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[Resolved] Clear Rate Communicationsslamming phone service of the elderly

5
L Jul 18, 2019

A 92-year-old Senior, Juanita Vincent a resident in our Independent Living Retirement Center had her telephone slammed by Clear Rate. She told them she did not want to change phone service providers yet they took over her service anyway. She paid the first bill from Clear Rate after we called Century Link and got her service back (at a higher rate because the plan she used is no longer offered) and we called Clear Rate to discontinue service the same day. Century Link said Clear Rate would not release her old number and therefore now she has a new phone number as well. She received a second bill from Clear Rate, we again called and they said we never disconnected the service. They are not being truthful. Now a final close-out bill has arrived and there is an additional $11.95 charged to the account for a "Service Change Charge"! Why??? We tried to call the customer service number but it doesn't ring through. A recording says, the number you are calling is unavailable, please try your call later. Later in the day, it's the same thing. according to slamming rules, Juanita should not have even paid the first bill. So she really should be getting back a refund from either Clear Rate directly of $28.20 or if they pay it to Century Link a fee would be taken out. Please assist us in getting the remainder of this bill taken off her account. My name is Lisa Shipp and I am helping her with this because she is so upset, she cannot think straight when she speaks with them. The overtalk when she is trying to speak and are quite rude. Very unethical conduct.

  • Clear Rate Communications's response · Jul 24, 2019

    We are very sorry to hear that Ms. Vincent has concerns regarding her experience with Clear Rate Communications. We make every effort to ensure our customers are fully informed about the change in service they are agreeing to, including requiring verification of the change in service provider via a third party. It is always our goal to be honest, save you money and provide the highest quality service available. A Customer Care Specialist will be reaching out to Ms. Vincent to address her concerns. If you prefer, please contact our Customer Care department at 877-877-4799 at your earliest convenience. We are open from 7:00 am to 10:00 pm Monday through Friday (EST) and Saturday 9:00 am to 5:00 pm (EST). We look forward to speaking with you and will remedy your issue in a timely manner.

    Sincerely,
    Customer Care Specialist

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

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