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:05/24/2024

  Type:Billing 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 called KCTC the middle of April to cancel my cable services, so that I would not be billed for them in May. I was told you had to cancel before the last day of the month, so that you weren't an active cable customer the 1st day of the next month, to avoid being charged the entire next month. At that point, I asked what my bill would be for **** for just internet service. I was told $105.94. I was doing my checkbook last night and found they charged me $275, as if I never canceled my cable service. I called this morning and was told that I would've had to terminate service several days prior to April 30th, because they do their billing before that. All they offered me was a credit on my next bill. They won't cut a check, because they only cut checks on certain days. I am paying 2 bills late now, because the extra $170 taken from my account would overdraw my account. I was also planning on that extra $170 for a hotel room at a relative's wedding. I now don't have the money for the room. I feel this is completely unacceptable, that all they did was apologize and say they will credit me next month! For some, $170 may seem like chump change. For me, who lives pay check to pay check, it's a lot of money. This is how they operate though. My parents terminated their cable service April 29th, and they didn't get charged their former monthly amount. So, why am I charged/treated differently?

  Business Response

  Date: 05/29/2024

  Our customer service representative spoke with the customer. 

  We handled this scenario as we do all scenarios involving customer refunds/credits.

  It is not company policy to pay cash refunds. KCTC credits the customer on their next bill if they continue service with us after cancelling other services that they may have had. 

  The customer has a credit balance on their bill in June of ($41.52) She will not owe KCTC anything at all in June and the $41.52 carry over will apply to her July bill as well. 

   

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21756053
  
  I am rejecting this response because: if they only over charged me $20, that would be one thing. They over charged me $170.00! I live paycheck to paycheck and was unable to pay some bills on time, because my checking account would have gone negative, and I would've been charged overdraft charges, which I know they wouldn't have reimbursed me for. I'm already going to have to pay late fees with 2 places due to this, and I know they won't give me any credit for that either. The late fees are less than then overdraft fees, so that is why I chose to pay late. Bottom line, I shouldn't have had to! They should be able to cut a check to a customer, when they s**** up as badly as they did. I canceled my cable with them, on the date I did, based on what their customer service representative instructed me to do so I wouldn't pay for cable in May. They screwed up and they don't care how much it affects their long-time customer's finances. Guess I'll start looking into other options for internet as well, given that they don't care.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/30/2024

  We have refunded $166.76 and it will be deposited in her account on 6/3/2024.

  $275.97-$109.21 = $166.76

  Thank you,

   

  Customer Answer

  Date: 05/31/2024

   
  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,
  
  *********************************