pcs1 - They had billed us for the dsl line we could not use

pcs1 - They had billed us for the dsl line we could not use

October 6, 2006 - Business Reply - From: Email User

Response to Complaint by Jay N- http://www.complaints.com/directory/2004/may/21/33.htm

In Response to the customer complaint, please note that customer filed a copy of this complaint with the Better Business Bureau in April 2004. This matter was resolved amicably. Further please note that customer Jay N filed this complaint, however customer Yumiko authorized the switch. Our findings conclude that no slamming violation has occurred. FCC rules define slamming as the illegal switching of a consumer’s telephone service from one carrier to another. PCS1 deems the switch valid

pursuant to California PUC Code section 2889.5 of confirmation requirements when changing a competitive service from one provider to another. Authority for local and long distance service transfer was obtained via Third Party Verification (“TPV”) and Quality Control (“QC”). This verification was recorded and retained as a sound file. The TPV and QC recordings confirm that customer Yumiko identifies herself as the authorized decision-maker for these telephone numbers. Further, Yumiko acknowledges that PCS1 and SBC are separate companies, as well as agreeing to the offered rate plan. PCS1 is an authorized competitive

local exchange carrier utilizing the SBC network to deliver local service (company no. 3662; utility no. U-5998-C). PCS1 relies on the verification process for a proper transfer of customer’s telephone service. Because valid authorization was obtained and is available on file, PCS1 cannot consider this a case of slamming. In regards to the customer’s complaint regarding DSL, PCS1 acknowledges that it inadvertently migrated the customer’s DSL line. As a reseller of SBC we rely on Customer Service Records when provisioning new orders. Unfortunately in this case at the time of the switch SBC records indicated the DSL line as a Measured Rate Business Access line instead of Business DSL. When we were informed of this problem by customer Yumiko on 4/19/2004 we explained to customer Yumiko that SBC records listed the line as a Measured Rate Business Access line. The customer than made arrangements to switch back to SBC. SBC switched the services on 5/20/2004. (It takes SBC approximately 30 days to process the switch.) We also credited the customer $305.48 to zero out the account in good faith as a courtesy for the inconvenience this caused. The customer was satisfied with this resolution. We deeply regret the inconvenience to the customer. However please be assured it was an unintentional error caused by incorrect SBC records and one that could not have been foreseen by PCS1. We feel that we acted

in good faith and followed the necessary procedures. Thee account was zeroed out and the matter was resolved to the satisfaction of the customer. Thank you

John Klass

Regulatory Affairs Manager

Pacific Centrex Services (PCS1)

May 21, 2004 - Consumer Message:

pcs1

In addition to complaints listed already, we have had a bad experience or still having with pcs1. Their representative talked to us as if they are SBC member. It was our fault for not paying attention to what they were mumbling on the phone.

But, they had moved our dsl line we had with SBC in addition to all of our phone lines insisting they would not have touched dsl line. They had billed us for the dsl line we could not use. None of them were willing to solve our problem. Our business still suffering for not being able to use our dsl line. The worst company to deal with!!

Jay N

marushin

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