Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 3rd of 2022 Escape Broadband received from me $1,800 dollars instead of the $63.40 that I paid every month through my Auto pay at *********** I had been paying the same amount every month for at least 6 years .this should not have been allowed as it was automatically set up through Chase, For ***** to pay this bill they had to take the money out of my savings! WhichI would ever do. Sine that time I have desperately tried to contact Escape by telephone,( they either hang up on me without answering, (I assume because they can see my number and dont want to talk to me,I have written letters, not returned but did not answer, I contacted Better Business and they would not accept any calls nor answer their letters! I did not make any payments to them from the withdrawal of $1,800 October 3rd through September 2023. That is 11 months: less actually, so that comes to $760.80 which leaves a balance owed me of $1,133.20 that they need to refund me. Als, I did not file this sooner because I did not want to change companies, I thought it was some kind of mistake, actually because the bank should never have paid more than the auto-pay showed! But now I have tried every way I know to get them to return my money. So I am switching broadband companies this month, please return what is left owing of the $1,800 which is$1,133,20. Sincerely, ***************************** ps please add if you can another $6.40 to my total. I just discovered that Escape also removed another $63.40 during the month of October,2022,

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 31 Estates Broadband accepted a payment of ***** dollars for what should have been $63.49this account was on auto pay of $63.49A month . I went to my bank management and they returned the money to me twice then, they took the money back because they could not reachEscape broadband I have caller numerous times plus called sent texts took it back,the bank did not help me in any way. Plus they did not give me, even tho I requested a receipt for the money, the bank never showed me a receipt. I believe the account was on auto pay so there is no way this should have happened, but the thing is Escape has no notified me about what happened plus the do not answer the phone when I call please help me, ***************************** **********