Yourtel America

Initial Business Response / [redacted] (1000, 8, 2016/02/09) */ The customer wanted home phone services with our company and we connected her servicesWhen the order completes we sent a notification to The National Accountability Database (NLAD) we received a response that she has services (Wireless/Home) with another lifeline provider meaning we were unable to claim her as a lifeline customerWe changed the customer to the Non Lifeline rates and explained the billing to the customer on 09/21/There were payments made on the non lifeline ratesThe customer recently made a payment for the full past due amount but has been disconnectedThe customer is free to transfer to transfer her lifeline services to our company since it has been over days with the other providerWe can reconnect once we get new documentation showing the customer still receives assistance

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ The customer has had an open repair for a jack replacementThe customer had dial tone at the box but our inside technician would have to repair the jackThe customer was disconnected for not complying with recertification requirementsWe received his lifeline form but we don't have proof he still receives assistance to qualify for the lifeline services We've notified all of our customer's for months via mail and phone advising of the recertification requirementsOnce proof is provided we can reconnect the services and proceed with inside technician commit

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ AT&T confirmed dial tone was restored on 12/08/I reached out to the customer several times but got no answerI also reached out to the contact number listed on the customers account and a family member answered and confirmed the customers dial tone has been restored and they have spoken with the customer todayGave a credit for time without service and closed the repair ticket Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ In regards to the taxes the customer has to payThis customer is a non lifeline customer all taxes apply according to the Missouri state and city tax websiteEach charge listed on the customer's billing is in regards to the taxes all Missouri non lifeline customer's pay on a monthly basisWe receive a tax charge on our billing every month we don't pass that charge down to our customersWe apologize for any misunderstandingThe customer's tax amount has been the same for several monthsThe billing has changed based on any monthly charges added for exDirectory assistance is $cents per callI will be happy to explain the billing in more detail to the customer if needed