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:03/22/2024

  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 was contacted by *******(lady) that my bill is due, on Thursday 3/21/24. I explained that I would be getting paid on Friday, less than 24 hrs. She said she would have to disconnect my service. I asked ok and when I call back to pay would I be prorated the disconnect days since I'm being billed for 3 months when it's just been 2 months and 21 days. ******* replied with well we can negotiate when you pay. I said we can talk about it now since you are disconnecting me. She called it a soft disconnect and I said a soft would mean I went from 5gs to 2gs because I would still have service. I've been disconnected before and never thought about u til now , so I don't know how much they really owe me for non service time. My account number is **********

  Business Response

  Date: 03/22/2024

  Mr. *********** account with ********************** reached delinquent status, most recently, in November of 2023. To date his account remains delinquent for two bill cycles. Mr. ********** last made a partial payment in January and has since failed to fulfill their financial obligations as outlined in our agreement. Despite being provided grace to resolve the outstanding balance, Mr. ********** has not taken steps to address the balance.We made courtesy calls to reconcile the delinquent balance on February 26th and March 21st . We advised the customer payment is required or services will be interrupted until hes able to pay the delinquent balance. We will provide credits for any service interruptions, once the delinquent balance is satisfied.
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21468905
  
  I am rejecting this response because:

  As you can see attached file, I clearly made a payment in 2024. Makes me think either they are lying on purpose or their system is broken because once again you can see they emailed me with a payment confirmation. With that said I would like a full refund on my account or we will have to settle it in court. Because all your calls are harassment calls because I've made more recent payments. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 03/26/2024

  We acknowledged the payment made in January; it did not satisfy the balance at that time. Since then, the account has generated 2 additional months of service charges and no additional payments have been received. The courtesy call on the 21st of this month was an attempt to resolve the outstanding balance, prior to service interruption. To date no additional payments have been made on the account. We will issue service credits for days without service to the current charges, once the delinquent balance is satisfied.

• Initial Complaint

  Date:08/14/2023

  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.

  On July 14 2022 I opened an account with ********************** for a monthly amount of $84.95. On June 30, 2023 I called to close my account since I was moving out of the area. I was told I would only have to pay a prorated amount for 14 days of service within June. I ended up being charged the full amount. I called and asked for a refund and they said it would be sent in the mail through check. I never received it so called again 2 weeks later. I spoke to a man who ended up telling me that I actually owe an amount even though Ive always paid my bill through direct deposit and was never late. I ended up being charged in July also when my account was already cancelled so he told me Id only be refunded for July and to wait 10 business days. I waited and never received anything. I called back and spoke to ***** who said I would be refunded for July and for the prorated amount in June. She said I didnt owe anything and to wait 10 business days to receive my refund of a total of $127.43. 10 business days has gone by again and I still havent received my refund. My account number is **********.

  Business Response

  Date: 08/21/2023

  We processed her emailed requested for disconnection on 6/19/23; requested disconnection date 6/30/23. The sub had autopay set (pulled 7/11/23) and the equipment was confirmed returned on 7/12/23. There was a request for 11 days credit that ****** was waiting to be applied prior to processing the refund (noted 8/14/23) which is the customers assumption for prorates due; not credit owed due to interruption. Pending refund is $42.48 (1/2 of monthly rate since she only had service of the billing period). Since sub was set up on ACH auto pay, ****** is waiting for Bobs return to process a paper check and get it signed and mail to the customer.

  *** (me) was on vacation from 7/29 to 8/18 and I am the check signatory.   A check was issued and sent on 8/18 when I returned.
  

  Business Response

  Date: 08/30/2023

  Be advised that customer was sent their refund of $42.48 on 8/18.  On 8/28 we received notification that customer placed an "Authorization Revoked by Customer" order with their bank on their 7/11/2 payment.  As a refund was sent, unless customer does not cash the refund, their account now has a balance owed of $42.47.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20459970
  
  I am rejecting this response because:
  I started my payments in July 2022 and paid for the services ahead of time. Therefore when I make a payment each month on the 11th I am paying for the time ahead. For example when I paid July 2022, I was paying for my internet to be active July 11- June 11. The refund owed in the amount of $42 was for June 30 - July 11. Then on July 11 there was an auto payment taken again. Which covers July 11, 2023- August 11, 2023. I should not have been charged on July 11 so I contacted my bank about it. I do not owe any amount.

  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 10/17/2023

  They have charged me for a month that I had already cancelled my account. They charged me on July 11, 2023 when my account was already closed with them. they did not want to refund me that amount so I had to dispute it with my bank. They are then recharging me the amount of $84.95 for July 11, 2023 and are charging me a prorated amount of $42.47 for June 30-July 11. They are requesting that I repay the total amount of $127.43.

• Initial Complaint

  Date:04/17/2023

  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.

  On February 3, 2023 I purchased internet service from Yondoo and have yet to have the installation completed. The cable servicing my home has lain on my yard since the date of primary setup. No effort by the staff of Yondoo, Bowling Green MO has been made to contact me for a date, whether that be an approximation of the underground service application or an actual date. This morning I called their office and was told I was being placed on a "Field Supervisors List" this had been told to me on a prior occasion weeks earlier, however the ground work employee came out at approximately 1240pm and set the conduit. Now I have been told, after my contacting them, by the way, with Zero communication forthcoming of Yondoo personnel. "They have no idea" when my installation will be completed, and were unwilling to provide any timeline or even a courtesy communication prior to the ever decreasing likelihood of finalizing this service

  Business Response

  Date: 04/18/2023

  This service was completed on 4/14/23.  We are reviewing internal procedures as to why the delay occurred and why the customer did not get contacted for either the delay or the completion.

  Customer Answer

  Date: 04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Timothy *****