Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Telephones

Pioneer Telephone Cooperative, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

Complaints

This profile includes complaints for Pioneer Telephone Cooperative, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Pioneer Telephone Cooperative, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/02/2025

      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.
      From November 2020 up to October 25,2024 when I sold my house, Pioneer was my internet provider. Upon selling my house, I terminated internet service by the company and returned their equipment. At that point, the company owed me a credit of $48.20 which they promised to settle by check. They have not done so.

      Business Response

      Date: 01/02/2025

       

                                                                       January
      2, 2025

      Better Business Bureau
      Central Oklahoma
      ** ***** *****
      Oklahoma City, OK 73102


      RE: ID ********

      A refund check in the amount of $48.20 was mailed out on
      December 18, 2024, to the out of state address provided.

      Accounts may take up to 60 days to final out before credits
      are issued.


                                                                       
      Respectfully submitted,

                                                                        ****** ***** 
                                                                       
      Pioneer Legal Department

    • Initial Complaint

      Date:09/18/2024

      Type:Sales and Advertising 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 received a notice from a collections agency requesting payment for a final bill from a cellular plan that belonged to my father who passed away a year ago. I was never notified directly by the business prior to going to collections. I would have happily paid. Instead, I received a collections notification on the year anniversary of my father’s death. The company does have my information as I had been contacted directly in the past in reference to his cellular account that was under my name.

      Business Response

      Date: 09/19/2024


      September
      19, 2024




      Better
      Business Bureau of Central Oklahoma
      Attn:
      **** ********
      ** ***** *****
      Oklahoma
      City, OK 73102

      Re:  Complainant: ******* *******
              Case Number: ********


      Dear *** *********

           In response to the above
      referenced complaint, we have reviewed our account records, and our response is
      as follows:

          This debt is on account number ******;
      under the name of ******* ******* to address in Enid, OK. The debt occurred in
      November of 2022; *** ********* father is not listed on the account. Mail has
      been returned to Pioneer as undeliverable.  

           If we can be of further
      assistance on this matter, please let us know.



                                                                     
        Sincerely,



                                                                          Debbie
      Parks
                                                                          Legal
      & CALEA Representative
    • Initial Complaint

      Date:08/07/2024

      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.
      I lived in Blanchard, Oklahoma and had pioneer Internet. We got a house in Tuttle and moved. I turned in my equipment and the lady told me that I was good that because where I was moving, they didn’t offer services. It ended the contract and then they turn around and build me and ended the contract bill for $125, when I called the lady got crappy with me and told me they can’t help it if I bought a house where they don’t have Services I still have to pay and the other lady didn’t remember talking to me months before.

      Business Response

      Date: 08/19/2024

      In response to the
      above referenced complaint, we have reviewed our account records, listened to
      the call recordings, discussed this matter with the Department Manager over
      this area and our response is as follows:

      The customer signed a contract
      for High-Speed Internet Service on or about November 24, 2023.  That contract clearly states the Customer
      agrees to pay the HSI-Commitment Credit ($150.00) if HSI Service is terminated
      prior to the Expiration Date of the Service Commitment (11/28/2024).  Pioneer incurred significant cost and expense
      by installing service at the request of the customer, based on the customer’s
      commitment to purchase services at the requested location through 11/28/2024.

      The customer called in
      to disconnect service on or about 6/24/2024. 
      Pioneer did not breach the contract for service and Pioneer was willing
      and able to provide service at the contracted location for the duration of the
      Service Commitment.  It is not reasonable
      that Pioneer should bear the expense, when it met its contractual obligations
      and did nothing to breach the contract.

      If we can be of further
      assistance on this matter, please let us know.

                                                      Cordially,

                                                      Jim Lemon, attorney 


      Business Response

      Date: 09/11/2024

      The customer signed a contract
      for High-Speed Internet Service at a specific service address designated by the
      customer. Pioneer was willing and able to provide service at the address specified
      in the contract. It is irrelevant, whether or not Pioneer could provide
      services at the new address. It is not reasonable that Pioneer should bear the
      expense, when it met its contractual obligations and did nothing to breach the
      contract.


      Cordially,


      *** *****,
      Attorney  

      Customer Answer

      Date: 09/12/2024



      Complaint: ********



      I am rejecting this response because: When i called to speak to them i was told even though they cant provide service at my new location. I needed to pay the cancellation because i was paying for their gas. I want to see my contract where i signed i would pay for gas. I was already told by your employee that it canceled my contract when because yall dont service my new address. Then the lady says months later she never talked to me. Which was a lie! 



      Sincerely,



      ****** ******
    • Initial Complaint

      Date:05/31/2023

      Type:Customer Service 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 set up for automatic payments with Pioneer. The payment is deducted early every month. For example, the current bill states that it is due by June 4, 2023, yet the payment was deducted May 31, 2023. This is typical. Pioneer misrepresents the date the amount will be deducted, which is dishonest and misleading, bordering on fraudulent. They have use of my money four days that I dont have access to it. I suspect the amount they earn is significant considering all the customers who likely are enrolled in auto pay, I have raised the issue with office staff who have no interest in sending the concern to management.

      Business Response

      Date: 06/01/2023

      Gentlemen:
      Customers have the option to setup a payment and choose the date onlineusing Pioneer's Smarthub.
      Also, Smarthub has a "Pay Now" option so the customer can pay immediately.

      Pioneer is currently
      working on updating our policy related to the automatic drafts so that
      customers who have chosen to pay by
      automatic draft will have their
      account drafted on the bill due date, assuming it is not a weekend
      or banking holiday. If the bill due date fallson a weekend or banking
      holiday, the drafts will occur
      on the prior working day. For example,
      if the bill due date is Sunday, June 4, 2023, the draft
      would occur on Friday, June 2, 2023. We are hoping to implement the change to
      our policy in the next thirty (30) days, but until then, payments will be
      drafted as they have in the past.

      Cordially,

      Connie ******* Legal Manager

      Customer Answer

      Date: 06/08/2023


      Complaint: ********

      I am rejecting this response because: the information provided is vague and inaccurate. The customer does not have the ability to pick a payment date when set up on *******. Pioneer obviously has an issue or would not be changing policy on these transactions. (What about practice?)  Its a very simple fix. Take the auto payment from accounts on the due date like other honest providers.

      Pioneer is taking payments days in advance of the due date and its simply wrong. I dont expect them to fix it. Their letter is a joke. No accountability. I plan to discontinue service asap.

      Please close this complaint.  No action is expected. 

      Sincerely,

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

      Business Response

      Date: 06/12/2023

      Please see reply attached.
    • Initial Complaint

      Date:10/26/2022

      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 just moved to kingfisher. We are in a new addition. The pioneer hookup box is in my backyard. They will not give me a date for the construction - the I ****** line to be ran from that box to my house. I have been told not next week but maybe the week after twice dating back to Sept 23. I told her that I have been told this twice now and asked if I would hear it again in two weeks, her response was a very snarky I dont know. My wife ****** special needs kids online and my daughter is taking an online college course not offered in person, we at least need a date of installation if not the internet itself! All we can get from pioneer is stall tactics from a woman who is able to answer the phone in the first ring every time customer service transfers me to her. I have requested to speak with her supervisor to go over her head and get a construction date, but they just take my phone number and I never get a response. Please help.

      Business Response

      Date: 10/31/2022

      We have scheduled with the customer to install the service on November 1, 2022.

      This location is a new home construction and we had previously planned to install the service, but due to rain and the customer had laid new sod, we were held up on the install.Also, the customer laid sod over our manhole, but we were later able to locate the manhole and remove the sod. The drop was completed on October 27, 2022, but the customer could not accommodate the inside installation until November 1st.We have been shorthanded due to illness which is another factor in the timeframe for completing this order.

      If you need any additional information, please do not hesitate to contact me.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.