Zellora Solutions

Complaint: [redacted] I am rejecting this response because:This seems to be the kind of service this company providesAs I stated inthe initial complaint I feel they made a MISTAKE, and now they say I amcalling them liars? Embarrassing! I do believe it was an honest mistake.And when mistakes are made, generally it would seem reasonable to work withsomeone to resolve them.I was told times, once in writing that we could REDUCE our plan if we outsourced our inbound call center (keep in mind 85% of our calls are inbound, so obviously this is a drastic reduction, not just shuffling minutes around as was implied by ***.)Second, I was told over the phone that there is no problem with cancelling an account, and there is only a $feeTo insinuate that when someone calls about cancelling a plan that is currently under a contract, that they should automatically know they must complete the contract and pay the remaining $24k is ridiculousThat was obviously the reason for calling, to find out how to cancel the plan, not to stay on the contract through the term.We did allow a reduction in the minute plan on in January on That does not negate the contract in any way The contract stays in force but the minutes of usage are reducedWe did advise [redacted] on November 28th, that he could not reduce his rate plan as he was under contract and had not completed his termAgain, if a customer wishes to cancel their contract, we allow them to do so [redacted] knew he was under contract as late as November (on both the 17th and the 28th) via mailsNow I understand that these were likely two mistakes by employeesUnderstandable, mistakes happenBut, based on the information that was provided, we make a large change that prevents us from using the service any longerEven neglecting the mistakes that were made, most all telcom companies have early contract termination clauses in the contract (usually around months charges.) This company has no clauses in the contract, but I would have expected something like that to be said when I initially called, as this is a requestAdd in the mistakes that were made, I would expect even more than this to come to a reasonable solutionWhen mistakes are made, they should be made right.Our contracts do not have an early out clause so once signed; they are enforced until the contract end dateIn regards to the "account review" perhaps they were doing this regularlybut I was paying nearly DOUBLE the contract amount per monthI personally would expect that if an account review is done, and someone is doubling the cost in overages, that they would be contacted to add a new bundle of minutes to the plan so they are not being billed at very high overage ratesI was left on a plan while getting around 20K minutes in overages that are billed at very high ratesIf they were really doing account reviews, I think this really illustrates that the company is more concerned with making the extra buck, rather than providing the best service to the customer.Nothing could really be further from the truth – we are not all about the moneyI provided information from our internal notes system about the times we reviewed his usage vswhat he was being billed forI have offered to do everything on my end by offering to pay a termination fee, or difference between vs year contracts so that it does not cost NexVortex a dime, as it seems the only thing NexVortex cares about is moneyUnfortunately, it seems they care so much about money that they are not even willing to work with this, or offer any other resolutionsThey would rather hold someone to more years of a contract despite the misinformation provided when inquiring about cancelling Again, we allow customer to cancel their accounts – some companies do notThey allow the account to remain open and the charges to accrue month after month (including late pay fees) until the end of the contractRegards, [redacted] Again, nexVortex is above board in all aspects of their serviceWe reduced the plan as requested and the customer knew they were under a contract with no early out clauseThe customer did not cancel because of bad service; we kept up our end of the dealWe are standing by our service and by the contract that was signed and put in place in good faith with this customer – that we would deliver what was ordered and that the customer would keep their service as they orderedDeb M [redacted] V.P., Customer Experience

All ?" first off, nexVortex ? prides itself on being above board and upfront with customers every step of the way throughout our relationship with them [redacted] is implying that we lied to him and then decided to later hold him to the year contract that was signedThat simply is not the case.? We reviewed the usage on his account every few months ? to ensure that the plan minutes were in line with what the customer was using We do not necessarily ping the customer but we do frequent account reviewsContract was signed on August 28th, Account notes indicate account activity on the following dates:August 25th, ?" phone call between Adam C [redacted] and [redacted] Notes as follows:Checked in with [redacted] and had a good conversation about his current service planHe told me that they are just coming off of their busy season (summer) and are about to enter more of a down periodHe also said that they hired two new calling agents which he thought would reduce customer wait time and slightly decrease usage on the inbound sideWe decided that it would be best to add on 10k inbound minutes for now and evaluate at the end of September to see if they are on trackNotes ? on the account indicate that the 10k upgrade was a success and that the usage is right where it should be.? August 28th, ?" Year Contract signed.Dec 3, ?" Internal salesperson usage review.Feb 5, ?" Internal salesperson usage review.April 5, ?" Internal salesperson usage review.June 2, ?" Internal salesperson usage review.July 7, ?" we sent the following email:Hello [redacted] , I just wanted to check in with you to see how things have been with your nexVortex serviceDo you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####Thanks, Adam C***August 10, ?" Internal salesperson usage review.On Sept 27th, 2016, Adam C [redacted] sent an email as follows:Hello [redacted] ,I just wanted to check in with you to see how things have been with your nexVortex serviceDo you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####.Thanks, Adam C***On October 12th, 2016, [redacted] replied:"Hello sir! We are possibly looking at outsourcing a portion of our callcenterThis is primarily inbound trafficDo you have any Outbound only plans? [redacted] "One minute later, Adam replied:Hello [redacted] , Thanks for letting me knowI do believe that we can put together some sort of custom service plan for you that would account for only outbound callingI have copied David L [redacted] , your channel account manager, on this email as he will be the best person to speak with in regards to this.Thanks, Adam C [redacted] (Please keep in mind that we do change the inbound/outbound minute mixes for customers from time to time so accommodate their usage) In January, 2017, we did drop some of the bundles for him, reducing the month MRC from $a month down to $a month to better accommodate the traffic he was advising he would haveHe was downgraded to a smaller plan.November 17, - [redacted] sent us an email which created a ? ticket for us to cancel his accountHe was advised he was under contractCopy of ticket contents are attached.? November 28, ?" [redacted] sends an email request to lower the account month fee to just $He was again advised that he was under contract.-------- Forwarded Message --------Subject:? Re: Fwd: nexVortex-----Checking InDate:? Mon, Nov 11:54:-0500From:? Adam < [redacted] >To:? [redacted] < [redacted] >CC:? David L [redacted] < [redacted] >, Steve < [redacted] >, [redacted] M [redacted] < [redacted] >Hello [redacted] ,Unfortunately we are unable to move you to the nVservice plan because you are currently under contract on your nVservice plan and have not yet completed your term? Once you finish your current term we can move you down to the nVplan as your contract will be up? If you have any further questions about your contract, current term, or payment options please contact my colleague Steve Dimler (CC'd) via email or at ###-###-####.Thanks,Adam C***On 11/28/11:AM, [redacted] wrote:As requested, can you please change our account to the NVplan? ? As discussed we have lost our call center and do not need amount of minutes that we are currently on.? - - - -- - - - - - - - - - - - - - - - - - - - - --As for the $account close charge, when any customer calls in and asks us what is the charge to cancel an account, the answer would be $“Then we called and asked if we were feed if we were to cancel service” ?" [redacted] ’s wordsWe charge $to close an accountIf the question posed was how much would I owe if I cancel my account today, the answer would be that the customer would have to pay for any unused contract plus the cancellation fee and we would provide a rough estimate of the costs to cancel under contract [redacted] called in and asked about fees ?" the fee is $35.? There is never an issue with cancelling service; any customer can cancel service at any timeWe cannot make a customer keep their account with us but we do hold them to the contract that they signedIn this instance, the customer signed a contract for years and now would like to be let out of it ?" we do not provide any early termination clause in our contractsHe asked for a lowered plan and we clearly advised him that we could not do that until the contract was fulfilledWe still expect him to live up to his part of the signed contractual agreement.? nexVortex will hold in effect the contract that was signed and is in effect until 8-28-since it was signed in late August of 2015.Deb M

Complaint: [redacted] I am rejecting this response because:This seems to be the kind of service this company providesAs I stated inthe initial complaint I feel they made a MISTAKE, and now they say I amcalling them liars? Embarrassing! I do believe it was an honest mistake.And when mistakes are made, generally it would seem reasonable to work withsomeone to resolve them.I was told times, once in writing that we could REDUCE our plan if we? outsourced our inbound call center (keep in mind 85% of our calls are inbound, so obviously this is a drastic reduction, not just shuffling? minutes around as was implied by ***.)Second, I was told over the phone? that there is no problem with cancelling an account, and there is only a? $feeTo insinuate that when someone calls about cancelling a plan that? is currently under a contract, that they should automatically know they? must complete the contract and pay the remaining $24k is ridiculousThat? was obviously the reason for calling, to find out how to cancel the plan,? not to stay on the contract through the term.We did allow a reduction in the minute plan on in January on That does not negate the contract in any way? The contract stays in force but the minutes of usage are reducedWe did advise [redacted] on November 28th, that he could not reduce his rate plan as he was under contract and had not completed his termAgain, if a customer wishes to cancel their contract, we allow them to do so [redacted] knew he was under contract as late as November (on both the 17th and the 28th) via mails.? Now I understand that these were likely two mistakes by employees.? Understandable, mistakes happenBut, based on the information that was? provided, we make a large change that prevents us from using the service? any longerEven neglecting the mistakes that were made, most all telcom? companies have early contract termination clauses in the contract (usually? around months charges.) This company has no clauses in the contract, but? I would have expected something like that to be said when I initially? called, as this is a requestAdd in the mistakes that were made, I? would expect even more than this to come to a reasonable solutionWhen? mistakes are made, they should be made right.Our contracts do not have an early out clause so once signed; they are enforced until the contract end date.? In regards to the "account review" perhaps they were doing this? regularlybut I was paying nearly DOUBLE the contract amount per month.? I personally would expect that if an account review is done, and someone is? doubling the cost in overages, that they would be contacted to add a new? bundle of minutes to the plan so they are not being billed at very high? overage ratesI was left on a plan while getting around 20K minutes in? overages that are billed at very high ratesIf they were really doing? account reviews, I think this really illustrates that the company is more? concerned with making the extra buck, rather than providing the best? service to the customer.Nothing could really be further from the truth ?" we are not all about the moneyI provided information from our internal notes system about the times we reviewed his usage vswhat he was being billed forI have offered to do everything on my end by offering to pay a termination? fee, or difference between vs year contracts so that it does not cost? NexVortex a dime, as it seems the only thing NexVortex cares about is? moneyUnfortunately, it seems they care so much about money that they are? not even willing to work with this, or offer any other resolutionsThey? would rather hold someone to more years of a contract despite the? misinformation provided when inquiring about cancelling.? ? Again, we allow customer to cancel their accounts ?" some companies do notThey allow the account to remain open and the charges to accrue month after month (including late pay fees) until the end of the contract.? Regards, [redacted] Again, nexVortex is above board in all aspects of their serviceWe reduced the plan as requested and the customer knew they were under a contract with no early out clauseThe customer did not cancel because of bad service; we kept up our end of the deal.? We are standing by our service and by the contract that was signed and put in place in good faith with this customer ?" that we would deliver what was ordered and that the customer would keep their service as they ordered.? Deb M [redacted] V.P., Customer Experience

All – first off, nexVortex prides itself on being above board and upfront with customers every step of the way throughout our relationship with them [redacted] is implying that we lied to him and then decided to later hold him to the year contract that was signedThat simply is not the caseWe reviewed the usage on his account every few months to ensure that the plan minutes were in line with what the customer was using We do not necessarily ping the customer but we do frequent account reviewsContract was signed on August 28th, Account notes indicate account activity on the following dates:August 25th, – phone call between Adam C [redacted] and [redacted] Notes as follows:Checked in with [redacted] and had a good conversation about his current service planHe told me that they are just coming off of their busy season (summer) and are about to enter more of a down periodHe also said that they hired two new calling agents which he thought would reduce customer wait time and slightly decrease usage on the inbound sideWe decided that it would be best to add on 10k inbound minutes for now and evaluate at the end of September to see if they are on trackNotes on the account indicate that the 10k upgrade was a success and that the usage is right where it should beAugust 28th, – Year Contract signed.Dec 3, – Internal salesperson usage review.Feb 5, – Internal salesperson usage review.April 5, – Internal salesperson usage review.June 2, – Internal salesperson usage review.July 7, – we sent the following email:Hello [redacted] , I just wanted to check in with you to see how things have been with your nexVortex serviceDo you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####Thanks, Adam C***August 10, – Internal salesperson usage review.On Sept 27th, 2016, Adam C [redacted] sent an email as follows:Hello [redacted] ,I just wanted to check in with you to see how things have been with your nexVortex serviceDo you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####.Thanks, Adam C***On October 12th, 2016, [redacted] replied:"Hello sir! We are possibly looking at outsourcing a portion of our callcenterThis is primarily inbound trafficDo you have any Outbound only plans? [redacted] "One minute later, Adam replied:Hello [redacted] , Thanks for letting me knowI do believe that we can put together some sort of custom service plan for you that would account for only outbound callingI have copied David L [redacted] , your channel account manager, on this email as he will be the best person to speak with in regards to this.Thanks, Adam C [redacted] (Please keep in mind that we do change the inbound/outbound minute mixes for customers from time to time so accommodate their usage) In January, 2017, we did drop some of the bundles for him, reducing the month MRC from $a month down to $a month to better accommodate the traffic he was advising he would haveHe was downgraded to a smaller plan.November 17, - [redacted] sent us an email which created a ticket for us to cancel his accountHe was advised he was under contractCopy of ticket contents are attachedNovember 28, – [redacted] sends an email request to lower the account month fee to just $He was again advised that he was under contract.-------- Forwarded Message --------Subject: Re: Fwd: nexVortex-----Checking InDate: Mon, Nov 11:54:-0500From: Adam < [redacted] >To: [redacted] < [redacted] >CC: David L [redacted] < [redacted] >, Steve < [redacted] >, [redacted] M [redacted] < [redacted] >Hello [redacted] ,Unfortunately we are unable to move you to the nVservice plan because you are currently under contract on your nVservice plan and have not yet completed your term Once you finish your current term we can move you down to the nVplan as your contract will be up If you have any further questions about your contract, current term, or payment options please contact my colleague Steve Dimler (CC'd) via email or at ###-###-####.Thanks,Adam C***On 11/28/11:AM, [redacted] wrote:As requested, can you please change our account to the NVplan? As discussed we have lost our call center and do not need amount of minutes that we are currently on- - - -- - - - - - - - - - - - - - - - - - - - - --As for the $account close charge, when any customer calls in and asks us what is the charge to cancel an account, the answer would be $“Then we called and asked if we were feed if we were to cancel service” – [redacted] ’s wordsWe charge $to close an accountIf the question posed was how much would I owe if I cancel my account today, the answer would be that the customer would have to pay for any unused contract plus the cancellation fee and we would provide a rough estimate of the costs to cancel under contract [redacted] called in and asked about fees – the fee is $There is never an issue with cancelling service; any customer can cancel service at any timeWe cannot make a customer keep their account with us but we do hold them to the contract that they signedIn this instance, the customer signed a contract for years and now would like to be let out of it – we do not provide any early termination clause in our contractsHe asked for a lowered plan and we clearly advised him that we could not do that until the contract was fulfilledWe still expect him to live up to his part of the signed contractual agreementnexVortex will hold in effect the contract that was signed and is in effect until 8-28-since it was signed in late August of 2015.Deb M

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Below is the correspondence as requested about changing to a new plan Follow up emails were not answered by David L***, which prompted us to call for more information instead Not speaking with David L*** directly may be one of the reasons why we were given incorrect information On the follow up call to the NexVortex call center we were told that we were able to change our plan at any time, and when we asked what would be required to cancel a plan completely, we were told that we can cancel at any time and only a $fee MAY be imposed This was also confirmed after the call with information found on their website also listed below Between the emails, phone calls, and website we were unfortunately given the apparently incorrect impression that cancelling and/or downgrading service was not and issue and can be done at any time Based on that information we made the decision to fully outsource our call center immediatelyThis leaves us for no need for sip trunk services On 10/12/1:PM, Adam wrote:Hello ***,Thanks for letting me know I do believe that we can put together some sort of custom service plan for you that would account for only outbound calling I have copied David L***, your channel account manager, on this email as he will be the best person to speak with in regards to this.Thanks,Adam C***On 10/12/1:PM, *** *** wrote:Hello sir! We are possibly looking at outsourcing a portion of our callcenter This is primarily inbound traffic Do you have any Outbound only plans? Website States: What is the penalty to downgrade or cancel my plan?There is no penalty to downgrade your serviceIf you wish to cancel service, you must take care of any outstanding balance and a $cancellation fee must be charged up on your account.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Below is the correspondence as requested about changing to a new plan Follow up emails were not answered by David L***, which prompted us to call for more information instead Not speaking with David L*** directly may be one of the reasons why we were given incorrect information On the follow up call to the NexVortex call center we were told that we were able to change our plan at any time, and when we asked what would be required to cancel a plan completely, we were told that we can cancel at any time and only a $fee MAY be imposed This was also confirmed after the call with information found on their website also listed below Between the emails, phone calls, and website we were unfortunately given the apparently incorrect impression that cancelling and/or downgrading service was not and issue and can be done at any time Based on that information we made the decision to fully outsource our call center immediatelyThis leaves us for no need for sip trunk services On 10/12/1:PM, Adam wrote:Hello ***,Thanks for letting me know I do believe that we can put together some sort of custom service plan for you that would account for only outbound calling I have copied David L***, your channel account manager, on this email as he will be the best person to speak with in regards to this.Thanks,Adam C***On 10/12/1:PM, *** *** wrote:Hello sir! We are possibly looking at outsourcing a portion of our callcenter This is primarily inbound traffic Do you have any Outbound only plans? Website States: What is the penalty to downgrade or cancel my plan?There is no penalty to downgrade your serviceIf you wish to cancel service, you must take care of any outstanding balance and a $cancellation fee must be charged up on your account.
Regards,
*** ***

Complaint: ***I am rejecting this response because:This seems to be the kind of service this company providesAs I stated inthe initial complaint I feel they made a MISTAKE, and now they say I amcalling them liars? Embarrassing! I do believe it was an honest mistake.And when mistakes are made, generally it would seem reasonable to work withsomeone to resolve them.I was told times, once in writing that we could REDUCE our plan if we? outsourced our inbound call center (keep in mind 85% of our calls are inbound, so obviously this is a drastic reduction, not just shuffling? minutes around as was implied by ***.)Second, I was told over the phone? that there is no problem with cancelling an account, and there is only a? $feeTo insinuate that when someone calls about cancelling a plan that? is currently under a contract, that they should automatically know they? must complete the contract and pay the remaining $24k is ridiculousThat? was obviously the reason for calling, to find out how to cancel the plan,? not to stay on the contract through the term.We did allow a reduction in the minute plan on in January on That does not negate the contract in any way? The contract stays in force but the minutes of usage are reducedWe did advise *** on November 28th, that he could not reduce his rate plan as he was under contract and had not completed his termAgain, if a customer wishes to cancel their contract, we allow them to do so*** knew he was under contract as late as November (on both the 17th and the 28th) via mails.? Now I understand that these were likely two mistakes by employees.? Understandable, mistakes happenBut, based on the information that was? provided, we make a large change that prevents us from using the service? any longerEven neglecting the mistakes that were made, most all telcom? companies have early contract termination clauses in the contract (usually? around months charges.) This company has no clauses in the contract, but? I would have expected something like that to be said when I initially? called, as this is a requestAdd in the mistakes that were made, I? would expect even more than this to come to a reasonable solutionWhen? mistakes are made, they should be made right.Our contracts do not have an early out clause so once signed; they are enforced until the contract end date.? In regards to the "account review" perhaps they were doing this? regularlybut I was paying nearly DOUBLE the contract amount per month.? I personally would expect that if an account review is done, and someone is? doubling the cost in overages, that they would be contacted to add a new? bundle of minutes to the plan so they are not being billed at very high? overage ratesI was left on a plan while getting around 20K minutes in? overages that are billed at very high ratesIf they were really doing? account reviews, I think this really illustrates that the company is more? concerned with making the extra buck, rather than providing the best? service to the customer.Nothing could really be further from the truth ??" we are not all about the moneyI provided information from our internal notes system about the times we reviewed his usage vswhat he was being billed forI have offered to do everything on my end by offering to pay a termination? fee, or difference between vs year contracts so that it does not cost? NexVortex a dime, as it seems the only thing NexVortex cares about is? moneyUnfortunately, it seems they care so much about money that they are? not even willing to work with this, or offer any other resolutionsThey? would rather hold someone to more years of a contract despite the? misinformation provided when inquiring about cancelling.? ? Again, we allow customer to cancel their accounts ??" some companies do notThey allow the account to remain open and the charges to accrue month after month (including late pay fees) until the end of the contract.? Regards,*** ***Again, nexVortex is above board in all aspects of their serviceWe reduced the plan as requested and the customer knew they were under a contract with no early out clauseThe customer did not cancel because of bad service; we kept up our end of the deal.? We are standing by our service and by the contract that was signed and put in place in good faith with this customer ??" that we would deliver what was ordered and that the customer would keep their service as they ordered.? Deb M***V.P., Customer Experience

Complaint: [redacted]I am rejecting this response because:This seems to be the kind of service this company provides. As I stated inthe initial complaint I feel they made a MISTAKE, and now they say I amcalling them liars? Embarrassing! I do believe it was an honest mistake.And when mistakes are made, generally it would seem reasonable to work withsomeone to resolve them.I was told 2 times, once in writing that we could REDUCE our plan if we outsourced our inbound call center (keep in mind 85% of our calls are inbound, so obviously this is a drastic reduction, not just shuffling minutes around as was implied by [redacted].)Second, I was told over the phone that there is no problem with cancelling an account, and there is only a $35 fee. To insinuate that when someone calls about cancelling a plan that is currently under a contract, that they should automatically know they must complete the contract and pay the remaining $24k is ridiculous. That was obviously the reason for calling, to find out how to cancel the plan, not to stay on the contract through the term.We did allow a reduction in the minute plan on in January on 2017. That does not negate the contract in any way.  The contract stays in force but the minutes of usage are reduced. We did advise [redacted] on November 28th, 2016 that he could not reduce his rate plan as he was under contract and had not completed his term. Again, if a customer wishes to cancel their contract, we allow them to do so. [redacted] knew he was under contract as late as November (on both the 17th and the 28th) via mails. Now I understand that these were likely two mistakes by employees. Understandable, mistakes happen. But, based on the information that was provided, we make a large change that prevents us from using the service any longer. Even neglecting the mistakes that were made, most all telcom companies have early contract termination clauses in the contract (usually around 2 months charges.) This company has no clauses in the contract, but I would have expected something like that to be said when I initially called, as this is a normal request. Add in the mistakes that were made, I would expect even more than this to come to a reasonable solution. When mistakes are made, they should be made right.Our contracts do not have an early out clause so once signed; they are enforced until the contract end date. In regards to the "account review" perhaps they were doing this regularly... but I was paying nearly DOUBLE the contract amount per month. I personally would expect that if an account review is done, and someone is doubling the cost in overages, that they would be contacted to add a new bundle of minutes to the plan so they are not being billed at very high overage rates. I was left on a plan while getting around 20K minutes in overages that are billed at very high rates. If they were really doing account reviews, I think this really illustrates that the company is more concerned with making the extra buck, rather than providing the best service to the customer.Nothing could really be further from the truth – we are not all about the money. I provided information from our internal notes system about the times we reviewed his usage vs. what he was being billed forI have offered to do everything on my end by offering to pay a termination fee, or difference between 1 vs 3 year contracts so that it does not cost NexVortex a dime, as it seems the only thing NexVortex cares about is money. Unfortunately, it seems they care so much about money that they are not even willing to work with this, or offer any other resolutions. They would rather hold someone to 2 more years of a contract despite the misinformation provided when inquiring about cancelling.  Again, we allow customer to cancel their accounts – some companies do not. They allow the account to remain open and the charges to accrue month after month (including late pay fees) until the end of the contract. Regards,[redacted]Again, nexVortex is above board in all aspects of their service. We reduced the plan as requested and the customer knew they were under a contract with no early out clause. The customer did not cancel because of bad service; we kept up our end of the deal. We are standing by our service and by the contract that was signed and put in place in good faith with this customer – that we would deliver what was ordered and that the customer would keep their service as they ordered. Deb M[redacted]V.P., Customer Experience

All – first off, nexVortex  prides itself on being above board and upfront with customers every step of the way throughout our relationship with them. [redacted] is implying that we lied to him and then decided to later hold him to the 3 year contract that was signed. That simply is not the...

case. We reviewed the usage on his account every few months  to ensure that the plan minutes were in line with what the customer was using . We do not necessarily ping the customer but we do frequent account reviews. Contract was signed on August 28th, 2015. Account notes indicate account activity on the following dates:August 25th, 2015 – phone call between Adam C[redacted] and [redacted]. Notes as follows:Checked in with [redacted] and had a good conversation about his current service plan. He told me that they are just coming off of their busy season (summer) and are about to enter more of a down period. He also said that they hired two new calling agents which he thought would reduce customer wait time and slightly decrease usage on the inbound side. We decided that it would be best to add on 10k inbound minutes for now and evaluate at the end of September to see if they are on track. Notes  on the account indicate that the 10k upgrade was a success and that the usage is right where it should be. August 28th, 2015 – 3 Year Contract signed.Dec 3, 2015 – Internal salesperson usage review.Feb 5, 2016 – Internal salesperson usage review.April 5, 2016 – Internal salesperson usage review.June 2, 2016 – Internal salesperson usage review.July 7, 2016 – we sent the following email:Hello [redacted], I just wanted to check in with you to see how things have been with your nexVortex service. Do you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####. Thanks, Adam C[redacted]August 10, 2016 – Internal salesperson usage review.On Sept 27th, 2016, Adam C[redacted] sent an email as follows:Hello [redacted],I just wanted to check in with you to see how things have been with your nexVortex service. Do you have any questions or is there anything I can assist with at this time? If anything comes up feel free to reach me via email or at ###-###-####.Thanks, Adam C[redacted]On October 12th, 2016, [redacted] replied:"Hello sir! We are possibly looking at outsourcing a portion of our callcenter. This is primarily inbound traffic. Do you have any Outbound only plans? [redacted]"One minute later, Adam replied:Hello [redacted], Thanks for letting me know. I do believe that we can put together some sort of custom service plan for you that would account for only outbound calling. I have copied David L[redacted], your channel account manager, on this email as he will be the best person to speak with in regards to this.Thanks, Adam C[redacted] (Please keep in mind that we do change the inbound/outbound minute mixes for customers from time to time so accommodate their usage) In January, 2017, we did drop some of the bundles for him, reducing the month MRC from $1349 a month down to $999 a month to better accommodate the traffic he was advising he would have. He was downgraded to a smaller plan.November 17, 2016 - [redacted] sent us an email which created a  ticket for us to cancel his account. He was advised he was under contract. Copy of ticket contents are attached. November 28, 2016 – [redacted] sends an email request to lower the account month fee to just $100. He was again advised that he was under contract.-------- Forwarded Message --------Subject: Re: Fwd: nexVortex-----Checking InDate: Mon, 28 Nov 2016 11:54:40 -0500From: Adam <[redacted]>To: [redacted] <[redacted]>CC: David L[redacted] <[redacted]>, Steve <[redacted]>, [redacted] M[redacted] <[redacted]>Hello [redacted],Unfortunately we are unable to move you to the nV100 service plan because you are currently under contract on your nV1000 service plan and have not yet completed your term.  Once you finish your current term we can move you down to the nV100 plan as your contract will be up.  If you have any further questions about your contract, current term, or payment options please contact my colleague Steve Dimler (CC'd) via email or at ###-###-####.Thanks,Adam C[redacted]On 11/28/2016 11:23 AM, [redacted] wrote:As requested, can you please change our account to the NV100 plan?  As discussed we have lost our call center and do not need amount of minutes that we are currently on. - - - -- - - - - - - - - - - - - - - - - - - - - --As for the $35 account close charge, when any customer calls in and asks us what is the charge to cancel an account, the answer would be $35. “Then we called and asked if we were feed if we were to cancel service” – [redacted]’s words. We charge $35 to close an account. If the question posed was how much would I owe if I cancel my account today, the answer would be that the customer would have to pay for any unused contract plus the cancellation fee and we would provide a rough estimate of the costs to cancel under contract. [redacted] called in and asked about fees – the fee is $35. There is never an issue with cancelling service; any customer can cancel service at any time. We cannot make a customer keep their account with us but we do hold them to the contract that they signed. In this instance, the customer signed a contract for 3 years and now would like to be let out of it – we do not provide any early termination clause in our contracts. He asked for a lowered plan and we clearly advised him that we could not do that until the contract was fulfilled. We still expect him to live up to his part of the signed contractual agreement. nexVortex will hold in effect the contract that was signed and is in effect until 8-28-2018 since it was signed in late August of 2015.Deb M