Complaints

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• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  ACC Business discontinued providing the ************************************** (****) with internet service in January of this year. We have repeatedly asked *** to cancel our service (we've gone with another provider). However, they continue to bill the Association for services they've stopped providing. Repeated phone calls have NOT been successful in having the billing stopped. This is due primarily because we cannot provide an "authorization code" for our account. **** is a volunteer organization with rotating members. No one on the current Board knows the "authorization code." ***, therefore, refuses to process any cancelation of service requests. The right hand of *** obviously does not know or talk to the left hand. They simply need to look to see when they last provided service and then cancel the account. Minimally, they should NOT be billing us for services NOT provided. My name is **** ***** and I'm the current Treasurer of ****. The physical address to which the service is NOT being provided is *************************************************************************

  Business Response

  Date: 04/30/2025

  I find no business with the customer name provided in our records - the customer would need to provide a billing account number for me to respond further

  Customer Answer

  Date: 05/01/2025

  The attached invoice shows that they are still billing us and not providing service as I stated in my initial complaint.  All they need to do is to check their records and see that there has been zero bandwidth used for the past several months.  I am asking that they cancel this account and stop billing us for services not provided.

  Business Response

  Date: 05/01/2025

  This is an *** account - I do not handle these accounts as there is no contract associated - there is a number to call for ************* shown on the invoice - they are capable of directing the customer to the appropriate team to handle any requests for disconnects of the service and any subsequent credits that may be applicable

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23208821
  
  I am rejecting this response because: they will not even talk to anyone on the *************** unless we know the pass code.  As I explained in my original complaint, we have a revolving Board and no one on the current Board knows the pass code and attempts to contact previous Board members have been unsuccessful.  Thus, the suggestion to call them is ludicrous since no one on their end will talk to us without the pass code.  We've already tried numerous times to contact them but they won't give us the time of day without that pass code.  I reiterate that we have used no band width for nearly 5 months and yet they won't terminate the service.  Totally unacceptable.
  Sincerely,
  
  **** *****