ComplaintsforFirst Communications, LLC.
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Complaint Details
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Initial Complaint
06/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account Number **** Invoice #********* Invoice received on 1/4/2022 for $617.58. • FirstComm has not supplied any form of service to our company since 7/1/2021 Certified Letter sent to FirstComm January 2022: Subject: Account Number ****, Invoice #********* According to your invoice, received on 1/4/2022, we have a balance of $617.58. For the record, we disagree 100%. This letter is to inform you in writing that we do dispute this balance because of the following reasons: • Our current provider under a letter of authorization cancelled our service on 6/29/2021 • Our payment dated 8/23/2021 (Check #21444 for $2,348.19) specified full and final payment and that check has cleared. • FirstComm has not supplied any form of service to our company since 7/1/2021 I also am demanding copies of the following: 1. All documented proof of services provided by your company during 2021 2. All accounting records of this account for 2021 3. A copy of our signed contract 4. Details on how your monthly services were calculated, for July 2021 thru December 2021 In the event you will not or cannot send all documentation, relating to this charge, then I demand that this issue be resolved & dropped in full. I wish to point out that I am going by FEDERAL LAWS & I expect for FirstComm to do the same. ******* * ***** Vice President Paragon TEC, Inc.Business response
06/20/2022
First Communications received written notice of cancellation from the Customer on 8/9/2021 as required under the terms and conditions of Customer’s contract. The relevant paragraph of Customer’s contract is pasted below stating that 60-day notice of cancellation is required. In addition, the Company’s online Terms and Conditions of Business Service that are incorporated by reference into Customer’s contract also reference the required 60-day notice and process for contract cancellation. The balance due on Customer’s account is for the period from notification of cancellation on 8/9/2021 to 60 days thereafter when the service was deactivated based on required notice being received. Thus, Customer’s account was properly cancelled 60-days after the legally required notification and the balance due is correct and legally defensible. Customer’s claim that no service was provided after 7/1/2021 is incorrect – service was available to Customer and was not deactivated by First Communications until written notification per the contract requirements was received. The service was still active and available for use and First Communications continued to pay underlying carriers for our cost of providing that active service because we never received a disconnect request from Customer. Just because Customer didn’t use the service doesn’t mean that it was not active and available, and as such, First Communications was paying the cost of that service to a third party supplier for it to remain active. Customer claims that an LOA from another carrier is effective notice, however, this is not the case. The contracts are clear that written notice is required to our Business Care group. Customer must terminate its own contractual services so that First Communications knows to initiate disconnect of the circuits, which often takes up to 60 days to disconnect so we can stop paying the underlying provider, which is why the 60-days are required. Only authorized parties on our Customer’s account can discontinue phones and Internet for a Customer because legally we cannot have any third party taking down an unrelated party’s services. Customer believes because it switched providers without the Customer contacting First Communications that the service should have somehow been cancelled because we should have known they weren’t using it. With tens of thousands of customers, we have no way of knowing if a Customer is not using a circuit unless they notify First Communications in writing per the detailed processes required in the contracts. Customer’s argument would fail with any vendor because you can’t just switch to a new vendor and expect the old vendor to know you’re no longer using a service that’s sitting there available – we do not monitor the customer’s usage nor have an obligation to do so and take it down if they don’t use it and went with another vendor without notifying us per their contract requirements. First Communications continued to pay a third party supplier for these circuits that were resold to Customer until Customer properly provided disconnect notice so all service was provided and invoicing is valid and payment due.Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled my service with First Communications and had a $637 credit. I assumed they would refund this to me but their policy is customer has to call and ask for it! I called on 2/16/22 and was told it would take 4 weeks. Called again on 3/24 and was told I’d have it on 4/3. Called today and now it’s next week. I have no faith that I’ll get my refund- it’s been owed to me since December. ********** ******** Associates acct ****Business response
04/06/2022
FirstComm Check #****** for $637.51 was mailed to the customer on April 1, 2022 in full refund of the credit per the customer’s request.Business response
04/07/2022
I am confirming that the check has been cut and is in the mail to the Customer. At this current point there are no further actions/steps that First Communications can take.Customer response
04/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.