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:06/30/2023

  Type:Product 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 set up an account with ******************** for my two children. I set up their chores linked to weekly allowance. I deposited $500 dollars and began using the application. At approximately 1 month in Greenlight suspended service. I called their support number and the gentleman simply said the reviewed my account and terminated my service. He said he couldnt give me more information andrefused to transfer me to a supervisor (I have this conversation (about 20 min in duration) recorded. He did say I would receive a refund by June 6. I have not!! I checked my e-mail and had a message from Greenlight sayin my usage was not compliant with their terms and that I did not qualify for a refund of my $500 or monthly fees. I reviewed terms and cant find any reason Id be non-compliant. Contacted their support line, demanded an explanation and have not received one. Subsequently, They asked 2x for proof of identification. I sent copy of drivers license and utility bill as requested and have not heard from them since despite further demands from me for an explanation and return of my $$. Ive seen numerous other complaints with the BBB and other sources describing similar experiences. It is unimaginable to me that they can collect your money, then terminate your service, keep your money and then simply state that their review team made the decision, theres no escalation process and NO ONE from Greenlight will offer to explain why. Im hopeful the BBB can help. Im also interested in filing a class action lawsuit for /with others who may have similar experience. The Greenlight concept is great. Their business processes, practices and leadership are corrupt. At this point I just want my money back, both what I deposited and the ~2 months of service I paid for. Happy to provide BBB with a copy of the voice recording with the Greenlight support resource I spoke to who said my money would be refunded but its more than your limit of 5 mb

  Business Response

  Date: 07/02/2023

  The complaint appears to be directed to Greenlight ********* Services, however it was filed under our name, Greenlight Community Broadband. Greenlight Community Broadband provides fiber-to-the-home internet, voice and video services exclusively inside Wilson County, **************. If I need to provide more information to have this complaint redirected please let me know.

  Thank you.

  Customer Answer

  Date: 07/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are correct that I accidentally filed the claim against the wrong business.  
  

  I meant to file the claim against Greenlight Financial Services
  
  Sincerely,
  
  *********************************