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:04/21/2025

  Type:Product 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 Cancelled my service with Clearwave fiber and I have been trying for over a month to get the UPS mailing label so that I finally return the equipment. There is a $400 or more charge on any account where the equipment has not been returned. I have called several times I even went down to the UPS store just incase there’s a generic label that I could attach my account number too, but no such thing. Every single time I call Clearwave Fiber I am given a different answer as to why I cannot have the mailing label. First the said it’s too soon and the account to be printed. Then I checked again because I had not received it. Then I called back and they said I need to give the email label a little more time. Another time I was told that it was sent already and couldn’t be sent again. When I asked for the escalation team or contact information for the corporate office, I was told that no one was available and a manager would be calling me back. I have simply had enough with this company. The end goal for them seems to be to charge me extra for what I’m trying so hard to return to them… their equipment!

  Business Response

  Date: 05/15/2025

  We have resolved the issue with the complainant and are updating our processes to mitigate repeating the problem.

   

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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.

  I instructed Clearwave to disconnect my fiber as I was moving out of state on Feb. 13th. The new month of service began on Feb. 7th. I am being charged for the entire cycle for $108.78.
  
  I am disputing being charged for a service I was not provided nor did I use. My internet was turned off on the 13th yet I am being charged until March 7th.

• Initial Complaint

  Date:02/10/2025

  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 cancelled Clearwave Fiber in November after 3 days of internet not working as I work from home. I then returned the modem to Clearwave via Fedex. (Tracking ID ************) and it was delivered to Clearwave on 11/19/24 at 7:16 PM. In December I received email indicating an amount due to Clearwave of $324.00. I contacted Clearwave immediately and advised that I had returned the equipment. The customer service rep then made an inquiry and within a day or so called me back to confirm the equipment was received (see attached document Final Statement dated 12/24/2024), and that my account was credited, leaving a zero balance.
  
  On January 17, 2025 Clearwave charged my credit card $324.00. I disputed the charge with my credit card company. I again called Clearwave and was advised that my account had a zero balance. I advised the agent of the charge of $324 - she was unaware of that charge. I INSISTED that Clearwave issue a credit directly to the credit card and she stated that WAS NOT POSSIBLE.
  
  She then claimed that I would receive a CHECK WITHIN 12 WEEKS!
  
  I have emailed Clearwave to confirm what I believe to be a FALSE claim by the customer service rep. (she did not seem to know how anything works).
  
  Is this how Clearwave accounting works? Three months of carrying $324 on my credit card at 24% interest will require an additional interest payment of $19.44.
  
  Can the BBB help resolve this?

  Business Response

  Date: 02/18/2025

  This customer was enrolled in autopay, and once the payment was posted,
  they were charged the amount of $324. According to our records, this charge was
  refunded back to the customer’s card on 2/7.

  
  We do not show any instance where the customer was charged more than once for the
  equipment fee. We reached out to the customer to
  inform them of the resolution.

  
  The customer currently does not owe us anything, and the refund has been
  successfully processed to their card.

  Customer Answer

  Date: 02/20/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  According to the Clearwave Fiber response: "This customer was enrolled in autopay, and once the payment was posted, they were charged the amount of $324. According to our records, this charge was refunded back to the customer’s card on 2/7.", the following are the facts: 

  1. At the time Clearwave Fiber charged my credit card $324 I had NOT been enrolled in autopay. Autopay was cancelled on the day I cancelled my internet service in November 2024.

  2. Clearwave Fiber did NOT refund the charge of $324. I just reviewed my statement and there is NO credit for $324 on 2/7 or on ANY date. I just called  my credit card (managed by **** ********* ********) and confirmed the status of my $324 dispute with Clearwave Fiber (filed on 1-17-2025) and they DID confirm that my dispute CONTINUES to have the status of "processing".

  Clearwave Fiber's statements to the BBB in this regard are incorrect and deceptive.

  
  

  Regards,

  
  

  ****** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  In February of this year I notified the company that I no longer needed one piece of equipment which cost $10 per month. I told the *** that I need a way to send the equipment back and was told that they would send me a label to send the item back. When I did not hear anything from the company by March I call back and was told that they would be sending me a label so that I can return the item but to no avail. Also at the time I asked about the connectivity program that I had applied for I was told that they took it off my account because the program had ended but the program ran for another 3 to 4 months. I have contacted the local clear wave *** and was told that he send an email about the equipment and if i did not get a response he would personally come by and pick up the equipment himself and refund my money. To date I am still paying for the equipment that I have no use for and is still been charge for it. I have call the company several times only to be on wait and then the phone would just hang up.

  Customer Answer

  Date: 11/21/2024

  Thanks for your help in this matter.  Someone from the company reached out to me and the situation was resolved.

   

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  They cut my internet line while burying my neighbors line. They did not offer to fix or compensate me for this issue. Because I have another internet company they said I would have to call them to repair and left the premises without any resolution whatsoever. I lost out on earnings because I work from home and majorly inconvenienced.

  Business Response

  Date: 06/21/2024

  Clearwave Fiber does not have the ability to access or make repairs to another carrier's cable facilities. We offered to provide service to the claimant, which was refused - details below.

  If our company cuts another company's line, (including utilities), we report it to the company and work with the company to make the repairs. In this case, we cut part of another company's internet network on an individual property as it was not flagged. (Cable/internet providers do not as a matter of course flag the location of their network on individual properties, they only flag the location of the main line.)

  One of our Technical Assistance Representatives spoke with the claimant for an hour regarding the complaint and attempted the following solutions:

  1. Assistance with escalating the issue at the claimant's ISP company Kenetic Windstream, investigating any way possible to get the service restored. The only solution provided by Kenetic Windstream was reinstallation of claimant's internet service a week after the incident.

  2. Offering the idea of using a hotspot to access the internet. Claimant insisted they could not use a hotspot due to the nature of their work.

  3. Offering installation of Clearwave Fiber service the day after the incident.

  During the discussion with the Clearwave Fiber Technical Assistance Representative, the claimant stated they would be able to have the ************************** reinstalled at an earlier date than was provided by Kenetic Windstream with the help of a personal connection. ******** requested reimbursement of $150 from Clearwave Fiber in the form of a **** gift card to cover the cost of the reinstallation. Clearwave Fiber Technical Assistance Representative told claimant Clearwave Fiber would need a copy of the reinstallation invoice to process a reimbursement.

  Customer Answer

  Date: 06/24/2024

  Please send email address that I can use to forward an invoice of my time and cost of repairing line

  Customer Answer

  Date: 06/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21818718

  I am rejecting this response because:  I need an email to forward an invoice of my time and cost of repairing the line.  It will be for a total of $350.  2 hrs of my time at $100 per hour and $150 to repair line.

  Regards,

  *****************************

  Business Response

  Date: 06/24/2024

  Though claimant may not be satisfied with our previous response, it was complete.

• Initial Complaint

  Date:05/25/2023

  Type:Order 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.

  This internet provider is not providing internet and has yet to fix internet and is saying they will cancel internet services. The internet is provided to an entire apt community free of charge to tenant. I want my included amenity of free working internet. It has been 3 weeks of several phone calls to my housing and internet provider, tech visits, tech no shows. Please provide ongoing working internet services. Ty.

  Business Response

  Date: 06/05/2023

  The complainant resides in an apartment complex that provides our services to its tenants and as a result, the complainant does not have any billable charges with us directly. We have sent technicians to the complainant's apartment multiple times and have advised her that her personal devices including her television and streaming services are the cause of her issues.  The complainant has been confrontational to our technicians, refusing to let our technicians leave her residence, and causing concerns for their personal safety.  We have had to engage the apartment complex authorities for additional assistance with this hostile individual, and out of caution will not send any of our technicians to the complaint's residence in the future.

• Initial Complaint

  Date:02/01/2023

  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.

  Clearwave Fiber overcharged me for 60 dollars and it owes me that amount back. They have promised to send me a check for that amount for about three months now.
  In the last email exchange with the company they told me they refunded my money, which is not correct. They have never sent a check and there is no check number they are willing to provide me, not was it refunded on any of my bank accounts.
  I still have not received my money. Please help me recover my money.

  Business Response

  Date: 02/15/2023

  We have reviewed the complaint and have connected with the claimant regarding their refund, which was originally mailed on January 20, 2022.  The address that we had on record was no longer valid, and the check was returned to us on February 7.  Our customer service team confirmed the claimant's address on February 8, and has remained in contact to ensure that it is delivered.

• Initial Complaint

  Date:01/20/2023

  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.

  Clearwave made an account error and over extended their 2 month free promotion, and are now imposing a one time charge on my account. The issue started the second month of the free promotion. I was charged on the second month. I called and it took an hour for them to fix it. Now they are stating it was over extended, and are imposing a one time charge to cover their mistake. I should not have to pay for a company mistake.

  Business Response

  Date: 01/31/2023

  Our customer support manager made direct contact with the complainant on January 25th in response to this complaint.  It appears that a billing error occurred, and it has since been corrected.  The complainant's account has been credited and this matter should be resolved.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  This company sends marketing information to us every two weeks. I have sent three letters requesting them to remove the address from their mailing list. I am almost 3 hours away. I am not their neighbor. I do not want their service --- not now and not ever, especially since they constantly bombard us with their junk mail. I called them today (12-29-2022) and after being transferred three time was told they didn't think there was anything they could do to remove us from their mailing list. I suppose they get around being able to honor this request by addressing it to "Our Neighbor at." That is just plain wrong! They are sending their junk mail to Our Neighbor At **** ********* **, ******, GA *****-****. Reputable companies remove us from their mailing list when requested. The junk mail from a company we WILL NOT do business with is bad enough, but every two weeks? Really?

  Business Response

  Date: 01/13/2023

  Clearwave Fiber has proudly been serving the ******, GA market since August 2022 with 300 active customers and growing.  While direct mail to residents is part of our marketing plan, we understand that the complainant no longer wishes to receive mail from us at her residence.  We have removed her address from our mailing list effective January 6, 2023.