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Business Profile

Internet Services

Co-Mo Connect

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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've had ongoing billing discrepancies since last summer. They didn't put in our ACP credits like they were supposed to. Had to call multiple times on multiple occasions to get it sorted out and it has never been sorted out. Now they have had our internet service disconnected, but are still charging us more, even tho we don't have that service anymore. The reason we don't have that service is because we never got the ACP credits monthly like we were supposed to due to CoMo's negligence. Bills up to like $340 something now, they are still charging (robbing) us, and we've had a different service provider for over a month now. **********

    Business Response

    Date: 05/26/2023

    ****,

    Thank you for bringing your concern to our attention. At Co-Mo Connect, we take all complaints seriously and strive to provide top-notch customer service.

    However, we believe we have gone above and beyond to assist you with this matter and provide excellent customer service during this concern. The Affordable Connectivity Program (ACP) has many processes and regulations. We feel that we have done everything in our power to help you understand and comply with the regulations. However, during the time you mentioned in your complaint there were instances where a lack of information provided by you or actions taken by you affected the application of your benefits to your bill.

    We understand that you applied to us for ACP benefits on Sept. 22, 2022. However, your submitted form lacked the information needed to process your application. Therefore, we requested this information from you and received it from you on Nov. 30, 2022.

    When we received this information, we promptly submitted your application for approval on Dec. 2, 2022. Still, the Universal Service Administrative Company (USAC) indicated that you already had ACP benefits with another provider, something that you did not indicate to us, and additional paperwork was required to process the transfer of benefits.

    When we notified you of the lack of information on Dec. 2, you promptly gave us the proper paperwork to transfer the benefits. As a result, we received approval from the USAC on Dec. 5, 2022. We enrolled you for ACP benefits for December with a $30 credit to your account. You continued to receive this benefit through February 2023.

    In March 2023, we received notice from USAC that you had transferred your ACP benefit to another subscriber as of Jan. 6, 2023. As a result, you were no longer eligible to receive an ACP benefit. As a result, we removed your ACP benefit credit since you were no longer eligible due to the transfer starting in February 2023. We then backdated a debit to your account of $30 so you would pay the amount you owed due to the lost ACP eligibility in February 2023. During this time, you did not contact us to correct the matter, and your bills continued without the ACP credit until May 17, 2023, when you were disconnected for non-payment.

    Thank you again for bringing your concern to our attention. Please do not hesitate to contact us if you have any further questions, concerns or would like to provide additional feedback.

    Sincerely,

     

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

Co-Mo Connect is NOT a BBB Accredited Business.

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