Complaints

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• Initial Complaint

  Date:04/12/2023

  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 2015 we have been threatened and intimidated by our sole source internet provider, Viser. Attached letter explains in detail what has happened. Visor is our sole Net provider for our home location. But in 2015 we began to have terrible internet access. When we would call for help, a Viser employee would threaten to shut our internet off unless we profusely apologized and begged them to keep our net up. We were also told never to contact them, or they would cancel our account. Viser accused us of yelling Jewish racial slurs and yelling and they stated they had recorded this. We did not do this, and were so threatened by them that we did apologize profusly and tried hard never to call them. We were and still are, terrified of Viser. Aprox 5 - 6 yrs ago, Viser took $500 from us for which to install fiber optics (it never happened) and they charge us over $100 per month. We live only on SS and this is difficult but we pay with auto pay. Viser created a dangerous and toxic place for us to do business. We are both seniors and have no other access to the Net. ALL of our lives, shopping, food, banking is now done on the Net due to my frail husband's health conditions, and especially so since COVID. We even have food delivered to the door or the trunk of our car. We request our internet be turned back on, and we have a safe party to communicate with at Viser. We wish there was another provider, but our location does not work with new providers. Viser is putting my 82-yr old husbands health at jeopardy, and have damaged not only our safety and well-being, but also our 3 online businesses, family and church connections, health care, banking, food purchasing and much more. No words or yelling deserves Viser putting our health, economy, and wellbeing in harm's way. Especially so when we did not do anything like that. No senior should have to sit in an unsecured parking lot for which to talk with their Dr and bank online rather than from the safety of their home.

  Business Response

  Date: 04/12/2023

  Unfortunately, this complaint is completely off base. The reality is the following. We have kept this customer on our service through years of abuse and harassment of our staff. We have the voicemails and call recordings over many years where ***************** has frequently threatened and harassed/abused the customer service team verbally. We didn't want to disconnect them completely after multiple verbal warnings from management, so they were sent a warning letter at the end of 2020 about the events and that they were only allowed to contact us through email so it could be routed to specific customer support teams that are trained for dealing with difficult customers. Since then, we have still received calls and even calls of ******* pretending to be someone else checking on rates as she thinks she is being targeted by our company for XYZ. We have been patient and allowed the calls but they always seem to turn sour and then recently the final straw was pulled.

  A few days ago, she called the customer service team and compared the owners to ****** and many other items. We are not sure if she is aware the ownership is part Jewish but after years of abuse and threats of the staff we decided it was time to remove them from our service so they can find another service they will be happier with.

  They were issued a refund on their service and a check was sent back to them for the prepay for construction of fiber in their area. The following is the copy of a few warnings that were given over time.
  
  December 2020 (Context: There was a major vulnerability in some wireless equipment we were using and every one of the devices were hacked and unusable (bricked) and we had to do a lot of work to get everything recovered that took a lot of time)

  "Hello,
  I understand you don't understand the technology we are working with, but nevertheless, you are on different equipment from your neighbors due to your lack of line of site (LOS) to other towers. They are on LOS equipment, you are on nLOS equipment.
  I understand that not having internet is frustrating and that you are depending on it, as we all do to perform day to day activities.
  I have explained and sent out updates notifying everyone of the current status and that we will get everyone back up as soon as possible, which is happening.
  What I do not understand is the abuse of the staff and threats of violence. That will not be tolerated. The staff works very hard and cares deeply for all of our customers. You are not being targeted in away way shape or form. We are bringing up the *** equipment as fast as we can, and even right now I believe your access is restored.
  I want to continue giving you service and be able to get you hooked up to fiber, but I will not tolerate you abusing our staff and threatening violence (to deck us if you were in person). The VM's you have left are the very definition of abuse. "treat (a person or an animal) with cruelty or violence, especially regularly or repeatedly."
  This is the one and only warning. I will not tolerate any further abuse of the staff. If there are any further abusive or threatening voicemails we will disconnect your service, refund any money due, and part ways.
  Please respect the staff as we respect all of our customers. Failure to do so will result in account termination.
  
  Please let me know if you have any questions."
  

  April 2023 (Context: After many years and more abuse and harassment, her account was terminated)

  "***************************,
  I am writing to inform you that, regrettably, we have made the decision to terminate your account with our internet service. This decision was not made lightly and comes after a thorough investigation into several incidents involving your interactions with our staff.
  Our company prides itself on maintaining a respectful and inclusive environment for all our customers and employees. As outlined in our Terms of Service, we expect our customers to adhere to these principles and treat everyone with respect.
  Unfortunately, it has come to our attention, due to multiple calls and voicemails and prior warnings, that your behavior towards our staff has included instances of abuse and harassment. This is not tolerated by our company, and we take such matters very seriously. In addition, we are deeply concerned by your comments referencing our Jewish ownership in a derogatory manner, comparing them to Nazis. Such comments are not only offensive but also harmful and divisive.
  As a result of these incidents, we are terminating your account, effective immediately. You will no longer be able to access our internet services. Please make arrangements to find an alternate internet service provider.
  We understand that this decision may be disappointing, but we must prioritize the well-being of our employees and the integrity of our company values. If you have any questions or concerns, you may contact our customer service team through email only. However, we will not be able to reinstate your account.
  A check will be in the mail today to refund your prepay for the summit loop build. You will no longer have access to our internet service now or in the future.
  Thank you for your understanding.
  Sincerely,
  Viser"
  
  Bottom line, we have done everything possible to try and keep them on our service. The most recent abuse and harassment has even been while we have been attempting to connect them to the new fiber optic network we have built. We have just come to a point where we must part ways and they can find a different provider. There are other providers in the area and we hope that you reach out to them and can be satisfied with their service and customer support as you are not happy with ours.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19925546
  
  I am rejecting this response because:

  We were never notified ahead of time about any recordings of us, unless yelling at us that we HAD been taped at some point in time during a previous call; is considered notice. We asked to hear the tapes, and of course, that never happened. ****** law states you must inform the party they are being taped before any conversation begins. Tapes are easy to forge. For many good years we had no issues with Viser until 2015, when a new party took over the controls. Then parties at Viser became emotionally abusive and threatening. They demanded I never call to ask questions regarding usage,power outage, or getting a lower bill/program. Although myself and my 82-yr old husband never stated the words or performed the acts for which Viser accuses us; what Viser has done to us pales and outperforms in criminal and abusive content; anyone's words or yelling. *** went to their office to beg (again) to get back on the Net because he needs to be connected to his Dr. ****** for his lung equipment readings and medical care. The Viser office staff stated that he was not suppose to talk with them and to go text them. THAT is how we were always treated. We tried using our weak and limited phone Net to email them,but that got us in trouble because multiple emails were sent out rather than the single one we thought we sent. I dont know how to text. Viser has created a dangerous and toxic environment for which we are fearful for our safety and wellbeing. We cannot say or do anything right, are misrepresented, and put directly in ***** way. Over the years, Viser informed us that they are the sole provider for homes in our location, and especially our home. It is of concern that we are struggling to find another source. Viser provided more information about our system in their BBB response, than we ever heard of!  They never shared with us that we were being hacked - by whom?  Rather, for years, they intimidated us and threatened to cancel our internet services. We were always to blame. After years of monthly $101.00 payments made to Viser out of our fixed Social Security, we asked for a cheaper program. They threatened us cancelation for asking. We asked what our usage was and got the same treatment. Their treatment towards us never changed. Their prices and services/packages are not transparent on the net, you have to call to find this out and you need to type in your address. We could never learn if there was a better program for us with Viser. There was complete control, leaving us vulnerable to whatever Viser wanted to charge us.
  Impressed with my online business in farming,tree propagation, and ecology, *********************** allowed me in my twilight years to start a double online Masters program with the ******************** Viser Net frequently went down in the middle of class and projects.I did graduate with both masters from OSU in 2020, but again, had to beg Viser to not shut my system down in the middle of my dissertation, which due to COVID, had to be done from my home rather than on campus.  OSU was notified early on of our situation with Viser. Also, neighbors are very aware that over the years we have been very fearful of Viser, and that something was not right. We are going to contact the *** as well. Something with Viser is simply not right. I knew them years ago in Salem, and they were awesome. I have mostly been with Viser since the late ****s. We only started to have these issues starting in 2015.They keep attacking my character, rather than just simply providing us with a safe environment for which to regularly get on the Net. Moreover, Viser gets funding from the ****************** and I would image also from ******. That said, I dont think these financial foundations would consider Visers conduct with me appropriate. I might also add, that of all the days and hours lost due to having no net, only once years ago, did we get a small refund from Viser.Our monthly $101.00 included the days/hours we did not have access to the Net.We were too afraid to talk with Viser about this.
  Furthermore, on a personal/human level, my experience with Viser appears they do not have a clear understanding or compassionate awareness of the magnitude lifeline the Net has become for modern man. Especially for those in rural *******, and even more so for seniors in rural America. I experienced this to be true when I was parked in a fast-food parking lot just last night. Working with my computer attached to a jackery portable generator, I was trying to catch up on my husbands medical records and banking all on an unsecured public connection. My cellphone rang and it was my lifelong girlfriend, calling me to tell me she has terminal cancer.Sitting in a fast-food parking lot alone on a dark, cold, very rainy night is depressing and scary enough, but then getting a call like that should only be experience in the sanctity of ones home, and certainly not alone. Had Viser not cut my lifeline off, I would have been home for this call and in a much safer setting. We just do not matter to Viser, and they simply hate me.
  
  Sincerely,
  
  **************************************

  Customer Answer

  Date: 04/18/2023

  Please see attached a new letter that includes details of our refund issues/concerns with Viser plus a screenshot of a Viser email to us, and the refund in our bank. We are requesting a full refund from this month's payment as promised by Viser. We are driving out to pick up the $500.00 check because we received an email that they do not have our address. I have no idea if they will be open once we get there. We have realized that there is another server in the area with not only better options, but they are ONLY $50.00 per month. We would like back our years of lost interest investments on our $500.00 for fiber net services we never received. We believed what Viser told us, that there was no other server, after all, the owners who started Viser had once been my friend. What we are asking is the full $101.48 refund as stated in the attached Viser email. The $500.00 plus lost interest yet to be calculated, and we would like the difference of $50.00 per month from at least 2017 to be refunded to us because that is how much we have been overcharged by Viser. 

  Business Response

  Date: 04/20/2023

  Please keep in mind, your account was terminated due to your abuse, harassment, and racism towards our staff.
  
  Thank for notifying us of the discrepancy.

  Please keep in mind, your account was terminated due to your abuse, harassment, and racism towards our staff.

  We are unsure why the system sent an email with an incorrect total refund for the entire month as you would not receive the complete month. What you did receive is a prorated amount back for the service which is the accurate refund. You were also refunded a payment for installation prepay of $500. There is no interest or any other form of reimbursement available.

  Please keep in mind, your account was terminated due to your abuse, harassment, and racism towards our staff.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19925546
  
  I am rejecting this response because:

  Viser has profiled me, attacked me, and accused me of issues/racism I have never done nor have ever been part of my life. EVERYONE who knows me realizes that Viser's horrifying words are simply not true of me. I am deeply involved in the Franciscan Order, I have a nfp animal rights program, I am pro LGBT, pro Black Lives Matter, NEVER violated anyone's right to their faith and religions. Viser has shown their true colors with regards to their hateful, toxic, and character assassinating comments against me. Clearly, they never intended to give me service after the fiber was ready to install,but took my money for the installation (and got interest on my money for years), and then overcharged me every month. Moreover, they threatened and intimidated us for years. Now, it is clear that they are the racists, not me and this explains much of the issues we were living under from Viser. They also did not care that my ************************************************ their offices begging for our services with them to not be cancelled. Our experiences with Viser have been dishonesty, profiling, abuse, senior abuse, over charging, toxic culture, threats and intimidation, and have put our lives in jeopardy. Clearly, it is not myself or my household who are the racists. At this point, we would like ALL of our money invested in their dishonest program returned. Every *****. Viser should not be in the public choosing who is worthy of their services and who is not. Earlier in our communications they mentioned something about protecting my account from hackers. Was Viser the hacker, watching the values I uphold for diversity and inclusiveness, for LGBT, religion, people of color, all nationalities, animal rights, anti-*************-*******, and more?   I was part of the wrong crowd and that is why Viser did this? Nothing honest comes from Viser. I am appalled at what they wrote. They could not even return the $101.48 but instead only returned a portion of it. 
  
  Sincerely,
  
  **************************************