Complaints

This profile includes complaints for Consolidated Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Consolidated Communications

  Mattoon, IL 61938-3915

• 

  Consolidated Communications

  700 W Lincoln Ave Charleston, IL 61920-2467

• 

  Consolidated Communications

  2859 99th St Urbandale, IA 50322

• 

  Consolidated Communications, Inc

  PO Box 909 Lufkin, TX 75902-0909

• 

  Consolidated Communications

  4041 28th St NW Ste 200 Rochester, MN 55901-7943

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:01/30/2025

  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.

  ******** hasnt worked consistently for more than a year. They wont fix the problem. I want to cancel but they wont cancel. They tell me a technician has to fix it & the tech never shows up.

  Business Response

  Date: 02/06/2025

  A service order had been placed to convert the Dry loop DSL/Internet only for Jan 30th. We have called the customer on Jan 31, Feb 3 and Feb4 and left messages for them. They have not returned our calls. Thee are no new tickets for repair. Assuming that the customer is all set now. 

• Initial Complaint

  Date:01/28/2025

  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.

  This company is charging customers for ******************** to come in the upcoming month when they close out their account before that month has occurred. For example, I on January 28th, had to pay a $235.94 with a bill date of February 1, 2025 in order to close out the account. This bill included billing for February of $76. 23.I know of at least 2 other people that this has happened to as well.

  Business Response

  Date: 02/06/2025

  The customer's issue has been resolved.  Mr ****** wanted to transfer the account into his mother's name. There was a balance due on the account, which needed to be paid before we could transfer the account into a different name. This payment was made and the service has been put into the mothers name now. 

• Initial Complaint

  Date:01/18/2025

  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 sent a payment to the wrong company who I no longer have an account with through BILL PAY at golden one. Golden one gave me the tracker ID for the payment and I phoned Consolidated communications for a REFUND of the ****** that was sent to them in error 12/13/24. I have have not had services with Consolidated Communications for years.This was a payment made in error by me HOWEVER the payment was in error and my funds should be returned.I made a phone call to Consolidated Communicatsions early January when I received a late notice from Consolidated Utilities/Sacramento Utilities who should have received the payment. I spoke to several people finally landing a call with *** who said since I did not have an active account with ******************** he needed my tracking # which I provided to them. He said I should hear by email in roughly a week which it has now been 2 weeks and no response. He seemed to think I would get the check in the mail from Consolidated Communications for the ****** payment made in error to me.

  Business Response

  Date: 01/28/2025

  We have spoken with the customer on 1/21 through email **********************. The customer was advised that a Refund check was issued to her for $377.99.  We are now waiting for confirmation from our **************** if that check has beenmailed and or cashed. 

  Business Response

  Date: 01/29/2025

  We have confirmed that the refund check was mailed on 1/16. We emailed the customer on 1/28 to inquire if they have received it. No response back from her. 

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/18/2025

  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 received a letter from Consolidated Communications this week claiming that I have an unpaid balance and they plan to disconnect my service. I have paid my bill in full and on time, and do not know where this charge came from. I have tried on several occasions to contact the company, but they do not recognize me as a customer. I have no method of contacting this company. Consolidated is aware of this and has made no effort to fix it. Each time they make a mistake I spend hours trying to contact them, and ultimately file a report with the BBB. I wish for the fee to be removed, and I would appreciate if they contact me. If a method were devised where I could call the customer support line associated with the account that I pay every month it would be a relief.

  Business Response

  Date: 01/29/2025

  It seems customer has paid late for a few months. The October bill he owed $60.75 but paid only $50 so left a $10 balance. The November bill customer owed $68.67 due dec 26 but they didn't pay until January 5 ( paid $100). The December bill due January 24 has a remaining balance of $26.59. 

   

  We have made several attempts to contact the customer and go over these balances. They are not answering or returning our calls. 

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  They told us if we paid our past due that they would turn our service back on. In this same phone conversation we paid the past due only to be told afterwards that they would not be turning our service back on. Lying is poor customer service. The service is very poor and not worth what we pay. The customer service is even worse. Terrible to tell people one thing and then say the opposite after receiving a payment.

  Business Response

  Date: 01/20/2025

  The customers Dec 2024 Statement was a total of $203.43. Of this, $114.03 was past due charges. The customer was sent a disconnect notice dated Dec 19th for this amount. Services were disconnected on Jan 17th for non payment. After the disconnect, the Jan 2025 Billing statement has generated. Of the Previous Charges of $203.43, a payment of $49.03 was made and an adjustment for $95.95 was issued. Leaving a balance of $58.45 past due. New charges of $10.00. Total Bill due is $68.45. This is the total amount due in order to turn service back on. Additional late fees may occur if not paid. 

• Initial Complaint

  Date:01/17/2025

  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.

  We are a small business in *******. On Nov 3 we received the phone bill and sent a payment on in the amount of $536.66 for the invoiced amount, there was no past due charges. A new bill arrived 12/3 that did not reflect the payment already made, also there was erroneous charges on this new bill. We called Consolidated ****************** and spoke to *** on 12/12 and then ****** on 12/16 about the adjustments needed and also wanted to reduce our service by one line. Meanwhile, we received a notice for disconnection on 12/13 for an amount of $153.58. We noted that the payment sent on 12/4 was processed on 12/11? No one ever got back to us about the adjustment/and or one line to be deleted, so we called again on 12/23 and spoke to **** She finally applied the order for the line that we wanted deleted and work on the adjustment for charges that were erroneous. We were to wait for an update but never received one. At no time were we made aware in all these correspondances that the past due payments would be applied to new billing and we could be disconnected. We never recieved any notice in the January bill dated 1/3 that we would be disconnected-On Jan 3rd invoice it said there was a past due charge of $529.16 and current charges of $503.24. On 1/13 we sent a payment out in the amount of $449.35. On 1/14, out of the bule-Consolidated Communications disconnected ALL our phone lines! We spoke to ***** and immdiately made a the past due payment that she told us to pay-$529.16. We waited on the line with her she confirmed +said we would be back up and running asap. Service not restrored, we called again on the 1/15,****** explained that the payments were not fully applied to the past due and they deleted my entire service and said we would need to get a whole new type of service that is far inferior to the unlimited long distance plan we had. We paid the amount that wasn't due until 31st, $503.24 with her. 1/ 17 "new" service is still not functioning!

  Business Response

  Date: 01/28/2025

  Here is the breakdown of the charges and payments..
  
  BILL DATE    BALANCE          PAYMENT      NEW CHARGES        ADJUSTMENT/CREDITS         NEW BALANCE
  9/3/2024         -$9.80                 $0.00                 $529.52                                                                        $519.72
  10/3/2024       $519.72              $0.00                  $531.90                                                                     $1,051.62
  11/3/2024       $1,051.62        $1,051.62               $536.66                                                                      $536.66
  12/3/2024       $536.66               $0.00                 $575.55                                                                      $1,112.21
  1/3/2025         $1,112.21          $536.66               $503.24                                $46.39                            $1,032.40
  
  
  The November 3rd bill reflects two of these payments that were received for the September 3rd and October 3rd bills respectively. 
  
  Therefore, the December and November bills went unpaid. 
  
  As a result, two collection notices were sent
  Collection Notice #1 dated 12-06-24 stating the customer needed to pay $536.66 before 12/21/24 to avoid disconnection.
  Collection Notice #2 dated 12-13-24 stating the customer needed to pay $153.38 before 12/28/24 to avoid disconnection
  
  CCI received the third payment in the amount of $536.66 on 12/11 but no additional payments were received per the 01-03-24 bill.  As a result, the customer was disconnected on 12/30/24 per the 12/13/24 Collection Notice.    

   

   

• Initial Complaint

  Date:01/07/2025

  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.

  I contacted Consolidated Communications on 01/07/25 as well as in Dec and Nov 2024. I spoke with 5 people and was told 5 different scenarios. I even called Collections which a customer service representative suggested I do. Collections sent my 2024 bills which I can obtain on the customer portal and I repeated twice I needed the bills for 2023. I would like a written copy of the order I placed in November 2023. I was told in October and November 2024 this was a 2 year contract bundled service and that there would be a cancellation fee of both the phone and the internet separately. 1/06/25 I was told by one customer service I did not have a bundled service and I did have a contract for internet. I need a written copy of what I am liable for inorder to make an informed decision.

  Business Response

  Date: 01/10/2025

  We spoke with the customer on 1/7 and reviewed her billing with her. The customer was advised that she is no longer under any contractual terms on her account since October 2024 and that no Early Termination Fees would apply on her account unless she entered into a new agreement. The customer wanted he agreement in writing, we advised that our terms of service are not done on written or signed agreements and emphasized that she is no longer under any agreement with us. 

   

      **** M. ****** | Supervisor | Consumer Service Resolution Center
      D: ************ | C: ************
      ****************************************************************   
      ************************ |***************

  Customer Answer

  Date: 01/21/2025

  I did not receive anything in writing that confirms or denies a cancellation fee.  I did not receive anything in writing that explains order made over the phone.  I was contacted by the head office and was told they do not give written specifics of orders and I would not be able to go back more than a year to see my bill where contracts are identified.  They did tell me they waved a cancellation fee when I changed my phone service.  They did tell they would not give me that in writing.  

• Initial Complaint

  Date:01/03/2025

  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.

  I was complete disconnected from internet with out warning and I called immediately and paid my bill because I didn't receive a bill in the mail I had forgotten to pay it and then they told me they hadn't just shut it off they complete disconnected it and would need to send a tech out to have it turned back on after the third time the reschedule I called and asked what was up and got to there was nothing they could do and they don't have a date they can reconnect me I said that ***** reasonably upset because I didn't get a phone call or mail or anything warning me or else I would have paid it right then and when I asked the number they had on file they told me the wrong one and proceed to claim they were on the wrong account which doesn't make since they could tell me all my other information before that and not almost three months after those calls they send me another bill for another ****** and now they are tell me everyone is being used to do the fedium network so I as a customer are not important even though that service isn't out my way at all and I'm very frustrated about being dicked around

  Business Response

  Date: 01/07/2025

  An order for new service was issued with a due date of 12/10. The order has been escalated and as of today, the customers service is now installed and working. We have spoken with the customer, and they confirm that the service is working. We issued an adjustment on the account for any Early termination fees applied to the former account. 

• Initial Complaint

  Date:01/02/2025

  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.

  On November 28th, a storm came through our area (******), on November 29th, I called to report that their phone line was down across my driveway. We could still drive under it but anything bigger than a pick up truck wouldn't be able to make it into my driveway. December 2nd, they sent someone out to look at it & that is all they did. Stood in the road & looked at it then left. We had another storm come through bringing the line down even further, I again called them & let them know. We had another storm that brought 8" of snow, I needed to be plowed out but the plow truck couldn't access my driveway without having to lift the line above the truck. A truck came to my house with a trailer that snagged the ********* came down below shoulder height. I have called EVERY day since asking that they fix this as it is a safety hazard & shouldn't be something that I have to fix. Now, when I call, I'm placed on hold for HOURS then when I do speak to someone I'm told that someone will be out that day by 7pm. NOBODY HAS SHOWN UP, I have tried contacting "local *************** are all disconnected or vacant numbers. I really wanted this fixed by Christmas so I wouldn't have to stand outside & allow access by using a stick to raise the line high enough & all I got was, "Sorry ma'am, I understand your frustration over this issue but due to the holiday, there are no techs available until 12/30." Here it is January 2nd & finally someone showed up to fix the line, I received a message an hour after they arrived & after being on hold/ignored for hours today. This SAFTEY issue shouldn't have been given a date a month after it was reported, it shouldn't have needed an appointment, it should have been addressed December 2nd when they "looked" at the line. I'm glad that I didn't need EMS at my residence for anything because they wouldn't have been able to access.

  Business Response

  Date: 01/07/2025

  A ticket was opened on December 20th for the downed line. A tech dispatched on January 2nd 2025 and repaired the issue.  We contacted the customer on January 3rd and issued them an adjustment of $76.27. The customer was satisficed 

• Initial Complaint

  Date:12/30/2024

  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.

  The dsl lines to our house from which we received internet are old and deteriorating. We often have periods of time that the internet does not work. Last year there was an issue with mice in a box of an outside line that it took a month to solve. Most recently we have been without internet for 6 weeks. We keep being strung along and told service will improve when fidium is installed. We have signed up for the service, and our neighbor a quarter of a mile down the road has it, yet we do not yet. When I called two weeks ago regarding a technician appointment and to ask when fidium may be installed, customer service said they have no way of knowing and advised that I be patient. We were scheduled to have a technician come to our house today (Dec 30) to fix the internet, we stayed home all day for it, we called at 1pm to make sure the tech was still coming and were assured yes. When we called back at 4:30 we were told the appointment had been moved Jan 2. It is very frustrating and lengthy (long holds) trying to talk to customer service on the phone and being transferred to different departments. Though it feels like consolidated is our only option, fortunately satellite internet is available to us. If our internet is not solved by January 2nd we will try that company instead, because trying to deal with Consilidated- many missed technician appointments and poor infrastructure- has been extremely frustrating. Weve tried to be patient and are at the end of our rope.

  Business Response

  Date: 01/07/2025

  Ticket was created on 12/8. Tech was dispatched out on 12/19, replaced the Modem, and repaired the loop on the buried service wire. On 12/20, the service went out again. A new Ticket was created. On 1/2 a tech dispatched out and completed the job on 1/3. We spoke with the customer on 1/6 and confirmed that the service is up and running. We have provided a months credit on the account. 

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied enough with this resolution. 
  

  Disappointed that they are not taking responsibility for having an appointment scheduled 12/30, we were reassured that day by phone a tech would be there, and it was rescheduled to the 2nd, which we only found out about after a long hold time on the phone.  The months refund makes sense; as we did not have service for that time (including end of Nov which may have been a separate ticket).  We spent literally hours on the phone being bounced to different departments; the phone customer service is extremely frustrating.  I wish they did not have a monopoly for this service where we live. 
   
  Sincerely,
  
  *** ********