ComplaintsforG3 Telecom

• Initial Complaint

  25/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The decedent (my husband) had a service withG3/Telecom company. Their headquaters seems to be in Canada, but they advertise their service in Canada and US. When my husband passed away I have contacted the company and asked them to transfer a service to my name. I was told they can't provide me postpaid service my deceased husband had. The customer service rep create a new account solely on my name and I prepaid $10.00 from my credit card. Then I found out that CSR without my authorization changed customer name from my husband to my name (with his CC information ) and wanted my credit card information to pay decedent's balance. I told her that I was not a co-signer on my husband CC. They disconnect me from the access number and after that event I found other much cheaper service and asked them to issue me a refund. They said it's not possible.

  Business response

  25/04/2022

  Business Response /* (1000, 5, 2022/04/13) */ Dear Ms. ******* ******** - Thank you for sending us your concern. We sincerely apologize that some information have been omitted and misrepresented. We will refund your remaining prepaid long distance credits to your credit card. This should be on your credit card account in 2-3 business days. Regarding your late husband's existing account and remaining balance to be paid, please consider it settled. These resolutions may not be enough to make up for the inconvenience we have caused you, but we will take this as a course of action for more coaching and re-training to our employees to ensure this will not happen in the future. Please let us know how we can assist you further. Thank you for your patience and understanding. Sincerely, G3 Telecom Customer Service Support

• Initial Complaint

  24/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around September 6th I started a chat with g3 telecom because after a couple weeks I had to plug my phone adapter in after night of severe thunderstorms and when plugged adapter in it was showing no power. I started chat and person on chat said to start the start up process again so I did nothing. The light that turns on wasn't lit had no power. So had to start a second chat later told me same thing I told him I tried and am trying but can't no power to adapter. Asked phone number for tech. Gave it to him never called. Called said was calling a different number. Finally called right away said no ,I got then trouble shooting won't work. Will process another one to you. First email sent as received nothing September 7. Vague responses processing will get in touch shortly. 3 emails after same thing. Pretty much 2 weeks later no one knows no one calls back when says will with tracking. G3 is continuing charging me for their telephone service while haven't been able to use it. Not recieved

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2021/09/24) */ Dear Ms. ****** **** - Thank you for reaching out to us. We sincerely apologize that your concern remains unresolved. Based on our investigation, your *** is on process for replacement. We understand the need of your service. We hope you understand that movements are restricted due to the covid situation, causing a little delay. The undersigned is personally taking over this matter so you will receive it the soonest possible time. Rest assured however, that until your concern is resolved, your charge for September and any succeeding charges (if applicable) will be used as credits to pay your future monthly bills, . I will be updating you on the movement of the *** replacement until you receive it. Regards, JINKY Asst. Director for Operations G3 Telecom Customer Service Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable shouldn't be in process for 3 weeks and should not be charged at all. I can see a little delay butb3 weeks is excessive and in response see nothing to resolve the matter. It's not right and acceptable from any company. Business Response /* (4000, 9, 2021/09/29) */ Dear Ms. ****** **** - I have sent you a separate personal email earlier today for the details of the *** delivery with the corresponding tracking number. As I have committed on my previous reply to your BBB complaint, the charges you will incur until you receive the adapter will be used to pay your succeeding month/s bill. Please let me know how I can assist you further. JINKY Asst. Director for Operations G3 Telecom Customer Service Consumer Response /* (4200, 12, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I recieve the adapter and see the credit on my account I can't accept thisbtill gas made surevthat that credit I see on my account because until it's showing on my account it will never be applied. Am sorry. Just experience so far have had with g3. Thank you. Business Response /* (4000, 14, 2021/10/07) */ Dear Ms. ****** - Please refer to attached file for our response. Regards, JINKY Dear ****** **** - According to ****** pot (tracking number XXXXXXXXXXXXXXXX), your adapter has been delivered yesterday. May you please confirm receipt? Below is the screenshot directly from *********** website. ********** Regarding your credits that we committed to you on the previous conversation: September payment: $ 3.72 October payment: $17.35 TOTAL Credits: $21.07 The $21.07 is an account credits, will be used to pay your next month's bill. It means, you will no longer pay you November bill and partial amount of your December bill. Please let us know how we can assist you further. Regards, JINKY Assistant Director for Operations G3 Telecom Consumer Response /* (3000, 17, 2021/10/08) */ Sorry for the day delay but received the adapter yesterday and hooked it up and is working today. I tried the adapter p,ug from my previous box and just to let you know the problem was the plug not the adapter. I found this out yesterday aß tried on new adapter no power but plug it arrived with power.i appreciate finally being able to use my home phone now all would likebto see is the credit on my account as if isn't there won't be applied. I would just like to see this and then don't need anything further and can close complaint. Thanks for working with me **Update Oct 12** As in my update here on October 12 I apologized for the day delay my day got busy but updated you on Oct 12 that had received my adapter the day before. So I did confirm it in update on Oct 12 yes I have received it and is working now Business Response /* (4000, 20, 2021/10/13) */ Dear Ms. ******, We are happy to know that your new adapter is working perfectly. Regarding your account credits, you will not see it on your account or invoice/s. As the nature of your service is non-contract, any account credits are adjusted manually. We can give you an assurance however, that despite that it will not reflect on your account, your total account credits will be used to pay the succeeding months. Your total credits (as sent on our previous email) will be used to pay your November bill in full and a partial on your December bill. Please let us know how we can assist you further. JINKY Asst. Director for Operations G3 Telecom Consumer Response /* (2000, 22, 2021/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) thank you so much for your help. using the phone rep as well as email i wqas getting no ansers just will email and find out do a follow up and said would call in next 2 hours and never ever heard from anyone in regards t0 what was going on. i needed bbb to act on my behalf as was put off and not even respected. i got no where so i needed a third party. i appreciate your help am glad can use my phone now and appreciate it. thanks for all the work you have done to help me

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩