ComplaintsforMPV Wifi Inc
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Complaint Details
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Initial Complaint
22/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We signed up for internet, expecting to pay a fee to install. They charged us a fee of $320 initially, then took another $209 out again for another install. They told us on multiple occasions that the install would be free as well. The promo states that if we signed up with a contract it would be free as well. I provided pictures of the promo we chose. They told us they would refund it, and now refusing to answer after only putting it on as a credit. I spoke with them multiple times about not wanting a credit as $530 is a lot of money to prepay for internet as a family with 2 small children. Just moving into a home before Christmas. They refuse to answer me, and hung up on me when I told them we dont want their service anymore. And wont answer my emails. Im frustrated, and honestly sick to my stomach that money that shouldve been able to go to a month of groceries for my family, cant.Business response
04/01/2024
Customer ordered service online on Nov 27, 2023, and chose our internet ultimate package contract which should be billable for $59.99. Customer added an additional service and 2 wifi routers with a cost of $259.98. The total online purchase came to $310.39 with tax included. we spoke to customer on 28 Nov, 2023 and booked the installation for the 29 Nov 2023. The customer went to the higher package at the time of the installation and was charged for a router. The installer misunderstood the purchase order and accidentally charged them for the higher package and a router for a total of $209.04. Once the customer was installed, we realized that the customer had been over charged for the service. Due to the mishap we credited to the customers account $529.01 on 29 Nov, 2023. We spoke to the customer and was ok with taking a credit on file for the internet usage. In that $529.01 that we credited to the account we provided them with a Free $124.99 Router and a Free month of Service of $59.99. On Dec 13th the customers wife called in ******************************* who is not on the account and was demanding a credit back to her credit card. When we spoke to her, we tried to explain that we have added a credit to her account and that she is getting a free router and a free month of service but was very irate. We always issue credit card refunds when they are necessary if there is billing mishaps but the conversations with account ******************************** told us to add the Credit to the account going forward. Currently the account sits with a credit balance with us in the amount of $472.52 after applying $45.19 monthly internet charge. We can issue a credit card refund but would have to charge her for the router that has a value of $124.99 plus tax that is installed in the home.
Break down27 Nov, 2023
Charged
2 Routers 1 month of service
$259.98
******************
$59.99
Total (with Tax)
$310.39
29 Nov 2023
Charged
1 router
$124.99
1 Service
$49.99
Total (with Tax)
$209.04
29 Nov
Issued Credit of
$529.01
In the refund customer received and additional month of internet for free and a free router. We would be happy to refund the credit card for refund at any time but there was a misunderstanding of direction from the account holder ( *******************) and the account holders partner ********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.