ComplaintsforTelikin

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ordered a Telikin computer around a year ago. He has been experiencing problems with crashing, freezing, and files being deleted inexplicably for the past 9 months. This issue increased dramatically in the past 2 months. He pays a monthly fee to service his computer and has contacted them around 10 times in the past few months but they have not corrected the issue.

  Business response

  05/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:      Complaint ID ********;  *************************
  
  Thank you for your submission. I have looked into **************** account and see that he has called for help with his computer.

  Please send the computer to us and we will repair or replace the computer free of charge.

  I see that ************** has called in twice about the Media player skipping tracks and or not playing certain songs. With this type of issue, there are a few possibilities for the problem. It could either be a hardware or software problem with the computer or a problem with the CD or DVD containing the audio files. Please also send the CD or DVD so we can see if it is the particular CD or DVD.

  ************** purchased his computer with the complete subscription, which reduces the upfront cost of the computer and provides several services including, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. **************** issue is covered under the full warranty service. This is one of the benefits of the Telikin Complete Subscription.

  Please give us a call at ************, and we will facilitate the return shipping of the computer. This will be free of charge, except for if ************** needs a box and packing materials for the computer. For our customers convenience, we offer these for sale for $10.00 plus shipping.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My question is how can you charge so much for a computer that's supposed to be easy on seniors to operate?. Then turn around and make them continue to pay more money to be able to use (operate) their computer. I'm thinking it would be so much better to lease computers for your 10 $15 a month not making pay for the computer and then tell him they can't use it unless they pay you money every month. In my view and opinion it sounds criminal please get back to me if you can or even remotely care when there is a 93 year old lady that you have taken advantage of..I'm not here if you're the same or competing with a company called wow computers for seniors at least they advertise free software updates after you paying a $1000 for the computer

  Business response

  05/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:   Complaint ID ********;  ***********************************
  
  ********************,
  
  We appreciate your concerns.  Telikin has been in business since 2010 with the primary goal to help seniors with computers. We pride ourselves in making an easy-to-use computer and providing *** based customer and technical support for our customers where all callers are answered by a live person, usually in less than 2 minutes. This is extremely important to us as we find most of our customers are not familiar with computers and require this extra level of support.
  
  We have learned over the last 13 doing business with over 140,000 seniors that many of our customers rely on us for help with their computer. Many of our customers are new to owning a personal computer and many call ** multiple times per week for help with basic computing tasks, password resets to online accounts, printer & Wi-Fi issues among countless other things.
  
  We have designed our Telikin Subscription for $14.95 per month and the Telikin Complete Subscription plan for $19.95 per month to include Priority Support, Tutorial support, Speech To Text, Text to Speech and ************** Backup. The Telikin Complete Subscription for $5 more per month offers a Full Accidental Damage Protection, Full Warranty and Repair as long as the software subscription is maintained. We feel these are the best values in the industry.  Here is a short comparison with typical costs.
  
  Typical Windows Computer                                                                                               Telikin
  Software / Service                                Provider e.g.     Cost                Provider                 Cost
  Applications                                          *********           $7.50 / mo.     Telikin                    Included
  Virus Protection                                    ******             $7.80 / mo.     Telikin                    Included
  Data Backup                                        *********          $6.95 / mo.      Telikin                    Included
  Technical Support                                **** *****      $19.95 / mo.    Telikin                   Included
  Accidental Damage and Warranty          $8.33 / mo.      Telikin Complete   Included

  
  Total: Over $50 / mo.                                                                                        $14.95 /mo w/ Telikin Complete $19/95 / mo
  
  We would like to these services for free, however we do need to pay our representatives. We feel strongly that the ability to speak to a live person is important for our customers. The purchase price of the computer may be more expensive than another brand, typically seen in retail stores. This is because the Telikin is specially designed for seniors and their needs.
  
  Your mother, *************** purchased her computer on a payment plan with the $14.95 per month Telikin Subscription. When purchasing with the Telikin Subscription, the overall cost of the computer is reduced by about $300. The different purchase options we offer are presented to our customers at the time of sale. For those that choose a subscription option, we allow them to change their mind at any time and buy the software for $230. If a customer chooses to buy out the software subscription, the bundled services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered and powered on for the first time, the Software Subscription Agreement, and explanation of cost and services are displayed on the screen. We try to make this agreement clear and easy to understand.
  
  I hope the information provided in this response addresses your questions, however if you have further questions or concerns please reach out to me. My office number is ************ and I can be reached Monday to Friday from 9AM to 5PM EST.
  
  Sincerely,
  *****************
  Manager, Customer Support

• Initial Complaint

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/24/22 Purchase of one touch computer from the advert. in ****. Upon placing an order it did not make sense so I called and left a voice mail regarding the discrepancy in 'pay in full' and making payments' price, did both include all software.,.. *** left me a voice mail stating the price was the same (although still no answer on how many payments to contract completion) voice mail stated making payments afforded me the replacement in the event something malfunctioned. So, not guaranteed unless payments are made as opposed to paying in full.This entire transaction bothered me, from asking for the 'code' to include the correct discount when in actuality it seems the code **** is probably a marketing tracker-a fairly common practice. No response to my asking the amount of the discount, no response to asking how many payments are billed if not paid in full, and no response to 'Are software updates included if paid in full'.Just seems to be less than forthright honest dealing. Billed to my credit card but I am refusing delivery and expecting a full refund

  Business response

  05/03/2023

  ****************,
  
  I am happy to clarify the different purchase options that we offer and hope that they address the concerns stated in your letter. I am pleased to see that you have spoken with a member of our team after this letter was sent, on 4/26/2023.******** notes in her call summary that your questions have been answered and you will give us a call if you require any assistance or support with using the computer.
  
  When purchasing the computer, there are 4 options that we offer:
  1. Pay in full for the computer.
  2. Purchasing on a lease to own plan.
  3. Pay in full, with the software as a subscription.
  4. Pay in full for the computer and software.
  
  By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300 and the software subscription is bundled with several additional services.
  
  The software subscription plan, priced at $19.95 per month for continued access to the software and services provides you with priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection.If anything happens to the computer for any reason, we repair or replace it free of charge under this service. If you choose to buy out the software subscription,the services are no longer provided but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand. Any applicable billing statements are available for viewing at any time from the computers settings menu as well.
  
  We allow our customers to change their mind at any time and buy the software for $230,which is less than the initial discount given for purchasing the computer with the software as a subscription. You would then have full access to the software but you would not have the additional services of priority customer support,tutorial support, speech to text, text to speech, automatic data backup, and full warranty with accidental damage protection.
  
  Telikin has been in business since 2010 and has had the pleasure of providing nearly ******* customers with computers specially designed for seniors. Most of our customers choose to purchase the software as a subscription for the upfront discount and extra services that this plan offers. If you would like to change your purchase to the non-subscription option, please let us know at any time and wed be happy to assist you. Otherwise, we encourage you to give us a call at 140,000 if you have any questions or require any assistance with the computer.
  
  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  02/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription for over a year and I am always put on hold for hours and never allow me to finalize the subscription. My monthly order # is ********** and the serial number is **************. I feel scammed because I was told after I paid off the computer I wouldnt have to make payments and I keep getting monthly requests even after completing the installments. I am an elderly woman and I cannot afford this anymore. Its been over 12 months since I called and they keep telling me they will stop billing me and I just got another 19.95 charge the 28th.

  Business response

  02/17/2023

  From:   *****************
              Manager, Customer Support
  
  Re:       Complaint ID ********; *************************
  
  **************,
  We have received your complaint and wanted to provide some background about the Telikin Complete Subscription purchase option which you had purchased in December 2020.

  When purchasing the computer, you have the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300, and the software subscription is bundled with several additional services.

  We provide this option at the time of sale, and we allow our customers to change their mind at any time and change to the non subscription by buying the software for $230.

  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If you chose to buy out the software subscription, the services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand.

  We reviewed the sales call recording and the subscription option is clearly explained, that once the payments towards the purchase of the computer is paid, all that is required is $19.95 thereafter.

  Telikin has been in business since 2010 and has had the pleasure of providing nearly 140,000 customers with computers specially designed for seniors. We have a strict Quality Control program with our sales process.  We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality to make sure our sales presentations are clear.

  I have reviewed your account and see that you had given us a call in December 2022 to discuss your subscription. I do not see any other record of you giving us a call prior that that, and in fact we have attempted to call you at the phone number we have on file several times over the past year.

  I have refunded the 2 charges received since calling us on 12/23/2022 and have stopped the billing on your subscription.

  We would like to help you with any of the three choices:

  1) You can load ********* ******* software on the computer and use it as a typical Windows computer.
  
  2) Purchase the ** for $230 and use the Telikin Computer and Software without the $19.95 monthly subscription. In this case you would not have the Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  3) Continue the software subscription at $19.95 and have continued Software, Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  Please give us a call at ************ and we will help with either of these choices.

  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a computer from Telikin in April 2021, when I ordered the computer, the salesperson ask if I would be interested in a VIP support program for $19.95 per month, to which I agreed .Upon arrival of computer , we did not open until 3 months later, this caused a problem because there was a 60 day return clause . Since I could not return the computer, and my husband was not happy with it, I called Telikin and asked them to cancel the **** support program, at which time the rep informed me that I could not cancel it, nor could I ever cancel it. To which I countered, "what use was the service to me, if I was not going to use the computer, was not going to use their internet hook-up, still they would not relent. All I ask ,is that they cease trying to collect on this , since it is mute. Have put blocks on my account, I have changed my account numbers, and they continue to charge accounts that I have not authorized them to use .

  Business response

  02/17/2023

  ***** ***************** ******** ******** ******* *** ********* ** ********* *************************** ***************

  We have received your complaint and wanted to provide some background about the Telikin Complete Subscription purchase option which you had purchased in December 2020.

  When purchasing the computer, you have the option to purchase the software outright or purchase it as an ongoing subscription. By choosing to purchase the computer with the software as a subscription, the upfront cost of the computer is reduced by $300, and the software subscription is bundled with several additional services.

  We provide this option at the time of sale, and we allow our customers to change their mind at any time and buy out the software for $230.

  The $19.95 subscription plan provides the software subscription, priority customer support, tutorial support, speech to text, text to speech, automatic data backup, automatic software updates as well as a full warranty with accidental damage protection. If you chose to buy out the software subscription, the services are no longer provided, but the computer is fully functional with no monthly cost. When the computer is delivered, it displays the Software Subscription Agreement at startup. The agreement explains the services, cost and buyout option. We try to make the agreement clear and easy to understand.

  We reviewed the sales call recording, the purchase options are clearly explained, that the computer can be purchased outright or purchased on the subscription plan. *****, the salesperson, explains that for the $19.95 per month, you get the lifetime warranty, tutorial support and software on a subscription basis.  This is again reiterated in the recap when taking payment for the purchase.

  Telikin has been in business since 2010 and has had the pleasure of providing nearly ******* customers with computers specially designed for seniors. We have a strict Quality Control program with our sales process.  We require our sales representatives to clearly explain the Software subscription option during the sales call when price is discussed. We also require them to review the options in the recap of the purchase before the sale is completed.  We review sales call every day to ensure quality to make sure our sales presentations are clear.

  After reviewing your account, we have stopped billing you for the Telikin Complete Subscription as of 12/20/2022.
  

  We would like to help you with any of the three choices:

  1. You can load ********* ******* software on the computer and use it as a typical Windows computer.
  
  2. Purchase the ** for $230 and use the Telikin Computer and Software without the $19.95 monthly subscription. In this case you would not have the Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.

  3. Continue the software subscription at $19.95 and have continued Software, Priority Support, Tutorial Support, Full Warranty, Accidental damage protection, Automatic Backup, Speech To Text and Text To Speech.
  
  Please give us a call at ************ and we will help with either of these choices.

  Sincerely,
  
  *****************
  Manager, Customer Support

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been charging me without my authorization monthly for $9.95 for a little over a year. When i noticed it on my credit card statement i called them to inquire and was assured by the customer service rep that they would cancel the charges and not charge me any further. Wrong, they have continued to charge me. I also contacted my credit card company and they processed a few chargebacks however this company continues to bill me. I would like these charges to stop immediately. I am elderly and feel they have targeted me and are taking advantage. I expect a full refund as well for all charges.

  Business response

  01/31/2023

  From: *****************
  Manager, Customer Support

  
  Re: Complaint ID ********; *******************************

  
  ******************,
  We received your BBB complaint regarding your Telikin VIP service. We will immediately cancel the
  service for you which will stop any further payments. In your letter you explained that you had called
  previously to cancel the service and had called the ******************* to process a few chargebacks.
  We do not seem to have a record of the call or the chargebacks.

  
  Considering the situation, we will go ahead and refund the last 5 payments, for a refund of $49.75. This
  has been refunded to the card used for payment. The service has also been cancelled so that you will not
  incur any further charges for VIP service.

  
  If you have any further questions or concerns, please contact us at ************.

  
  *****************
  Manager, Customer Support

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used my bank credit card to try the the Telekom computer for a trial next thing I know I was being billed monthly for the computer. They used the information that I gave them for the trial stage. I contacted the company and told them what had happened. In fact, they fixed it so I couldnt use the computer. I paid the total price asked which was $700.00. I did not get a receipt. This happened the first two months of 2021. I didnt hear from them again until a few months ago and I was told they had reopened my account and claim I still owe them money. I am constantly getting harassing phone calls.

  Business response

  08/18/2022

  From: *****************
  Re: BBB complaint ID #********

  **************,

  We have good news for you. After reviewing your account, there is only one payment outstanding of $49.00.

  Your last payment of $49.00 was attempted to be processed on 12/10/21. We received notice of the decline on 12/18/21. We do not re attempt these payments automatically since there is a charge to us when the payment does not go through.

  There are several late fees as result of this past due balance, I have received approval to waive these late fees.

  
  I have left a voicemail with my direct line to contact me to answer any questions you may have regarding this balance and will be happy to assist you in closing this matter.

  Please return my call, my direct phone number is ************. I look forward to speaking with you.

  Sincerely,
  Seth G********
  Manager, Customer Support

  Customer response

  09/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
   I received a call from Seth G***** a person from Telekin Computers. He made an offer to me. If I paid the $49 dollars they will drop all late charges and the bill will be paid in full then I can keep the computer. Although this same thing was told to me in 2021 I agreed to the offer
   I paid them with a check from my bank
   They are to send me a statement showing that the account is paid in full. I will keep you posted.
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought this Telikin computer based on the advertising in the **** monthly magazine. Its supposed to be senior friendly so even if you have no experience you can use it. It also says it has Video Chat which was also one of the reasons I bought it. This is the $1285 computer from ***.  Nothing easy about using it. I bought it in 11/21 but had to be in Iowa because my daughter was sick and did not get to install it until May of 2022. I have called them several times, have sent mail 2 times and I still can not really use this computer. I can not copy and paste, cannot type the international symbols, have tons of pop ups so when I try to read the news I have to keep taking off the pop ups, cannot use the video chat because they don't tell you the other people have to download a ******** account which only works on computers not phones, The speakers on this computer are no good all you get is scratchy static so you have to buy outside speakers to put on it and they still don't work good. I had a $300+ computer that was more easy to work with and had all the features this one does not. Once when I called I was told that I should get some monthly plan that I can not afford and was not told this when I bought the computer so they can help me with all the problems. I think **** should be more careful with what they advertise as we seniors are on fixed incomes and can not afford to be scammed by this people. I can not even send you the ad on **** because I can not copy and paste with this crappy computer. Last letter I sent them, I told them I was going to complain to **** so they can stop scamming seniors, I have never received a reply from them.

  Business response

  08/08/2022

  From:    *****************
  Re:         BBB complaint ID #********
  
  ************,
  
  All customers receive a full 60-day trial period to try out the computer and it is our hope that every one of our 135,000 customers is 100% satisfied. We have been in business for over 11 years where we have always taken pride in providing a computer which is tailored specifically for seniors and their needs. The Telikin computer is designed to be as easy to use as possible and however, we recognize that the Telikin computer is not for everyone and sometimes our customers find that they prefer another brand of computer with additional functionality.
  
  I have reviewed your account, and it seems that many of your concerns were addressed when I spoke with you on 5/24/22. We went over the following:
  Copy and paste functions work the same way as with other computers with the standard ctrl+c and ctrl+v keyboard commands.
  We explained how to copy and paste special characters from the 3rd party website, www.typeit.org when you called in for help.
  We explained the ******** video chat application. How others can sign up, and how to place and receive calls. If you prefer another service, other video chat services such as zoom and skype are fully functional as well through their websites. All these sites require the other person to sign up so unauthorized people cannot make unsolicited calls to your computer.
  We discussed our basic customer support which is free with the purchase of the computer. This provides technical support for any problems with the computer. I explained our optional VIP support which provides priority access, tutorial support, speech to text and automatic file backup. This cost $9.95 per month or $99 for 1 year. Similar services from **** **** **** ***** cost $199.99 per year.

  
  Other concerns you mentioned in your letter, which were not discussed on the phone are the following:
  Pop ups on news: Many websites including some news sites do have pop *** which are beyond our control and would appear when viewing websites from any computer. It is not an issue with the Telikin computer.
  If you are not happy with the sound quality of the integrated speakers, external speakers can be used. You mentioned in your letter that external speakers do not work well. We will send you these speakers free of charge.
  

  Sincerely,
  
  Seth G*******
  Manager, Customer Support

  Customer response

  10/17/2022

  I had filed a complain against Telikin Computers. First they tol you Seth wanted to send me back $258, I replied to you that out of the $1,048 I had already paid them I would rather put the computer in the garbage. Seth wrote you back to tell me that ok, if I sent the computer back he would refund me my $1048. You sent me an email stating this. Case #********, I trusted you so I spent $147 to send this computer back trusting that what they said to the BBB would be correct. Thay got the computer and sent me $258 to my bank account. I think they owe me $936 back, If i had not gotten that email from you guys I would have never sent that computer back, Will wait to hear from you. Thank you

  Business response

  10/18/2022

  As of today, the additional 10 payments made towards the purchase of the computer have been refunded for a total of $790. With that, the total amount refunded to date equals $1048.00. 

  The additional funds have been refunded back to the **** card used for the initial purchase. 

  If you have any questions regarding these refunds, please call our billing department at ************, Monday - Friday 8AM - 8PM, Saturday 10:00 - 6:00 and Sunday 11:30 - 7:30 EST

  Regards,

  Seth G***

  Manager, Customer Support

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have purchased a Telikin Computer from this company in 2020 and have never had any problems until now. Not with the computer but with them taking money out of my account without my permission. On Monday, June 20, 2022, I called them to give them a customized debit card which had the same number as the other one but the only exceptions were that the 3 digit code on the card was different and the expiration date was different. They claim that it is an activation fee charge to see if the card is active, They have never done this before and they will never have the opportunity to do it again. The only thing that I am paying to them is the $19.95 charge for the software. And that is all. They are only authorized to take that amount out on the 3rd of the month. Nothing else. The card was already active. How else could they have taken out the money ($19.95). A customer representative stated to me that this is a one time fee. When I previously changed the cards, like I said before never happened to me and as long as I am using the computer it will never happen again. Please have them put the $1,00 back in the account ASAP. I have spoken to 3 of them and they all gave me the same answer.

  Business response

  06/27/2022

  From:  *****************
            Customer Support Manager
  
  RE:     Complaint ID ********; ***********************
  
  Date:   6/27/2022
  
  ****************,
  I will be happy to refund you the $1 authorization charge that was incurred.
  
  This is an authorization charge when a new credit card is used, that will automatically be refunded to your bank as it is simply an authorization to make sure the credit card is valid. It has likely already been refunded. This is a similar process to using a credit or debit card at a gas pump, where they typically submit a $1 authorization charge to make sure there is at least that much in the account.
  
  I will mail the check tomorrow, 6/28/22 and you should receive it in a few business days.
  
  If you have any further questions, please contact our billing department at ************.
  
  Sincerely,
  
  Seth G********
  Venture 3 Systems

  Customer response

  07/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother ************************* had a Telikin computer with internet. In March, we moved her to assisted living, which has internet provided. By March 24, we requested they cancel her internet. We were on hold so long that we decided to send a letter. We scanned the letter signed by my mom, but they wouldn't accept that. Although I am POA, they wouldn't accept anything from me unless they had a copy of the **** We sent the wrong paper, which had bank account info. I've asked to make sure that was deleted, but have received no response. That makes me nervous.My mom finally called (even though she can't hear on the phone) and was on hold for 45 minutes. While waiting, she grew tired and fell off her chair and had to call for assistance. She is 90 years old.They keep asking us to return the hotspot, but it is our understanding that she purchased the equipment. All she wants is to cancel the internet.After repeated attempts with customer service, they will not even respond to my emails now. Since we can't get a response, we directed the credit card to stop payments. Now the credit card company won't help us. We've been charged every month since March and they WILL NOT LET US CANCEL. We want April * June payments refunded and we want to cancel a service she is not using.I feel they are taking advantage of old people like my mom and dodging me as her power of attorney. Can we get some help from you?Thank you. ***************************, POA on behalf of *************************

  Business response

  06/24/2022

  From: Seth G********
  Customer Support Manager
  

  RE: Complaint ID ********; ***************************
  

  *****,
  

  I am happy to refund the internet service payment from April. No payments for internet service have been charged to you for May or June as a stop payment had been placed with the bank. The payment for April in the amount of $39.95 has been refunded back to the **** card. Furthermore, the service has been cancelled as you originally requested and will no longer be billed.

  Under normal circumstances, to cancel the service we do require the hotspot device be returned. This was explained, and you acknowledged in two separate email replies both dated 3/27/22. I have cancelled the service as requested but still ask that you send the device back to us.
  

  Thank you for including the email record in your complaint, however there are some missing replies, so I have included an attached PDF with the entire record of emails and responses. Our last email to you was dated 4/01/2022 requesting again for the hotspot device to be returned to cancel the service.
  

  Because we have over 130,000 customers, many of which call us for assistance on a regular basis, we have security measures in place to protect them. In a case such as this, a Power of Attorney for someone other than the customer calling to modify the account, however the signed page included with your first email will suffice, and I apologize that this was not acknowledged sooner.
  

  The internet equipment is not purchased, a $25 charge for activation is due at the time of ordering the service. The device is not purchased/owned, much like other internet providers where the modem or router is rented or on loan to the customer.
  

  Please return the hotspot device with an included note containing the order number ********** to:
  

  Venture 3 Systems
  2805 Sterling Drive
  Hatfield, PA 19440
  

  Sincerely,
  

  Seth G********
  Venture 3 Systems
  ************

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