Complaints
This profile includes complaints for WATCH Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 86 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2023
Type: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 contacted Watch due to internet being down. Took 3 hrs to speak to a person. After another 2 hrs. he couldn't determine why it was down. Said I need a service call. He gave me a date 18 days out. He stated I would be contacted by a schedule person. It's been 3 days and I have not been contacted. It's furatrating to be delayed and ignored. It's probably due to what's going on with most companies. Not enough personnel to provide adequate customer service.
I would just like to be contacted in a timely manner and schedule a reasonable date for service. And be given credit for lack of service.
Business Response
Date: 03/31/2023
Attached is a copy of our response to Mr. ******Business Response
Date: 03/31/2023
[BBB Transcription via attachment]
Dear ******* ******,
Thank you for contacting us regarding your service concerns. We have reviewed your account
and have our findings below.
On March 17, 2023 you spoke with a member of our technical support team. After trouble
shooting attempts were made to remotely restore service, tech support set up a service call to
have a technician come to your home to resolve the issue of your internet dropping in and out.
At that time we scheduled your service call for April 3, 2023.
On March 22, 2023 we contacted you by phone because we had a same day service
appointment open up. We left a voicemail with the details and advised to give us a call back if
this wouldn’t work for you. Upon arriving at your home on March 22, 2023, the technician
resolved the issue by switching your access point on the tower so you could receive a better
signal.
A credit for $10.49 has been issued for the out of service dates, 3/17-3/22. The credit was
applied to your account on Monday, March 27, 2023.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Initial Complaint
Date:02/13/2023
Type: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 WatchTV back in early December. Since you have to pre-pay in advance, we had a credit of $91.06, and was sent an email on December 19, 2022 stating this. I have called them several times, but have still not received the refund that is owed to us.Business Response
Date: 02/24/2023
Attached is my response.
[Transcription of document. - BBB]
Thank you for reaching out to us in regard to your expected refund. We did a review of your
account and have our findings below.
Your account had a refund balance of $91.06. We issue refunds in the form of a check mailed to
the address on the account. Refunds generally take 6-8 weeks after final billing on the account
runs. You disconnected on December 2, 2022. Final billing for your account ran approximately
December 20, 2022. Your refund should be mailed out by the end of February 2023. Please feel
free to give us a call if you still haven’t received your check after March 6.Initial Complaint
Date:01/31/2023
Type: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 canceled our internet service on January 17th due to our internet issues that we tried to get resolved MULTIPLE times! Around Thanksgiving is when the issues started. We noticed slow speeds & constant in/out issues. We switched the POE box in which I had to drive to get because it was going to take weeks to get a tech to me. It worked “ok” for maybe a week. Then around Christmas, it went out completely.
My daughter is homeschooled &
does all of her work online. Due to mine & my husband’s schedules, it was hard to get her places to use the internet. When I spoke to a “supervisor” to let them know that my daughter was getting into trouble, they didn’t care. Throughout the last few weeks of this issue, we were treated horribly!! We had been a customer for 15 or so years. Doesn’t matter to them one bit. We were told that the towers were old & they would be putting up new ones by the end of 2023 but basically we should just deal with it until then. We were told that we needed to upgrade our internet. We were told several different things & if they go back & listen to the recordings, they will hear that.
I received a bill for February & it was the full amount after being told that we would get credit for not having service & for how we were treated. I’m also being billed for internet again…AFTER it’s been disconnected. Our cable is now disconnected & we won’t be reconnecting that either. This company is a joke & it’s terrible knowing that now after being with them for so long & spending THOUSANDS of dollars on their “services” that aren’t very good at all! I want our final bill & I want credit for not having internet at all for weeks.
I asked for a phone call over their Facebook business page last week but nobody called me so I guess I have to go this route. They also delete comments on their Facebook so other people can’t see the truth about this company! Very sad!!Business Response
Date: 02/13/2023
Attached is a copy of our response.Business Response
Date: 02/13/2023
[BBB Transcription via Attachment]
Complaint ID: ********
Response for: ****** *******
Dear Ms. *******,
Thank you for reaching out to us in regard to your service concerns. We did a review of your
account and have our findings below.
Our records indicate that you reported an issue with our technical support team on December
1, 2022. During that call our team advised we needed to bypass the router and test a hard
wired connection. You were unable to complete this step during the call and contacted us again
that day still not following this step in the trouble shooting. You were advised that we could
schedule a service call to look into this issue, however the earliest date at that time was
December 19. You choose instead to come into our Lima, OH, office and pick up a replacement
PoE which you picked up on December 7, 2022.
The next call we received was on December 29, 2022, reporting slow internet. During that
conversation, we explained the phenomenon of “atmospheric inteference,” which is when solar
radiation interferes with satellite signals and that can cause service outages over which we he
no control. . Your account was credited $37.50, however, on December 31, 2022.
On December 31, 2022, you spoke with our technical support team and reported you did not
have internet service, however, during this call, your equipment was rebooted, which resolved
the issue. On January 8, 2023 you called in to report service issues and our representative
scheduled a service call for January 24, 2023. You called us back several more times over the
next few days. These calls were to request credit for your down time, request a sooner service
call date, and to speak with a supervisor. A credit request was opened on your behalf, and we
were unable to move your service call date forward. On January 13, 2023, you called our
customer service team and requested a disconnection of service. We prorated the
disconnection to January 8, 2023, to reflect the date on which you lost service.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY ************
Our billing cycle is run around the 18th of each month, and we generate customers’ bills at that
time. Watch also bills a month in advance for service so when you requested the disconnection
on January 13, 2023, we had already processed the February statement.
You will see the disconnection reflected when the next billing cycle runs in Februrary. We show
you still have an active television agreement with us. If this is something you no longer want
then you will need to call our customer service team at 1-800-589-3837 to request
disconnection of this service.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Customer Answer
Date: 02/13/2023
Complaint: ********
I am rejecting this response because:
Our internet did not work at all in January & I asked for disconnection of my cable services as well. This company is seriously a joke! You guys erase comments on your social media sites to cover up how terrible this company is to future customers as well. I called SEVERAL times to try to get things taken care of before it came to all of this!! SMH…again, I would like a FINAL bill!
Sincerely,
****** *******Initial Complaint
Date:01/09/2023
Type: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.
Scheduled watch communication to install internet. Upon techs arriving I discussed to them that I need a static IP address for my work email. During this time they could not guarantee that I would have a static IP address and they were working with there it department. I cancelled the install because I could not get a response. Fast forward a month they withdrew $320.68. I do not have any of there equipment or service. I did not receive any documents supporting this charge. Please help.Business Response
Date: 01/13/2023
Attached is a copy of my response.Business Response
Date: 01/13/2023
[BBB Transcription via Attachment]
Complaint ID: ********
Response for: ****** *******
Dear Mr. *******,
Thank you for the opportunity to address your concerns.
Upon reviewing your account we found that while the field technician did note that the
installation was not successful, we took payment from your account as though you were
installed. We apologize for this error and have processed a reversal of the payment. This should
appear in your account in approximately 3-5 business days.
We have closed your account and you will not see any further charges from Watch
Communications.
Again, we apologize for this error.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Initial Complaint
Date:11/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I currently pay about 60.00$ a month for internet from Watch Communications. I am suppose to be getting 5mbps download speeds. At best I get 2 to 3mbps. Mostly it is around 1mbps. And when I am getting a constant speed it will just drop for no reason for a minute or two at a time and ruin my connection and I have to start over.
I have contacted customer support numerous times and complained and they told me "how sorry they are" and they will work on it. I asked for a refund several times for not getting what I am paying for. They assured me they would give me a credit toward my account but that has NEVER happened. I am tired of paying for something I was promised and not getting.Business Response
Date: 12/05/2022
Attached is a copy of my response.Business Response
Date: 12/05/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: ******* ******
We reviewed this account and have our findings listed below.
On April 2, 2022 you reported no internet service, we set up a service call for April 5. The field
technician noted that service was restored before he left. The next call we received was on
August 29 regarding slow speeds. A ticket was submitted to our in house technical support
team. They reviewed your equipment and signal and showed all services were working as
expected. We haven’t received any calls reporting issues since the August 29 date.
Our technical support supervisor looked at your connection remotely today. It was reported
that you are pulling 5 megabytes download and 1 megabyte upload. We recommend having at
least 5 megabytes dedicated if you are attempting to stream services. Slow speeds could result
if the internet is being split between devices or applications.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Customer Answer
Date: 12/05/2022
Complaint: ********
I am rejecting this response because:They are incorrect. The service drops daily for no apparent reason and I hardly ever have the 5gb download they speak of. I am sorry they don't track ALL of their complaints. And I was promised to have a rebate that I never recieved.
Sincerely,
******* ******Business Response
Date: 12/16/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: ******* ******
Dear Mr. ******,
Thank you for the opportunity to address your concerns again. We thoroughly investigated your
complaints and found: 1, there have been no reported outages on your tower; 2, there are no
terrain issues that can commonly affect rural broadband connections; and 3, that your location
likely has higher speeds than your package due to the equipment being used on the tower to
which you are connected.
As mentioned previously, your online activity and the number of devices will have a direct
impact on your speeds. Generally, the recommended speed for streaming standard definition
videos is 3 to 5 Mbps. You are signed up for a plan that provides 5 Mbps at $59.99 per month.
Certain streaming services require stronger speeds. If you want to stream Hulu, Netflix, or
SlingTV, you will need a minimum download speed of 25 Mbps. If you are connecting multiple
devices at the same time for multiple users or using multiple devices at the same time, you’ll
need a higher speed package.
Our policy states that account credits may be requested for outages that last 48 hours or
longer, and customers have 90 days from the date of resolution to request a credit. Since we
have no record of any outages on your tower in the 90 days prior to your initial complaint, we
cannot approve any credit. We also have not recorded any outages since receiving the first
complaint through today.
Furthermore, after reviewing your account, we do not have any records of you contacting
Technical Support to report any problems. We sincerely apologize for any disruptions to your
service. If you continue to experience this, please call our Technical Support immediately so
that we can investigate. You can reach Technical Support at ************ for further
assistance.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY ************
If you would like to upgrade your speed package to allow for streaming services or multiple
devices, please contact our Sales Department at 1-800-589-3837. We frequently offer special
discounts for current customers looking to upgrade to higher speed tiers and you may be able
to take advantage of a deal.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Initial Complaint
Date:11/21/2022
Type: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.
No internet service since 10/28/22 - Company is still charging me full price for no services. Says they will come out one day and then will not show. My husband and I have now wasted countless hours and time off of work waiting on their unreliable crew and still have no service. Technician ****** was out Friday (11/18/22) and spent several hours WASTING OUR TIME only to say “ I don’t know why it’s not working – Call me Monday if it’s still not working” .
We contacted his personal phone number (As requested by him). He said he would be here first thing Monday morning (November 21st 2022) and did not show.
All I want is my internet restored to fully working condition and credited for all of the time I have been without and Watch TV Communications does not care.Customer Answer
Date: 11/23/2022
Good Afternoon,
I need to update claim # ******** and am not certain how to? As of 11/22/22 the connection has been restored.
I still have not been contacted by Watch TV for compensation for the time gone without services even though we were still being charged.
I would like to keep this claim open until I am compensated for this...
Thanks,
***** ****
************
Business Response
Date: 12/05/2022
Attached is a copy of my response.Business Response
Date: 12/05/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: ***** ****
Dear ***** ****,
We have received the complaint filed with the Better Business Bureau regarding your account
and apologize for the frustration you have experienced. A review of your account was
completed and the following has been found.
On Sunday, October 23, 2022, you spoke with our technical support team regarding your
internet service. You reported your internet connection had been down. Our tier 1 support
team attempted to troubleshoot the issue but your equipment would not reconnect to our
tower. Due to this, a service callback ticket was created.
On October 25, 2022, your callback ticket was worked on by a member of our tier 2 support
team. They noted they were able to resolve the issue remotely and your service was restored. A
service call would no longer be needed.
The next call we received was on November 1, 2022, we show you reported your internet
connection was down. Our support team reviewed your account and attempted to resolve the
issues remotely however were unable.
After a closer review of your account, it was determined the issue was caused by the location
and distance of your equipment to the tower. A service call was setup for November 17, 2022.
However, we released a new tower with upgraded technology that was closer to your home.
On this tower, we were able to offer you a better connection with speeds up to 50 Mbps. Our
sales team reached out on November 17, 2022, to inform you of the great news. At that time
you chose to upgrade to a 50 Mbps package. Since you were upgrading your service, the service
call we had setup for that day was canceled and an installation date was setup for November
22, 2022.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY 419-999-2824
On November 22, 2022, The installation was completed and our field tech noted your internet
connection was stable the download speed tested at 50 Mbps and the upload was at 20 Mbps.
Our records do not reflect that we have received any reports of issues since this upgrade.
On December 1, 2022, we issued a credit in the amount of $72.00 for the service issues from
November 1, 2022, until November 22, 2022. Thank you for the opportunity to address your
concerns. Should you need anything else feel free to call us at (419) 999-2824.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | 419-999-2824Initial Complaint
Date:11/10/2022
Type: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.
todays date Nov 10 2022, My company has had WCOIL as my internet provider therefore my email server for well over 15 years, The service WAS reliable and a good value. WCOIL was then taken over by WATCH COMMUNICATIONS---since that time my email has been terrible, working only a few days per month, I have repeatedly called and after sometimes a day they call back ,, it's always my fault for the interruption although I was informed that there is a big problem with their system and they are not willing to fix it, my email has not worked in a week and now they refuse to call back or make any attempt to repair my emailBusiness Response
Date: 11/18/2022
Attached is a copy of my response.Business Response
Date: 11/18/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: **** *******
Dear Mr. *******
Thank you for reaching out to us regarding your email concerns. We have completed a full
review of your account and have found the following:
The first call we see about email issues was on March 01, 2022. During this call, you requested
help resetting your password. Our technical support team was able to assist you.
The next issue was reported on June 29, 2022, you called in to report you were unable to log in.
During this call, you were informed the email address had been temporarily suspended due to
using the incorrect password too many times. As well as attempting to send out too many
emails at once. It was reported by the end of this call your email service had been restored.
The next two calls we received were on September 20, 2022, and September 27, 2022, both
times your account has been temporarily suspended due to several failed login attempts using
the incorrect password.
The next call we received was on October 11, 2022, you reported that you were unable to send
out 1 email. Our support team was able to help out by updating the firewall settings on your
****** ***** * ****
**** ** *****
**** ** *****
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY ************
email account and laptop to resolve this issue.
As part of this investigation, we also reached out to a member of the former Wcoil IT team who
is working for Watch Communications. He completed a full review of your account and was able
to confirm no changes have been made to the core service. The issues you are currently seeing
on the account have been caused by failed login attempts and overutilization.
Thank you for reaching out to us regarding this matter.
Sincerely,
****** *******
Director of Customer Service & Retention
E-Mail: ************************** | ************Initial Complaint
Date:11/09/2022
Type: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.
To date, I have installed a tower AT MY OWN EXPENSE in order to receive high speed internet service from WATCH COMMUNICATIONS. We have had countless technicians out and it never works; it's never fixed. I asked for a credit adjustment on 10/6/2022 and was just told on 11/9/2022 that it was "still under review". When I asked to speak to the credit department, they told me that they do not take calls. I have paid NINE MONTHS of $80.08 for NOTHING but headaches and techs showing up unprepared. I take off work, they come... they don't have what they need. It is ridiculous!
1/26/2022 - I paid $250.94 to install their service
3/7/2022 - (The first install appointment) I paid $97.62 for service I couldn't use
4/7/2022 - I paid $80.08 for service I couldn't use
5/9/2022 - I paid $80.08 for service I couldn't use
6/7/2022 - I paid $80.08 for service I couldn't use
7/7/2022 - I paid $80.08 for service I couldn't use
8/8/2022 - I paid $80.08 for service I couldn't use
9/7/2022 - I paid $80.08 for service I couldn't use
10/7/2022 - I paid $80.08 for service I couldn't use
11/9/2022 - I paid $80.08 for service I couldn't use
So... Watch Communications has $989.20 of my money for services that they cannot/will not provide and for which they will not adjust my bills.
Me, their customer, has SPENT $989.20 for a service that they cannot/will not provide.
Me, their customer, has to use all available data on our cell phones and two hot spots to get internet.
This doesn't even come close to the amount that we paid to buy, install, and erect an 80 FOOT TOWER that is as useless as their service now.
I am so disgusted by this company and the amount of time, days off, and money I have wasted on them.Business Response
Date: 12/01/2022
Attached is a copy of our response.
Business Response
Date: 12/01/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: ***** ******
We reviewed this account and have our findings listed below.
On April 26, 2022, a service call was set up by our technical support team for May 4 in regards
to service concerns. Our field technician noted that there was a bad line that was replaced and
retored the service from our tests. We were unable to get access into the residence to verify
with the customer. We didn’t receive any further reports of issues until September 14. A service
call was then set up for September 30. When our technician arrived, it was determined that a
switch needed to be replaced. In order to do this, a radio needed to be built and reconfigured.
Once the equipment was ready, we needed to schedule two technicians an entire day to come
out for the replacement due to the point to point installation and set up. We have this
appointment set for November 23. We have issued a partial credit on your account in the
amount of $151.24 for the dates of September 14- November 12. A new request for credit was
opened for the remainder of the time from November 13 until the service call date of
November 23.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** * ************Initial Complaint
Date:11/09/2022
Type: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.
We are being billed for email accounts that were to be closed on June 1, 2022.
We received no bills for June or July. See letter sent to them by certified mail dated September 28, 2022 for other details (Attached)
We have NEVER received anything back from this company about our dispute except billings that keep going higher and higher
Customer Answer
Date: 11/23/2022
[BBB Transcription via Phone]
The matter has been resolved and my balance is now 0.
Initial Complaint
Date:10/19/2022
Type: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 had Watch internet for a little over a year. In 2021, I was without internet for the majority of 9 weeks. I called repeatedly and had techs come out (eventually) who would say that "dispatch" told them I wanted the dish moved to places that just are not feasible - those locations were never shared with me until the techs came out.
During the summer of 2021, I was only credited $8 one month and $40 something another month...that was it. I work from home! I had to go to my parents house, libraries, and even sit in parking lots to get usable internet.
This summer (2022), the same thing started happening again. I didn't call tech support because I was told last year that it was due to "atmospheric interference" and there was nothing they could do.
On 8/12/2022, I called Watch and spoke with ********* (I believe her name was) and said I wanted to CANCEL. I was told that I still owed for August, plus an additional 30 days, even though I had not had internet most of the summer. I paid it.
I'm STILL getting bills. I just received the invoice for November 2022 in my email, which says that I do not owe. WHY am I still getting invoices? I've called to cancel. I've responded via email saying that I've canceled.
I believe that I've overpaid.
AND I'm still waiting for someone to come and get the equipment that ********* said would be retrieved.
I have 8 pages of notes, not including screen shots, of dates and times that I have not had internet with Watch as well as notes about conversations that I've had with Watch.Business Response
Date: 11/03/2022
Attached is a copy of our response.Business Response
Date: 11/03/2022
[BBB Transcription via Attachment]
Complaint ID # ********
Response for: ***** ****
We have reviewed this account and did not find any record of issues reported during 2022. We
did find some concerns from summer of 2021. On July 2/2021 there was a credit requested for
an outage that lasted from June 27-June 30. Also there was a call on August 4, 2021 reporting
interferference in the mornings. Our technical support team advised that was due to
atmospheric interference caused by the changing temperatures in the morning. Credit was
requested for two weeks of service for this interference for the summer. That credit was
applied to the account August 19.
August 12, 2022 you spoke with our customer service team and requested disconnection of
service. Per our terms of service listed below, service remained on until the ending of the bill
cycle. Disconnection was set for September 1, 2022. This latest statement you received shows
you will be receiving a refund in the amount of $75.58 to the address we have on file. This is
not a bill. The refund process takes 6-8 weeks from the end of the billing cycle.
Sincerely,
******* *******
Customer Service Supervisor
E-Mail: ************************** | ************Customer Answer
Date: 11/03/2022
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.I will be awaiting the refund. Service was canceled on August 12. A tech from Watch Communication showed up on October 24, 2022 around 3:40 pm to retrieve the equipment. He said he would be putting a note in the system since I was still getting invoices and had canceled my service two months prior.
***** ****
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