Complaint Review: Birch Communications

In early January, 2015, this company contacted my mother who suffers from dementia and is hard of hearing about her phone service.  They told her that they were going to be handling her service for AT&T from now on.  Needless to say, she said ok.  Over the past year, we have had numerous issues with this company.  Back in December, her phone was not working properly.  We had to report it numerous times before they finally fixed 12 days later and we were told on two separate occasions that the problem was on their end.  On March 5, 2016, I contacted them to cancel my mother's service as she had been admitted to the nursing home.   I was initially told that they would cancel the service without any issues.  However, within 15 minutes of me making this request, I received a phone call stating that since she was "under contract", there would be a cancellation fee of $500.  I told their rep as far as I knew her contract had expired and was then advised that they automatically renewed every year.  At this point in time, I requested a copy of this so-called contract and advised the rep that they would have a hard time collecting the cancellation fee as we had to turn all my mother's assets over at the time she was admitted to the nursing home.  I also advised the rep that we would be contacting an attorney regarding their fraudulent practices.  As of today, I have not received the copy of contract that I requested nor have they disconnected service to her phone.