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:07/29/2024

  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.

  This company is trying to overcharge me. A payment came out of my account for the month of June. July's payment didn't go through. I do not mind paying that, but I will not pay for service that has already been paid for.

  

  Business Response

  Date: 07/30/2024

  Hi ****,

  Thank you for reaching out! After checking into your account with our member service team, they have confirmed that your attached payments were not overcharged. The May 29 payment was applied to your May bill, sent on 5/9/24 (service from 5/1/24 through 5/31/24), and the June 11 payment was applied to your June bill, sent on 6/6/24 (service from 6/1/24 through 6/30/24). Essentially, the May bill was paid late (was due 5/25; paid on 5/27 and processed by your bank on 5/29 per your screenshot) and the June bill was paid early (was due on 6/25; paid on 6/9 and processed by your bank on 6/11 per your screenshot).

  I see that you have called us to discuss this recently. If you have any additional questions, please feel free to give us a call at ************ and we are happy to further discuss this with you.

  Customer Answer

  Date: 07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: My bank has told me that funds were taken out for the month of June. I will agree to pay the 85 I owe, along with the overdraft fee of 25. The receptionist today slipped up and said I owe $110. I immediately asked her why she said that when they are charging me $170. She went silent for a good 2 minutes! It makes no sense!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/31/2024

  Hi ****,

  Here is a timeline and a table of your payments and billing information to help clarify:

  You were billed on July 4th for $85.00 and at that time there were no previous balances. You only owed the $85 that was due on July 25th.
  On July 6th, you logged into your online account and scheduled a payment for $85.00 for 07/23/2024 and a confirmation email was sent to ********************* at 8:41pm 07/06/2024.
  On July 20th, you logged into your online account and scheduled a payment for $85.00 for 07/23/2024 and a confirmation email was sent to ********************* at 9:15am 07/20/2024.

  We have included screenshots of both confirmation emails for your review as well.
  
  At this point, you had two payments of $85 each scheduled for 07/23/2024 to pay on your fiber account: **********.
  Both payments processed on 07/23/2024 and your account showed a credit of $85.00 on 07/23/2024.
  On July 26th, we were notified by your bank that the bank account ending in 6397 did not have sufficient funds and they did not honor the payments.
  We charged one return check fee of $25 since we are charged that fee from the bank.
  The account now has a balance of $110 due which is the $85 for the July bill and $25 for the return check fee.
  
  You have paid both the May and June bill these two payments of $85 were only related to the July billing, in which one was an overpayment that resulted in a credit originally before it returned.

  Transaction History:
  7/26/2024 NSF - RETURN PAYMENT 85; BALANCE 110
  7/26/2024 NSF - RETURN FEE 25; BALANCE 25
  7/26/2024 NSF - RETURN PAYMENT 85; BALANCE 0
  7/23/2024 PAYMENT -85; BALANCE -85
  7/23/2024 PAYMENT -85; BALANCE 0
  7/4/2024 BILLING 85; BALANCE 85
  6/9/2024 PAYMENT -85; BALANCE 0
  6/6/2024 BILLING 85; BALANCE 85

  We hope this breakdown is helpful to explain the full status of your account at this time. Our member service supervisor will also be reaching out to you to help explain and discuss your account and any additional questions you may have.

  Customer Answer

  Date: 08/01/2024

  
  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,
  
  *************************