Kylintv bad billing practice

I purchased KylinTV service and later cancelled the service on 7/23/2009. Kylin service person told me that once they successfully charge my credit card for the last bill (of $33.98) and cancel my account in their system, they will send me an email for instructions on how to return the TV settop box. I received the instruction email on 7/28/2009 and ship back the settop box. Everything looked smooth at this moment, but there is a catch later. Read on... A few weeks later, I received a letter from Kylin's collection agency named "Saturn Systems" and the letter demanded me to immediately pay $58.98 otherwise they "are committed to use whatever means necessary and proper to secure payment". On 8/27/2009, I called Kylin about this matter and they admitted that there is an internal billing issue that mistakenly failed to charge the last $33.98 bill which caused the problem. Kylin was able to charge $33.98 after they try it again. On 8/28/2009, I called Kylin again to check if the last payment went well. They acknowledged that they did receive the payment. However when I asked them to restore any damage to my credit scores, and make sure that my credit score won't be ruined by this error caused by Kylin, they refused to do so. It is rediculus for a company to immediately direct unsuccessful payment to collection agency without trying to contact its customer first! It is also rediculus for a company to refuse a confirmation to its customer that they will try to recover the damage caused by their own fault.

I certainly would not recommend kylintv to anyone. Their bad billing process and errors will cost you a credit score dents. Their inconsisitent response in customer service will cost you time and money to deal with.

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Dear KylinTV Customer,

This is Joycey Guo, Customer Care Specialist of KylinTV. I am very sorry to hear about your story, and I would be feeling frustrated as well if I had such a bad experience like you.

As KyLinTV customer base is growing drastically during the past years globally, we are working hard to expand our capacity to handle every single case like your case. We are sincerely trying our best to give our customers highest satisfaction.

Although your case is from 1 year ago, I still would like to take care of your case and ensure your full satisfaction and give you the best we can. If it's our mistake, we definitely wouldn't refuse your request to remove AR from collection agency. You can reach me at 516-622-8448 or 1.877.888.9598 ext:8448, Monday-Friday 9am-5pm EST. Or please kindly let me know your contact information so that I can email or talk to you and look into the details of your case.

We want to let you and other customers like you feel that we are responsible and responsive to any customers issue, and we do care about you.

Sincerely,

Joycey Guo

Customer Care Specialist

KyLinTV Inc. 1600 Old Country Rd., Plainview, NY 11803 USA

joycey.guo AT kylintv.com

516-622-8448( Toll-Free: 1.877.888.9598 extension 8448)

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