We received your letter dated 2/16/2012 on Saturday, 3/3/2012 and we're sorry to hear that your firm is unwilling to consider the position of a former good customer who could be a returning customer.
We talked with several 'Customer Service' representatives on 12/22/2011, were told and realized what we had done wrong not canceling the remaining inactive phone and thought it was settled. Then we got another bill which prompted another letter from us and a response from you dated 2/2/2012 that stated, in part, "Unfortunately, our Customer Relations team does not handle account cancellations." That was a surprise! Why didn't they tell us that on December 22nd?
We called again on 2/6/2012 and spoke with several more ‘Customer Service’ representatives and that was when someone did take the initiative to transfer us to the Customer Care Department to formally cancel the last phone.
While we would like to have the one remaining phone cancelled at the same time we transferred the other phones, we are willing to pay the charges due on that last remaining inactive telephone up to 12/22/2011. Also, since this issue has been in dispute since 12/22/2011, we ask that you kindly remove the past due charges. No tangible service was provided to the phone (ending in 4461) anyway between late summer 2011 and 2/6/2012 and that can be verified by your records.
You got us on a technicality for a phone that wasn't even in use.
We hope that you will kindly re-consider the situation with these facts in mind and forward a revised bill to 12/22/2011 for us to pay and consider this matter closed.
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