Complaints

This profile includes complaints for WATCH Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WATCH Communications

  3225 W Elm St Lima, OH 45805-2520

  
• 

  Watch Communication of Indiana

  807 S IN-3 Rushville, IN 46173

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:08/11/2023

  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.

  The internet provider moved my receiver and cable in August 2022 and left the cable on the ground approximately 1/10 of a mile through my yard. I have called them in beginning in September 2022 continuing in March and April 2023 about getting it buried. Each time I was told they would contact me and they never have. Now it has been a year almost and I have the cable tied to trees and on electric fence posts so that I can mow. I just want my place to look nice and I think a year is enough time for them to take care of this.

  

  Business Response

  Date: 09/06/2023

  Attached is a copy of our response to **** *******. 

  

  Business Response

  Date: 09/06/2023

  [BBB Transcription via Attachment]

  Dear **** *******,
  We would like to extend our most sincere apologies for the inconvenience you have
  experienced due to the unburied cable on your property. We understand your frustration, and
  we greatly appreciate your patience as we work to address this matter.
  Regrettably, we encountered unexpected challenges with the contractor we initially engaged
  for this project in your area. We have been diligently working to secure a new contractor to
  ensure the proper burial of the cable. I am pleased to inform you that on August 29, 2023, one
  of our technicians successfully buried the cable on your property, resolving the issue.
  We understand the importance of timely service and a well-maintained property, and we
  deeply regret any delay in achieving this for you. Your satisfaction is of utmost importance to
  us.
  If you have any further questions, concerns, or if there is anything else we can assist you with,
  please do not hesitate to reach out to us. Your feedback is invaluable, and we are here to
  ensure your continued satisfaction.
  Thank you for bringing this matter to our attention, and we appreciate your understanding and
  patience throughout this process.
  Sincerely,
  ****** *******

  Customer Answer

  Date: 09/06/2023

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

• Initial Complaint

  Date:08/09/2023

  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.

  Started service in Nov 22. Had multiple issues and complaints. Spoke with customer service several times. Requested supervisor multiple times and was told would get a call back. Still no callbacks. Last request was in May. Still no call. Customer service has hung ip on me multiple times after waiting 2+ hours to even get someone on the line. If you have a “technical issue” you have to call a different number and wait 3+ hours. Typically little to no help provided. The one time I needed a service tech sent out it took over a month. Promise credits for outages but rarely provide them. My current outage started 7/29. Its now 8/9 and no resolution. I have waited on hold for someone multiple times a day to get updates because they wont call back. Talked to “operations manager” *** yesterday who promised a call back by 7am ET today. Its 10:33 and no call. I have been on hold since 7:30 trying to speak with someone. There are no other affordable unlimited options in my area. They seem to know it and provide poor service because of it.

  

  Business Response

  Date: 11/27/2023

  Dear Mr. ****, I appreciate your reaching out to us to express your concerns about our services. We have carefully reviewed your account and would like to provide you with a summary of our findings. On December 13, 2022, you contacted us to report a service disruption that was preventing you from connecting to the internet. Our technical support agent promptly assisted you by performing a reboot of your equipment, which successfully resolved the issue, and your internet service was restored. Subsequently, on February 1st, 2023, you contacted us again to report a service interruption. During this call, our technical support agent informed you of a pre-scheduled maintenance window that had been communicated to you via email on January 27, 2023. The service disruption was due to this maintenance, and your service was temporarily down. The maintenance was completed by 6 a.m. on February 2nd, and your service was fully restored. On May 25, 2023, you contacted us once more, reporting another service disruption. Our technical support agent determined that the issue was related to an outage, which was subsequently resolved on May 26, 2023, at around 11 a.m. when our maintenance team replaced equipment on your tower. After your conversation with our technical support agent on May 26, 2023, a reboot of your equipment was performed, and your connection was successfully restored. You contacted us again on May 29, 2023, reporting intermittent internet issues and the need to reboot your equipment multiple times a day. Although your service wasn't completely down, we created a service call scheduled for June 22, 2023. During this visit, our field technician adjusted and realigned your equipment to ensure a more stable signal. WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY 419-999-2824 The most recent series of calls revolved around an outage that persisted from July 29, 2023, to August 10, 2023. This extended outage was due to equipment malfunction, and, unfortunately, a replacement was delayed due to supply chain issues. The replacement equipment was received on August 9, 2023, and the issue was promptly resolved. In response to the challenges you've faced, we have taken the following actions: A credit of $39.99 was applied to your account on June 22, 2023, covering the period from May 28 to June 21. A credit of $22.00 was issued to your account on September 15, 2023, covering the period from July 29 to August 10. Furthermore, as a gesture of our commitment to your satisfaction, we will be offering a 50% discount on your bill for the next two billing cycles. We genuinely appreciate your patience and understanding during these service disruptions, and we are dedicated to delivering the high-quality service you deserve. If you have any further questions or concerns, please do not hesitate to reach out to us. Sincerely, ****** ******* 

• Initial Complaint

  Date:08/01/2023

  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.

  Since the beginning of 2023, we've have no consistent service. It just stops working completely or it runs at unusable speeds. Every single day. Techs have been to our house on multiple occasions with no improvement to our internet. Now, it's been out since 10 pm last night and my husband can't sign in to work. We receive no follow up to any of our service tickets. They are still charging us full price even though they say they are "submitting credits". My husband waited on hold for over 3 hours to be told that we just to reset our equipment each time it's out. That doesn't work and further more, I shouldn't have to do so just to receive the service I'm paying full price for. Since January 2023 I've not had stable connection and yet Since January I've been charged the same price. I want compensated for the lack of service I've had. And I don't want it in credits...I want my money back. Watch sold me a service that they have failed to provide. I also would appreciate at least some follow up on the issue from them.

  

  Business Response

  Date: 08/25/2023

  Attached is a copy of our response to complaint ID ********

  

  Business Response

  Date: 08/25/2023

  [BBB Transcription via Attachment]

  Dear ******** ***********,
  Thank you for reaching out to us regarding your service concerns. We have conducted a comprehensive
  review of your account and would like to share our findings with you.
  Upon investigation, we found that you had previously contacted our technical support department in
  January of this year regarding service-related issues. We promptly dispatched field technicians for each
  reported incident. Specifically, we received a call on January 3, and as a result, we scheduled a service
  call for January 5 during which the router was reset. Subsequently, on January 22, following your call, a
  service appointment was arranged for February 7. The technician identified a need to replace your
  router, and consequently, we scheduled a follow-up visit for February 15 to deliver and set up the new
  router at your location.
  A subsequent service report was received on May 21, leading to the scheduling of a technician visit on
  May 23. On this day, you reported intermittent service disruptions, and we promptly dispatched a
  technician who identified and replaced your outside equipment, effectively resolving the issue.
  In consideration of the inconvenience caused by these service interruptions, we have provided the
  following service credits:
  On January 10, a credit of $5.33 was applied, covering the period from January 1 to January 5.
  On January 31, a credit of $32.00 was applied, covering the period from January 19 to January 31.
  On February 17, a credit of $37.33 was applied, covering the period from February 1 to February 15.
  Regarding the issues in July, to maintaining optimal service quality necessitates periodic network
  upgrades. Unfortunately, following our recent upgrade, certain segments of our network experienced
  disruptions, leading to intermittent disconnections between your radio and the transmission tower. This
  required system reboots to restore connectivity. Our team collaborated closely with our vendors to
  expedite the resolution of this issue. We are pleased to inform you that on August 21, 2023, we
  WATCH Communications. *** ********* *** ***** *** **** *******, ** ************
  successfully deployed a patch that rectified the glitch. We sincerely apologize for any inconvenience this
  situation may have caused you. Your patronage is greatly valued, and we appreciate your understanding
  as we work to address this matter.
  We have issued a credit in the amount of $50.00, which will be duly reflected in your forthcoming billing
  statement, to compensate you for the time your service was disrupted.
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist
  you.
  Thank you for choosing our services.
  Sincerely,
  ******* *******
  Customer Service Supervisor
  E-Mail: ************************** | ************

• Initial Complaint

  Date:07/20/2023

  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.

  We paid for service from watch communications as options were limited in our rural area. For the first year or so, service was excellent. We added a phone line as we don’t have cell service and my son has epilepsy so in the instant we may need emergency help we had a phone line.
  In the last 6-8months service would be out for up to 12 hours at a time and then it started to go into days. With our service my phone could not place calls so I’d send emails reporting the outages asking for a tech. I never got any response. I have 20+ emails of this proof. When I was able to call, call wait times would range 45-238 minutes.
  I sent an email the beginning of June requesting to cancel service. It went unanswered as did all my previous attempts. With a new service provider I was able to call and request to cancel service. Even with all emails of service outages and request to cancel, they are still seeking payment for the last 2 months.

  

  Business Response

  Date: 08/14/2023

  A copy of our response has been attached. 

  

  Business Response

  Date: 08/14/2023

  [BBB Transcription via Attachment]

  Dear ***** ***********,
  We greatly appreciate you taking the time to bring your service concerns to our attention. Your
  feedback is invaluable to us, and we have conducted a thorough review of your account. We
  are committed to addressing your issues in a transparent manner and wish to share our
  findings with you.
  On June 28, 2023, we received email notifications from you regarding issues with your internet
  service. We understand the frustration that can arise from service disruptions, and we
  apologize for any inconvenience you have experienced. However, upon examining the content
  of these notifications, we did not identify a specific request for the disconnection of services at
  that time.
  Our records indicate that the initial request for disconnection of service was made on July 10,
  as supported by the screenshots you provided. Additionally, on July 11, you contacted our
  dedicated customer service team to reiterate your request for service discontinuation. This
  prompt action on your part allowed us to swiftly process your disconnection request and
  escalate your concerns to our management team for further evaluation.
  We would like to address the timeline for service disconnection in accordance with our terms of
  service. Generally, disconnection requests received during a billing cycle would result in service
  termination at the end of that month. Given that your request was submitted on July 10, a
  typical scenario would involve service ending on August 1. However, after a thorough review of
  your service history and the challenges you encountered, our management team decided to
  prorate your disconnection back to the initial date of June 28. This adjustment will naturally
  impact the billing cycle, and you can expect to receive a final billing statement around August
  18 to reflect these changes.
  WATCH Communications. *** ********* **. ***** *** **** *******, ** ***-***-****
  Your patience and understanding throughout this process are highly appreciated. We are
  dedicated to ensuring your concerns are addressed comprehensively and to your satisfaction.
  Should you have any further inquiries or require additional assistance, please feel free to reach
  out to us without hesitation.
  Thank you for allowing us the opportunity to rectify this situation and regain your confidence in
  our services.
  

  
  

• Initial Complaint

  Date:07/03/2023

  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.

  Last year between the months of September and November I was without internet. So far this year there have been multiple outages and once again as of July 12th I will be without usable internet for two months. The company they bought out in this area didn't have the speeds they have brought, but their reliability and consistency was exponentially greater than what Watch has provided. All I'm asking for is whats promised on a consistent basis. I haven't had to pay a bill for the months it is down but they aren't keeping up their end of the agreement.

  

  Business Response

  Date: 07/17/2023

  Attached is a copy of our response.

  

  Business Response

  Date: 07/17/2023

  [BBB Transcription via Attachment]

  Dear ***** ********,
  Thank you for reaching out to us regarding your concerns about our service. We have conducted a
  thorough review of your account and would like to provide you with an update on the matter.
  At our company, ensuring excellent customer service is our top priority. We are currently in the process
  of reviewing the tower to which you are connected in order to determine the necessary equipment
  upgrades. Our project management team is actively working on a proposal that will outline the required
  upgrades and the estimated timeframe for completing this project. Unfortunately, currently, we do not
  have specific details to share with you regarding the project.
  In our efforts to address your service needs while we work on the tower project in your area, we
  attempted to contact you by phone on July 11. We wanted to discuss an alternative service option
  available to you, namely Viasat satellite internet. We greatly value your patronage and sincerely
  appreciate your understanding as we work diligently to resolve this matter. If you have any further
  questions or concerns, please do not hesitate to reach out to us.
  Thank you for your continued support.
  Sincerely,
  ******* *******

• Initial Complaint

  Date:06/26/2023

  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.

  I have been waiting on a refund that they owe me of $173 and some odd cents they said that I should receive it 6 to 8 weeks after my last billing period which was April 18th every time I call I just keep getting the runaround

  

  Business Response

  Date: 06/29/2023

  Attached is our response.

  

  Business Response

  Date: 07/12/2023

  Dear ****** *****, Thank you for reaching out to us regarding your concerns about the refund. We appreciate your feedback, and we have thoroughly investigated the matter. Here are our findings: On March 6, 2023, you contacted our customer service team and requested the disconnection of your service. Taking into account the service issues you had experienced, we prorated your disconnect to February 7, which was the date you indicated the issues began. As a result, a refund of $86.85 was generated and reflected on your April billing statement. Regrettably, on April 17, 2023, an additional credit of $86.39 was mistakenly applied to your account for the same prorated period. This error caused another statement to be generated, displaying an incorrect refund balance of $173.24. We sincerely apologize for the confusion and inconvenience this may have caused. Rest assured, we have rectified our mistake, and the correct refund amount of $86.85 has been issued to you. Refunds are disbursed in the form of a check and are mailed to the physical address associated with your account. Typically, this process takes 6-8 weeks from the final billing run. The misapplied credit resulted in a delay in the refund reaching you. We deeply regret any inconvenience caused by this delay. Please note that your check will be mailed during the week of July 3rd. Once again, we apologize for any confusion or frustration this situation has caused. We greatly appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to contact our customer service team, and we will be more than happy to assist you. Thank you for bringing this matter to our attention. We value your business and strive to provide the best possible service to our customers.

• Initial Complaint

  Date:06/20/2023

  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.

  I HAD MY INTERNET SERVICE WITH WATCH COMMUNICATIONS FOR YEARS. ON OR AROUND 12/31/22 THEY CONTACTED ME STATING THAT I HAD TO UPGRADE EQUIPMENT AND WOULD HAVE BETTER SERVICE, BUT MY BILL WOULD INCREASE. I DID NOT HAVE A CHOICE SO I SAID OK. BACK IN MARCH WE DID NOT HAVE CONSISTENT SERVICE, AND THEN LOST SERVICE COMPLETELY. I WOULD CALL AND BE ON HOLD FOR 45 MINUTES EACH TIME. I WAS TOLD MY A TECH THAT THEY DID NOT KNOW WHY IT WAS NOT WORKING AND SOMEONE WOULD CALL ME THE NEXT DAY (WHICH WAS A SATURDAY AND HE ASSURED ME THEY WOULD). I NEVER RECEIVED A CALL. I CALLED THEM AGAIN (AGAIN WITH A LONG WAIT TIME) AND WAS TOLD THERE WAS INTERFERENCE AND DID NOT HAVE A SIGNAL ANY LONGER. WAS TOLD A SUPERVISIOR WOULD CALL ME BACK THAT EVENING. I NEVER RECEIVED A CALL. I THEN CALLED TO CANCEL MY SERIVCE SINCE I NO LONGER WAS RECEIVING INTERNET DUE TO "TREES" BEING IN THE WAY. I HAVE FOUGHT TO GET A REFUND, AND STILL DO NOT HAVE A REFUND CHECK. THEY ALSO WILL NOT GIVE ME A REFUND FOR THE TIME WE DID NOT HAVE SERVICE.
  I CALLED THEM TODAY AND THEY CLAIM A CHECK WAS MAILED OUT IN MAY AND COULD TAKE UP TO SIX WEEKS FOR ME TO RECEIVE.
  I JUST WANT THE MONEY I PAID TO THEM, AND DID NOT RECEIVE A SERVICE FROM THEM. I KEEP GETTING THE RUNAROUND WHENEVER I CALL AND GET EXUCSE AFTER EXCUSE. AND, HAVE NEVER BEEN ABLE TO ACTUALLY SPEAK TO A SUPERVIOR TO HANDLE THIS PROBLEM.

  

  Business Response

  Date: 06/26/2023

  Attached is our response.

  

  Business Response

  Date: 06/26/2023

  [BBB Transcription via Attachment]

  Dear ******* *****,
  Thank you for contacting us regarding your refund concerns. We have reviewed your account
  and have our findings below.
  On May 8, 2023 you contacted our customer service team and requested your service be
  disconnected. Refunds are mailed to the physical address on the account in the form of a check.
  This takes 6-8 weeks from when final billing runs. The final billing for your account ran
  approximately May 18 showing a refund amount of $171.43. If you need further assistance,
  please do not hesitate to contact us at 1-************.

• Initial Complaint

  Date:03/29/2023

  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.

  Our internet service with Watch Communications was discontinued in August of 2022, resulting in a credit of $8.59 on our account. The money was never refunded to us even though we called and emailed many times. We were told a check would be sent in the “next batch” of refunds, or that our request would be “escalated”, but nothing happened. We realize this is a small amount, but feel the company should do the right thing and return credits to their former customers. If they keep refunds due to everyone who leaves, that amounts to a lot of ill gotten profits and is simply WRONG.
  Please note the disconnect date near the bottom on the attached statement.

  

  Business Response

  Date: 04/12/2023

  Attached is a copy of our response.

  

  Business Response

  Date: 04/12/2023

  [BBB Transcription via Attachment]

  Dear **** ******,
  Thank you for reaching out to us regarding your refund concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  You contacted us and requested a disconnection of service in July 2022. Per our disconnect policy, we
  processed that request on August 1, 2022. Our refund process typically takes 6-8 weeks from when your
  final billing statement is issued. The final bill on your account was issued approximately August 18, 2022.
  Due to a system error, your refund was not process in the expected time frame. On February 17, 2023,
  you called our customer service team regarding your refund concerns. That representative alerted our
  accounting department, and we began the process for your refund. Since that contact your refund has
  been issued and was mailed out on April 7, 2023, in the amount of $8.59 to the physical address we
  have on file for you.
  We apologize again for any frustrations that this system error may have caused.
  Sincerely,
  ******* *******

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  was on auto pay with watch tv went on vacation mode was biulding a new house called them was told all paper work was in place upon review of my bank statement they removed 2 months charge from the bank and have still not had that returned to my account aprox tot is 266.00 dollarstold me january first 8 weeks now they tell me another 4 to6 weeks they have had all the information they need to replace in my account and have yet to do so pleas help if you can thanks.

  

  Business Response

  Date: 04/05/2023

  [BBB Transcription via Attachment]

  Dear Mr. ******* ************,
  We appreciate your recent inquiry regarding your billing concerns. Our team has carefully
  reviewed your account, and we would like to provide you with the following information:
  On November 4, 2022, you contacted our customer service department and requested that
  your account be placed on vacation, which would lower your billing to a rate of $5.00 monthly.
  Unfortunately, due to an oversight, your request was not processed. On December 13, 2022,
  when you called and alerted us to this oversight, we immediately processed your request to be
  placed on vacation and backdated it to the day of your initial call. However, we were unable to
  reverse the auto payment that had been pulled from your banking account on December 7
  because it was an ACH transaction. As a result of our billing cycle, a new bill was not generated
  until approximately December 18, which reflected a credit on your account in the amount of
  $238.68.
  On January 3, 2023, you called our customer service team and requested that your account be
  disconnected. At that time, we advised you of our refund policy, which stipulates that refunds
  are issued in the form of a paper check mailed to the physical address on the account
  approximately 6-8 weeks after final billing runs on the account. Final billing on your account
  was issued on January 18, which showed a final credit balance of $244.02.
  If you have any further questions or concerns, please do not hesitate to contact us. We are
  committed to providing our customers with exceptional service, and we value your feedback.
  Sincerely,
  ******* *******

• Initial Complaint

  Date:03/22/2023

  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’ve been a customer for many years. Upon cancellation of my service due to continued poor customer service at the end of November 2022, I was billed for the month of December. When I contacted them, I was told it was their billing cycle and it would be credited to my account. I have been trying to get my MONEY from them since. When I contact them yesterday, it was escalated it to a supervisor who says will be in the next billing cycle. When I said that’s the same answer I keep getting she escalated to a manager that responded with it will be in the next billing cycle.

  

  Business Response

  Date: 04/05/2023

  Attached is a copy of our response.

  

  Business Response

  Date: 04/05/2023

  [BBB Transcription via Attachment]

  Dear Mr. ***** ******,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We understand that you contacted our customer service team on November 30, 2022, to request the
  disconnection of your service. We regret that despite your request, bills for the month of December
  were already generated and sent out on November 18, 2022. We promptly processed your request and
  halted billing, effective December 1, 2022.
  Regarding your refund, we would like to apologize for the delay and inconvenience you may have
  experienced. As per our records, the final billing for your account was issued on December 18, 2022 and
  reflects a refund amount of $84.99. Typically, the refund process takes 6-8 weeks from the final billing
  date. However, upon reviewing your account, we discovered that an error in our system had prevented
  your account from being flagged for a refund. We have taken corrective measures and alerted our
  accounting department to expedite your check delivery.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  ******* *******

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have contacted the business on multiple occasions about this matter and have yet to receive a call back from anyone who can say "the check is in the mail".

  From what I have seen on the BBB site I am not the only person having this issue. I realize the issues due to the WUHAN flu, the supply chain and now staffing.

  It's my opinion that this is all an excuse to keep my money as long as they can.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 04/11/2023

  [BBB Transcription via Attachment]

  Dear Mr. ***** ******,
  Thank you for your recent correspondence and for sharing your additional questions and concerns.
  As previously conveyed in our previous communication, we promptly escalated your refund request to
  our accounting department and expedited its processing. We are pleased to confirm that since our
  correspondence on April 5, 2023, your refund has been processed and mailed to the physical address we
  have on file for your account on April 7, 2023.
  We deeply regret any inconvenience caused by the system error that resulted in the delay of your
  refund. Please accept our sincere apologies for any frustration or inconvenience this may have caused.
  If there is anything else we can assist you with, please do not hesitate to reach out to us.
  Sincerely,
  ******* *******

  Customer Answer

  Date: 04/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have received the money owed to me by this company in reference to complaint ID ********.

  It's unfortunate that it took contact from the BBB to get this resolved.

  I find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ******