address. I spoke to my Supervisor again about this matter and we stand by our final decision of no credit on this account [redacted] that has been removed. What you have been charged for on your bills was for the service you have used and was charged for. Yadtel was charged for that service and usage as well and we have to pay a bill to [redacted]. The Customer Service Manager had tried to call you several times and left messages for you in the past and did not receive a call back. We consider this matter closed. Thanks and have a good week. [redacted]Customer Sales and Service SpecialistYadtel TelecomPhone: ###-###-#### Ext. [redacted]Fax: ###-###-####www.yadtel.comDesired Settlement: As a 16 year customer of Yadkin Valley Telephone in good standing, I would like this matter dropped immediately, brining my closed account to $0. I would like this matter closed, and the harassment from management to end.

Business

Response:

I called customer twice and asked him to return my call to discuss his situation but he never returned calls. The customer was warned with text alerts and conversations that he was exceeding his data plan and chose not to limit his usage or increase his data plan. He was using the data on his phone as his sole internet. Below is the documentation of our conversations and alerts sent to customer. He was aware and chose to use the data so he is responsible for the bill. September 17, 2014- Data plan changed on account to 5GB plan. This plan allows for 5GB of data usage and then billed $10.00 for each additional 1GB of data that is used. Customer was made aware of this at time of plan change.October 30, 2014 Text Alert sent to mobile to advise of high data usage.November 15, 2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.November 30, 2014- Text Alert sent to mobile to advise of high data usage.December 15,2014- Customer received bill reflecting overage charges. The bill discription states the amount of overage and how it is rated.December 29, 2014- Text Alert sent to mobile to advise of high data usage.Text Alert sent to mobile to advise of high data usage.January 2015- Wireless specialist spoke with customer to advise him of his high usage and large bill. She advised customer that the data usage would be suspended if payment for the data was not made. Customer admitted that he was using his data as his sole means of internet service. He also stated he would not pay his bill. Our Wirless Manager also talked with customer.January 27, 2015- Customer called when wife's data was suspended and was told the bill would need to be paid. He still disputed what he owed. He was offered a larger data plan but was told he would need to pay for the data usage that he had already been billed for. January 29, 2015 Customer closed account leaving a balance of $409.88. Management has decided he does need to pay the amount owed. We have worked with him to keep him informed of his overages and he is responsible for the amount owed. [redacted]Customer Service ManagerYadkin Valley TelecomPlease note my new email address [redacted]###-###-####

Consumer

Response:

From: [redacted] [mailto:[redacted]] Sent: Tuesday, April 21, 2015 7:32 AMTo: [redacted]Subject: Re: A new message is waiting from the Revdex.com of Northwest North Carolina in regards to your complaint #[redacted]. To whom it may concern, As a former customer, Yadtel is misrepresenting their information. Yadtel is incorrect in this matter on numerous accounts of Ms. [redacted] report, posted April 6th, beginning with the first post - noted below on September 17th. This is where the problem began.(from Yadtel Revdex.com report). September 17, 2014- Data plan changed on account to 5GB plan. This plan allows for 5GB of data usage and then billed $10.00 for each additional 1GB of data that is used. Customer was made aware of this at time of plan change.I’ve explained this to the Revdex.com and to Yadtel, and Yadtel’s misrepresentation of this claim is why I asked professionally for Yadtel to adjust its billing. I was told by their customer service rep that the charge for overage was a 1-time charge of$10 over purchased plan — no more. I purchased, or changed, my plan on September 17th with this understanding.Ms. [redacted] failed to list in her Revdex.com explanation the enormous amount of outreach, time and effort I made as a 16-year in good standing customer to mutually resolve this matter. Clearly Yadtel has no respect or regards for 16-year valued customers. Ms. [redacted] was well aware of the communications between her associate (or direct report), [redacted], and my efforts to work to a reasonable end on my 16-year account. I feel the payments that I made are more than fair as to the overcharging from Yadtel.While I overlooked your email of April 6th with Ms. [redacted] response official Yadtel response due to heavy work loads, this matter is not finished for me, as I feel the actions of Yadtel customer service are beyond professional, and Yadtel does not deserve a favored rating from the Revdex.com.See below the email train from [redacted], which I am certain Ms. [redacted] is aware. Ms. [redacted] state “management” has made a final decision. I can only assume that Ms. [redacted] is management or took this to a higher level.It’s apparent to me that Yadtel DOES NOT after 16-years appreciate my business. I will now right the CEO personally to state my disappointment in this entirely wasteful situation.(from [redacted])Hi [redacted], We do appreciate your business for those years you were with us and wish you the best at your new address. I spoke to my Supervisor again about this matter and we stand by our final decision of no credit on this account [redacted] that has been removed. What you have been charged for on your bills was for the service you have used and was charged for. Yadtel was charged for that service and usage as well and we have to pay a bill to [redacted]. The Customer Service Manager had tried to call you several times and left messages for you in the past and did not receive a call back. We consider this matter closed. Thanks and have a good week. [redacted]Customer Sales and Service SpecialistYadtel TelecomPhone: ###-###-#### Ext. [redacted]Fax: ###-###-####www.yadtel.com———For me, Yadtel is the type of company that only looks after itself, not its customers.[redacted]cell: ###-###-####