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:11/30/2022

  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 have a fiber internet connection that is managed by Brightspeed (https://www.brightspeed.com/). They have awarded me two rewards cards, each for $100, for not showing up for multiple scheduled technician visits. The cards were granted on 10/12/2022 and 10/17/2022. I was provided an email with the reward ids but nothing else. I have called multiple times and they acknowledge I should have reward cards but nothing else. I have called multiple times and nothing has been resolved. I was told it would take 4-6 weeks before they would be available and we have exceeded that time frame. Their support is unable to help me in any way. I have an email from them with the original details.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  ******************* will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/30/2022

   
  I am rejecting this response because: I accept they are looking into the issue but I do not consider this issue resolved until delivery of the reward cards I was awarded. 
  
  

  Customer Answer

  Date: 12/06/2022

   
  I am rejecting this response because:I need to re-open my original complaint, #********. Brightspeed has done nothing on their end to resolve this issue. I am still waiting to hear about the owed reward cards. I received a vague email that they have escalated to their rewards department and would receive an email in ***** hours. It has been four days so i called an no one was able to tell what is going on. Nearly two hours on the phone and redirected four times and no has clue and even went as far to tell me they do not have a rewards department at one point which makes me question if they are even telling the truth.
  
  

  Business Response

  Date: 12/30/2022

  Brightspeed appreciates the opportunity to review the issues or concerns about the complaint submitted by ***********************. In the complaint, *********************** contacted Brightspeed about two reward cards for $100 due to missed technician visits.

  Brightspeed regrets any issues with ************************ services. Brightspeed records indicate that *************************** service was impacted by an outage and placed in a common pattern outage. Brightspeed could not supply a specific restoration time, which Brightspeed advised *********************** one or more times when he contacted Brightspeed. Brightspeed records indicate that *********************** initiated a $100 reward card request and requested that Brightspeed supply another reward card for $100 when he interacted with Brightspeed on October 17, 2022.

  Effective June 30, 2022, reward cards ($25/$100 Missed Appt and $25/$100 Extended Due Date) would no longer be available for Quantum Fiber customers' existing in the conveyed states to Brightspeed.

  Brightspeed acknowledges the customers' concerns and apologizes for any issues or inconveniences *********************** may have experienced.

   

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

• Initial Complaint

  Date:11/30/2022

  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.

  We cancelled our internet service with Brightspeed on 10/31/2022. It has been verified that the account has been closed however we continue to get charged due to an auto payment that we are unable to delete. We have contacted Brightspeed multiple times and they tell us that the account is cancelled and there is no payment needed and we are no longer getting charged. We have tried a customer advocacy email and they no longer respond to my email after I provided all the documentation that they requested. I log into our online portal and it shows that there are no services but also shows auto payments scheduled to continue to be charged. We have credit card statements verifying the charges as well as emails and reference numbers on our bills that were paid after the account was closed. They continue to deny that we are being charged. They also told me a different account number associated with the service address that does not match the one that we have when we set up the account which is the same account number that is on my online account. Again they verify that ALL accounts are inactive. Brightspeed tells me I have to contact Centurylink but centurylink says I have to talk to Brightspeed. It is pretty much impossible to talk to someone from centurylink since the automated system says our account is now being serviced by brightspeed. The merger of these companies has made a mess for us. We want our credit card removed from the automatic payment and refund for the charges that we paid after our cancellation. I have spent hours upon hours trying to get this resolved.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  ************************* will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 12/02/2022

   
  I am rejecting this response because:
  They have not resolved my issue. I continue to be charged and show automatic payments for an account that is inactive. 

• Initial Complaint

  Date:11/30/2022

  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 own a condo in ******* ** that was recently destroyed in Hurricane **** I contacted CenturyLink on Oct 2, 2022, after trying for days to reach them, to cancel my land line. I was told I would have to wait until the end of the billing cycle, which would be Oct 16, thereby being charged for over two weeks with no service. Unfortunately I had a credit with them, having inadvertently overpaid some months earlier. I waited until two weeks after the billing date, to try to reach them again. On 11/22 I was told the check for $109.12 had gone out and to call back the next day in case it had arrived. Of course it hadn't, so I called again today (11/23) as instructed and was now told the check had NOT gone out, but they would apply for it now, and I would have to wait another 30 business days to get it. That puts it at the first week in January, a full three months since I cancelled the service. I asked to speak to a supervisor and was told that was not possible. I'm not even going into how many times I dialed their customer service number and was told my zip code was wrong and to try again, with no way to reach a person. I want my refund now, not three months late. As trivial as the amount is, I am facing huge bills to rebuild the condo and would appreciate everything that is owed me.The Century Link account number is *********.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  ************************* will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/30/2022

   
  I am rejecting this response because:while it is a start, it is not sufficient for me to accept and then you to close the complaint as having  been satisfied.  I need to know what they are going to do before I am satisfied.  
  
  

  Business Response

  Date: 12/05/2022

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 12/30/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/30/2022

  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.

  CenturyLink has changed to Lumen and then to Brightspeed during the past months. Currently it is Bright speed.On June 17, 2022 we disconnected our phone service. We spoke with ******* who said the overpayment would be credited to our account on the next billing cycle. (On July 6th our account was debited for service dates June 13 thru July 12. So we only used the service for four days of that billing cycle.) On August 5, 2022 our account was again debited $15.79 as a disconnect fee. On October 7, 2022 we spoke with ***** who looked at our file and determined that we should receive a refund of $79.87. He said to give it a couple of weeks. This call lasted 17 minutes. On November 21, 2022 we spoke with *******. She checked the notes showing we had called like we said. We explained again why we were calling and asked to speak with a supervisor after being on hold for quite some time. She said she was waiting on one, but one never joined the call. She then said that we had not been disconnected until July 12, so we would not get a refund! I said, No, you and I both know we were disconnected right away and we did not have service until July 12! In all we were on the phone for 24 minutes. All we want is the $79.87 to be credited to our account or they can mail a check. Either is fine with us. I realize they have changed ownership several times, but right is right. We should not have to pay for services we did not receive.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  *********************** will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:11/30/2022

  Type:Order 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 had a contract with CenturyLink that was locked in to a price of $45 a month. When Brightspeed bought them out, they increased the price to $171.00. We were supposed to be locked in until we die or move out of the service area. I cannot reach any one. When I call they only give you two options: I just need to talk to a real person.

  Business Response

  Date: 11/30/2022

  Good morning,
  
  *************************** will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:11/29/2022

  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 have been without internet services since last Monday (over a week now). When I call now, all I get a recorded message. I can't work from home. I never had any trouble before, when CenturyLink had the internet service in my area. Brightspeed bought them out. Trouble ever since. I have not seen any repair trucks in my area. I can't even leave message, or talk to anyone at the company.

  Business Response

  Date: 11/29/2022

  Good afternoon,
  
  
  *********************** will be the Case Manager assigned for research and resolution.
  
  
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:11/29/2022

  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.

  Bright Speed bought Century Link. I called on November 1st to get WIFI hooked up to our home. They said not a problem they would come November 7th. Nobody showed up so I called and they said someone would come 5 pm- 7 pm that evening. Nobody showed up so I called the next day and they were not helpful. They had to close and recreate my account and then said they would come November 28th. I called that morning to confirm because I have to take off work each time and they said yes, someone would come. They did not come. I called and they again cancelled and recreated my account. They have done this three times and each time they run my credit and it has damaged my credit score. I was told they would come December 15th. They have the worst and rudest customer service I have ever experienced. I do not have another option for this service or else I would take my business somewhere else.

  Business Response

  Date: 11/29/2022

  Good afternoon,
  
  
  *************************** will be the Case Manager assigned for research and resolution.
  
  
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, they didnt apologize at all or even say anything other than someone will handle it can I still leave a bad review? I have to use them and they now it and so they obviously dont care.
  

• Initial Complaint

  Date:11/29/2022

  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.

  On January 3 2022, I accidentally overpaid the account bill of $65.00 with payment of my mortgage $1,351.39. Since January, I have tried numerous times to receive reimbursement for this high sum "credit" to my CenturyLink account (now Brightspeed). Without success. In June 2022, I sold my home and no longer needed internet service, so I cancelled service as of June 30, 2022 with a credit of $961.39 on my account. I have called customer service many times in an effort to be reimbursed (August, September, November passed without credit reimbursement). On 11/29, I called ************ and learned that the company now requires Proof of Payment (final) from my bank account per a note on my century link account on 10/24 - but no one communicated this to me, the customer, so how could I comply with the requirement? Additionally, because the account has been paid in full since January 2022, any proof of payment has been in the form of "credits" since February 2022 and is fully documented by Century Link themselves within the billing account, so this company has proof of the final payment because it was a credit! I find this ordeal complete nonsense and bad business practice. Yes, it was my error in over payment, but i have tried diligently to correct this error for almost a year. I am owed $961.39 and I would like this credit immediately. I have uploaded my bank statement that shows over payment in January 2022. I was told to email this statement as "proof of payment" to ************************************ or fax it to ************. (I am not convinced this email address is correct because the company is brightspeed, not brighspeed (no T), but that is what I was told after confirming many times with customer support. I will email both options in an effort to receive payment. I do not have a method to fax. I don't know what other options I have, my credit of $961.39 is being held hostage. I appreciate your assistance to resolve. Thank you in advance.

  Business Response

  Date: 12/05/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/28/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution, so far, is satisfactory to me.  I have provided Brightspeed, ***************************, with my address so that Brightspeed Finance can process and forward the refund due. 

  
  Thank you, 

  *******

• Initial Complaint

  Date:11/29/2022

  Type:Order 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 just need a service call. Ive tried calling, texting, chatting etc, our service hasnt worked since centurylink was bought out and we had a tech come out and repaired visual cable that needed repaired. We are still having intermittent issues and he said if that were the case, he may need to check cabling inside the home, wed like the tech to do this but because our service is working when we troubleshoot they refuse to send out a tech. The first tech call was simple quick and this time has been literally h*** I just need a service call to get the Service that I pay for.

  Business Response

  Date: 12/01/2022

  Good afternoon,
  
  ********************* will be the Case Manager assigned to this issue with 12/28/22 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:11/28/2022

  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.

  Brightspeed took over my internet from Century Link. For an entire month, deslite paying two months bill, my internet is incredibly spotty. It barely works. I have spent hours on the phone and contacted them via ********* I have been told everything from I have too many devices connected, to my modem isn't working (and have been promised a new modem despite my delivery date coming and no modem arriving). I was also told via social media that they couldn't help me because my account is set up on auto pay. It seems like no department talks to each other here. They verified that I paid, but offered no further assistance.

  Business Response

  Date: 11/28/2022

  Good afternoon,
  
  ************************* will be the Case Manager assigned for research and resolution.
  
  Thank you,
  
  ************;******
  Case Manager
  Customer Advocacy Group
  ******************