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:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Up until recently, I haven't had any problems with ****************** AKA Transworld Network. However, my bandwidth has not been as promised and I also pay for a voice line that I am unable to use. Like any reasonable customer, I called customer service where I was belittled and made fun of despite having two computer degrees of my own and my technical issue was not resolved. Furthermore, I have had two very unpleasant conversations with a technical support "supervisor" named '********'. I am completely at a loss as to why anyone would want to push a customer towards a competitor's Internet. "Maybe we're not the company for you". Whatever man, I was just calling to get my phone to work, now I've got to find another **************** and believe you me, anyone that asks about my service at *** is going to get an earful. I'm anxious to hear what someone else other than ******** will say at this company, apparently, he's the last guy you talk to, I thought it important to let the entire organization know that he's not doing the job.

  Business Response

  Date: 04/22/2025

  Upon thorough review of Mr. ******** complaint, we acknowledge that he experienced service issues with ******************. However, our investigation indicates that the interactions between Mr. Curley and our customer service team were conducted professionally and respectfully. We have no records supporting claims of belittlement or unprofessional behavior. Additionally, our technical support team made diligent efforts to resolve Mr. ******** service concerns. We are committed to providing all our customers with respectful and effective support.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23178955
  
  I am rejecting this response because:

  This company has unilaterally escalated the situation. Not only will they not fix my phone, but they have caused major issues with my **************** and charged me a $87 service fee for phone service that they have no been providing. I have called several times and spoke with ******** who advised that I find myself another Internet provider and that they will continue to add on charges and seek to put a lien on my property for unpaid bills. Instead of handling this professionally, they have acted like spoiled children and decided not to compromise in the slightest.
  
  Sincerely,
  
  Dr. **** ******

  Business Response

  Date: 04/30/2025

  Mr. ****** contacted ****************** regarding service issues, and our team made multiple efforts to assist. Despite this, his interactions became increasingly abusive. While we value all of our customers and strive to provide professional support, due to ongoing hostility and the breakdown of the customer relationship, services will be terminated effective May 19, 2025.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23178955
  
  I am rejecting this response because:

  1) I contacted them to ***ort that their **** line was not functioning properly.
  

  2) They gave me the 'run around', about how it isn't their problem its mine.

  3) They decided to add $84 to my bill in retaliation

  4) I contacted several of their billing people including ******** where I offered to pay half of this 'new' fee to which they stated that they would get back to me within 1-2 days to let me know whether that would be acceptable. I let her know (recorded) that according to Arizona law, you can't just come up with a new charge and expect the customer to pay for that. I have been paying my invoices all along and introducing a new charge such as $84 a month was exorbitant. I will still willing to pay half.

  5) I called a week later since I had not heard back. A note was written for ******** to call me to let me know whether my terms were acceptable. The *** *** stated that I would hear back from ******** in short order.
  

  6) Two days later I received a voice mail from ********, but she wanted me to return her call. We had discussed previously that if she was not able to get a hold of me to give me my answer on the voice mail since it was very time consuming to try and get her back on the line. However, I did call the company and once again, I was drilled by the *** *** who is "trained to handle" billing problems on her own and did not want to put me through to ********.

  7) Eventually ******** called me back and told me that ****************** can do "whatever they want" if they want to add an extra 'tariff' to my bill, they can do that and if I don't want to pay their (extortion) then I can find another Internet provider.

  8) I tried to explain to her that in the State of *******, you can't promise someone an essential service like Internet and then change your mind and decide to start charging them something considerably more. Please keep in mind that this ************ that I was paying for, wasn't even working properly at this point. She continued to drone on about new issues including ***** and his tariffs that have made it necessary for them to start charging customers, 'blah blah blah', I tuned her out and started using profane language to get her to stop such that I would be able to participate in the conversation as she appeared to be reading a 'treatise' on service from their ****. Instead of stopping, she continued reading as if I was a "prisoner of war" to which I used profane language again and ultimately hung up.

  9) I did find another Internet provider but I wanted to give *** another opportunity so I went to online chat (recorded) where I spoke to ******, another *** *** who just reiterated what ******** had said. I told them considering the substantive work they had done to install the line into my house, it would be unreasonable to lose me as a customer over $40 a month. She made it apparent that *** was going to stick to their guns and hold on to this new charge. I made an additional plea on their ******* site and their ******** site such that some other person from  Management might see how ridiculous this argument was and consider negotiations.

  10) Lastly, anyone that I have called on the **** line for the past two months I end up having to call again because the service is unreliable. I will be in the middle of a conversation with my Aunt and or with my mother and the person can hear me but I can not hear them or reverse. I had tried to reach out to their technical team where I perceived that they were not helping me, but blaming the problem on me and my equipment. I would not have changed service over that, however they added an additional fee on my invoice of $84 saying that they had forgotten to charge me, to which I assumed was retaliation for the complaint that I had lodged with the Better Business Bureau. They were not willing to budge on the new charge, they were not willing to discuss or compromise. It was "their way or the highway" as they say. Today I find out that they are terminating my services regardless. As a customer who has four degrees with a doctorate, I rely on high speed internet and a phone line. There are only two Internet providers in my area which make me believe that *** is taking advantage of their monopoly in desolate *************, ******* by extorting their customers into paying excessive fees that they charge on a whim and then terminating their services when the customer does not comply.
  
  Sincerely,
  
  Dr. **** ******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  Constantly been paying for service im not getting. I am suppose to get 2gig download 1gig upload speeds since October first. Since then I have only gotten around 10 days of the right speeds. Otherwise my average is 1/2 of what I'm suppose to get. I've spent more time on the phone with them every week than I should be. I've lost my job due to the slower speeds. I've continued to pay for the higher speeds. I get 4 good days on average for ***************************************************** on the phone for hours when it's been found that problem is 3rd party they get internet from. The advertise get the speeds you pay for but you dont.don't. Asking them to get the right people to do the job so I pay for what I'm suppose to get. Credit my account. When internet is running correct my tests using twn app are 2.12gig download .99gig upload 5ms ping. I've included test of speeds pic. Download varies between 1.31gig and 1.67 gigs with upload always .59 gigs and ping *****

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I have nothing but ongoing problems ever since they installed this wifi in my house I have no internet majority of the time it goes off all day and night I have to get on the computer at 5am just to get a connection and even then it does not work they keep sending me e-mails stating they have tried to contact me and they have not they are BIG FAT LIARS who like to take advantage of people and there money this buisness needs to be held accountable

  Business Response

  Date: 08/13/2024

  TWN strives to provide all customers with a positive service experience. Upon further investigation it has been determined that TWN was in line with our terms and conditions. We have worked directly with the customer to reach a resolution and consider this matter now resolved. We appreciate your business and would like to do all we can to resolve any service issues.

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  My bank card was compromised and deactivated. I received my new card today. Auto pay is set for the 5th - today.Bill is not due until the 22nd. TWN email is threatening charge for declined auto payment this early morning.How can you do that?Again, due date is 22nd.I subsequently submitted payment on checking rather than the debit card and changed the auto-pay to direct bank account.That payment was declined, also, with another email charge threat.How can you do that?

  Business Response

  Date: 02/26/2024

  TWN strives to provide all customers with a positive experience. After careful review of your account, TWN maintains that we have acted in accordance with our terms and conditions and in adherence with our current policies. At this time, we have reached directly to ************ and consider this matter to be closed.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I sold my property and terminated service with TWN in May 2023, service address: **************************************************************************************. I have been in contact with them via phone and e mail about my refund. I have gotten nothing but excuses with my last contact with a woman named **** on 8/24/2023 that promised me an account refund check within 2 weeks. As of this writing, no refund.

  Business Response

  Date: 09/12/2023

  Upon review it is found that TWN has acted in accordance of our set forth Terms and Conditions. The refund for this customer was mailed out on 9/12/2023.

  Customer Answer

  Date: 09/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I heard about the internet program they have through my power company and I have made numerous calls over the past month and half trying to get service and I get disconnected on the phone or keep getting the run around. If this is the way the treat Seniors they ****.

  Business Response

  Date: 10/12/2022

  We are sorry to hear that you are unhappy with your experience with ******************. We'd like to work with you to improve this experience. Because you do not hold an account with TWN, if you don't mind, please email us the best number to reach you and a member of our support team will give you a call at your convenience. We can be reached at ************************  

  Customer Answer

  Date: 10/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Installation for new service.1-Order for service address. ***********************************.For internet ONLY!! Service worker called on Wen July 26th ,told me he had to come out to do a signal check.Asked were I was. Showd up at **** **** ******* ** .He spent more than 41/2 hours sitting in his truck.Asked what billing address was.Were did I want the equipment installed.We kept telling him 33 West Shanghai La Ln.He told us,he had to do a signal check here,before any service could be installed there. Confused we are.30+ miles north.,is were the service was to be installed.Internet ONLY!I do not want their service here.Asked what the cell phone number is?Than asked if I had a landline and what that number is?Now my landline will not work..I had to get a repair man out,because of a short that was created.I spent 5 days without any power.Because of this incompetent service man,from TWN. Whom didn't know what he was doing.Would not listen to us.Lied repetitively. We have spent days,calling the company, only to get the Royal run around. I want the service installed at the correct location.The internet.Nothing more.At no charge to me.All the equipment ,if any removed from here.My landline & services put back as they were!!!ASAP .That service man,NOT to ever come here again.The company needs to send out someone older,whom is experienced .Not a newbie.Also ,there was to be month to month,prepaid service.No long term contract. Furthermore he refused payment from me,took it from someone else.Witch was wrong.The service man man has caused much confusion,stress,put us through ****. He yacked ,did not listen ,lied to us.Why did someone have to come here to do a signal check,to install 30 miles away..What nonsense.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/17) */ ***Document Attached*** TWN strives to provide all customers with a positive service experience. After further review of the consumers account, the complaint filed does not match our internal account history. Consumers agreements signed indicate that services were placed at the correct address. We appreciate your business and would like to do all we can to resolve any service issues. While we have made attempts to reach the customer directly with no success, we invite them to contact us at (XXX) XXX-XXXX.

• Initial Complaint

  Date:07/01/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 6/3/22 I made a payment of $64.86 for my TWN invoice that was due 6/8/22. I made this payment from the TWN website, using my stored payment method, which is my checking account. I had used this stored payment method successfully previously. Two weeks later, on 6/17/22, I received an email from TWN advising that the payment was declined and that I was being assessed a $30.00 declined payment fee. I contacted my bank, where there was no record of any payment request from TWN. I called TWN and spoke with a customer service representative who was not able to help me, but who transferred me to a supervisor who reviewed my account history and verified I had used that payment method before (as well as other methods) and who waived the fee. This supervisor did not advise me to not use the website or my stored payment method to pay my invoice. On 06/17/22 I reviewed my stored payment method, and double checked to verify all account information was entered correctly. I submitted my June payment of $64.86 for the second time on 06/17/22. On 06/24/22 I checked my bank and noted the payment was not yet posted. I contacted TWN that morning and spoke to a customer service representative and asked if there was a problem with the payment. They suggested my bank had likely just not processed the payment yet. Before noon on that same date I received an email from TWN advising me payment had been declined and I was being charged a $30 declined payment fee. On 07/01/22 I called TWN and made a $64.86 payment for my invoice that is due 07/09/22. I then spoke with a supervisor about the $30 fee, requesting it be waived, and advising that I would make all payments over the phone with my debit card going forward. The supervisor advised the fee could not be waived because it had recently been waived and this should have been a "known issue" to me. I think maybe it is a known issue to TWN; however, not having had the issue in the many years I have been with TWN it was not expected by me.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 12, 2022/07/27) */ TWN has made reasonable effort to resolve the matter and is working with the customer directly. It is our understanding that the matter at this time is resolved. Consumer Response /* (2000, 16, 2022/07/28) */ I received a voice message on 07/25/22 from a representative in the regulatory department of TWN requesting I call back and that they would contact me the same day or the next if I did not. I called the representative back on 07/27/22, and we were able to resolve this issue. Based on prior payment history the charge will be reversed as well as late fees that have been charged. The IT department will be contacted to see if they can figure out what the issue with the payment being made on the website is...however, I will never know if that is resolved as I will only make payments over the phone (that can immediately be confirmed) going forward.

• Initial Complaint

  Date:06/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I moved to **************** last year from ************************************************. I had been a customer of TWN for few years until I moved to Fort Ave and the tech could not install internet service for poor signal in that area. I had paid in full prior to moving out of ******** ***** I was billed $592.70 last year for account #XXXXXXXXX-XXXX. I thought there must be an error; I phoned to ask why super high $$ invoice. I was told the equipment needed to be removed from ******** ****** There were problems with issues of equipment removal. I went to see **** ***** of St. ******* de **** of Sierra Vista AZ for help with communication. I was told TWN would contact the owner for date of removal which was on Dec 8, 2021 per my text message. Balance would be down to approx. $47. Then I got new invoice for $682.81 after December 16, 2021. Went to **** ***** again, showed her the new invoice, this year January 2022. I had photos to show **** *****, before and after removal of equipment (Nov 2021 and Dec 2021) at *** ******** ****** **** ***** called TWN and asked why I was still billed for over $650. She was told the balance would be $0 on new invoice. New next invoice billed me for $96.90 on *** 16, 2022. February 16, 2022 showed $62.78, $67.89 on March 16, 2022, $73.00 for April 16, 2022, and $78.26 for *** 2022. I again saw **** ***** this month and she paid $78.26 using her organization credit as well as placing phone call to TWN to speak about notes she put in system showing us balance would be zero. I would like to see that St. ******* de **** refunded for $78.26 plus punitive damages paid to me for what I had to endure through, in amount of $66.67 since I no longer receive TWN internet services at my current residence.

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 10, 2022/07/25) */ Having reviewed this complaint and the consumer information system notes, TransWorld Network ("TWN") maintains that we have acted in accordance with our terms and conditions and adherence with our current policies. At this time a consumer account does not qualify for a refund to be issued. Supporting documentation has been supplied. It is our understanding that the matter will now be considered resolved.