Complaints

This profile includes complaints for Comporium's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comporium

  330 E Black St Rock Hill, SC 29730-5377

• 

  Comporium

  1739 Cherry Rd Rock Hill, SC 29732-2620

• 

  Comporium

  PO Box 470 Rock Hill, SC 29731-6470

• 

  Comporium

  208 S Alabama Ave Chesnee, SC 29323

• 

  Comporium

  190 E Main St Brevard, NC 28712-3740

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:08/29/2024

  Type:Service or Repair 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.

  Returned router in person 07.15.2024/closed account due to ***************** paid $43.05 for service used July 1-July 15.Company does NOT pro-rate service which is unfair to a timely paying, loyal customer, despite the high price of a service that doesn't deliver as advertised.

  Business Response

  Date: 09/03/2024

  Thank you for reaching out to us about your concern.  Comporium, like other Internet providers, no longer utilizes prorated billing.  However, we understand your concern and want to make things right for you.  We have issued a courtesy credit to your account for the remaining billing period, bringing your account balance to $0.  We hope this addresses your concerns, and should you have any further questions please feel free to contact us at **************.  Thank you for choosing Comporium, and we wish you well with the move.

  Customer Answer

  Date: 09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/01/2024

  Type:Billing 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.

  Your account page on ********************** shares pretty minimal information. You've got your account summary and history, your payment methods, autopay, paperless, and then at the bottom is billing notifications. You can choose to get notifications on the day your statement is ready and on the date of your bill and to notify you of when your card is going to expire and last but not least on the last day to pay before service is disconnected. I have all of those options selected. I want all of them because I have many bills and payments to manage and I don't want anything to go wrong. Despite making sure that all notifications are selected I haven't received any text for any other reason than my statement being ready. Its pretty frustrating when you pay for a service that you rely on and you trust them to provide the services in the manner you've agreed upon, and then they just don't. Now I'm sitting here with my internet disconnected because my money is stretched so incredibly thin that I'm forced to delay paying bills as long as humanly possible to not go hungry, and Comporium didn't notify me before disconnection like my account promises they will. Obviously they would have an interest in disconnecting people to rack up money from reconnection fees, which is why negligence like this feels intentionally predatory. Don't offer services you don't intend on providing.

  Business Response

  Date: 08/05/2024

  Thank you for reaching out to us and allowing us to address your concerns regarding your online account page.  There is an option to receive notifications, via text message, on the last day to pay your bill before service is disconnected.  I've attached a screenshot for you to help you to identify this option on your online account page, but you can also call us at ************** and a customer service representative will be happy to help you navigate to this option if you need additional assistance getting there, as well as any other notification options that you would like to turn on.  We have also issued you a courtesy credit for the reconnection fee applied to your account this month.  We hope this addresses your concerns and thank you for allowing Comporium to continue to serve your internet needs.  You are so valuable to us, and we appreciate you communicating these issues to us for resolution.

  Customer Answer

  Date: 08/08/2024

  To be clear, the option you showed in your screenshot to be notified before disconnection was selected, so my frustration was that I still wasnt notified. Reimbursement for the disconnection fee is more than appreciated in response, thank you.

• Initial Complaint

  Date:06/20/2024

  Type:Customer Service 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've been having issues with my Internet going in and out. I called Comporium and spoke with a representative name ******, about credit. She advised me the issues has to be resolved first. So, I had a tech come out to my address. The tech by the name of ****** told me he fixed some issues outside my place that was causing my Internet to go in and out. He told me he would call me back Monday June 17th to know how my Internet is doing, I never heard from him. So, I called **************** Tuesday, June 18th and spoke with a representative by the name of ******, she gave me $35 credit and told me it would be applied to my past due balance, which I would only have to pay $55.29 to keep my svc on. Wednesday, June 19th, I went online to pay my bill and noticed the balance wasn't reflecting what the rep told me. I payed $56. Then chatted the rep and spoke with ****** again. She told me the $56 was correct and the past due balance is still pending and assured me, my svc won't be turned off. My service was turned off over midnight. I called and spoke with a representative. Someone had turned my svc on and a manager told me, no $35 restoral fee charge was on my account. I asked her for compensate bc my svc was cut off after I was assured it wouldn't be. She told me, she can only give my $3 credit. She wasn't polite and didn't offer no apology for the inconvenience. I am a very upset customer that my service was cut off after being told that it wouldn't and the rep didn't make sure to keep my svc on as she promised me. I've been a loyal customer for a long time and feel mistreated. Poor customer service! I would like to be compensated for the inconvenience!!! I've attached the chat conversation from yesterday when I spoke with ******. The manager also told me the rep didn't place my acct on hold to avoid the svc interruption. It's like, no cares about my svc and just wants my money. I would like to speak with the *** of Comporium. The customer service from ********************** is awful!!

  Business Response

  Date: 06/21/2024

  We sincerely apologize that your bill was not held by the representative for the pending credit and that in turn, your service was inadvertently disconnected.  Please be assured that this is not reflective of Comporium's customer service experience, and we would like to make this right for you.  We've issued a $25 courtesy credit to your account in addition to the day's credit the previous representative issued you.  We hope this addresses your concerns.  A member of upper management is always available to speak to you at **************.  Your account has been notated as to what has occurred and the credits you have been issued in case you would like to discuss the issue further.  Thank you for being a loyal Comporium customer.  Please know that your patronage means so much to the company.  

• Initial Complaint

  Date:06/03/2024

  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.

  Multiple outages about **************************** more full days. One a week long outage. Dropping service 4-5 times a month for hours. Nearly every Sunday there is a three to four hour outage. Service is very patchy when it rains.

  Business Response

  Date: 06/06/2024

  We are extremely sorry to hear about your experience and appreciate the opportunity to address your concerns regarding your Internet service.  We have been able to review your trouble ticket history dating back to 2013, which includes a total of 11 trouble tickets. There were several tickets submitted during this time that were unrelated to Comporium network reliability and/or Comporium service.  The several that were, were resolved through replacing your modem or repairing a bad cable.  We apologize for this.  Unfortunately, you are currently located in one of Comporium's DSL service areas, at the end of the node where service is often slower and prone to issues.  We've been working diligently over the past several years to identify these areas and upgrade these areas with fiber service to provide a much better experience for our customers.  It has taken some time, but we are happy to report that we are currently upgrading the area which serves your residence with fiber facilities.  The new fiber technology will result in a much better experience with faster speeds and greater network reliability....a much superior service than what you have today.  Once the construction is complete, we will reach out to you to schedule an upgrade to replace the equipment in your home.  We expect this to take no longer than a few weeks.  In the meantime, we have provided you with a $60 account credit.  We hope this addresses your concerns, but please feel free to contact us at ************** or visit your local Comporium store should you have any further questions.  Thank you again for your patience.

• Initial Complaint

  Date:05/26/2024

  Type:Product 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.

  On Sunday May 26, I went to pay my bill and noticed my service had been disconnected for what it said as an unpaid balance of $0.00. I called Comporium to see why it was disconnected and they stated it was because my modem was not upgraded. I asked why I did not receive an email or phone call notifying me of the pending disconnection their response was we sent you several letters. I then asked were they sent via certified mail or requiring a signature they stated no. I then asked what happens if I didnt receive the letters, they said that was not possible due to them sending more then one. I live in an apartment and asked what happened if it was delivered to the wrong apartment they had no answer. I then asked why it was easy to send emails about bill due dates but not easy to send an email telling me services would be disconnected, again they had no answer. Also I am without internet seeing as how the place for me to go get a new modem is closed on Monday for the holiday. No where in the previous bills does it say service will be disconnected.

  Business Response

  Date: 05/29/2024

  Thank you for contacting us.  We sincerely apologize for any inconvenience you have experienced.  Please ensure that we have made multiple efforts to contact you at the address we have on file,which appears to be the correct address for sending you communication and notices regarding your Comporium services and matches the address you submitted on your complaint to the BBB.  A copy of the latest notice sent to you regarding these efforts is attached and, for your particular account, indicated May 8th as the disconnection date.  Multiple notices were sent prior, and there is no indication that these were returned to the company as undeliverable.  It appears that you have obtained the updated modem since speaking with our customer service personnel on May 26th, and we thank you for that.  The supervisor you spoke to has waived the reconnection fee applied to your account and issued a ***** service credit, but we would like to issue you additional credit from May 8th - May 26th to address any further concerns you might have and to address any inconveniences you may have experienced as a result of these efforts.  If you have any further questions, please feel free to contact us at **************. 

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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.

  Bill for May 7, 2024 Payment: $99.73 Product: Internet, up to 600 mbps The amount of the bill for May 7 increased by $27.49 from the previous bill for the same service. The previous bill was $72.34 I called Comporium. They said that a promotion had expired and they don't have a new promotion available. I asked them how much they charge a new customer for the same product. They charge about $40 less for new customers for the same product. They charge $59.99 for the same product to a new customer, but they charge existing customers $99.73. The pricing game with internet providers is extremely inconvenient for customers. Because of their antics customers are forced to keep changing providers to keep their bills low, because if customers stay with the same providers, that provider continues to increase their bills. I used to have telephone, tv, and internet with Comporium, but I cut everything back to just internet because they keep increasing my bill. I want Comporium to offer me and other existing customers the same prices that they offer new customers for the same product. Fair pricing should be a business practice.

  Business Response

  Date: 04/25/2024

  Comporium provided you with an initial $25 monthly discount off your regular broadband service rate beginning in March 2023.  You agreed to the promotion, understanding that it was only offered for a 12-month period, with no contract.  A follow up email, confirming the terms, was sent to you by the outside salesperson, *****************, on 3/27/2023 to *************************************** That promotion has expired, as the 12-month promotional period has ended.  However, as a courtesy, ***** has since reached out to you to offer a new promotion of $28.95 off your monthly broadband service rate for 12 months.  We believe this resolves any issues or concerns you may have about your previous promotion ending and hope this satisfies your needs.  We typically do not continue to provide multiple promotions to customers on an ongoing basis but would like to extend this courtesy to you to assist you with any present needs you might have.  Thank you.

• Initial Complaint

  Date:04/21/2024

  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.

  Utterly terrible customer service. My internet has been incredibly slow all day. So when I try to get info via live chat on my phone, I get a message saying there wasnt a live chat agent working who I could talk to. When I called, first I got an error message telling me that I couldnt speak to anybody there. When I called back later, I was told there were 44 callers ahead of me and the wait time was more than 10 hours. Just totally avoiding all customer service at a time when theyre trying to get up-to-date info on a possible outage is utterly unacceptable.

  Business Response

  Date: 04/25/2024

  We sincerely apologize for the inconvenience caused to you.  Please be assured that Comporium was not intentionally avoiding providing you with customer service.   At the time you called, our customer service personnel were overwhelmed with calls related to outages and issues resulting from the intense hailstorm the area experienced over the weekend.  Nevertheless, we apologize that you experienced a delay in receiving support in your time of need.  It does appear that your area was affected by a partial outage and service issue over the weekend that was resolved Monday evening.  We have since had a member of our ***************** team reach out to you and believe that your issue has been resolved.  We also had a separate member our team, ******, reach out to you this morning to follow up that everything is still working properly and talk to you about issuing a courtesy credit.  Please give us a call at ************** at your earliest convenience. 

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service 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.

  They are attempting to charge a full month of service for five days of service with prompt cancellation and return of equipment. I have never dealt with such a lack of customer service in a ********************** and I believe other people should be aware.

  Business Response

  Date: 04/22/2024

  Like many other providers, Comporium no longer utilizes prorated billing.  This policy change occurred last year after several billing notices were sent out to existing customers in advance of the change.  However, we understand that this notification may have been overlooked.  As a courtesy, we have issued a credit to your account of $115.63 for the last month of billing minus the 5 days of service used during the billing period.  We hope that this addresses your concerns, and we appreciate the opportunity to have served you at your home.  Should you have any additional questions or concerns, please feel free to contact us at **************.  Thank you.  

• Initial Complaint

  Date:04/12/2024

  Type:Product 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 am on paperless billing with Comporium where our billing cycle is 3/23-4/22. I've never once received an email but don't question it since the company I work for also does not send out invoices - it's normal. We are moving out April 26th, 2024 so my husband called Comporium on April 10th to notify and shut off service on that date. Logically we'd be entitled to a refund since you have to pay in advance. We would have the service for 4 days. They told my husband on 4/10 they no longer prorate. I called today 4/11 and spoke with a rep named **** about this. She kept repeating that I was told on my 9/23 bill that Comporium made the decision to not prorate. I do not get a bill. She said it would have been emailed. Here's where it gets good. I said I have NO emails from Comporium going back to even before September. Keep in mind they verify your email every time you call, and we've called since Sept due to outages and internet issues (thank God we are moving). They've never once noticed the email address they have on file is not correct (and wouldn't they have been notified of a bad email EVERY MONTH upon trying to reach me with my bill?). How can a company force you to pay for services not received? I would like the prorated amount credited upon the next payment $67.89 and refunded to me. Check is fine and sent to: ******************************* **********************************

  Business Response

  Date: 04/22/2024

  Comporium, like many other providers, no longer utilizes prorated billing.  This change was made last year after several billing notices were sent to existing customers to notify them of the change before it occurred.  However, we understand if this may have gone overlooked.  We have gone ahead and issued a courtesy credit to your account minus the 4 days of service (4/23/24 - 4/26/24) that you will use during the new billing period.  Because you will only be responsible for paying for the 4 days of service and not the entire month, a refund check will not be needed.  We hope this addresses any issues, and should you have any additional questions, please feel free to contact us at **************. Thank you.

• Initial Complaint

  Date:04/10/2024

  Type:Product 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.

  1. There is no way to end your service electronically - you have to call. And when I called, to give them my move out date, I was told to drop off the equipment at a comporium office and then call for the final total I needed to pay. Nothing was mentioned to me about not prorating the bills - and in fact it sounded like that's why I would need to call - because they were going to determine the final amount once I had dropped the equipment off. 2. The store where I was told to drop the equipment off has hours of 9 am to 6 pm Monday - Friday. The same hours as many people's jobs. Why would you not be open on the weekends? and in the evenings? So that people can drop their equipment off? So although we moved out on March 30th, the modem etc. was not returned until April 4th.3. And this is the MAIN THING. I just called to get that final bill, and I was told - like many other people on here - that comporium no longer pro-rates their bills and I have to pay for all of the final month. The service dates are March 23 - April 22. And we had the modem til April 4th - just 13 days. And don't respond that you did this to simplify billing as I side with *** Circuit Judge ***********************, in the ***** case specifically discussing this issue (prorating final bills) when he said:But what exactly is the competitive advantage, other than you get to keep peoples money even after they quit? ******* replied that not allowing pro-rata refunds made billing predictable. But allowing pro-rata refunds would be just as predictable, ****** countered. A decision backed up by the Supreme Court.In fact, I can't see how this policy isn't in violation of *** rule proposed 12/2023 (89 FR 740). In this proposed rulemaking, the *** explains that they are seeking comments to be sure the way the rule is written, "whether the specific language reflects our intent of relieving a subscriber from payment obligations as of the date the provider receives a cancellation request."

  Business Response

  Date: 04/11/2024

  We sincerely apologize for the inconvenience caused to you and appreciate you bringing this matter to our attention.  Comporium, like many broadband providers, no longer utilizes prorated billing.  However, we understand that you called Comporium and attempted to cancel your service prior to or close to the new monthly charges being processed but were unable to cancel your service.   We apologize for this error and would like to make this right for you.  As a result, we have issued a credit to your account in the amount of $81.24 which reflects service credit backdated to March 30, 2024, when you state you moved out of the residence and ceased using the service.  We hope this addresses your concerns and should you have any additional questions about your account balance, please contact our customer service team at **************.  Thank you.

  Customer Answer

  Date: 04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.