Complaint Review: OmniTech - Internet

 We are at a loss to understand what this customers complaint is.  She has certainly not been ripped off.  OmniTech Support neither charged Ms. Barbara A. Echeverria, nor was her account debited after the E-check transaction of $99.99 was cancelled. However, we tried to assist her to resolve her issues. She was using MS Office and it was stopped working after running an Windows update. She had no MS Office installation disc, no product key and no confirmation mail from Microsoft. We suggested her to purchase MS Office online but she refused our proposal due to the price. Then, we recommended using Open Office as it is a tested and reliable, free alternative to MS Office, as it can read and write Word, Excel and PowerPoint files.
 
Contrary to her statement, she no longer needs the MS Office product!
 
Ms. Barbara A. Echeverria agreed with our technician and we installed Open Office.  The customer agreed to pay us $99.99 to do that and to remove her computers infections (corrupt registry, system errors etc.).
 
Below is the chat transcript:
2:23 AM Tech 53: That is you can pay just $99.99 and I'll remove all the infections along with installing the Open Office.
2:23 AM Barbara: I don't have that kind of money??   I wish I did for I live by my computer.  I don't get my next check until the end of Dec.
2:25 AM Barbara: OK
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2:28 AM Tech 53: Okay, thank you for the information, please give me a moment while I inform our billing department.
2:30 AM Tech 53: Barbara, could you please provide me the name on the account.
2:31 AM Barbara: Barbara A Echeverria
2:32 AM Tech 53: Thank you for the information. May I know on which date of December you want us to charge the amount of $99.99?
2:32 AM Barbara: the 27th.
2:33 AM Tech 53: Okay, we will charge the amount on the 27th of DEC..
2:33 AM Barbara: Please provide me with info for Advanced System Optimizer, so I may purchase sometime next year.
2:34 AM Tech 53: Barbara, the Advanced system Optimizer comes with the Assurance plan. You can also avail the Assurance plan by just paying $100 more as a discounted price just for you. However it will not include the Microsoft office home and student.
2:37 AM Barbara: What R U fixing today?  If I still need a MS product why should I purchase now for $99??
2:38 AM Barbara: I'll be right back
2:39 AM Tech 53: We will completely remove all the infections and the damaged registries and also install the Open office along with configuring it with the system files so that you can use the computer without any inconvenience.
2:39 AM Tech 53: I would like to inform you that, if you have any issues with our service, please do not hesitate to contact our Customer Support team. You can contact us through our Telephone Support, available at 1-800-966-9940 (8 am to 2 am Eastern Time).
 
Then our technician worked on the customers computer and fixed the issue as promised. The customer checked and confirmed the issue resolution.
 
Below is the chat transcript for issue resolution confirmation:
4:28 AM Tech 116:  Barbara,We are glad to inform you that I have installed Open Office in the computer.
4:29 AM Tech 116: For updating our records, I would like you to kindly confirm if the issue with the Installation of Open Office been fixed by replying with a YES or NO.
4:34 AM Barbara: Yes I imagine from what I saw.
4:35 AM Tech 116: Thank you for the confirmation.
 
On December 14, 2012 the customer came back to us saying that her computer CPU idle process is high. Our technician took remote access and checked the issue and provided the details regarding it.
 
Then the customer sent us an email requesting to charge $99.99 in two installments ($49.50 + $49.50) as the customer claimed later. However, we didnt receive it in our mail box. On December 27, 2012 we tried to charge the customer full amount of $99.99 as per the agreement through E-check but we couldnt charge. This customers payment returned. The status it was showing as Returned. Below is the history of transaction;
 
On January 18, 2013 the customer called us and expressed her dissatisfaction saying that she agreed to pay us in two installments, however, we charged in one installment. We tried to convince the customer saying that we tried to charge $99.99 but the amount was not charged. But the customer ended the call.  
 
On January 23, 2013 we sent an email to the customer describing the transaction details and refund; indicating that we had not charged her anything.
 
As we didnt receive any fund from Ms. Barbara A. Echeverria, we request her to check with her bank once again. If she finds her account was charged by OmniTech, then we invite her to come back to us with the transaction details; then we shall refund her immediately. We sincerely hope this resolves her complaint. We always try to meet our customers needs and expectations. Thats why the Better Business Bureau awarded OmniTech with A+ rating.