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:09/10/2024

  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.

  Hello,In late June, we began transitioning from Segra to a secondary role,mainly related to slow response times and lack of urgency. Over the years, weve documented multiple service outages and delayed responses from ************************* mid-June, we decided to bring in another ISP, keeping Segra as a backup. Segra assigned an engineer to assist with the transition, who worked with our new ISPs engineer to exchange firewall rules and configure the setup.On June 6th and 7th, during the final stages of the cutover, we encountered issues and requested clarification from Segra. Manager **** *********** became involved and responded combatively, stating Segra would not assist in working with another ISP. He threatened to, and eventually did, shut off our services during production, justifying his actions by saying Segra wouldnt assist if we were moving away from their services. He escalated the issue to our Account Manager.I then contacted ***** *****, who was unaware of the situation.However, on June 19th, we still faced issues with Segra's settings. Internal subnets needed for the transition had not been released. Account Manager ***** ******** then stated Segra would not assist further and offered to disconnect our services without helping complete the transition. This forced us to fully drop Segra.Holding a client hostage this way is unethical and possibly illegal. I have documented emails supporting all of this. While I believe these actions stem from misguided employees rather than Segra as a whole, I cannot let this happen to anyone else. Segra initiated the firewall changes, but refusing to undo them was unacceptable.Segras actions not only caused operational downtime but also forced us to spend additional resources to resolve issues they created. We request a refund for services since May 2024 due to these failures and the disruption they caused to our business operations. These actions were not aligned with proper customer service standards.

  Business Response

  Date: 10/02/2024

  Please see attached response.  Thank you!

• Initial Complaint

  Date:10/11/2023

  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 am filing this complaint on behalf of my mom who speaks limited English. Our May invoice was sent via email on 5/21/2023 and it was showing we had a credit amount of $204.89. I sent an email to ************************* in that afternoon, but received the automated delivery failure email. I called Segra customer service and asked why our account received the credit. The rep could not answer and said the credit was just applied to our credit and the due amount will be deducted automatically from the credit. We still didnt understand, but since the agent could not explain the reason and advised us there is no issue, I ended the call. The monthly due continued to be applied and 3 month after on August 20, we received the new invoice saying we owe them $295.88. I immediately contacted them, but agent kept apologizing and saying this is a billing error and we owe them for that amount. I demanded the explanation why we were informed there was a credit but then after 3 months passed we suddenly received the new information showing our account balance is literally the combined amount of that monthly payment plus 3 month worth payment. Segra has never sent us any letters regarding our account or billing error. The agent kept asking to pay the amount and I refused because its affecting our business how they are the one who made a mistake and tell us to pay $295.88 which is about 4 months worth payments. The agent offered us to pay the amount after dividing the number by 4 and I said I will try. I asked her to send a letter about Segra admitting the billing error occurred. We never received any letters any near dates, but there was a new letter arrived a couple days ago stating our account is past due. What? Segra is the one who made a billing error, failed to notify customers and requested to make a payment within 4 months. How is our account showing we have past due now? Their service is unacceptable and my family is absolutely disgusted by their poor quality of service.

  Business Response

  Date: 10/17/2023

  Segra values its relationships with our customers. We have contacted the customer, provided the customer a credit, and resolved their complaint.  We apologize for any misunderstandings that *** have occurred. 

  Thank you

   

  Customer Answer

  Date: 10/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.