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Business Profile

Fiber Optics

Bolt Fiber Optic

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fiber Optics.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2023

    Type:Billing Issues
    Status:
    Answered
    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 *************************** want to resolve and issue with bolt fiberoptic. I was charged on auto pay from January 2023 to April 2023 and then nothing after. December 2023 my service was cut off. So I made a phone call to bolt and I was connected with a lady saying my service was disconnected because they had a system update and lost everyone's info and they I needed to pay $728.59 to continue my service. I was not notified through phone call, email or postal mail letting me know of an system update to reapply for auto pay for the following bill for March 2023 onto December 2023. I was then sent and email after disconnecting with the lady who represented bolt I then received and email that my bill was now $728.59. I'm writing a complaint to resolve this issue and to continue my service back to the original payment. *************************** December 25,2023 *************

    Business Response

    Date: 01/11/2024

    I apologize for the delay in responding to this complaint.  I believe the contact information held by the BBB is outdated.  Please send future correspondence to ***************************** at ***************************************.

    BOLT Fiber Optic Services underwent a software conversion last spring.  Unfortunately, the conversion resulted in auto draft accounts not being paid.  BOLT was aware of this and took multiple steps to inform our customers of the need to re-enroll.  The attached file was a postcard that was mailed directly to each customers' home.  In addition, notes were placed on customers' monthly bills, "alert" banners were added to our website, and multiple posts were made on social media.  Samples have been provided.  I have also included a redacted version of one of ************************ monthly statements showing the alert and a QR code to assist with auto-pay re-enrollment.

    To resolve, ******************** needs to contact our member services department at 844-256-BOLT.  We are offering payment arrangements 

Bolt Fiber Optic is NOT a BBB Accredited Business.

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